Customer Service Manager

HELEN WHITAKER THOMPSON

**** ******* **** • Upper Marlboro, MD 20772 • 240-***-**** (H) • 202-***-**** (C)

E MAIL: ***********@*******.***

SKILLS SUMMARY

Over seventeen years experience with the retail /customer service banking industry; direct managerial responsibility

over proofing/bookkeeping and data processing operations; Highly regarded as an effective and well equipped

professional in the areas of training, supervision and trouble shooting; Detailed oriented and results driven

determination; Able to work in a team environment as well as independently, Proficient in proprietary banking

software and Microsoft Office Suite.

PROFESSIONAL Experience

The National Capital Bank February 1996 – May 2011

Vice President, Branch and Operations Manager

Responsible for reconciling commercial & consumer bank statements governing laws and established policies.

Managed a staff of twenty people at a branch that handled $110 million deposits daily

Evaluated credit worthiness of customers requesting secured and unsecured loans

Conducted business development calls, critical analysis and applied judgements regarding all aspects of

standardard financial operations and related business organizations & initiatives

Directed Branch operations including bookkeeping, proofing, computer room operations and transit areas.

Supervised, trained & motivated a team of twelve employees,

Forwarded proposals and formal recommendations for improvements in administration and financial operations.

Completed performance evaluations and solved payroll and employee relations issues.

Developed application guidelines and policies,

Implemented feasible and acceptable methods of financing;

Directly interacted with customers concerning sensitive financial problems such as charge offs, overdrafts,

returned checks, dormant accounts & bank account verifications.

Member of the Deposit & Loan Services Committee; the Fraud Detection Team ;

Appointed as the Operations Representative for the Off Site Disaster Recovery Team.

Assistant Vice President, Branch and Operations Manager April 2006 –

August 2008

Officer, Office Operations Manager November 1998 –

April 2006

Officer, Customer Service Manger November 1996 –

November 1998

Officer, Branch Manager February 1996 –

November 1996

Columbia First National Bank February 1993 – February 1996

Operations Retail Manager

Managed a branch office holding $90 million in deposits.

Implemented business development strategies

Conducted internal audits.

Education

Howard University, School of Business May 1977

Associates of Business Administration (A.B.A.)

Captiol Hill Computer Corner February

2011

IC3 Cerification

Community Involvement

Vice President of Board of Trustees Kid Safe Program (District of Columbia Public Schools System)

President of Special Events – Southeast Christian Fellowship Church

Executive Board Treasurer Saint Augustine Catholic Church St. Augustine Gospel Choir

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