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Manager Customer Service

Placentia, California, 92870, United States
May 29, 2010

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Jan Diamond

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

Placentia, CA

(714) ***-****


Senior level Branch Operations Manager with excellent qualifications in

Branch Operations, Management, Sales, Business Development and Customer

Service. Command exemplary organizational, time management and supervisory

skills in the coordination of multi-task responsibilities. Aware of the

need for quality customer service with the ability to meet and overcome

customer objections. Interface well with customers, staff and management


Managed and participated as an integral part of a team effort to develop

and implement policies and priorities for assigned programs. Self-

disciplined and energetic professional with strong leadership skills and

organizational skills in a fast-paced and changing environment.

Key Strengths Include:

Skilled at incorporating new ideas and products to improve services and


Function effectively and resourcefully in pressure situations, making

critical decisions with sound judgment.

Proficient in visualizing, creating, staffing and supporting assigned


Organized and accurate, working efficiently, independently or as part of a


Experienced in management/mentor training, planning and development.

6. Interface easily with individuals of all levels and from diverse

cultures and disciplines.


Pacific Premier Bank Costa

Mesa, CA June 2005 to June 2009


. Responsible for generating, maintaining and servicing profitable

business and retail relationships within 6 branch locations and 35


. Coordinated successful openings of 3 banking branches in Orange County

while minimizing costs to increase revenue in new branch locations.

. Planed, organized and directed all branch staff and activities in the

community to promote sales culture and increase deposit growth in the


. Effectively establish and communicate the bank's goals to Branch

Managers to gain commitment and establish plan of action.

. Provided consistent and continuous coaching, recognition, advice and

guidance to staff members on a daily basis and during the annual

review process.

. Maintained knowledge of banking-related federal, state, and local

laws, statutes, and regulations; developed and implemented processes,

policies and documentation that minimized legal exposure.

. Discussed operational issues with the Chief Banking Officer regarding

branch staff changes, training and hiring processes to streamline

efficiency and training in the branch.

. Played an integral role in the system conversion process in a changing

environment. Lead the team to a system change to implement and train

branch staff and managers

. Ensured adherence to bank policies and procedures to maintain

acceptable audit ratings. Prepared audit responses to Board Members.

. Responsible for all phase branch management including customer

service, customer retention and branch management.

. Special project management in coordination with Chief Banking Officer.

Quaker City Bank / Banco Popular N.A Whittier, CA

September 1998 to April 2005


. Coordinated successful openings of 17 in-store banking branches in

Southern California.

. Responsible for hiring and training of Branch Managers, Assistant

Managers and Banking Associates.

. Negotiate logistic contracts with vendors for branch materials,

supplies and equipment with Facilities Manager.

. Assisted in development and implementation of in-store marketing


. Prepared employee annual performance reviews, action memos and

termination requests for branch staff.

. Provided operational support and consultation to retail branches and

loan division.

. Directed branch management in activities to ensure dependable customer


. Project management lead of multiple projects including, computer

upgrade taskforce and Y2K conversion taskforce.

BRANCH MANAGER Various Branches

March 1987 to September 1998

. Provided leadership and management of retail office.

. Ensured adherence to bank policies and procedures.

. Managed branch budget to meet branch revenue and expense objectives.

. Provided coaching, recognition and motivation to staff members in

order to achieve branch sales goals.

. Effectively establish and communicate performance expectations to

staff members.

. Conducted branch audits to verify branch compliance with security



. Member of Independent California Bankers Association.

. Sales and Marketing Training - Dave Martin, Supermarket Banking

. Banker Systems Inc. Seminars

. Western League Workshops and Seminars


. Advanced knowledge of FPS Goldteller Platform System

. Advanced knowledge of Fidelity Horizon System

. Excel and Word knowledge

REFERENCES: Available upon Request

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