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Manager Customer Service

Seattle, Washington, 98121, United States
May 26, 2010

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Ian P. Ellis

** ***** ** # *** ( Seattle, WA 98121 ( 509.***.**** (cell)

Profile Summary

Accomplished Management & Leadership professional with an ideal blend of

academic preparation and real-world career development; recognized as

devoted public citizen who regularly volunteers in the community.

o Effective communicator with concise verbal skills; meets

deadlines with superior results.

o Sound organizational and budgetary aptitude; demonstrates

superior analytical mindset.

o Benefits from receptive listening ability in coming up to speed

quickly; excels under pressure.

o Familiar with all current technologies; including MS Word,

Excel, and PowerPoint.


Presentations & PR Sales & Business Growth Auditing &


Budgeting / P&L HR / Employee

Statements Development

Professional Experience

Umpqua Bank (Previously Evergreen Bank) Bellevue, WA

Branch Manager 2009 - May 2010

. Oversees all aspects of branch (e.g. operations, sales, customer

service, personnel, security, and audit/compliance).

. Developed and implemented strategic business plan (in highly

competitive market) to grow branch in all areas, including deposit

portfolio, consumer and business accounts, income (all categories),

and maintenance of loan quality on current portfolio.

. Serves as community liaison, partaking in active Chamber of Commerce

membership, professional networking groups, and volunteering through

Junior Achievement.

. Spearheads Health Savings Account campaign, delivering presentations

to local businesses.

. Serves on company committee to develop new computer platform for

accounting system, new account system, and teller system.

Select Accomplishments

o 2009 YTD growth at 329.9% of goal in deposit portfolio (from

$14.9MM to $21.2MM).

o 2009 YTD budget at 5.83% below current budget allocated.

o Current loan portfolio of $1.5MM with no past dues or


o Positive net growth in consumer and business accounts (684 to 711).

Washington Mutual Bank Lynnwood, WA

Assistant Branch Manager 2007 - 2009

. Oversaw sales, operations, and personnel administration for Financial

Center with $75 million deposit portfolio, 4,857 retail households,

and 8.25 FTE.

. Implemented and reinforced bank standards through training,

development, and coaching of branch staff.

Ian P. Ellis Page Two

Professional Experience (continued)

Washington Mutual Bank Lynnwood, WA

Assistant Branch Manager 2007 - 2009

. Resolved customer questions, concerns, and complaints; achieved

105.70% of goal for Customer Loyalty Score.

. Implemented and maintained procedures to ensure successful completion

of semi-annual audit, as well as stay within federal regulations;

earned 2 successful audits in 2008.

. Minimized risk / loss; loss per monetary transaction was $.13, with a

goal of $.17 or less.

US Bank Seattle, WA

Customer Service Manager 2005 - 2007

. Increased customer loyalty scores from 50% (Q1 2006) to 80% (Q3 2006).

. Implemented action plan to maintain audit and compliance excellence;

successful turnaround of 3 failing branches.

. Minimized losses to 55% of plan (2005); increased deposit service fees

/ OD fees 25-30% monthly.

Shopko Stores, Inc. Spokane, WA

POS Supervisor (2003 - 2005) / Cashier & Service Desk Attendant (1999

- 2003) 1999 - 2005

Roseberg Condominium, LLC Seattle, WA

President, Board of Directors 2007 - Present

. Leads management and operation of business affairs for 36-unit condo

association, including leadership of all additional officers, the

property management company, and third-party vendors.

. Plans and facilitates monthly board meetings and annual homeowners


. Developed and implemented effective annual budget of $100,000.

Select Accomplishments

. YOY 71% increase in Net Operating Income; YOY 21% increase in Net


. 2009 Budget YTD earned 18.1% reduction in Total Operating Expenses.


Eastern Washington University - Cheney, WA

BAB, Finance & Economics (2005)

Volunteer Experience

Human Rights Campaign Seattle, WA

Volunteer 2009 - Present

. Involved to Approve Referendum 71 for Washington State, protecting

domestic partnerships.

Junior Achievement Seattle, WA

Volunteer 2007 - Present

. Served as Team Captain (2007 - 2009), helping raise $5000; taught

community and economic programs to youth.

United Way Seattle, WA

Volunteer 2007 - Present

. Participated in fundraising campaigns, and as a Day of Caring



BNI Professional Network Group Bellevue Chamber of Commerce

Leadership Committee (2009 - Present) Member (2009 - Present)

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