Customer Service Manager

Samuel Cardoso

**** ******** *** ******, ***** Vista,

California 91914

Cell: 619-***-****

Email: **********@***.***

Vice President & Branch Manager Accomplishments

Offering over 15 years of Management Experience, including:

Overall Responsibilities - Managed branch staff, including supervising

employees and made decisions regarding employee recruitment, compensation,

promotion, discipline and termination. Communicated business goals,

objectives and company performance results. Assigned sales goals and

performance expectations. Provided performance feedback, developmental

coaching and recognition of performance results.

Branch Growth - Responsible for development and retention of customer base

through effective marketing programs, business development and community

involvement. Performed business development which included frequent

outside calls and inside telemarketing. Resolved all customer issues

quickly and effectively.

Customer Service - Developed a branch service team that provided exemplary

customer service. Lead by example and held team accountable to high

service standards.

Financial Management - Established and met budget goals based on growing

the business and on sound cost analysis, making continuous changes to

control costs while maintaining high quality performance and increased

branch profitability.

Sales Growth - Established, maintained and managed an effective sales

environment through consistent customer profiling, regular coaching and

continuous training.

Performance Coaching - Provided ongoing performance feedback, working with

employees on developing, motivating and improving skills. Documented

positive performance as well as areas needing improvement.

Training & Development - Ensured that staff completed proper training

courses in accordance with their job roles.

Community Involvement - Maintained contacts with government, civic and non-

profit organizations, volunteered time, developed leads and promoted banks

goodwill.

Compliance and Managing Risk - Actively ensured compliance with bank code

of ethics, all Anti-Money Laundering, Bank Secrecy Act, information

security and suspicious activity reporting requirements, policies and

procedures. Participated in any required corporate and business training

in these areas. Followed account opening procedures and followed internal

suspicious activity referral requirements and processes as required.

Energy Saving and Weatherization Program Experience

Community Outreach & Awareness - Responsible for providing program

presentations to Local City and County Agencies, Property Managers and

Owners in the San Diego area.

Marketing - Create and publish marketing material for distribution.

Program Qualifying and Application Processing - Prepare assessment reports

for implementation staff.

Conduct Assessments and Inspections - Responsible for all funder and agency

required correspondence and reports.

Customer Relations - Provide customer service and follow-up to participants

and homeowners.

PROFESSIONAL EXPERIENCE:

CUI - Campesinos Unidos, Inc. (Consultant)

Independent

Assessor (energy saving & weatherization program)

August 2009 - Present

U.S. Bank, NA

Vice President & Branch Manager

February 2006 - August 2009

Union Bank of California

Vice President & Branch Manager

August 1995 to

February 2006

Great Western Bank (previously HomeFed Bank)

Assistant Vice President & Assistant

Branch Manager

August 1984 to August 1995

EDUCATIONIONAL QUALIFICATIONS

University of Phoenix

Bachelors of Science: Business Administration

June 2004

U.S. Bank Leadership Academy Graduate

December 2008

Certified Energy Saving and Weatherization Assessor for the State of

California

SKILLS:

Bilingual in Spanish

Computer literate with

knowledge of Lotus, WordPerfect, Microsoft Word, Excel, PowerPoint.

REFERENCES:

Available upon request

Contact this candidate