Experience

Presidential Bank

• United States
• Banking
• 100 - 200 Employee

• Call Center Manager

  • Oct 2009 - Present

  Responsibilities: Manage the daily functions of the Customer Service Call Center including monitoring calls by customer service representatives for accuracy, level of service, content of calls and efficiency of assistance. Supervise, train and motivate staff to provide the highest level of customer service. Review new account files for accuracy and completeness. Respond to customer queries via telephone and email. Assist with the implementation of new products and services. Review and decision daily overdraft reports. Show less



Colombo Bank

• • Mar 2007 - Sep 2009

  Responsibilities: Manage the daily functions of the Deposit Operations Department including international and domestic wires, Federal Reserve adjustments, CDARS review/approval and responses to legal requests. Supervise, train and motivate staff. Review, coordinate and implement new products, procedures and services. Support and maintain new technologies (i.e. online banking and Merchant Deposit accounts). Increase end users' understanding of database systems and new technologies by delivering and/or coordinating group and individual training sessions. Troubleshoot systems and refer to IT/vendors as needed. Monitor and track work functions to identify inefficiencies. Perform audits for quality assurance (i.e. transaction entry, daily duties of staff, IRA files, account files, ACH transactions, etc.). Developed data retrieval queries for reports and generated ad hoc reports as needed. Serve as a liaison between multiple departments, vendors and work locations. Show less

• • Sep 2002 - Sep 2009

  Manage the daily functions of the Deposit Operations Department including international and domestic wires, Federal Reserve adjustments, CDARS review/approval and responses to legal requests. Supervise, train and motivate staff. Review, coordinate and implement new products, procedures and services. Support and maintain new technologies (i.e. online banking and Merchant Deposit accounts). Increase end users' understanding of database systems and new technologies by delivering and/or coordinating group and individual training sessions. Troubleshoot systems and refer to IT/vendors as needed. Monitor and track work functions to identify inefficiencies. Perform audits for quality assurance (i.e. transaction entry, daily duties of staff, IRA files, account files, ACH transactions, etc.). Developed data retrieval queries for reports and generated ad hoc reports as needed. Serve as a liaison between multiple departments, vendors and work locations. Show less

• • Sep 2002 - Mar 2007

  Responsibilities: Supported various functions within the Loan and Deposit groups. Performed data entry for consumer, commercial and mortgage loans. Maintained and balanced general ledgers. Provided customer service for internal and external customers. Generated department reports as needed. Responded to customer inquiries. Promoted to Deposit Operations Manager.



Digital Reference Team

• Library of Congress

  • Mar 2006 - May 2006

  Responsibilities: Modified existing database using Microsoft Access. Assisted team in defining attributes and inter-relationships of data and determining data for collection. Analyzed and determined informational needs elements, data relationships and attributes to improve data flow and data output. Enhanced database performance based on end user recommendations. Ensured technical and functional designs met business requirements. Responsibilities: Modified existing database using Microsoft Access. Assisted team in defining attributes and inter-relationships of data and determining data for collection. Analyzed and determined informational needs elements, data relationships and attributes to improve data flow and data output. Enhanced database performance based on end user recommendations. Ensured technical and functional designs met business requirements.



Patton Insurance Brokerage

• Insurance Agent

  • Mar 2002 - Sep 2002

  Responsibilities: Quoted, wrote and processed insurance policies within the guidelines specified by the national insurance commission and Maryland State law. Maintained, reviewed and cancelled policies as needed. Managed customer requests for the insured or insurance agency. Responsibilities: Quoted, wrote and processed insurance policies within the guidelines specified by the national insurance commission and Maryland State law. Maintained, reviewed and cancelled policies as needed. Managed customer requests for the insured or insurance agency.



F&M Bank-Maryland

• Branch Manager

  • Jun 1995 - Mar 2002

  Responsibilities: Supervised Branch Operations; Planned, trained and motivated staff to obtain branch goals. Conducted periodic reviews and performance evaluations. Performed security and branch audits. Responded to customer inquiries and sales calls. Served on committees to improve employee accuracy, customer service and product and systems knowledge. Responsibilities: Supervised Branch Operations; Planned, trained and motivated staff to obtain branch goals. Conducted periodic reviews and performance evaluations. Performed security and branch audits. Responded to customer inquiries and sales calls. Served on committees to improve employee accuracy, customer service and product and systems knowledge.