Customer Service Manager

Kandice K. Jones

**** ******** ***** ? Arvada, CO 80004

303-***-**** ? *******@***.***

Management Profile

Consistently raising the bar on all performance areas

Growth-driving business leader with 20+ years of experience leading multi-

site operations to build corporate value by consistently surpassing

expectations for revenue growth and customer service ratings. Background in

retail banking with proven record of turning around struggling operations,

reducing employee turnover, boosting profits, opening new markets and

launching new sales locations.

Sales Management: Shaped and led highly engaged, top-ranking teams to

consistently outperform goals.

Operations Management: Implemented policies and procedures, completed

special projects, trained employees.

Customer Service: Grew and retained customer base through an energetic

emphasis on service excellence.

Organizational Leadership: Led multiple branches simultaneously, coaching

and mentoring team members to consistently surpass performance goals.

Core Qualifications

Operations Management Customer Service / Business Development

Retention

Sales Strategies Marketing Initiatives Policy Development

Personnel Management Training & Development Project Coordination

Professional Experience

Career Knacks, LLC, Golden, CO 2010 - Present

Recruitment Specialist

Recruit professional healthcare staff for clients across the US. Sustain a

robust pipeline of active prospects and ensure up-to-date information on

participant placements and potential job opportunities. Engage in business

development by actively marketing and acquiring new accounts. Conduct

prescreening, phone and in-person, interviews for junior and mid-level

positions.

. Attracted quality candidates by establishing a strong referral network

at universities and by conducting career events.

Vectra Bank Colorado, Westminster & Broomfield, CO 2009 - 2010

Branch Manager / Assistant Vice President / Branch Services Manager

Held three simultaneous positions: Branch Manager of two branches and

Service Manager at Park Centre Branch, leading a total of 10 employees.

Conducted financial analyses and risk assessments. Ensured regulatory

compliance, processed customer transactions, and developed and maintained

budgets. Established and implemented sales plans and created marketing

initiatives.

. Built a high-performance team at both branches through ongoing

coaching and mentoring in the VectraPro process, resulting in all

employees outperforming year-to-date goals.

. Ignited demand for banking services, with both branches exceeding

goals for the fall deposit campaign and consumer lending campaign.

. Propelled bank's brand throughout outreach activities including

serving as a member of the Broomfield Community Foundation Finance

Committee and Broomfield Chamber Ambassador.

KANDICE K. JONES ( Page 2 of 2

Washington Mutual, FL, UT & CO 1989 - 2009

Branch Manager / Vice President, Golden Town Center Store (Golden, CO (

2003 - 2009)

Selected to launch and lead banking operations in Colorado region. Served

as Senior Team Lead in the Region Leadership Council, training and

conducting staff meetings with store manager, assistant store manager,

personal financial representative, and tellers. Fostered a work culture

that resulted in high morale and low turnover.

. Led successful launch and growth of de novo Colorado regional market,

instituting entire operational infrastructure. Recruited, hired and

trained 300 management and branch staff, rapidly ramping up their

productivity and acceptance of the company's culture.

. Ranked in top three of performance measurements for 2004, 2005, 2006,

and 2007.

Branch Manager / Vice President, Golden Town Center Store & Arvada Town

Center (2007)

Tapped to open and manage new branch while continuing to lead existing

branch, with a total of 16 staff.

. Effectively managed project to ensure customer service exceeded

corporate expectations and zero loss of deposits.

. Achieved swift results: Grew new branch deposits to approximately $20M

with over 10,000 transactions, increasing client base from zero to

3,000.

Region Team Lead (2004 - 2008)

Set strategic and operational direction of five branch offices in the

Colorado region. Conducted monthly regional meetings with managers and

assistant managers to lift performance and deliver consistent region

message. Directed and mentored managers in problem solving, customer

issues, staffing, and employee discipline.

. Increased morale and sales by designing Cluster Contest incentives to

lift goal achievement and overall performance in measured targets.

Consumer Bank Operations Analyst (2002 - 2003)

Charged with groundbreaking project to plan and execute largest business

launch in WAMU history. Held full responsibility for audit integrity of all

the stores in Colorado. Served as liaison to back office and vendors.

. Directly responsible for the set-up of all Colorado stores, hiring 50

store managers and assistants and ensuring all the training and

certification.

. Assimilated employees into corporate culture by orchestrating

onboarding events.

. Successfully completed the largest de novo opening of 20 stores on one

day, making WAMU history in December 2003.

Branch Manager, Vice President Provo Town Center Store (Provo, UT ( 2001 -

2002)

Managed a 9-member staff, 25,00 transactions and $75M in deposits.

. Achieved #1 ranking in UT02 region in residential and consumer

lending, exceeding all measured goals.

Branch Manager, Assistant Vice President Sawgrass Financial Center

(Sunrise, FL ( 1999 - 2001)

Turned around four-year-old underperforming branch recently acquired from

Great Western Bank.

. Significantly improved results by growing deposits from $8M to $48M

and growing transactions from 10,000 to 56,000.

. Achieved #2 ranking in the region in 1999, 2000 and 2001.

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Additional positions held at Washington Mutual include Assistant Branch

Manager, Operations Supervisor & Financial Services Representative

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