Norman J.

McCullegan
625 Charraway Road
Baltimore, Maryland 21229
(410) 525-0477
nm56225c@westpost.net
Objective
To obtain a mid-level position within a customer-focused organization that will
utilize my vast analytical, leadership, and excellent communication skills to fu
rther the organization's mission, vision, and values while allowing me the oppor
tunity to further advance my skill set as well as my career aspirations.
Education
University of Baltimore Baltimore, MD 09/2005 - 12/2007
Bachelor of Science, Business Administration/Management
Community College of Baltimore County (CCBC) Catonsville, MD 09/2002 -
05/2005
Associate of Science, Business Administration
Professional Experience
Toyota Financial Service Owings Mills, MD 11/03/2008-Present
Customer Service Representative
* Providing support to consumers and business customers via the phone or online.
* Provide the appropriate solutions for both the consumer and the business.
* Assist customers with titles, due date changes, extensions, and deferrals as n
eeded.
* Review contracts to ensure accuracy.
* Resolve complex billing issues.
NJM Vending Baltimore, MD 08/07/2007 - Present
Owner Operator
* Reconcile Accounts Payable and Receivable to ensure a fiscally responsible bus
iness.
* Reconcile and prepare bank deposits.
* Forecast supply and demand to maintain adequate inventory.
* Negotiate and execute new contracts for business expansion.
* Strategic planning and cost benefit analysis to guarantee optimal revenue stre
ams.
Verizon Wireless Hanover, MD 11/19/2007 - 09/2008
BSC Online Coordinator
* Provide online support to both the sales channel and business customers.
* Negotiate new contracts and extend existing contracts.
* Negotiate daily for business customers to meet their needs.
* Submit, develop, and initiate proactive ideas and proposals for departmental a
nd coordinator improvement.
* Maintain billing records and tracking systems through various databases.
* Meet and exceed statistical goals in quality, calls per day, hold time, idle/w
rap up time, remarking accounts and transactional accuracy.
SteeleSoft Baltimore, MD 11/14/2006 - 11/16/2007
Mortgage Processor
* Ensured all loans are registered within 24 hours of receipt.
* Ordered appraisals, title, flood certifications, and other services as request
ed.
* Processed credit reports, pay stubs, W-2's, and bank statements.
* Accountable for meeting established time frames.
* Collected all appropriate information from the borrower.
* Researched new loan products.
* Processed 30 to 40 loans monthly.
* Problem solving.
Federal Express Corporation Baltimore, MD 07/01/1998 - 11/08/2006
Courier/Customer Service Representative
* Expediently received and delivered express packages with the highest level of
professionalism, accuracy, and customer service.
* Processed and reconciled daily cash, check, and credit transactions.
* Served as the team leader and initial point of contact for 10-15 couriers.
* Served as the International Specialist ensuring accuracy of required documenta
tion through courier audit.
* Created and maintained accuracy data reports and submit to division management
* Initiate and follow-up on Sales Leads.
Accomplishments:
* Recommended for and enrolled in the ASPIRE management trainee program
* Generated top sales for three consecutive quarters
* Received recognition for leadership initiatives
Bank of America Baltimore, MD 12/1988 - 09/2003
Senior Lockbox Operator 02/2002 - 08/2003
* Reconciled and post payments to customer accounts.
* Encoded and prepared checks for bank deposit.
* Prepared correspondence and check copies in response to customer inquiry.
Reconcilement Clerk 12/1994 - 12/1998
* Reconciled over 300 commercial accounts each month consistently exceeding qual
ity standards.
* Responsible for ensuring that all banking materials, including statements and
processed checks were received by the customer in a timely manner.
Accomplishments:
* During my tenure as reconcilement clerk, I received various awards for reducin
g turn around time for processing the commercial statements from five to three d
ays and meeting end of the month mail-out deadlines for the statements.
* Awarded employee of the month four times within a two-year period.
Accomplishments
* Member, Phi Theta Kappa International Honor Society
* Human Resources Management Internship a