Brandy Seale
Cincinnati,OH
Summary
Passionate Project Manager with over 7 years of experience meeting Commercial clients needs. Seeking a position that allows the opportunity to increase knowledge and skills that can be utilized to improve client satisfaction.
Overview
8
8
years of professional experience
Work History
TM Newline Specialist
Fifth Third Bank
06.2023 - Current
- Partners with TM Newline Management business line, IT, and other organizational partners to analyze non-standard client and business needs, document requirements, and resolve complex technical implementation problems.
- Uses expertise to find resolutions and ensure that project goals are met.
- Provides dedicated post implementation support to API and Newline clients.
- Follows all company policies and procedures to deliver quality work.
- Improves customer satisfaction rates through proactive problem-solving and efficient complaint resolution.
- Documenting procedures for staff, leading to higher employee retention rates and better overall performance.
TM Client Implementations Manager
Fifth Third Bank
07.2021 - 06.2023
- Managing the complete implementation cycle for complex Treasury Management products including planning and execution
- Hosting internal and external meetings to discuss project setup requirements, specifications, and transmission method
- Creating and providing up to date project trackers, agendas, and meeting minutes
- Responsible for the successful and on-time delivery of assigned projects
- Using expertise and leadership skills to resolve implementation issues and ensure that project goals and requirements are met.
- Accomplished multiple tasks within established timeframes.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
Commercial Fulfillment Agent
Fifth Third Bank
03.2019 - 07.2021
- Research and resolve escalated issue requests with minimal supervision
- Coordinated with members of other departments to resolve customer issues
- Assist with escalated issues related to customer payroll
- Provide feedback and coaching on service requests to agents and their supervisors
- Maintain a high level of performance in Quality, Productivity and CEI metrics
- Assist former MB clients with correcting and resending their check positive pay files when failures occur
- I have written several knowledge bank articles to assist the Commercial Support Center agents.
Commercial Support Professional II
Fifth Third Bank
06.2017 - 03.2019
- Answering incoming calls in the CSC from commercial clients and internals and assisting with troubleshooting issues clients experienced
- Premier Plus backup line to support meeting Service Level
- Fifth Third Direct 'Contact Us' box agent
- Flex team agent (worked tickets during down time).
Customer Service Representative
Citibank
01.2017 - 06.2017
- Research on various computer systems and databases to provide resolutions to customer complaints
- Provided detailed, outlined solutions, and updates about the progress of the resolution they were seeking
- Forwarding misdirected inquiries and issues to the appropriate departments.
Education
High School Diploma -
Aiken High School
Cincinnati, OH01.2008
Skills
- Strong Work Ethic
- Leadership
- Troubleshooting
- Adaptability
- Multitasking
- Time Management
- Communication
- Technical Support
- Project Management
- Collaboration
- Accountability
Custom
Fifth Third Bank/ Horizon Award Recipient, 05/01/19
Timeline
TM Newline Specialist
Fifth Third Bank
06.2023 - Current
TM Client Implementations Manager
Fifth Third Bank
07.2021 - 06.2023
Commercial Fulfillment Agent
Fifth Third Bank
03.2019 - 07.2021
Commercial Support Professional II
Fifth Third Bank
06.2017 - 03.2019
Customer Service Representative
Citibank
01.2017 - 06.2017
High School Diploma -
Aiken High School
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