Customer Service Manager

DON FIFER

Phone: 515-***-**** *************@*******.***

MANAGEMENT PROFESSIONAL

Problem Solving Customer Service Process Development P&L Management Cost Reduction &

Profit Growth Project Management Learning & Development Budget Development Compliance

Specialist Productivity & Performance Improvement Vendor Management Public Speaking

Coaching for Performance

PROFESSIONAL EXPERIENCE

HSBC Missouri, Iowa, Arizona July 2003 – April

2009

Assistant Vice President/Branch General Manager August 2004 - April 2009

Responsible for total branch performance including sales, growth, customer service, audit and expenses for

Beneficial Finance, which is HSBC’s US division focused on providing consumer loans, including mortgages

and home equity loans through 1500 branches across the US.

Production – Effectively managed three separate facilities while increasing quality and sales..

Set growth records in each location managed within a 6 month time frame.

o

o Increased Des Moines, IA branch from $16 million receivable to $55 million receivable in 26 months and

produced one of the best Direct Operating Margins in company history.

o Transferred to failing Large-Branch concept in Mesa, AZ and exceeded production goals by over 150%.

o 4 Time Manager of the Year and 4 Time Balanced Operator Award Recipient.

Proven Management – HSBC District Manager Certification. Through a series of training and successful

assessments, I received certification for completion of training to be a District Manager. This was due to my

outstanding results in filling in for vacant District Managers utilizing on site and remote management techniques

while maximizing results.

Leadership – Central Division Leadership Task Force member, MPII Manager, TDF Certification, High

Performance Leadership certification, Coaching for Performance certification, Town-Hall Workshop Leader.

Employee Development – Selected as a hiring manager for Iowa, Illinois and Arizona, responsible for

interviewing candidates, in addition to the hiring of over 30 people for various positions. Retained and promoted

100% of staff hired in 5 year management period.

Learning & Development – Designed and delivered nationally accepted training seminars regarding Time

Management, Workflow Procedures, Customer Service and Satisfaction, New Hire Implementation and Effective

Sales Techniques. Selected as a training manager and MPII certification manager for Iowa, New Mexico, Utah,

Nevada, Nebraska, Illinois, Tennessee, Missouri and Arizona to develop a curriculum and facilitate training.

P&L Management – Developed and implemented multiple cost saving and time reduction processes used as

state and national standards to decrease loss and increase productivity. 100% Customer Service rating.

Compliance – 2 time Exceptional Compliance Rating. 5 year 100% compliance rating. 100% pass rating on all

audits within 6 year career. Was offered a Compliance Officer position due to detail oriented audit experience

and proven results.

Loss Mitigation – Due to a large increase in foreclosures, began working on a program in 2008 to decrease

delinquency by directly contacting customers and restructuring mortgage contracts.

June 1999 – September 2007 A multinational component manufacturing company

serving multiple sectors with revenue of $90 Million per year.

Senior Account Executive July 2003 – August 2004

Began career at HSBC’s as a senior sales associate in Joplin, MO and was responsible for identifying, calling,

and developing leads to pursue sales opportunities.

Qualified leads while assessing needs and recommending solutions to prospective clients.

References upon request

Recognized as Leader and Top Performer resulting in promotion to management position in less than a year.

PROFESSIONAL DEVELOPMENT

Wichita State University - Business (1997) Ozark Christian College - Biblical Lit. (1998-2000) Missouri

Southern State University - Business Management (2000-2001)

ADDITIONAL QUALIFICATIONS

CERTIFIED TRAINING MANAGER

Through extensive training, I received the qualification to be a certified training and qualification manager in

the states of Missouri, Kansas, Nebraska, Iowa, Illinois, Tennessee, Arizona, Utah, New Mexico, Colorado

and California. This was a very high level and coveted position within the company and only reserved for the

top performing and proven managers within the organization.

PERFORMANCE OPTIMIZTION SPECIALIST

Performance optimization is a key to success in any industry. I have been recognized as a forward thinking

and visionary member of every organization I have worked with. As such I have been selected to be on

multiple boards, committees, research groups and task forces for the improvement and implementation of

processes. I designed and implemented many local and nationally utilized training processes and devices as

well as created and led multiple instruction workshops and seminars.

ACCOLADES

Results are true indication of someone’s efforts and work ethic. My leadership and performance

characteristics have been recognized in receipt of many awards. A sample of such is as follows:

• •

High Performance Leadership Award 2 Time Exceptional Quality Award

• •

4 Time Manager of the Year 5 Time Quality Award

• •

4 Time Circle of Excellence 5 Time Top 5% National Ranking

• 2 Time Top 2% National Ranking

• 5 Time Most Balanced Operator

• Koch Industries Spotlight Award

• 6 Time Growth Record Holder

• Natural Leaders Award

• 4 Time Top Tog Award

• VICA Kansas State Champion

PHILANTHROPIC INVOLVEMENT

Rebuilding Together Junior Achievement HSBC Climate Champion

United Way Volunteer Crises Pregnancy Center Trees Forever Power of 8500

References upon request

Contact this candidate