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Ph: PHONE NUMBER AVAILABLEEMAIL AVAILABLEProfessional SummaryA hardworking and reliable employee focused on going above and beyond to support the team and serve customers. Motivated to continue to learn and grow as a professional in any company I'm given the opportunity to work.An expert in delivering excellent Customer service with 45 years of related experience and advanced research skills. Always looking for ways to improve productivity and customer satisfaction with exceptional service. Maintain well-organized and presentable work areas at all times.Intrigued by a challenge to find a discrepancy. I'm grounded, ambitious, tenacious, loyal and energetic.SkillsImprove financial integrityAnalyze financial recordsTest financial controlsExperienceFinancial Crimes Manager Apr 2015 Feb 2017Wells Fargo Roanoke, VAReviewed the incoming orders and assigned work to the Associates to maintain a demanding schedule.Consulted with customers to understand their desires and suggest the best products to meet their needs.Meet with Associates to ensure cases are worked timely and all correspondence is sent timely.Researched outstanding issues to ensure resolution to the customer satisfaction.Call Center Manager Jun 2007 Apr 2015BB and T Bank, Coulter Drive, Coulter Drive, Roanoke, VirginiaSupervised hourly and temporary personnel, provided work direction and reviewed work processes.Managed the allocation of staff resources through close monitoring and projected future staff needs.Reported losses, employee behavioral issues, customer complaints, and other significant issues to upper-level management.Communicated policy updates to the department, answered questions and enforced compliance.Developed employees to improve their knowledge bases, increase team value and improve leadership potential.Forecasted expected demands and created plans to accomplish objectives while maintaining budgets and maximizing employee satisfaction.Managed the allocation of staff resources through close monitoring and projected future staff needs.EducationAssociate of Arts : Business Management Jun 1979Dabney S. Lancaster Community College Clifton Forge, VAGPA 3.9Minor in Human Resources.Graduated in top 20% of class.Graduated Summa Cum Laude.High School Diploma : General Jun 1973Covington High School Covington, VAGraduated in top 30% of class.Graduated with honors.Awarded Most Likely to succeed.FHMA President.Vice President of the Student Counsel.