Manager Customer Service
Resume:
David S. Johnson, MBA 832-***-**** (home) - 310-***-**** (cell)
**** ******** **** ( Spring, TX 77379 ******************@*******.***
PROFILE SUMMARY
Accomplished Credit Union & Bank Management specialist with an exemplary
performance record backed by 8+ years of diversified leadership experience
across multiple sectors; quickly becomes an asset to any growth-oriented
firm.
o Effectual communication ability and concise verbal skills;
consistently meets deadlines with superior results.
o Exemplary operations leadership acumen, including extensive staff
training and strategic planning achievements.
o Proficient in MS Word, Excel, and PowerPoint, along with Metavante and
USERS; Notary Public in Texas.
Professional EXPERIENCE
Continental Federal Credit Union Houston, TX
Regional Manager (Texas / Newark) 2005 - 2009
. Taken on as Branch Manager; recognized with timely promotions to
Senior and then Regional level.
. Oversees multiple offices (i.e. all Texas locations and Operations
East Coast in Newark, NJ), three of which are the organization's
largest; coordinated build, design, staffing, and launch of newest
Houston location.
. Hires, trains, mentor, and motivate all staff, overseeing multi-state
operational management.
. Ensures regulatory and audit compliance, along with sales goal
achievement and fostering of necessary tools.
. Established relationships with key individuals while maintaining
superior service standards among offices.
. Presides over credit & portfolio administration, loan documentation &
approval, financial analysis & risk assessment, underwriting, and
lender liability issues.
. Leads operations for budget control management, member loyalty &
retention, and Human Resources.
. Developed reputation for consistent successful rollout of company-wide
programs and key projects, improving performance management and
increasing employee morale.
. Assists in developing new products and procedures, as well as updating
/ revising exiting procedures and policies.
. Received numerous member service letters and accolades, along with
three merit-based salary increases.
Premier America Credit Union Chatsworth, CA
Assistant Branch Manager (Operations) 2003 - 2005
. Hired, trained, and mentored staff; delineated staff schedules and
allocated time resources.
. Assumed full operational integrity of large credit union office,
covering and filling in for vacationing branch managers.
. Lead procedural development and service delivery measurement, as well
as regulatory compliance and audit.
. Assisted in developing new business and key relationships, along with
new accounts generation and lending.
. Conducted financial analysis and provided member relations; supported
fraud investigation.
. Filled in at all offices as needed; contributed in call center
environment and with executive management directly.
City National Bank Burbank, CA
Assistant Vice President / Client Services Manager 2002 - 2003
. Presided over operational integrity of high-end clientele commercial
bank.
. Resolved customer-relation issues and sought opportunities to
strengthen weakening relationships.
. Hired, trained, and mentored staff; ensuring audit and regulatory
compliance policies and regulations were followed.
. Created / implemented sales and service goals, seeking creative ways
to motivate employee and customer base.
. Updated forms and streamlined procedures; maintained cash vault and
carried out all financial requests.
. Oversaw financial analysis, risk assessment, underwriting, new
accounts, and general lending as needed.
. Lead procedural development and budget control management on behalf of
operational expansion and outlook.
Wells-Fargo Bank Los Angeles, CA
Customer Service Manager 2000 - 2002
. Managed operations of large commercial bank labeled as "Level IV"
office (i.e. the busiest office within organization).
. Maintained staff of 25+ employees; hired, trained, mentored, and
promoted personnel.
David S. Johnson Page Two
Professional EXPERIENCE (continued)
Wells-Fargo Bank (continued from Page One) Los Angeles, CA
Customer Service Manager 2000 - 2002
. Oversaw audit and regulatory compliance, ensuring high levels of
service and operational integrity were maintained.
. Consistently ranked in Top 5 Sales Professionals in Pacific Northwest
Market.
. Executed wire transfers, as well as managing foreign currency and
large cash vault.
. Approved customer transactions; reviewed, resolved, and corrected
customer issues.
. Served as catalyst for change, transformation, and performance
improvement.
. Assisted with new accounts and consumer lending as needed, as well as
with audit preparation for low- performing offices or offices that had
failed an audit.
. Implemented incentive programs and contests to assist employees in
achieving sales and service goals.
EDUCATION
University of Phoenix - Online Program
MBA, Global Management (3.81 GPA, 2002)
Southern Oregon University - Ashland, OR
BA, International Studies (Magna Cum Laude, 2000)
President of Model United Nations ( Student Senator ( Teaching Assistant
Affiliation
Phi Kappa Phi - Honor Society Omicron Delta Kappa - Leadership Honor
Member Society
Member
David S. Johnson, MBA 832-***-**** (home) - 310-***-**** (cell)
5422 Dunleith Lane ( Spring, TX 77379 ******************@*******.***
References
Gina Loop
VP, Operations
Continental Federal Credit Union
Cynthia Emery
Asst Manager
Continental federal credit union
Tolib Rakhmanov
Medical Doctor
The Burzynski Clinic
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