Misty M Morrison has over 20 years of experience in customer service roles in the banking and health insurance industries. She is currently a Team Lead for the Online Banking Support Team at Susquehanna Bancshares Inc., where she has worked since 2001. In this role, she prepares training, develops procedures, provides support to customers and employees, coaches staff, and assists management. Previously she held other customer support roles at Susquehanna Bancshares Inc. supporting online banking, products and services. She has strong problem solving, communication, and multi-tasking skills.

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Misty M Morrison
25 Miller Rd, Akron, PA 17501 | 717-571-9614 | cbgooodgrief@yahoo.com
OBJECTIVE
I have over 20 years Customer Service experience in the bankingindustry and the health insurancefield with 3 years of
Team Leadership skills.I enjoy solvingproblems for Customers and team members as well as colleagues in branch locations.
I excel at researching problems in detail to providean accurateoutcome for banking Customers.
EXPERIENCE
OnlineBankingSupport Team Lead
Susquehanna Bancshares Inc. – Lititz, PA
January 2012 to Present
• Prepare and deliver trainingfor new hires in the OnlineBankingdepartment as well as refresher trainingfor
current employees.
• Work with OnlineBankingSupport management to develop and maintain department procedures and training
materials.
• Providestellar supportfor banking Customers and employees with problem solving resolutions for Customer
inquiries and complaints viatelephone and email in the bankingindustry.
• Demonstrates excellent professional communicationsskills with a high level of initiativeand problemsolving
ability.
• Coach OnlineBankingSupport Staff through issues related to all onlineproducts and services.
• Assistthe OnlineBanking management team with statistical reporting,workingexception reports and quality
monitoring.
• Strong Multi- taskingskill between team questions,daily operations and monthly email/phoneevaluations.
OnlineBankingSupport SpecialistII
Susquehanna Bancshares Inc. – Lititz, PA
May 2005 to January 2012
 Providesupport to internal and external banking customers via telephone and email.
 Process OnlineBankingenrollments,maintenance and reports.
 Demonstrate a high level of initiativeand problemsolvingskills.
 Troubleshoot OnlineBankingissues and browser settings for Customers.
 Assistwith testing and verification of new services and products.
 Quicken and QuickBooks troubleshooting.
OnlineBankingSupport SpecialistI
Susquehanna Bancshares Inc. – Lititz, PA
September 2001 to May 2005
 Providesupport to internal and external banking Customers via telephone and email.
 Process OnlineBankingenrollments,maintenance and reports.
 Demonstrate a high level of initiativeand problemsolvingskills.
 Troubleshoot OnlineBankingissues and browser settings for Customers.

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Customer Service Support Specialist
Susquehanna Bancshares Inc. – Lititz, PA
May 2000 to September 2001
 ProvideCustomer Service supportvia telephone to bankingCustomers for bankingproducts and services including
Checking, Savings and CD accounts. All OnlineBankingservices,accountopenings and loan products.
 Exhibitstrong initiativein recognizingand escalatingemployee and Customer product issues.
 Convey a high degree of professionalismin telephone and email etiquette.
 Demonstrate a high level of initiativeand problemsolvingability in all interactions with employees, colleagues and
external Customers.
EDUCATION
 HarrisburgArea Community College 2015 Associates in BusinessStudies
 Interpersonal and Customer Communication Classes Universal Class (online)
 Computer Basics Universal Class (online)
 Excel 2010 Universal Class (online)
Misty M Morrison
25 Miller Rd, Akron, PA 17501 | 717-571-9614 | cbgooodgrief@yahoo.com