Manager

EDUCATION
University of Pittsburgh, Joseph M. Katz Graduate School of Business, •••••
Master of Business Administration
Concentration: Management and Operations

Indiana University of Pennsylvania, •••••
Bachelor of Science in Business Administration
Major: Finance/Minor: Economics

WORK EXPERIENCE
Verizon Wireless, Inc., Cranberry Township, PA 2/••••• to present
Customer Service/Support
Assist wireless phone customers with problem resolution - both technical and billing issues
Negotiate cash and service credits on wireless accounts to resolve customer concerns
Interact with designated customer service team utilizing various areas of expertise in order to resolve customer issues in an efficient and productive manner
Offer new product and service promotions to customers in order to extend service contracts - primary revenue driver for wireless phone industry
Review and explain additional product and service items that allow wireless phone customers to check email, text message clients and schedule appointments from wireless handset

First Virginia Operations Services, Inc., Annapolis, MD 1/••••• to 9/•••••
Commercial Services Account Officer
Responsible for making personal contacts with existing and potential commercial customers to retain and expand existing banking relationships
Work with retail branch management personnel and Commercial Account Officers within the framework of the business development call program to meet with customers and recommend ways in which the bank can meet and exceed customer needs
Prepare sales presentations, including proposals and responses to specific requests for proposals, explaining services offered and recommending a comprehensive package of services which would be of value to the customer
Participate in business development/referral programs which contribute to the overall profitability of the bank
Refer inquires of customers and prospects regarding other products and services to the appropriate personnel in other functional areas
Stay abreast of new commercial products and services within the industry

Griffin and Company, Inc., Washington, DC 2/••••• to •••••/•••••
Director of Finance and Administration
Responsible for ongoing financial analysis of company performance
Act as benefits administrator including interaction with insurance carriers
Perform financial reports, specifically balance sheet, income statements, cash flow projections, comparative analysis, variance analysis and monthly budget update
Effectively manage annual G&Co. budget planning process, and cash accounts
Manage all aspects of accounts payable and accounts receivable
Manage all phases of the client invoicing process
Overall management of human resources and IT systems including contracts

Chevy Chase Bank, Laurel, MD 3/••••• to 2/•••••
Operations Manager, Officer
Improved quality measurements for Retail and Wholesale Lockbox processing in conjunction with revising the incentive system to include quality standards
Implemented three new commercial lockbox accounts in Retail Lockbox, twelve in Wholesale Lockbox
Prepared cost justification for replacement of four Opex ••••• mail opening machines
Expanded flex scheduling to cover weekend processing and minimize overtime costs
Prepared budget forecasts including monthly variance justification

PNC Bank, N.A., Pittsburgh, PA •••••/••••• to 3/•••••
Implementation Analyst, Operations Officer
Promoted to newly created operations position and officer within bank operations
Implemented new automated lockbox accounts for commercial accounts
Managed multiple projects involving MIS, EDI, and Operations departments
Standardized all data reporting to senior management for new department
Initiated conferences between clients and PNC site managers
With Marketing Group, interfaced with clients to better fit client with bank product

PNC Bank, N.A., Pittsburgh, PA •••••/••••• to •••••/•••••
Treasury Management Operations Supervisor
Supervised staff of ••••• lockbox clerks including three VAX computer operators
Authorized standards for annual performance evaluations
Restructured mail out area to improve overall quality level by •••••%
Developed quality review guidelines for clerks which improved overall quality by •••••% to exceed BAI standards

University Support Services, Inc., Herndon, VA 8/••••• to 9/•••••
Contract Manager
Managed staff of three assistants and six full time student loan collectors
Created in-house collection system with PC-based software package
Developed payroll deduction system with MIS department for student loan borrowers
Standardized all delinquency/default reports for reporting to investment banks

ITT Consumer Finance Company, Greenbelt, MD 8/••••• to 8/•••••
Assistant Branch Manager
Supervised five loan officers
Collected accounts ••••• to ••••• days past due
Initiated foreclosure proceedings on past due real estate accounts

COMPUTER
Lotus SmartSuite, Excel, Word, Lotus Notes, MS Office •••••, QuickBooks •••••, Banctec VAX system (Wholesale Lockbox), Banctec RAPS software (Retail Lockbox), Champion Accounting software, Time slips software (Administrator), Data Management Products: CheckBox (Wholesale) and CheckRemit (Retail) software

ACTIVITIES/HONORS
Deans List - Spring •••••, Fall •••••
Indiana University Finance Club, Secretary •••••
Member of "Paint Your Heart Out Pittsburgh" program •••••
Sports - Golf (amateur), Charity Softball, Golf and Ski Travel