Customer Service Manager

LIGIA COFFING

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

San Jose, CA 95118

Phone: 408-***-****

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

PROFILE

. Strong background in customer service and sales, with 9 years of

consistently exceeding company goals. Awarded Annual Sales and Service

Award as a Service Manager, 2 years in a row (2007-2008).

. Seven years of management experience hiring, training and retaining

teams. Maintained one of the lowest turnover rates in the local market,

currently at 1% (2008).

. Superior customer satisfaction skills. Increased store customer

satisfaction by over 50% within the first 3 months of being promoted to

Service Manager (2003).

. Effective leader and communicator. Demonstrated drive and initiative and

continually moved up within the organization.

PROFESSIONAL EXPERIENCE

Wells Fargo Bank (Aug. 2000 - Jul. 2009)

Wells Fargo & Company (NYSE: WFC) is a diversified financial services

company providing banking, insurance, investments, mortgage and consumer

finance through almost 6,000 stores, the internet and other distribution

channels across North America and internationally.

Service Manager II, San Jose CA (Jan. 2004 - Jul 2009)

Service Manager II responsible for hiring, managing and training for 22

operations staff, including Lead Tellers, Tellers and a Service Manager I.

. Generate special reports, spreadsheets on a quarterly and annual basis

that track store sales, losses, referrals and turnover.

. Ensure compliance with company audit and operational regulations and

guidelines.

. Ensure minimum losses.

. Approval of date to date transactions.

. Drive and establish sales referrals, service goals, and cross sales

throughout the customer service team

. Coach and mentor customer service team to exceed customer satisfaction

and cross sales goals.

Service Manager I, Sunnyvale, CA (Mar. 2003 - Jan. 2004)

Service Manager I responsible for coordinating training of new customer

service team members and opening and closing store procedures.

. Drove superior customer service throughout the store and customer

service team.

. Ensured all opening and closing store activities were completed in a

timely and efficient manner.

. Facilitated training of new customer service team members.

. Ensured accuracy of all teller transactions and created reports when

necessary.

Lead Teller & Customer Service Representative, Los Gatos & Saratoga, CA

(Sep. 2001 - Mar. 2003)

Lead Teller & Customer Service Representative responsible for coaching and

mentoring the teller team, as a CSR responsible for sales, approving teller

transactions and providing excellent customer service to all bank clientele

in a timely and efficient manner.

. Opening and maintaining accounts.

. Provided superior customer service to bank customers and throughout

the teller team.

. Facilitated training of new teller team members.

. Ensured and approved accuracy of all teller transactions and created

reports when necessary.

Teller, San Jose, CA (Aug. 2000 - Sept. 2001)

Teller responsible for providing excellent customer service to all bank

clientele.

. Handled high volume of customer transactions in a timely and efficient

manner.

. Provided superior customer service to bank customers and consistently

received excellent customer service ratings.

. Continually upsold additional, high value products and services to

bank customers.

.

COMPUTER SKILLS

Proficient in Microsoft Word, Excel, Access, PowerPoint, Illustrator,

Photoshop, and proprietary banking software including SVP, SVT, STS,

Click2Staff, Hogan, and Minding the Store.

EDUCATION/TRAINING

. Professional certifications include Notary public bond by Wells Fargo

Bank (June 2006),

Service Manager Essentials (March 2003), Banker Essentials (September

2001).

. Associate of Arts Degree in Graphic Design (3.7 GPA), De Anza College,

Cupertino, CA (2002).

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