Customer Service Manager
Resume:
HELEN R. SANTOS
CARSON, CA *****
Email: *********@*******.***
Summary of Qualifications
Extensive experience in sales and customer service with over 25 years of banking experience.
Has knowledge of banking regulations, daily branch operations dealing with various products and
services. Possesses exceptional managerial and organizational skills. Has lending experience
with Home Equity Lines of Credit, Auto Loans, Overdraft Lines of Credit, Mortgage Loans,
Commercial Real Estate Loans, and Business Loans.
Professional Experience
June 2005 to March 2008 Indymac Bank - Torrance, CA
Vice President - Branch Manager
Opened a Denovo branch in Torrance in July 2005.
Managed the team in soliciting new business for the
branch. Responsible for meeting all branch and
individual employee goals. Represented the bank in
community events to promote new branch.
September 2004 to May 2005 East West Bank – Carson, CA
Assistant Vice President – Branch Manager
Planned, coordinated and monitored the overall activities
& operations of two Carson branches. Developed new
business to meet branch goals. Conducted sales, service
& product training on an ongoing basis. Developed
business plan to ensure maximum profitability &
effectiveness.
April 2000 to March 2004 Malaga Bank – Palos Verdes Estates, CA
Assistant Vice President – Branch Manager
Directed and oversaw the daily operations of the branch
to ensure excellence in customer service. Provided the
leadership essential for meeting individual and branch
goals. Helped promote the bank and developed new
business. Motivated, evaluated and managed employees’
career growth. Maximized staff productivity to meet
goals. Served as Retirement Plans Administrator and
handled all IRS reporting requirements. Processed auto
loans, overdraft lines of credit and other consumer loans.
April 1998 to March 2000 Washington Mutual Bank – Redondo Beach, CA
Assistant Financial Center Manager
Responsible for overseeing the operations of the branch
in the absence of the Manager. Directly supervised the
new accounts staff to ensure excellence in sales and
customer service. Processed mortgage loans, home
equity lines/loans and provided staff training to achieve
branch goals. Sold alternative investment products as the
licensed branch employee.
April 1996 to March 1998 Coast Federal Bank – Long Beach, CA
Vice President – Branch Manager
Directed and oversaw the daily operations of the branch.
Maintained a visible presence in the branch to create and
promote a pleasant atmosphere of business at its most
effective and efficient best. Promoted the bank and
developed marketing strategies to generate new
business. Motivated, trained and evaluated employees to
maximize staff productivity and achieve branch goals.
March 1994 to March 1996 MetLife Insurance Company – Torrance, CA
Account Representative
Provided a wide range of insurance and other financial
products to meet customers’ needs. Performed financial
needs analysis, estate and retirement planning to clients.
January 1983 to March 1994 Western Federal Savings & Loan – Torrance, CA
Assistant Branch Manager
Responsible for assisting the Manager with overseeing
the daily operations of the branch to ensure excellence in
customer service. Supervised the daily workload of the
branch staff for efficient handling of duties and proper
posting of transactions. Assisted in hiring, training and
counseling of employees.
Education Bachelor of Science in Business Administration
Major in Banking & Finance
University of the East – Manila, Philippines – 1979
State of California Life & Disability Insurance
License – 1994
Registered Representative, National Association of
Securities Dealers – Series 6 & 63 – 1995
Notary Public
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