Customer Service Training

Joyce Brown-Eda

PO BOX ***, Bellflower CA *****

(T) 562-***-**** (C) 310-***-**** (E) *****.***@*****.***

Summary

** ***** ** ********* ****** Banking experience, primarily in

Operation/ Management, Business Development and Operation

Administration

Excellent administrative and decision-making skills with strong attributes in areas of

interpersonal, supervision and multi-tasking for recruiting, orientating and training and

cross training of operation employees

Highlights

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Excellent communication skills great rapport with upper

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management as well as

Self-sufficient subordinates

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Reliable definitely a Self-Starter

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Goal-oriented availability always/never too busy

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People-oriented accomplishment /goal driven

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Approachable Excellent interpersonal skills on various

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levels

● Team player

Always accessible

● Detail-oriented

Very much a team player to

Excellent time management skills accomplish all goals

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Excellent work ethic full details of any matter whether all or in

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minute details.

● Analytical

Schedule all projects to get all them

accomplish.

Believe in giving 100% plus

Read and analyze before decision

making

Accomplishments

Have trained various Banking employees who have been employed by various

banking institutions success stories.

My years of dedication to Bank operation training and availability of AIB course

taking has prepared me for any position in banking

Operations, administration reconciliations and audit procedures.

Received 2004 award as employee of the year for exemplary performance

on the job whether training or accomplish any and all goals by companies assigned to.

Always met goals regarding new product sales

Improve customer retention

Experience

05/2011 to present Self Employed

Perform various Bookkeeping/ accounting functions for various Trucking Companies.

Reconcile banking statements, Provide account payables/receivables services as

needed. Compile business information for producing profit and loss statements.

Negotiate all tax information by finding/ providing needed professional services to resolve

matters as needed.

07/2010 - 03/2011 Banc force/Gilmore Bank Los Angeles, Ca.

Administration Reconciliation

Reconcile bank administration general ledgers for balancing branch

monthly and quarterly activities.

Assist in writing bank policies and procedures to provide branch employee’s

with guidelines for audit and Branch certification efficiency.

Performed retail branch certification audits as needed .

02/2008 – 12/19/2008 Excel National Bank Beverly, Hills, Ca.

.

Customer Service Manager

Actively recruited and oversaw training and cross training for all Branch Operation

Employee’s .Implemented all Operation annual employee performance evaluations.

Oversaw a branch team consisting of {4-5 } customer service representatives {1}

Personal Banker. Increased core deposits and Certificate of deposit growth on a

monthly basis. Maintained confidentiality of banks records while growing customer

base in a friendly and professional manner.

Responsible for overseeing the scanning/ processing all in house work flow,

Balanced all federal adjustments on a daily basis.

02/2002 - 02/2008 Banc Force Financial.

Customer Service manager/Teller/Operation Specialist

Cross trained and all Branch Operation employees when needed.

Implemented new operation procedures when needed

Worked as a Specialist reconciling branch operation GL.s while certifying branch

records on a monthly basis.

.

02/2001 - 01/2002 First Professional Bank Beverly Hills, CA

Operation Offices

Increased monthly staff retention rate after implementing new training programs.

Actively recruited and oversaw training for all new branch employees.

Implemented annual performance appraisals for all branch staff.

Oversaw a branch team consisting of [4] customer service representatives and [1]

personal Banker

Increased core deposit growth by [45] % of annual goal.

Implemented annual performance appraisals for all branch staff.

Auditing and monitoring each department on a daily basis while analyzing all

activities according to policies and procedures.

06/1989 - 04/2001 Bubbalino' for Kids Los Angeles, Ca.

Business Owner

Hired all prospective employees while training and evaluating them according to their

ability for store profitability.

As owner/buyer was totally responsible for all receivables, payables and tax liabilities

was constantly monitoring, projecting and analyzing profits.

07/1990 - 11/1993 Century Bank Los Angeles, CA

Assistant Operation Officer

Actively recruited and oversaw training for all new branch employees.

Received superior customer service satisfaction scores for [3] consecutive quarters.

Maintained confidentiality of bank records and client information.

Continued education on current banking products and services through [American

Banking Institution courses/certification programs].

Maintained friendly and professional customer interactions.

04/1983 - 05/1985 Bank of Los Angeles Beverly Hills, CA

Assistant Operation Officer

Supervised all work flow, prepared branch for quarterly audits, by compiling all reports

and documentation to support audit findings.

Totally collaborated with subordinates to accomplish daily responsibilities.

Actively recruited and oversaw training for all new branch employees.

Maintained friendly and professional customer interactions.

Maintained confidentiality of bank records and client information.

06/1978 - 05/1983 American City bank Torrance, CA

Credit Supervisor

Trained and supervise all Branch staff employees especially in branch operation. Prepared

all written correspondent for customers while analyzing new credit applications for

prospective borrowers.

Education

1974 Cal State Long Beach, Long Beach, CA, USA

Business Management/ Dietary

Bachelor of Arts

AIB Bank Teller Certificate

Coursework in Accounting, Finance and Business

Continuing education in [Supervision]

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