yyyyyy x. yyyyyy

(xxx-xxx-xxxx • abc@xyz.com

 

 

profile of qualifications

 

solutions-focused management professional specializing in team building, quality control, strategic analysis, information technology, and client relations eager to support an employer in maximizing success.  top-performer who excels at creating and implementing best practice methodologies and continuous improvement programs to achieve cost-effective alignment with corporate objectives.  integral leader who actively promotes a company s vision, value, and goals to profitably ensure a successful bottom-line performance and loyal and satisfied client base.  excellent communicator who can delegate and / or handle multiple assignments within deadline-driven environments.  ambitious self-starter who demonstrates superior attention-to-detail and sharp troubleshooting skills.

 

key areas of expertise

 

remote / virtual management                  quality control                                  call center operations                        client relations

fiscal administration                                  strategic analysis                             business communications                   relationship management

team building                                           training / development                    credit risk management                     regulatory compliance

 

professional synopsis

 

 

loan administration manager wholesale / equity direct origination channels

 

key accomplishments

ø successfully managed arizona teams remotely during migrations of california business to midwest financial centers to include reorganizing staff and influential meetings to maintain quality, morale, and overall business profitability.

ø achieved a 10% improvement in team performance by designing targeted tracking and quality management metrics through daily data compilations for integrative department coaching and training initiatives.

ø increased individual quality and production turnaround by over 11% via daily audit trending for quality assurance and customer satisfaction.

ø spearheaded a phoenix-based subordinations project to meet market demands derived from new government programs.

ø authored subordinations process and procedures in partnership with customer management leadership.

 

         apply dynamic leadership talents toward directing production, quality, and customer interaction of results-focused professionals.

         expertly provide final review of income documentation, debt service ratios, flood insurance, and combined loan value to appropriately determine credit risk and forecast portfolio performance for rio.

         draft daily pipeline, workflow, and investigative reports to determine business needs and focus areas based on market trends.

         lead the formulation of strategic business decisions by planning and managing operational meetings structured to maintain continual compliance and policy solidarity, as well as achieve division top-quality through structured communication.

         contribute strong analytical abilities toward researching and reviewing escalating files in coordination with fraud investigations via the use of hogah / shaw, lien mod, and wfhm rush / datavision systems to mitigate potential bank losses.

 

call center manager

 

key accomplishments

ø achieved an 87% customer satisfaction rate and increased relationship profitability by developing, deploying, and managing an innovative call center testing program that improved overall customer retention, satisfaction, and quality of products / services.

ø assessed over 1,500 inbound daily calls and recommended staffing adjustments and aggressive training programs to dramatically increase service levels by over 40% while decreasing speed-to-answer ratios.

ø improved customer satisfaction and inbound call handling capacity by 17% while decreasing call handling time by utilizing call management system (cms), avaya center view, and witness (equality systems) to monitor calls and determine training needs.

 

         drove business growth by recruiting, hiring, and managing top-performing employees to include planning and delegating individual- and team-based assignments to optimize use of resources and meet call center objectives.

         created comprehensive personnel training programs, along with developing, implementing, and maintaining high-quality standards for all associates to provide consistency within business operations.

         initiated a client-driven support, satisfaction, and retention development skills program to increase overall customer retention rates which encompassed the use of witness (equality) scorecards, surveys, team forums, and information exchange.

yyyyyy x. yyyyyy

(xxx-xxx-xxxx • abc@xyz.com

 

 

professional synopsis (continued) page two

 

 

reconciliation department manager

 

key accomplishments

ø proactively eliminated over $2 million in losses per month by managing the reconciliation of multiple general ledger accounts.

ø ensured compliance with corporate finance requirements which contributed to successful occ audit reviews by developing multiple accounting controls and supporting the streamlining of performance management and general ledger balancing.

 

         strategically steered start-up operations and business development of department-specific efforts to include handling cost-effective reconciliation of multiple general ledger accounts which guaranteed seamless administrative processes.

         optimized organizational productivity by training, coaching, and managing over 30 profit-focused personnel within high-volume reconciliation, funding document control, and customer service departments.

 

 

internal controls manager technology / trust accounting / vendor management / licensing / branch support

 

key accomplishments

ø attained seamless month-end balancing and flawless california department of corporations audit results.

ø reduced errors and increased document accountability by creating trust accounting processes and records control systems.

ø decreased company s operating expenses by 8% through business expenditure analysis, outside vendor relationship management, and procurement of software, hardware, office equipment, supplies, and contractual maintenance agreements.

 

         utilized broad scope of industry and professional services knowledge to independently manage multiple million-dollar trust and wire accounts via extensive document and funds accountability to include delegating all operations for 7 remote branch locations.

         managed all-inclusive licensing and bonding established by california department of corporations and escrow agents fidelity corporation.

         played a vital role in providing technical troubleshooting, configuration, and support for over 60 desktop users to include performing hardware / software upgrades, network hardwiring, data backup, and security controls as required.

 

education and technical proficiencies

 

bachelor of science in information technology (web management emphasis 3.83 gpa)                                   university of phoenix

engineering & sociology coursework (3.69 gpa / vice president s honor list)                                                      southwestern college

communications & administration training (held secret clearance tsi)                                                                 united states navy

 

microsoft office suite • networking • wireless • hardware / software • pc configuration • sdlc / set-up

avaya center view • call management system (cms) • witness equality

 

corporate awards

 

wells fargo legendary service awards (march 2007, march 2008, june 2008)

honored for coaching / developing a high-performance team that continually receives compliments on superior levels of service received.

 

witness top quality performance team (january through may 2008)

awarded for developing the highest quality customer interaction team companywide.

 

wells fargo outstanding leader award (july 2006)

built multi-level relationships and consistently contributed to business success with an uncompromising level of integrity.

 

wells fargo excellence in action legendary service award (may 2006)

recognized for superior job performance in resolving high-impact customer escalations and preventing reputation damage and legal mitigation.

 

wells fargo excellence in action business intelligence award (march 2006)

successfully directed training, roll-out, and implementation of new business systems and credit policies as 1 of only 26 to receive award.

yyyyyy x. yyyyyy

(xxx-xxx-xxxx • abc@xyz.com

 

 

 

date

 

 

hiring agent name

title

company name

address

city/state/zip code

 

dear__________________:

 

i am currently seeking a challenging [ insert job title ] role, and am submitting my resume for your review.

 

i am eager to offer over 14 years of cross-functional management, fiscal administration, call center operations, strategic analysis, team building, and client relations experience toward maximizing your company s success.  i have proven myself to be a top-performing leader who excels at creating and implementing continuous improvement programs to achieve cost-effective alignment with corporate goals while ensuring a successful bottom-line performance and a loyal and satisfied customer base.  thus, i am confident that i can utilize my broad range of professional abilities to attain your  key objectives.

 

to compliment my background, please note that i hold a b.s. in information technology from the university of phoenix, and have also completed engineering and sociology coursework at southwestern college and communications and administration training with the united states navy.

 

currently, as a loan administration manager (wholesale / equity direct origination channels) with wells fargo bank, n.a. consumer credit group division, i apply my dynamic leadership talents toward directing production, quality, and customer interaction of financial professionals.  within this role, i also draft daily pipeline, workflow, and investigative reports to determine business needs and focus areas based on market trends.  during this time, i achieved a 10% improvement in team performance by designing targeted tracking and quality management metrics through daily data compilations for integrative department coaching and training initiatives.  i also increased individual quality and production turnaround by over 11% via daily audit trending for quality assurance and customer satisfaction.  as this is just a sampling of my impressive background, please kindly refer to my enclosed resume for additional professional experience and business accomplishments.

 

you will find me to be a solutions-focused businessman who can plan, delegate, and complete individual- and team-based assignments within deadline-driven environments while proficiently streamlining processes to increase efficiency.  in addition, i can demonstrate superior attention-to-detail and sharp technical troubleshooting skills.  for the sum of these aforementioned reasons, i believe i will prove to be an incredible asset to your company.

 

i look forward to hearing from you in order to discuss an available opportunity for which i am qualified.  i may be reached as indicated, and thank you in advance for your time and consideration.

 

sincerely,

 

 

 

robert w. jacobsen