Manager Customer Service
Resume:
Yolanda Thomas
Email: abqncc@r.postjobfree.com
Address: ***** ******** *****
City: Cooper City
State: FL
Zip: 33026
Country: USA
Phone: 954-***-****
Skill Level: Management
Salary Range: $70,000
Primary Skills/Experience:
See Resume
Educational Background:
See Resume
Job History / Details:
Yolanda Thomas
11123 Chandler Drive,
Cooper City, FL 33026
abqncc@r.postjobfree.com
Career Summary:
Accomplished and highly motivated professional with 10 years experience in Financial Operations, Financial Services Regulatory Compliance, Risk Management, Economic Research and Analysis. Recognized for consistent successes in Leadership, Maintained exceptional quality assurance levels, Attained highest regional customer satisfaction results and Awarded top performer in sales growth and exemplary audit results. Successfully completed the Master of Science in Economics with a specialization in Econometrics Research and Analysis.
Professional Experience:
June 2011-June 2012
Florida Atlantic University Boca Raton, FL
Research Assistant/Tutor:
Prepared worksheets and exam reviews to facilitate weekly supplemental instruction review sessions with 30 or more students; attained a pass rate of above 80%.
Tutored under-performing students in FAU's AcCESS program in business calculus and economics; increased the passing rate from 50% to above 85%.
Provided quantitative research assistance to PhD candidate using IBM SPSS Statistics program; dissertation on Conflict Resolution to be published.
Authored and presented Econometrics and Macro Economics research papers using STATA Analytical program; recognized by professors for outstanding research.
June 2005-May 2011
Regions Bank Cooper City, FL
Assistant Branch Manager:
Monitored branch service quality levels, coached and trained staff to attain outstanding service scores; consistently recognized for exceptional results and achieved the highest customer service scores in the region.
Collaborated with corporate security and the internal audit departments to ensure consistency of bank policies to meet regulatory compliance standards; implemented BSA/AML policies and KYC best practices to mitigate losses and reduce fraud by 30%.
Maintained high compliance integrity by adhering to changing government regulatory requirements; consistently scored A+ audit results due to streamlined internal controls.
Identified risks and suspicious activities through assessment and investigation during the new account opening process; increased profitable accounts by 40%.
Planned quarterly goals for 3 sales associates, guided progress and monitored areas for improvement; awarded top performing Assistant Manager in 2006, 2007 and 2010 with special accomplishments in deposit growth of $30 million and loan production of $15 million.
Selected as one of 13 distinguished associates to participate in the Branch Leadership Academy of 2009 which involved in-depth credit analysis and interpreting financial reports; created and implemented a survey and tracking system to increase loan applications.
Organized customer outreach seminars and led Regions at Work(r) presentations to uncover additional needs thereby increasing cross sales ratio to 5 products per client.
Successfully led the Branch Conversion Team in 2005 and 2007; oversaw the smooth transition of systems and communicated progress with relevant departments and senior management.
August 2001-May 2005
Wells Fargo Fort Lauderdale, FL
Operations Manager:
Performed monthly and annual audits, prepared internal control reports to improve operational controls and reduce losses; team recognized for exemplary audit results.
Provided timely problem resolution to maintain above average customer satisfaction; personally awarded three (3) Perfect Sales and Service Assessment Scores.
Supervised the daily running of the Financial Center; prepared work schedules, prepared and communicated quarterly and annual reviews and made recommendations for promotions or disciplinary action.
Assisted with the hiring process, selected and trained new associates; conducted training for 10 and more new hires.
Core Qualifications:
Knowledgeable on Financial Regulatory Policies
Risk and Compliance Management Skills
Financial and Economic Research and Analytical Skills
Practical use of Analytical Software Programs
Proficient at Microsoft Excel and Power Point
Efficient at Multitasking and Meeting Deadlines
Ability to work independently or with a Team
Excellent Communication and Organizational Skills
Strong Investigative and Problem-Solving Skills
Team Leadership and Development
Relationship Management
Education:
June 2011-August 2012
Florida Atlantic University Boca Raton, FL
Master of Science: Economics, 3.83 GPA
June 2002-August 2004
Florida Atlantic University Boca Raton, FL
Bachelor of Science: International Economics, 3.65 GPA
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