Customer Service Manager
Resume:
Mary E. Greenberg
Arlington, TX *6002
972-***-**** (cell)
abmjf5@r.postjobfree.com
Professional Profile: Accomplished Manager with a proven ability to lead and motivate.
EXPERIENCE:
Jan 2009 present Wells Fargo Dallas TX
Assistant Vice President/Store Manager
Accountable for meeting and exceeding Store Goals
Coaching and developing of team members to meet both store goals and individual goals
Encourage community involvement within the Uptown Dallas area
Successfully transitioned team members from Century BANK to Wells Fargo
Developed successful partnerships with other business lines (i.e. Mortgage, Wealth Management, Private Banking)
Monitor and control compliance risks; adherence to all external, federal, and local regulations as well as internal policies
and procedures
Coaching and developing of team members to enhance both new and existing customer relationships by profiling to ensure
that we are meeting their financial goals
Accountable for culture implementation of our WOW! Customer Service and Mystery Shop scores
Feb 2006 Dec. 2008 Century BANK (acquired by Wells Fargo in Jan 2009) Dallas TX
Vice President/Retail Market Manager
Oversaw 10 branches in the North Dallas area
Responsible for the coaching, mentoring, motivating, and development of 10 Branch Managers by setting clear expectations
and goals
Responsible for being in the branches 80%
Accountable for culture implementation of our WOW! Customer Service and Mystery Shop scores
Security contact for the Dallas Branches
Responsible for core account growth, core deposit growth, business development, and strategic market planning for all of
Dallas branches
Reported directly to and communicated with CEO on issues on marketing, sales, and staff development
Assisting with the planning and opening of 10 DeNovo stores
Created and chaired regular staff leadership development meetings
Developed marketing strategies to thoroughly promote and elevate awareness of the Century Bank brand
Century BANK
2005.2006 Dallas, TX.
Assistant Vice President/Branch Manager (May 2005-Feb. 2006)
Develop, coach, and motivate a team of 12 to provide WOW! customer service and take ownership in their branch
Grew the branch from $13 million in deposits to $28 million in 9 months
Consistently did 14 outside business calls a week to generate new business into the branch
Mentor and resource to new managers
Turned around the morale of the branch and rebuilt the trust of the employees
Managed deposit growth and retention of existing customer
2001 2005 Middlesex Savings Bank West Acton, MA.
Retail Banking Officer (Mar. 2001-Feb. 2005)
Oversee and manage $83 million branch.
Manage, schedule, and motivate team of 12 to promote strong sales and service environment.
Developed a sales culture through needs based solutions within the branch environment through positive coaching and
development
Responsible for developing new business and cross selling opportunities through calling program and networking in
community organizations.
Implement sales plan to meet yearly financial goals.
Effectively managed deposit growth and retention of and existing customers.
Monitor and control compliance risks; adherence to all external, federal, and local regulations as well as internal policies
and procedures
Sovereign Bank of New England
1993 2001 Lincoln, MA.
Community Banking Officer (Sept. 2000-Mar. 2001)
Oversaw and managed $20 million branch.
Managed, scheduled, and motivated team of 3 to promote strong sales and service environment.
Responsible for leadership, training, and coaching during divestiture from Fleet to Sovereign
Effectively managed deposit growth and retention of new and existing customers
Provided leadership and coaching to ensure that sales and service quality performance goals were met
Team member professional development in cross selling of products and services
Fleet Bank/Sovereign Bank New England Framingham, MA.
Assistant Branch Manager (July 1997 – Sept 2000)
Managed all functions within the branch including all aspects of sales, service, and operations
Effectively cross sold bank products and services in order to find solutions to meet customer needs while achieving
desired growth and profitability
Effectively managed existing and new customer relationships to maximize new business opportunities and strengthen
relationship with bank
Fleet Bank/ Shawmut Bank Worcester, MA.
Team Leader (Feb 1995-July 1997)
Provided daily management /leadership to 20/23 Answer Center Specialists
Responsible for coaching and developing of CSR’s in the delivery of quality customer service
Assisted CSR’s by answering complex questions, handling difficult calls from customers and resolution of difficult
research problems
Analyze daily statistics to monitor team performance in meeting departmental standards
Fleet Bank/Shawmut
Worcester, Ma.
CrossLobby Project Team Leader (Jan 1996-Nov 1996)
Provided daily management/leadership to 44 Answer Center Specialists
Directed, trained, and implemented procedures for CrossLobby unit to enable transaction processing across state lines
during Fleet/Shawmut merger
Provided feedback to Senior Management on crosslobby missing deposit project
Accomplishments:
Grew store households from 600 to 1,100 in 2009
Hosted Uptown Business Association Networking Breakfast (Jan 2010)
Promoted to Assistant Vice in 2005
$15 million increase in branch deposits from 06/05 02/06
$20 million increase in branch deposits since 03/01-05/04
Branch voted Gold Winner and Regional winner by Community Newspaper readers 2003 2004 Reader’s Choice Awards
(covers 8 towns)
Selected for Fixed Annuity Pilot sales program March 2003
Licensed in May of 1999 to sell Life Insurance in Commonwealth of Ma.
Promoted to Banking Officer in December 1998
Elected Treasurer of the West Acton Merchant’s Business Professional Assoc.
Elected President/Executive board for the Network For Women’s Lives 2003/2004
Education:
Awarded Associates Degree in June of 1999 from New England College of Finance. I am enrolled in a bachelor’s degree
program with Boston University and will transfer credits to UTA.
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