Kelli Doyle Email & Phone Number

Implementation of online customer portal:• Monitor test customer data daily and act as liaison between customer, IT/application developer and portal support to ensure all issue and inaccuracy resolution is expedited.• Detect potential portal issues and proactively implement solutions with the appropriate internal partners when the issues threaten to impact project timeline progression.• Provide analysis of customer activities to identify potential portal customers and to justify additional portal functionality, as necessary.• Manage client expectations and satisfaction by acting as their point of contact to implement, maintain and provide additional services, if requested.• Demonstrate strong internal communication skills and the ability to work with various areas to develop and maintain project plans. Communicate project status and concerns to internal Management, as necessary.• Strong focus on team environment. Provide back-up support for Cash Applications and other banking functions when needed.

• Identified breakpoints and root causes of client escalations via extensive research for Senior Management, resulting in the opportunity to modify processes, correct issues and strengthen client/bank relationships. • Orchestrated quarterly review sessions with Corporate Product Managers to uncover potential process and product enhancements. • Developed and implemented new Quality Program for Client Technical Support Team. Processes and procedures were distributed to managers and service agents, along with coaching and support, to ensure transitions benefited all lines of business. Ultimate impact of the program was a rise in Client Service Satisfaction ratings from 85% to 98% in 2 years.• Quality Program was monitored and maintained across all business sites by auditing random service calls for the Escalation, Technical Support and Training teams to ensure a less than 1% error rate.• Attended multiple training sessions and successfully passed annual AML, OFAC Sanctions, BSA and KYC assessments.

Chicago, Il

• Consulted with clients during their migration from non-target banking products to surviving product platforms to ensure a seamless transition and continuation and enhancements of service.• Partnered with clients and Treasury Management Sales to resolve any product gaps/usage issues.• Orchestrated multiple training sessions daily post-migration, while maintaining required departmental production standards.

Chicago, Il

• Administrated client relations and sales support for two Treasury Sales Representatives and ten Middle Market Commercial Banking Divisions.• Analyzed Customers’ existing services to detect cost-saving opportunities and/or cross-selling opportunities to enhance client’s business. Prepared cost analysis reports and proposals to support these opportunities and worked closely with the client to implement any new services.• Coordinated support with appropriate areas of the Bank to resolve client issues and maintain existing products and services

Chicago, Il

• Maintained a high level of customer satisfaction through efficient resolution of client account issues for 50+ commercial customers. • Performed all customer maintenance, including opening accounts, receiving and processing transactions and updating customer profiles.• Coordinated timely receipt of financials from loan clients and performed credit analysis/loan reviews.

Bachelor Of Science (B.S.), Business Administration And Management, General

Bachelor Of Arts (B.A.), Business Administration And Management, General