Customer Service Manager

Steven Robeson

Email: *********@********.***

Address: **** * ****** *** # ***

City: Fresno

State: CA

Zip: 93720

Country: USA

Phone: 559-***-****

Skill Level: Management

Salary Range: $60,000

Willing to Relocate

Primary Skills/Experience:

See Resume

Educational Background:

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Job History / Details:

steven robeson

1160 E Perrin Ave # 134 Fresno, CA 93720 559-***-**** *********@********.***

Bank Manager / Financial Advisor

Experienced and skilled Bank Manager / Financial Advisor with expertise in bank management, portfolio management, financial planning, bank management, marketing and promotions, and customer service. Exceptional communicator with strong negotiation, problem resolution and client-needs assessment skills. Acknowledged for capacity to predict accurate numbers, resolve persistent problems, and produce exceptional outcomes for the financial well-being of business and clients. Strong analytical/research skills and ability to learn and use technological tools to conduct strategic analysis. Outstanding strategist, able to deliver record breaking revenue growth in highly competitive business markets.

Audits Budgeting Expense Control Financial Analysis Financial Statements Internal Controls

Payroll Reporting Change Management Profit & Loss Project Management Restructuring

Start Ups / Turnarounds Strategic Planning Team Leadership / Motivation Process Improvement

Cost Reduction Business Development Account / Territory Management Client Relations

Market Analysis Needs Assessment Presentations Operations Management Risk Management

PROFESSIONAL EXPERIENCE

MERRILL LYNCH, Fresno, CA 2011

Financial Advisor Trainee

Practice Management Development Program

Studied and passed Financial Advisor licensing requirements. Gained intensive training in portfolio development and management along with thorough knowledge of the full compendium of Merrill Lynch products.

Key Achievements:

Studied for and successfully passed the Series 7 and Series 66 licensing exams.

Completed The Broyles Top Producer System, a 12-week extensive marketing training program on career development, client needs assessment and earning 100% of clients' business.

Completed 16 week class "Financial Planning: Process and Environment" as CFP test preparation training through the American College.

UNION BANK, Fresno / Selma, CA 1997 to 2010

Manager - Selma Branch, 2008-2010

Managed 14-member staff with deposit totals of $85 million and outstanding loan totals of $22 million. Opened new accounts, approved loan documents and expanded clients' relationship with the bank. Coached and developed staff, including individual training sessions and direct observations of customer interaction. In 2009, Selma branch was chosen as pilot branch in the region for Union Bank's new staff coaching program. Worked one on one with the bank's outside consultant and Southern California senior management to fine tune the program. Became Mentor Manager for the region and assisted other managers in regional implementation of the program and overcoming obstacles encountered in their branch. Conducted prospect management and business development, including warm and cold calling and prospecting with community groups such as Rotary Club, Lions Club, Team Selma and Leadership Selma. Provided excellent customer service and problem resolution. Ensured compliance with laws and regulations; protected the privacy of client and bank information.

Key Achievements:

Branch moved from 10th rank in the 2nd quarter to 6th in the 3rd quarter to 2nd in the 4th quarter in the Region during 2009.

Met or exceeded established annual goals in the areas of new household acquisitions, attrition, unit sales, new household cross sell ratio, checking net balance growth, business loan production, consumer loan production and Union Banc Investment referrals.

Achieved 207% of business loan goal and 120% of net checking balance growth in 2009.

Losses averaged less than $ .02 per transaction in a branch that averaged 14,000 transactions per month.

Manager - Bullard and West Branch, 1999-2008

Managed 10-member staff with deposit totals of $19 million and outstanding loan totals of $6 million. Coached and developed staff, including individual training sessions and direct observations of customer sessions. Conducted prospect management and business development, including warm and cold calling and prospecting with community groups such as Rotary Club, Lions Club and Merchants Association. Provided excellent customer service and problem resolution.

Key Achievements:

Became a licensed banker and dual employee of Union Bank and Union Banc Investment Services.

Completed training and passed all licensing requirements for Series 6, Series 63 and State of California Life and Health.

In 2007 the Bullard and West Office received an average Customer Service score of 97.89%, which ranked # 1 in the region out of 24 branches and #5 in the state out of 330 offices.

Met or exceeded established annual goals in the areas of consumer loans, consumer checking accounts, business checking accounts, business loans and lines of credit, other business products and Union Banc Investment revenue.

During nine years as manager, personally hired and developed employees, who are now Managers (2), Assistant Managers (4) and Financial Services Officers (3) and are still with Union Bank.

Assistant Manager - Bullard and West Branch, 1997-1999

Progressive record of positions with increasing responsibility, culminating as Manager of Selma Branch, leading the strategic and operational growth one of the most profitable branch in the Central Valley Division. Successfully managed two distinctly different branch offices continually adhering to customer retention best-practices. Routinely motivated employees to exceed sales and personal development goals. Interfaced with all levels of senior management on a weekly basis to assure achievement of region wide goals. As Assistant Manager, directed and supervised a staff of 7 FTE. Provided sales training, goal setting and motivation, and evaluated loan requests for consumer / business customers. Hired to open and grow a new office for Union Bank that offered 7 day banking and was located inside a grocery store. Hired and trained the staff as well as introducing the community to the new concept of banking in a grocery store.

Key Achievements:

Grew branch from inception to top ranking with a $ 19 million deposit base and $6 million in outstanding loan balances

Achieved #1 and #2 ranking overall in 2008 for branches for sales goal achievement in the Central Valley Division, out of 23 branches.

Awarded # 1 in Key Quality Indicator Rankings in the Central Valley Division for 2009.

Promoting a customer-centric culture, named #1 in Customer Service for the Central Valley Division in 2007.

EDUCATION, LICENSURES & CERTIFICATIONS

ASSOCIATE OF ARTS IN FINANCE

Fresno City College, Fresno, CA

Financial Planning Certifications - Series 6, Series 7, Series 66

State of California Life and Health Insurance License

Notary Public

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