Manager Customer Service
Resume:
Barbara Finestone
Email: *********@********.***
Address: ****-* ******* *** ****
City: Woodland Hills
State: CA
Zip: 91367
Country: USA
Phone: 818-***-****
Skill Level: Experienced
Salary Range: 48
Primary Skills/Experience:
See Resume
Educational Background:
See Resume
Job History / Details:
BARBARA FINESTONE *********@********.***
BRANCH BANKING CROSS-TRAINED / EXPERIENCED (ALL FUNCTIONS)--PROVEN PERFORMER
SUMMARY
Established success record of increasing revenue and meeting performance goals.
Banking experience spans consumer services, business banking, and home loans.
Generate business by educating customers and providing superior service.
Extensively experienced in solving problems and resolving complex issues.
Lead teams and staff. Maintain excellent relationships with customers, peers, and managers.
EXPERIENCE
US Bank, West Hills, 2009-2012 (September)
Assistant Manager
Managed and performed all banking functions of an in-store branch in an upscale supermarket. Bank was staffed to provide service 365 days a year.
Functions. Met A-to-Z needs of customers, including opening accounts, loans (personal, auto, home), IRAs, vault, Western Union and other products and services of a full-service bank.
Operations. Managed risk, audit tasks, and all operations. Opened and closed the branch daily.
Promotion. Continuously educated customers about banking and products/services.
Accounts. Earned the trust of customers to use the bank as their primary banking relationship.
Growth. Increased volume 10% annually due to new accounts and adding products/services.
Manufacturers Bank, Beverly Hills, 2008-2009
Bank Service Manager
Retained customers by providing excellent service during a difficult economic period. Successfully intervened with customers who considered leaving the bank due to questionable practices of the previous management (which I replaced).
Service. Worked successfully with high net worth customers and business clients.
Risk. Balanced services to optimize retention while containing risk.
Operations. Managed all aspects of operations with a staff of 10.
Support. Accessed central processing units to resolve customer inquiries and service issues.
Audit. Ensured the highest level of integrity. Set quality standards. Enforced compliance.
JP Morgan Chase (As Washington Mutual Bank), Burbank, 1993-2007
Bank Manager
Managed all functions in a fast-paced environment. Consistently exceeded goals. Produced substantial annual increases in home loans, an area of emphasis for the branch. Supervised the staff of 25.
Audits. Achieved 100% audits each year.
Service. Exceeded customer service goals every year.
Operations. Improved overall operating efficiency.
Staff. Hired, trained, disciplined, and mentored staff.
EFFECTIVENESS CAPABILITIES
New/Expanded Accounts
Knowledge of products and services
Strong presentation and interpersonal skills
Effective communicator, spoken and written
Active listener who uncovers customer needs
Builder of lasting relationships
Community relations - volunteering
Successful sales developer
Cross-sell, up-sell, and referral selling
Proactive in anticipating banking needs
Management and Operations
Experienced in bank management and operations
Lead teams to give best performance Demonstrated negotiation effectiveness
Conflict/issues resolution
Multi-task in a fast-paced environment
Staff training, evaluation and development
Banking-Centered
Knowledge of audit guidelines and compliance
IRA Administration experience
National Mortgage Licensing System (past)
Security and compliance procedures
Computer
MS Office (Excel, Word)
Banking software
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