Customer Service Manager

Director of Revenue Operations

Hands-on leader with proven success for developing loyal and effective

teams delivering high performing service and sales excellence. An award

winning discipline with quality attention to the customer. Experienced in

streamlining team results through product/policy and procedure training;

meeting client expectations/deadlines; working smarter not harder to

improve customer experience and operational efficiencies. Built and

deepened internal and external relationships to goal. Conscientious and

analytical managing Company Mission and Core Values by fact. Key

competencies include:

. World Class Service / Customer Relations

> 10+ Years Management / HR Experience

> Hired / Trained / Developed Talent / Team

> Goal Oriented / Coach / Motivator

> Operations / Policy and Procedure

> Problem Solver / Escalations

> Strategic Business Plans

> Verbal and Written Communication

Professional Skills/Interests

Certified Volunteer Experience Unlimited 2010 to

Present

One Stop Shop,

Irvine CA

Volunteer Habitat For Humanity 2009 to

Present

San Juan Capistrano CA

Professional Experience

Bank of America 1990 to 2009

Vice President, Sales Support Manager 2007 to 2009

Global Commercial Banking, Orange CA

Led sales support team in 3 markets overseeing 28 portfolio's of 30 to 150

clients per client manager with minimum annual sales revenue of $5 million

for Business Banking clients and $20 million for Commercial Banking clients

within Orange County and San Diego. Managed 5 remote locations, up to 21

sales support team members building client relations. Actively

participated in Nationwide Workgroups and Greenbelts.

. Tracked and managed customer service satisfaction survey results

ensuring associates deliver a world class client experience.

Surpassed client satisfaction survey results of 80% each quarter.

. Maintained trust, rapport and respect with leadership team and support

teams increasing market performance revenue to 113% through cross

training of products, gap analysis actual to goal, understanding needs

of existing clients, and targeting, researching and winning new client

relations.

. Trained associates and increased product expertise and strong

leadership skills. Regionally recognized a total of 6 associates for

exceptional servicing and leadership as the top 5% in quarterly

performance.

. Established and communicated annual stretch goals for sales support

team; held associates accountable; consistent monthly associate one-on-

ones mentoring/coaching to peak performance; drove YTD actual meeting

or exceeding 100% of associate goals.

Jeff Huseby Page

2

Vice President, Call Center Manager

2002 to 2007

Bank of America

Global Client Services, Brea CA

Managed call center team of 16 associates servicing assigned client

portfolios, 50 to 120 clients with bank revenue of $100 thousand or more

per year. Monitored and executed point-of-contact resolution, maximizing

productivity and service quality. Assessed performance through statistical

data and observation; CAT surveys. Conducted training and facilitated team

huddles/meetings. Interfaced with Line and Business partners; improved

operating efficiencies, associate and client satisfaction. Led associates

through Manage Your Performance process.

. Effectively built teams committed to exceptional customer service

increasing client satisfaction scores from 62% to 84%. A common

vision and shared accountable goals.

. Improved associate workflow reducing peak client wait times to under 1

minute by effectively monitoring and streamlining workflow of inbound

customer calls.

. Received 2006 Award of Excellence, associate top 1% in nation, for

outstanding leadership, exceeding performance and customer service

goals, team performance, demonstrating company vision and mission.

Officer, Research Manager 1999 to 2002

Bank of America

Consumer Credit Services, Brea CA

Oversaw a team of 18 associates responsible for meeting/exceeding service

level agreements for customer service research requests for Consumer Loans

and Lines of Credit. Administered quality reviews and production goals,

prepared Managing Your Performance evaluations/Associate Career Building:

conducted monthly, quarterly, and annual reviews.

. Facilitated training and increased team expertise improving customer

resolution timeframes from 5 to 2 days.

. Decreased out of compliant requests from over 100 per day to below 10

per day.

Officer, Customer Service Manager 1990 to 1999

Bank of America

Corona Del Mar Banking Center, Corona del Mar CA

Operated and managed various Banking Centers in Orange County. Implemented

and enforced client services, sales, and cost control programs; increased

staff productivity and technical expertise. Focused on client servicing,

client delight. Oversaw performance, planning, coaching and evaluation of

up to 23 associates. Dealt professionally and effectively with client

servicing requests.

. In depth knowledge promoting a culture of compliance; raised associate

awareness of compliance-related issues. Received passing audit

results.

. Achieved all annual goals, awarded Gold Club recognition in 1996,

1997, and 1998.

Education

Bachelor of Arts Business Administration, Communication

University of Wisconsin-Milwaukee

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