Esl-Resume Assignment

Job Description
Treasury Services Manager I

Manages a small to medium sized unit/segment of service and/or implementation processes and
activities. Has solid knowledge of the end-to-end sales, service and fulfillment process.
Responsible for building and managing client and business partner relationships while improving
overall client delight. Ensures adequate staffing levels and service level agreements are met in a
timely manner to drive client delight. Responsible for: expense and performance management,
process excellence, turnover, reporting, and forecasting trends to drive efficiencies. Monitors
internal processes and leverages six sigma methodology to drive efficiencies and streamline
processes. Manage compliance and audit controls to ensure mitigation of risk to the client and the
Bank. Increase six sigma utilization to enhance process excellence. Provides leadership and
direction to teams ensuring swift adoption. Must lead people to perform, translate strategy into
tactical action plans, recruit and grow talent while staying client focused.
Cover Letter
Erika Streett-Lawrence
2937 Gate House Road
Norfolk, VA 23504
757.544.7402
[email protected]
September 14, 2015

Charlene Runner
Hiring Manger
Bank of America Merrill Lynch
1 Commercial Place, 6th Floor
Norfolk, VA 23510
Dear Ms. Runner:
I am writing in response to the recent requisition post regarding the open
Treasury Services Manager I position with Bank of America Merrill Lynch. My
educational background in Interdisciplinary Studies, along with my
professional experience, makes me an excellent candidate for this position.
As you will see from the enclosed resume, I have more than eight years of
experience in the fields of customer service and training in Card Servicing as
well as Treasury Services. My resume shows that I have been consistently
rewarded for hard work with promotions and increased responsibilities.
These rewards are a direct result of my expertise in customer service and
delivery, my commitment to personal and professional excellence, and my
excellent written and oral communication skills.
If you have questions, or if you want to schedule an interview, please
contact me at 757.544.7402. I look forward to meeting you to further
discuss employment opportunities with Bank of America Merrill Lynch.
Sincerely,
Enclosure
2937 Gate House Road
Norfolk, VA 23504
Home (757) 627-1157 Cell (757) 544-7402
[email protected]
Summary of Qualifications
Strong leadership and organizational skills, adept in Frontier, Total Systems I and II, Windows,
Jaguar, BLAST, Infinity, GFS, GSS, Global Reporting and Account Management, CashPro
Online, Centresuite, PrepPaid Administration Tool and PrePaid Reporting Tool, Microsoft and
Outlook applications/systems, successful at maintaining high performance levels, excels as a team
player, continuously strives for improvement, analytical, accountable, client focused, takes
ownership, and provides innovative solutions.
Professional Experience
Bank of America, Norfolk, VA
January 2007- Current
Client Fulfillment Consultant, Client Education
Educates Large Corporate, Middle Market, and Business Banking clients on various software
applications that will assist with managing their Credit Card and/or Banking Programs.
Assists as acting manager covering associate and client meetings and escalations when
manager is out or unavailable
Focuses on educating clients on various commercial card technology platforms through
class facilitation. Handle migrations from legacy technology products and conducts crossselling seminars to existing clients.
Facilitating face-to-face, webmeetings and teleconference sessions with participation of 1
to 50 clients; average client satisfaction rating of 9.5-10
Actively working with high-profile clients using Commercial Card products
Develops new training curriculum and modify existing products to meet bank
requirements
Prepares training materials for clients
Provides consultation on advanced application setups
April 2006- January
2007
Global Client Services Advisor, Account Specialist
Provides day-to-day account servicing and resolution of routine to complex inquiries and
operational requests for Large Commercial Card, Travel and Corporate accounts and clients.
Identifies, resolves and discovers root causes through research and analysis to provide
solutions to requests in a timely manner with error free quality
Responsible for account management, including handling escalations by managing the

coordination of workflow to business partners and ensuring timely resolutions
Uses expertise to drive results within the established framework of defined processes to
resolve requests
Understands end-to-end process for sales, service, and fulfillment
Continuously interacts and deepens relationships with internal business partners as well as
clients to further enhance client delight
Responsible for monitoring accuracy of data input into systems of record, information
gathering, report generation and troubleshooting
Maintains high standards on internal operational and financial controls to ensure risk
mitigation to protect the client and the bank
Solid knowledge of bank systems and navigational skills
Responsible for new cardholder and subsidiary account set ups
Proficient at running Macros through the Myriad 2000 System
Facilitate KANA software training for new hire classes

April 2005- April
2006
Global Client Services Advisor
Provides day-to-day account servicing and resolution of routine to complex inquiries and
operational requests for Large Commercial Card, Travel and Corporate accounts and clients.
Identifies, resolves and discovers root causes through research and analysis to provide
solutions to requests in a timely manner with error free quality
Responsible for account management, including handling escalations by managing the

coordination of workflow to business partners and ensuring timely resolutions
Uses expertise to drive results within the established framework of defined processes to
resolve requests
Understands end-to-end process for sales, service, and fulfillment
Continuously interacts and deepens relationships with internal business partners as well as
clients to further enhance client delight
Presentation responsibilities
Responsible for monitoring accuracy of data input into systems of record, information
gathering, report generation and troubleshooting
Maintains high standards on internal operational and financial controls to ensure risk
mitigation to protect the client and the bank
Solid knowledge of bank systems and navigational skills
Responsible for new cardholder and subsidiary account set ups
KANA software training for new hire classes
Rotational back-up for manager
Implemented Birthday and Top Performer recognition
Quality Management (checking new hire completions for errors)

October 1997-April
2005
Senior Customer Service Representative II
Serviced inbound telephone calls for the Customer Service and Support department.
Acted as the on-point person when manager was unavailable
Performed customer follow-ups and call backs
Assisted Correspondence department with account changes/updates and customer follow

up letters
Provided peer coaching and development for Average Handle Time goals
Education and Professional Training
Bachelor of Science in Interdisciplinary Studies at Norfolk State University, Norfolk, VA.

Anticipated completion as of December 2015.
Company Sponsored Training

AED/CPR Certification
Leadership Skills
Resume Writing
Career Goal Seminar
Interviewing Techniques
Balancing Work and Home
Security Protection
Community Affiliations
Member/Officer of Visionaries Toastmasters Club
Member of Bank of America Community Volunteers
Former Member/President of Team Bank of Americas Diversity Network
Former Member/Liaison, Hampton Roads Womens Network
Member, Voices of Vision Choir (Bank of America)
Member, Voices of Revival Choir (Calvary Revival Church)
~References Available Upon Request~

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Job Description

Treasury Services Manager I

September 14, 2015

Responsible for account management, including handling escalations by managing the

Understands end-to-end process for sales, service, and fulfillment

Bank of America, Norfolk, VA

Responsible for account management, including handling escalations by managing the

Understands end-to-end process for sales, service, and fulfillment

Solid knowledge of bank systems and navigational skills

Responsible for new cardholder and subsidiary account set ups

KANA software training for new hire classes

Rotational back-up for manager

Implemented Birthday and Top Performer recognition

Quality Management (checking new hire completions for errors)

Acted as the on-point person when manager was unavailable

Performed customer follow-ups and call backs

Assisted Correspondence department with account changes/updates and customer follow

Bachelor of Science in Interdisciplinary Studies at Norfolk State University, Norfolk, VA.

Company Sponsored Training

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