Customer Service Manager

Confidential User

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

Address:

City: Sudlersville

State: MD

Zip: 21668

Country: USA

Phone: 443-***-****

Skill Level: Any

Salary Range:

Primary Skills/Experience:

Bank Branch Manager with 20 years of Customer care experience in call center and face to face environments. Effective leader in both hiring and motivating skilled individuals.

Educational Background:

High School Dipolma from University of Delaware, Newark DE 1/2001 to 5/1999 (Business Administration)

High School Dipolma from Wesley College, Newark DE 1/2001 to 12/2012

Job History / Details:

Executive Profile

Bank Branch Manager with 20 years of Customer care experience in call center and face to face environments. Effective leader in both hiring and motivating skilled individuals.

Skill Highlights

Project management

Leadership/communication skills

Business operations organization

Client account management

Employee relations

Self-motivated

Customer-oriented

Staff Development

Team Leadership

Multi-unit Operation management

Problem Resolution

Budget analysis

Community Outreach

Communication Skills

Customer relations

Core Accomplishments

Operations Management:

Managed De Novo branch that had not achieved minimum sales standards in its history and led it to be top performing branch out of 15 branches.

Motivated staff to achieve Customer service score, ranked in the top 6 percentage of the entire corporation (total of 947 branches)

Recipient of the Capital One "One Award" for the integration of Chevy Chase Bank to Capital One bank.

Achieved a 100 percentage ranking (in years 2009 & 2012) for audits relating to compliance with current banking regulations

Monitored all Branch objectives through monthly analysis and reporting to upper management.

Professional Experience

May 2008 to Current

Capital One Chester, MD

Branch Manager

Took over a De Novo branch that had not achieved minimum sales standards in its history and led it to be the top performing branch in the district out of 15 branches.

Model and coached Customer service behaviors that have ranked the branch in the top 6 percentage out of 947 branches.

Awarded Capital One the One Award for managing the integration of 15 Chevy Chase Bank branches to Capital One Bank.

Serve as cluster leader of 8 branches across 2 states for all scheduling needs and issues including training, vacation, and sickness.

Performed as a subject matter expert for real estate lending for a region of 75 branches that led to increase in production versus goal for the 2011 calendar year.

Currently assisting District Manager by managing two branches simultaneously

November 2007 to May 2008

Wachovia Annapolis, MD

Financial Center Manager

Leading Financial Center Employees in establishing an environment that achieves all sales and service performance objectives.

Serve as empowered decision maker and escalation point for all service and operational issues

Generated new business by making proactive calls to high value Customers and identify potential opportunities for growth of Customer relationships.

Maintain employee files and documentation for team members according to company policies

September 1991 to March 2007

MBNA America Newark, DE

Various Positions

Managed 16-member team of telephone accessed Customer service representatives.

Implemented Emergency Preparedness Plan for division with 400 people located in 2 regional locations.

Produced forecasts for Call volume data, marketing plans, and active current Customer account data.

Education

University of Delaware Newark, DE

MBA Business Administration

Wesley College Dover, DE

BBA Business Management

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