Customer Service Manager

MARY E. COLLINS

* ****** *****

Edison, NJ *****

732-***-**** *******@*****.***

SUMMARY OF QUALIFICATIONS

Customer Service, Operations and Training Leader in the Financial Market

with extensive experience in the financial services and banking.

Successfully managed 20 direct reports and up to 200+ individuals, dotted

line through motivation, coaching, development and a team focused outlook.

Effectively gained commitment from all Financial Center staff to maximize

goals and increase team accountability, sales, service and problem

resolution. Committed to exceptional customer service and "owning" the

customer experience, with increased customer retention.

Relied on by Senior Management to effectively model and reinforce the

corporate culture, values, policy and integrity. Member of the Corporate

Diversity Council. Key skills include:

Operations Management and Customer Service

Improvement

Employee Development / Mentoring Performance Management

Training Development and Change Management

Facilitation

PROFESSIONAL EXPERIENCE

WACHOVIA BANK/WELLS FARGO, Edison, NJ

Service Leader 2005 -

2010

Provided operational, customer service, and sales support to the field,

teaching best practices for Financial Center Managers and teams to achieve

financial center performance.

. Recruited, hired, developed, and retained the most qualified employees

while utilizing corporate resources to manage and maintain staffing

levels with sensitivity towards diversity.

. Directly managed HR processes for all direct report appraisals,

disciplinary actions, individual development plans, career development

and training.

. Developed and implemented strategic service and retention action plans

that capitalized on opportunities, competitor weaknesses, and supported

overall corporate goals and expense management.

. Lead the Financial Center employees in establishing an environment that

achieved exceptional customer service.

. Served as role model by promoting service awareness, being operationally

sound, and fostering teamwork skills among Financial Center Managers and

teams

. Utilized Wachovia sales and service management processes to set

objectives, create action plans, and monitor progress. Goal was to

achieve 100% success rate monthly.

. Created a motivational environment within the market by encouraging

employees to succeed. Ensured effective recognition for achievements

monthly on regional conference calls at meetings and with certificate

presentations.

. Met monthly with Sales Leaders and Operations Consultants to review

market performance and to ensure delivery of consistent sales and service

approach.

. Achieved team and market goals as well as operational efficiencies.

. Accountable for successful retention of market customers, with emphasis

on the high value customer segment.

. Maintained visibility in the community in order to promote a positive

company image.

. Provided expense management support and overall achievement of financial

plan.

MARY E. COLLINS

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732-***-**** *******@*****.***

WACHOVIA BANK, Woodbridge, NJ 2001 - 2005

Financial Center Manager

Responsible for driving sales and service in the Financial Center.

Exhibited professionalism, promoted service awareness ensuring operational

standards was achieved.

. Led financial center employees in establishing an environment that

achieved sales and service performance objectives.

. Facilitated teamwork through morning meetings to assess business needs

and opportunities and follow-up sessions for end of day recap.

. Developed specific strategies and monitored the progress on a daily basis

to meet and exceed goals and objectives.

. Coached and trained all Financial Center employees to deliver exceptional

customer service. Mentored new hire Financial Center Managers.

. Functioned as focal point of contact for customers by assessing needs and

directing to appropriate financial center personnel and performed service

transactions where appropriate.

FIRST UNION NATIONAL BANK, Woodbridge, NJ 1995 - 2001

Customer Relations Manager 1998 -

2001

Financial Sales Representative

1995 - 1998

PRIOR RELEVANT EXPERIENCE

FIRST FIDELITY BANK, Plainfield and Woodbridge, NJ

Service Manager / Assistant Manager

DIME SAVINGS BANK OF NEW JERSEY, Plainfield, NJ

Branch Manager

STARPOINTE SAVINGS BANK, Plainfield, NJ

Assistant Branch Manager

CERTIFICATIONS/TRAININGS

Completed several in-house certifications/programs: Financial Center

Manager Mentoring program, New hires certification

AWARDS/COMMITTEES

Served on Wachovia Corporate Diversity Council

Received numerous bank related awards, commendations and certificates

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