Customer Service Manager

Todd C. Berg

**** ********** ****, ********* ** *2024

Cellular: 702-***-**** *********@*****.***

Financial Service Professional

VICE- PRESIDENT

Over 14Years of Success in Financial Services

Dynamic, high energy Regional Sales Manager with proven ability to build and lead a team with an aggressive drive

for results. Broad industry experience with special expertise in relationship building and client centered selling.

Consistent success in exceeding growth and retention goals across all performance areas.

STRENGTHS AND CORE COMPETENCIES

• Relationship Management • Acquisition skills

• Solutions Oriented Selling • De Novo Bank Development

• Sales Force Development • Aligning with the Vision

• Small Business Development • Leading company changes

•

Operational Soundness Deposit and Loan Growth

• Recognized Widely for Reliability Through • Strong Analytical Skills

Persistence and a Strong Work Ethic

PROFESSIONAL EXPERIENCE

Wells Fargo Bank, San Diego, CA

Vice-President, Loan Administration Operation Manager Sept 1, 2010- Current

San Diego Refinance Center, Mortgage

Manages the daily operations of a loan center team responsible for loan processing, documentation, pre-

closing/closing tasks, loan monitoring, or may include underwriting activities for the group or small

markets. Manages other supervisors/managers and/or sr. non-exempt/exempt level team members and

accountable for providing quality customer service to internal/external customers.

Responsible for coaching, influencing, developing and managing 15 direct reports and 75 indirect team

members including decisions relative to performance reviews, terminations, hires, discipline, salary

actions, etc. Influences performance of a business unit or functional area by working as part of the

decision-making management team and has responsibility for managing the budget of the team,

department, or unit. Participates in strategic planning discussions for the business unit or functional area

and provides recommendations regarding future direction.

Participates in the formulation and implementation of new and revised systems, policies and guidelines

which have significant impact on the unit, department or functional area and oversees implementation of

practices to ensure compliance with Wells Fargo, legal, investor, regulatory and/or business policies.

WACHOVIA/WELLS FARGO September 2007- August 2010

DISTRICT MANAGER, REGIONAL MARKET LEADER, VICE PRESIDENT, LAS VEGAS, NV

Motivates, leads, develops, and coach’s over 60 Financial Center employees and 6 Financial Centers to deliver

exceptional service and drive outstanding sales results. Responsibility includes: coaching sales employees to ensure a

consultative sales approach; and, recruiting, hiring, developing, and retaining the best employees for each position,

with sensitivity towards diversity.

Successfully Integrated 6 World Savings Banks into Wachovia Bank in Nevada in 2007.

100% Employee Retention during Wells Fargo/Wachovia Merger

Expeditiously Implemented Sales and Service Process across Nevada footprint

Recruited, hired, and developed sales and service employees

Developed and implemented strategic sales action plans that capitalize on opportunities, competitors

weaknesses, and support overall corporate goals

Creates motivational environment within market by encouraging employees to succeed through recognition of

hard work

Managed 1.5 Billion Dollar General Ledger

Grew General Ledger year over year

Consistently stayed within operational budget

Successfully opened new Financial Centers in Nevada

Human Resource and Market Management Planning

Marketing and Profitability Planning

Implemented high levels of Security Controls

Actively participates in various community, civic, and professional organizations

Provided Formal & Informal Sales and Services training including small business and cash management

Manages relationships with various business partners

Notable Accomplishments:

Ranked #1 in checking and deposit growth for the Western Banking Group(California,Nevada,Arizona)

Ranked in the top 10 in Western Banking for service excellence

Ranked number #1 in checking unit production for the Western Banking

Numerous Shared Success awards given for leadership and partnership with other leaders

WACHOVIA BANK, MYRTLE BEACH, SC

Financial Specialist, Small Business Banker, Assistant Vice-President. Bank Officer 2003-2007

Responsible for exceeding all retail and small business sales targets, acquisition of new customers and client retention.

Performed manager duties including teller training and coaching of branch staff

Developed and executed strategies on customer service and Small Business

Created strategic initiatives for increasing lending in Small Business and Retail

Extensive product knowledge in deposits, lending and investments

Selected amongst other peers to provide coaching and mentorship to bankers

Notable Accomplishments:

Doubled deposit growth in a 2 yr period 2004-2006 from 5mil to 10mil

Loan volume of $ 40 million in 2005 & 2006

Ranked in the top 5 bankers for lending volume 2004 - 2006 over 80% increase in volume

Ranked #1 Financial Specialist in South Carolina 2005 and 2006

Ranked in the Top 25 Financial Specialist company wide 2005 and 2006

BANK OF AMERICA 1999 - 2002

Financial Center Manager, Asst. Vice President

Managed staff of 12 employees with responsibility for coaching, leading, hiring and personnel development

Served as Dual Financial Center Manager

Open DeNovo In-store Banking Center.

Participated in retail credit risk management training programs.

Notable Accomplishments

Average monthly loan volume $500,000 and average monthly deposits $40,000.

Recognized as “Region Leader” for loan volume; consistently exceeded deposit and loan goals 200%,

checking/savings and insurance goals 300%.

Ranked 3rd out of 38 banks in region for insurance products.

Increased customer service scores from 88% to 95% within 6 month duration through exceptional client

relations and personal resource abilities.

EQUITY ONE FINANCIAL 1998 - 1999

Assistant Branch Manager / Loan Officer

Ordered title searches and appraisals

Reviewed appraisals prior to final approval;

specialized in underwriting B and C credit loans.

Notable Accomplishments

Solicited for new business development purposes, and collected on delinquent accounts.

Reduced 60-day delinquency 50% within six months, and generated $400,000 in new real estate loans.

Reduced 30 day delinquency 70% monthly throughout 12 month period reaching all performance goals

with ranking of 5th in company.

VOLUN TEE R

Chamber of Commerce, Member

Muscular Dystrophy Association

March of Dimes

American Cancer Society

Served as HOA Board, Member

E DUCAT ION

• University of South Carolina at Coastal Carolina University

• Graduate May 1997

• Bachelor of Science

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