Manager Customer Service

Malcolm Larry Borlenghi

** **** ***** ****, ********, NJ 07834 ***************@*****.*** 818-***-****

SKILLS

Citrix, Rumba, Hogan, Microsoft Word, Outlook Express, Excel, Toast, ProTools, CIW, OIB, PROS

Excellent, comprehensive analytical skills; Efficient multi-tasking and problem

solving; Exceptional communication skills; Proficient in Italian and Spanish

PROFESSIONAL EXPERIENCE

Wells Fargo Bank- San Francisco, Beverly Hills, CA; N/W NJ; Atlanta, GA 2007-2011

Financial Crimes Specialist 1&2, Personal Banker, Service Manager 1, Service Manager 2

• Promoted to manager within first eight months of original hire date as banker

• Ranked # 2 in branch sales/solutions and service productivity for top-selling store in Golden Gate, CA market, (top performer in store was also ranked # 1 in CA)

• Reduced loss-exposure in Beverly Hills Main branch by more than three hundred thousand dollars

• Facilitated banking transactions, operations, and service requests for Wells Fargo Private Bank in Beverly Hills, CA

• Masterful comprehension of product knowledge, new product assimilation, and operations procedures and regulations

• Investigations of financial fraud managing 12+ cases per hour of out-bound calls, 1500 cases per month, in extreme deadline and production-driven environment

• Facilitated, pursued, and secured improvement implementations via management of scoring methods for performance rankings on behalf of team

• Consistently surpassed metric requirements in sales, profit, and partner referrals averaging more than 14 solutions, $600 in profits, and 2 referrals per day

• Promotion & transfer to Succasunna, NJ to assist in leading transition of flagship store to Wells Fargo

• Developed multiple Teller sales scripts implemented and executed market-wide as well as regionally (100+branches)

• Managed customer profiles to assist them in succeeding financially; matched product solutions with customers’ current and long term financial needs

• Consistently excellent, recognized personal customer service via Gallup surveys from customers (7 of 8 top box)

• Created successfully practiced and proven methods to effectively promote long-term, loyal personal banking relationships with our customers (less than 15% of new accounts closed within 12 months)

Ritz-Carlton Golf Resort- Naples, FL 2006-2007

Pantry Supervisor/Cook 2

• Supervised pantry station for Lemonia Restaurant, Bella Vista Lounge, In-room dining

• Trained externs to fully understand pantry execution most efficiently, including inventory, production, and service

• Procedural and motivational suggestions implemented into daily practice

Kitchen Academy Professional Culinary School, Hollywood, CA 2005-2006

Culinary Student

• Top percentile, 98%

• Comprehensive, intense, classroom and practical application studies in fine dining and cuisine at the sister school of The Cordon Bleu Institute

• Cuisine applications include: Foundation in French cuisine with practices in Italian, Asian, Mediterranean, Spanish, Middle Eastern, and American

Real Estate Investor, CA, FL, TX 2000-Present

Successful Commercial and Residential Investor

• Formulated budgets, contracted skilled labor, and executed design plans and permitting to completion

• Marketed restored properties for sale and/or rental and administered contracts with brokers and principals for both commercial and residential properties

• Attend and contribute board meetings

• Realized profits of over 92%

• Influenced design integrities for multiple remodels in affluent communities such as Pelican Bay and Park Shore (Naples, FL)

EDUCATION

University of Massachusetts at Amherst, Amherst, MA Current (Online)

Department of Communication, Graduate Studies: Journalism

“Program of Excellence by the national University Continuing Education Association”

Kitchen Academy Professional Culinary School

Professional Culinary Degree

Southern Methodist University, TX

BA, Economics

• Magna Cum Laude

• Awarded All-Conference Academic Honor Team for Football

• Starting Strong Safety

• Nominated for Academic All-America Football Team

• Finished 1st of 95 Finance in Economics students

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