Customer Service Manager

RESUME of

VICTOR Q. LIM JR.

Residence Address

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

Fullerton, California

Mobile No. 1-714-***-**** 1-714-***-****

E mail address: **********@*****.***

CAREER

SUMMARY

Broad based experience in sales, credit and banking office administration.

Comprehensive skills in business development, branch operations, sales and

marketing, and personnel administration. Effective leadership and hands-on

ability in managing promotional campaigns, financial planning, overall

banking compliance and operational risk management.

EDUCATION

ASIAN INSTITUTE OF MANAGEMENT

Master in Business Management. Finance and Marketing concentration

supported by elective courses in corporate financial management,

international finance, real estate finance, treasury management and

marketing strategy. Dean's List during the second year of the program.

UNIVERSITY OF SANTO TOMAS

Bachelor of Science in Physical Therapy (Rehabilitation Medicine).

Graduated with honors, Cum Laude

WORK EXPERIENCE

Solomon Edwards Group

Project Consultant/Senior Asset Manager - Currently assigned to the Federal

Deposit Insurance Corporation office in Irvine, California. Reviews and

make recommendations on contracts and leases of banking institutions under

FDIC's supervision and receivership. Ensures that the FDIC's interests are

adequately protected, monitor proper collections of receivables and

minimize losses for the corporation.

Citibank N.A. Shanghai

August 2006 - Dec. 2008 Vice President Compliance and Control Director

Citibank China

Senior officer responsible for Consumer Bank Compliance and Operational

Risk Management. Supervises a team of Compliance Officers and internal

audit reviewers with the overall objective of protecting the franchise and

at the same time supporting the business growth. Member of the senior

management team of Citibank China Consumer Group. Key liaison officer in

all external and internal regulatory examinations.

Managed Private Bank compliance and obtained the necessary regulatory

approvals for new product launches. Key player to secure regulatory

approval for branching licenses and local incorporation process.

July 2004 - July 2006 Vice President Senior Advisor assigned to

Shanghai Pudong Development Bank

Senior Officer and Citibank Representative appointed to Shanghai Pudong

Development Bank. Key responsibility was to develop and support consumer

bank business for SPDB. Served as key liaison officer between Citibank and

SPDB. Facilitated joint venture projects and mutual cooperation between

Citibank and SPDB. Served as senior advisor and counsel for matters

pertaining to the strategic direction and management of the consumer bank

business.

CITIBANK N.A. GUAM USA

November 2001 - June 2004 Vice President Country Business Manager

Senior Citibank Country Corporate Officer assigned in Guam. Achieved 36%

earnings growth over the last two years and developed Citibank's consumer

banking business in Guam.

Set strategies and directed the various Business Units (Branch Banking

and Lending, International Personal Banking, Mortgage, Cards, Consumer

Finance, Insurance) in the development and execution of the business plan.

Delivered budgeted profit center earnings.

CITIBANK N.A. PHILIPPINES

October 1997 - October 2001 Vice President Branch Banking /

Savings and Investment Director

Managed the different Bank branches in developing and implementing business

relationship building and acquisition initiatives. The customer base,

savings and investment volume doubled in the last 4 years.

Provided Senior Management with the relevant financial, service, operation

MIS, and coordinated with Marketing, Treasury and other departments with

the objective of achieving /exceeding revenue and growth targets for the

branches.

Developed wealth management and investment proposition for the high net

worth clients of the bank.

September 1992 - September 1997 Vice President Makati Branch and

Citigold Center Manager

Administered all aspects of retail bank branch performance ensuring quality

customer service, optimized operation efficiency, and achieved sales

results.

Supported the successful implementation of Citigold Priority Banking for

high net worth individuals.

Consistently achieved 25% overall branch revenue growth.

Improved customer service satisfaction scores from 76% to 85%.

Implemented Model branch functionalities such as advanced customer

information system, paperless teller and one stop account opening process.

October 1991 - August 1992 Vice President Cards Credit Cycle Head

Acted as the Division Head of Credit Card Acceptance, Approvals, Merchant

Credit and Card Collections. Supervised a group of credit officers, credit

processors and collection staff. Responsible for setting up Cards Credit

Policies and Procedures. Managed to lower card delinquency levels from 16%

to 5% in 10 months.

June 1989 - September 1991 Vice President Business Manager for Cebu

Branch

Administered all functions of branch sales, service and operations.

Developed and implemented branch sales plans as well as service programs

and campaigns. Achieved 100% volume growth over the two years that I

assumed the position. Launched and introduced various Citibank products in

Cebu such as dollar checking accounts, Mortgage Power and Ready Credit.

January 1987 - May 1989 AVP Head Office Branch Operations and

Customer Service Manager

Supervised 4 officers and 30 staff in handling customer service, cash and

vault tellers, ATM machines, fund transfers, investment products, and

accounting. Started the Phone Banking Center for the bank.

July 1986 - January 1987 MGR Greenhills Branch Operations Manager

January 1985 - June 1996 AM Treasury Operations Unit Head

September 1984 - January 1985 Tellers' Unit Supervisor

Supervised the processing and handling of local Money Market transactions,

Time Deposits, Offshore Deposits, funds transfers and safekeeping of

government securities.

July 1984 - September 1984 Entered as an Executive Trainee, trained in

Branch Banking, Check Clearing, Money Transfers, Commercial Credits,

Treasury and Account Management.

SEMINARS ATTENDED

Operations in Banking

Trade Finance / Import and Export Bills / Letters of Credit

Handling the Problem Employee

Developing Management Skills

Managing Accelerated Change

Operations Simulation Game

Process and Service Improvement

Consumer Oriented Retail Environment Computer System

Assertiveness Training Workshop

Service Excellence Training (Taiwan Jan. 1989)

Marketing Financial Services (India Oct. 1989)

Managing People (Singapore May 1990)

Credit and Risk (Singapore Aug. 1991)

Cards Credit, Collection and Fraud Seminar (Singapore Nov. 1991)

Effective Business Presentation

Investment and Mutual Funds (Singapore Sept. 1993)

Regulatory Compliance (Singapore May 1994)

Treasury Cycle Management (Singapore Oct. 1994)

Strategic Leadership

Levers of Control (Singapore July 1999)

Salomon Smith Barney Sales and Leadership Training (Hartford, Connecticut

April 2001)

Wealth Management (Singapore May 2001)

Consumer Finance (Bangkok Sept. 2003)

Citibank Asia Pacific Senior Management Conference (India February 2004)

Citibank Asia Pacific Senior Management Conference (Sydney February 2005)

Citibank Asia Pacific Senior Management Conference (Malaysia, January 2006)

Citibank Asia Pacific Senior Management Conference (Malaysia, January 2007)

Managing Regulatory Exams (July 2007)

AWARDS RECEIVED

Chairman's Award 1986

Chairman's Award 1988

Gold Service Excellence Award1991

Man of the Citi Award 2001

Other Experience / Qualifications

Service Excellence Workshop and Customer Service Trainer

Retail Bank Regulatory Compliance Coordinator

PERSONAL BACKGROUND

Language Abilities: Proficient in English and Filipino, moderate in

Mandarin (Chinese)

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