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Customer Service Manager

Seabrook, Texas, 77586, United States
March 17, 2011

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**** *. **********

El Lago, TX *****

281-***-**** or 361-***-****




Professional individual at all levels of financial management and customer

services. Areas of expertise include: opening new facilities, designing

and implementing financial and customer services and procedures, new

business development, and compliance with federal and state regulations.

Goal-oriented, cost-conscious professional who leads and participates by


Exceptionally dedicated to community service as a volunteer.

Key Qualifications

Lending and Credit Strategic Planning

Policy Development Budgeting

Process Design/Development Team Building

Promotions/Public Relations Customer Service

Federal/State of Texas Regulations Corporate Trust

Internal Auditing Asset Liability Management

Brokerage Assistant Financial Planning

Trade Development Management

Professional Experience

PROSPERITY BANK, Corpus Christi, Texas (June 2009 to September 17, 2010)

. Lobby Manager/Supervisor/Lender

TLC FEDERAL CREDIT UNION, Tillamook, Oregon (March 2008 - September 2008)

Investment Department

. Executive Assistant to Financial Advisor/Broker

GULF COAST LNG PARTNERS, LP, Houston, Texas (September 2004 - August 2007)

Office Manager

. Manager of Calhoun County Office and Activities

. Preparation of Board Reports (Financial Data)/Assist with FERC

Permitting Process

. Assisted all company experts in the permitting and future construction

processes for an LNG receiving and gasification/distribution facility

to be constructed in Calhoun County, Texas.

. Acted as liaison with local governments, State and Federal Agencies,

and general public.

FIRST VICTORIA NATIONAL BANK, Texas (January 1996 - March 2004)

Vice President / Manager, Calhoun County Office

Full service commercial and consumer banking facility, nine locations,

300+ employees. This branch is one of seven competing financial

institutions in community of 20,000 with assets growing from $0 to over

$25.6 million in seven years under my leadership.

. Opened this new branch in 1996 following its construction and

coordination of various departments within the facility.

. Made recommendations for incorporating advanced computer technology to

streamline operations, resulting in permanent implementation in all


. Grew account base from zero to over 1,900 at the end of our fifth

year. Expanded loan portfolio to $6.5 million at end of our sixth

year, with active loans numbering over 800.

. Gather data and compile monthly and YTD branch reports on new

accounts, loans, IRAs, funds on deposit, and safe deposit boxes.

Consistently surpass projections for deposits and loans; maintain

expenditures under budget.

. Manage marketing, customer relations and staff cross-training.

. Efficiency study by independent group touted branch as model for other

locations in efficiency and organization of operations.

. Refine and detail staff job descriptions. Cross-train employees

resulting in reduced staffing needs for this branch. Based salary

levels on performance and cross-training.

. Created and implemented new policy of developing strategic plan in

conjunction with operating and capital budgets. Senior management

ultimately implemented this procedure throughout all branches.

. Manage and supervise facility maintenance, equipment, parking, and


. Comply with state and federal banking regulations, maintain required

documentation; educate staff on new regulations and changes.

. Hire, train, and supervise branch personnel; provide incentives,

resources and motivation to improve performance; lead by example and

empower employees to achieve goals.


CITIZENS NATIONAL BANK, Texas (1980 to 1996)

Vice President / Department Manager / Supervisor

Newly chartered, full-service bank opened in 1980

. Assisted in startup of newly chartered bank; coordinated multiple

projects in preparation for opening.

. Issued stock certificates; prepared corporate trust ledgers for

original stockholders.

. Set up general ledger, loan, teller, new accounts, and

bookkeeping/payroll departments.

. Organized stockholder board meetings.

. Made recommendations for upgrading software and computer technology to

improve operations.

. Participated directly in business development playing integral role in

customer growth and satisfaction.

. Bank named fastest growing bank in community of 65,000 two years post-

opening, while directly competing with older and larger banks in the

city. Growth associated with customer service, community leadership,

advanced technology, and superior marketing.

. Performed internal audits, reporting to board of directors.




CITY STATE BANK (5 months)


MSWord/WIN Word Finance-specific software/systems:

WordPerfect Lotus Notes

Internet Jack Henry Database

MS Excel Laserpro Loan Processing

Outlook Express Silohuette Imaging

QuickBooks E-Commerce

MSN Messenger Clarke American Check Writing

Education / Professional Training / Licensure


Group I Insurance License, State of Texas (Life and Health)


Psychology Internal Audit School

Customer Service Tourism & Economic Development

Platform Automation Certification Principals of Banking

Coaching / Team Building for Managers & Supervisors

Courses provided through American Institute of Banking and Texas Bankers


FDIC Improvement Act Cross Selling

Dealing with the Angry Customer Asset /Liability Management

IRS Compliance Customer Centered Banking

Many other courses were taken that are too numerous to mention.

Community Service / Leadership / Recognition

2001 Woman of The Year for Calhoun County

Port Lavaca Chamber of Commerce Board (President, 2000): Ambassador,

Finance Committee Chair (2002)

Established and chaired search committee for new Chamber Executive

Director in 2000.

Served on multiple committees, including, Awards Banquet, Cinco de

Mayo, Festival of Lights, Bay Days, Membership Development, By-laws

Committee, Tourism, Business & Industrial Trade Show, and others.

Texas State Bar Grievance Committee, District 11A (1999-2003)

Calhoun County Video Production: Organized production of tourism video,

history video (raised $8,300 to produce history video for the county),

and economic development video.

United Way Volunteer 1994-1999

Harbor Victim's Advocacy Center - Crisis Hotline Volunteer

Calhoun County Leadership Graduate

Rotary International (Treasurer for 2001-2004 & member for five


Calhoun County Economic Development Corp. - Board Member (Member

prior to and during incorporation)


Ted Erickson, CFP

TLC Federal Credit Union

Tillamook, OR

Phone: 503-***-****

Mike Pearce, President

TLC Federal Credit Union

Tillamook, OR

Phone: 503-***-****

Rafael Garcia

Gulf Coast LNG Partners, LP

Houston, Texas

Phone: 281-***-****

Mike Bilberry

Gulf Coast LNG Partners, LP

Houston, Texas

Cell: 713-***-****

Peggy Brown

J W Operating

Victoria, Texas

Home: 361-***-****

Office 361-***-****

Jerry & Barbara Crawford

Salinas, California

Phone: 831-***-****

Jim & Donna Fite

Spring, Texas

Phone: 281-***-****

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