chad straub

As a Client Support Coordinator my work focused primarily on ensuring all business activities, particularly related to customer issues and processes were properly and efficiently managed. The whole focus of my work was to achieve high customer satisfaction through team work and team development. I was actively involved in facilitating training for service managers, and interacting with various levels of management regarding unresolved issues for clients to manage post-sales support. This included proactive engagement with clients to ensure all billing and maintenance related issues were resolved promptly. I maintained professional interactivity between customers and the company, particularly during periods of telecommunications service interruptions. I also worked towards identifying critical and/or recurring service issues and proactively prepare corrective action plans to prevent future interruptions.

While working as Service Delivery Manager/Subject Matter Expert, I managed the complete order lifecycle for new telecommunications services, and served as a single point of contact for all stakeholders involved in the process. This required extensive project management and multi-tasking skills, project managing in excess of 20 projects of various lengths simultaneously. I also ensured that quality of services was maintained by reviewing all post-sales activities and also provided direct support to management with accountability reports, scorecards and team goals.

Working as a Sales Associate, I was actively involved in the selling of top brands of classic, trendy and casual men’s shoes. I was able to manage and sustain continued growth and knowledge of shoe trends through regularly scheduled training activities. My operational level work in managing sales floor in high-traffic area involved improving sales floor displays which resulted in increasing department traffic and also increased sales.

Managing customer segmentation and providing proactive customer services to customers were among key duties I performed while working as a Customer Service Associate. In order to ensure customer retention, I proactively researched and resolved customer issues. I also undertook mainstream banking activities including opening new accounts, managing cash transactions between vault and teller drawers and cross-selling of loans and investment products.

I worked as Assistant Branch Manager for nearly 3 years with Arvest Bank, and worked closely with customers to facilitate them in the process of identifying their financial needs and handling of their financial transactions. During this process, I also identified and materialized various cross-selling opportunities for investments and financial products. I also handled main banking tasks, including cash management and general ledger bookings for cash transactions. Branch, teller, and operational audits were also responsibilities of mine that required attention to detail, knowledge of laws and regulations, and communication with management and staff to certify compliance.

As a Team Leader, I was required to manage staff working in one of the stores. I ensured quality customer services and enhanced customer experience by training and motivating all team members. From greeting customers professionally to helping them make purchases based on their needs, I was able to achieve daily exceeding of sales goals. Improved and maintained store appearance by use of visual merchandising and displays.

My Area Manager position focused primarily on growing and developing my team of Service Managers. Each Service Manager was directly responsible for managing billing, service support and installation activities on a set account base. Managing the team required day-to-day, hands on coaching and support of these activities by utilizing the knowledge base and skills I built. I interacted with customers during periods of dissatisfaction to efficiently handle their service trouble to a point of restoration. Fast paced coordination of field technicians, clients and outside vendors was critical for success in supporting the clients’ needs in the high volume environment.

I lead in the development and management of procedures and training guides for the Loan Operations business unit. My position assisted in the development and delivery of training for Loan Operations Associates, Analysts and Managers. Providing analytical support to the Vice President of Quality Control of Loan Operations was required in order to ensure policies and procedures were updated due to legal and/or regulatory changes. Process improvement projects in all departments within Loan Operations was also a main focus of my role.

As the BSA Compliance Testing Manager, I am responsible for performing assessments of various products, services and areas of the bank in order to recognize and document applicable BSA/AML risks. I am responsible for the day-to-day administration and up-keep of the bank’s BSA/AML risk assessments and management reports as well as organizing and updating the BSA department’s policies and procedures. I work closely with the bank's BSA Officer in preparing for and administering regulatory examinations, internal and external audits.