Laura Coleman

Experience

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  Fifth Third Bank

  Aug 2004 - Aug 2012

  • Responsible and accountable for the day-to-day operations and risk management of the financial center. Responsible for the operational and referral activities of the customer service representative.• Promote good customer service by consistently providing premier customer satisfaction and have a developed rapport with the customer base. • Responded in a timely manner with correspondence to customers to resolve issues or problems. Supervise/Manage the Tellers and Perform as the resource for the CSR/FSR staff, answering questions, finding solutions to customer issues and ensuring staff is up-to-date on financial center procedures and policies.• Handle with professionalism the complex consumer and business customer problems that the CSR/FSR staff is unable to resolve.• Partner with the Retail Risk and Administration Manager team to keep current on all policy and procedures, appropriately documenting and communicating all changes to the staff to keep up to date. • Complete a monthly audit on the financial center Show less • Responsible for running daily teller transactions and balancing efficiently on a daily basis as well as supervising the tellers/Customer Service Representatives • Looking for sales opportunities and meeting a monthly sales goal.• Provided and promoted good customer service by consistently providing premier customer satisfaction with a friendly demeanor, can-do attitude, and willingness to help at all times.• Developed a rapport with the customers• Responded in a timely manner to customer’s problem with a resolution, and display a caring attitude. • Having confidence when answering or finding the answers to customer questions and finding the solutions to the customer’s issues. • Maintained a position of trust and responsibility by keeping all customer business confidential.Achievements• Top sales referrer 2nd quarter, 2009• Awarded the Fraud Stopper’s Award ,2009• Referred over $13,000 of annual revenue to Fifth Third Processing Solutions, 2011• 4.96% YTD Customer Experience Index. score, 2011• Stopped fraud numerous times over the course of 8 years Show less

  • Customer Service Manager / Assistant Banking Center Manager

    Mar 2012 - Aug 2012

  • Lead Customer Service Representative

    Aug 2004 - Mar 2012
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  Cummins Inc.

  Aug 2012 - Nov 2017

  Supplier Payments Analyst- Finance at Cummins Inc.
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  Cummins Business Services

  Nov 2017 - now

  U.S. & Canada Corporate Card Administrator, TRAVEL SERVICES

  Daily administration of Cummins credit card programs for US and Canada as well as Concur Expense system support for Cummins card holders and management. Supporting 20,000 cardholders in the U.S. & CanadaConcur expense system support for Cummins US & Canada cardholders and management include reporting.Ensuring policy compliance requirements are met and user customer service support provided timely and accurately. Provide data collection, analysis and reporting support and utilize supplier reporting systems to create and set up meaningful travel and expense-related reporting to allow reports for business unit leaders. Identify exceptions and anomalies relating to expenses and credit card usage including highlighting potential fraud or misuse of credit cards. Provide support and resolution for complex problems and issues relating to online expense reporting system and credit card usage. Ensure late fees and delinquency of credit cards is managed and communicated appropriately. Responsible for compliance to ensure all audits are successful and for financial month end reporting. Work closely with Concur Technical team to provide input to upgrades, enhancements and issues. Support on all projects particularly during the scoping and testing phases. Show less

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  Leb&NashCo, LLC.

  May 2021 - now

  Co-Founder - Owner of LebNashCo, LLC.

  Own and operate an E-Commerce business in the U.S., Canada, Mexico & Brazil marketplaces.