Customer Service Manager

ELLIOTT STEVENS

Houston, Texas ***** Mobile: 832-***-**** Alternate Phone: 713-***-**** ************@*****.***

TREASURY SUPPORT / RELATIONSHIP MANAGER / COMMERCIAL BANKING

PROFESSIONAL SUMMARY

Versatile, high-energy professional who leads companies through change and challenge. Strategic problem-solver who envisions smart solutions and executes with urgency across all levels of the organization. Eleven years of banking experience that includes, Treasury Management, Commercial Banking, Loans, Retail and Online Banking. Experience in internet and command based software, and tracking systems. Extensive customer service and implementation experience with high net, small business and commercial clients Skilled in negotiating partnerships, alliances, and other business transactions. Keen ability to forecast industry trends, capture opportunities, and catapult new ventures.

RECENT EMPLOYMENT HISTORY

RELIANT ENERGY, Houston, TX Present

Acquisitions Agent

• Sale cross products to new and existing clients of Reliant.

• Provide customer service by inbound calls and resolve setup issues.

• Selected to work in a team environment on a pilot program to increase revenue for the company

WAMU / CHASE BANK, Houston, TX Jan 08- Aug 09 Client Support Specialist

• Collect and review financial documents of clients to determine credit worthiness for ACH service.

• Managed client relationships of assets totaling $20MM of corporate clients.

• Effectively collaborated with Relationship Managers, Sales Officer, Trust Administrator, and clients to assist with new product set up and service requests. Also assist RM with Commercial loan issues, analyzing loan data, and reviewing documents for approval process.

• Prepared opening documents and assisted the Relationship Manager in collecting the correct entity documentation, and updating signature cards.

• Review account analysis and banking statements. Assist Treasury clients with formatting data.

• Initiated an average of 125 wire and internal transfers, ranging from $1K to 20MM weekly.

• Processed tax payments and paydown, stop payment, check order and letter of credit request.

• Reconciled and resolved bank account discrepancies on payroll, operating, and sweep accounts.

• Resolved lockbox issues and inquires and work with clients on ERD reports.

• Prepare documents to open and provide support for escrow, sweep, payroll, analysis and commercial accounts daily.

• Fully accountable for product training on new and existing clients including Positive Pay, Remote Deposit Capture, ACH, Internal Transfers, Wires, and Commercial Online Banking.

• Audited all implementation work for the day, including money movement (wires, transfers and bank issued checks).

Key Achievements

Achieved interdepartmental solutions for clients while acting as primary liaison to multiple relationship managers.

Proactively offered treasury products to best suit our customers individual needs and provided ongoing support to new and existing clients for research, account reconciliation, account transfers, tax payments and incoming and outgoing wires.

Hand-selected by management to assume a Lead role within the department by expanding my client portfolio and responsibilities.

ELLIOTT STEVENS PAGE TWO

AMEGY BANK OF TEXAS, Houston, TX Oct 06 – Jan 08

Client Specialist

• Earned fast-track promotion through a series of increasingly responsible positions based on strong performance in customer service, process optimization, productivity improvement and quality management.

• Managed on average over 10MM of total assets of corporate clients.

• Collaborated with Treasury Sales Officers and Treasury client contact in gathering information and account maintenance updates.

• Initiated an average of 125 wires and internal transfers weekly.

• Ensured customer satisfaction by guiding and assisting new and existing clients with their daily treasury needs including updating signature cards, processing stop payments, check copy request and tax payments.

• Oversaw the opening of new accounts and product offerings and services for clients and reconciled balances on control disbursement, sweep and operating accounts.

• Review Positive Pay transactions, reversals, setup and approvals.

• Provided assistance with Commercial Online Banking, including balance reporting, ERD reports and money movement.

• Consistently met and exceeded expectations with research issues such as misapplied payments, encoding errors, and fraudulent activity.

Key Achievements

Recognized for numerous client compliments for world class customer service resulting in promotion to senior treasury officer after only one year of company employment.

Best-practice troubleshooting of client issues while providing on-going support for Remote Deposit Capture, Lockbox, ACH and Positive Pay.

CHASE BANK, Houston, TX May 98 – Oct 06

Escalations Supervisor

• Progressive record of positions with increasing responsibility, culminating as a supervisor/lead.

• Provided exceptional customer service to affluent clientele.

• Specialized in opening and closing accounts and cross selling products and services.

• Expertly assisted clients with loan customer services including title transfers, loan payments, payment adjustments, tier and credit ratings research, credit investigation, payoff request, refinancing, and balance inquires.

• Assisted clients with online banking such as technical support, navigation and bill pay resolutions.

• Provided assistance to internal and external client’s questions and escalated issues to our research department.

• Approved refunds and assisted with irate clients as needed.

• Handled supervisor calls and escalated issues.

• Took approximately 80 to 100 calls daily. This included: providing team updates and organizing team materials. Also provided coaching and training to new and existing employees on system upgrades and policy and procedures.

Key Achievements

Honored with accolades from company leadership and presented with several awards for high productivity.

Continually recognized as one of the top employers resulting in a total of three promotions with two promotions being within three years of each other.

Promoted to escalation supervisor during tenure with bank.

EDUCATION

Masters Degree in Accounting Houston, Texas

Keller Business School of Management Graduated 2012

Bachelor’s Degree in Accounting Houston, Texas

Texas Southern University Graduated 2001

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