Manager Customer Service
Resume:
MICHAEL LOURIA
SAN JUAN CAPISTRANO, CA
Purpose: To align my skills and drive with a growing company who desires to improve their individual market penetration, profitability and have fun in the process.
KIA Depot Santa Ana 10/2012-11/12
Finance Manager
• Selling products to clients after they complete automotive purchase
• Accurately complete paperwork and work with lenders to complete financing
• Handle objections and customer issues
Citibank Branch Assistant Manager 06/09-08/2012
• Lake Forest branch has been the top-referring branch in all Orange County 32 branches for 18 consecutive months.
• With the branch manager out for 4-month leave of absence from January 2011 to May 2011, I was responsible for the entire branch both sales, service, operations and transactions. As a result of my efforts the branch’s ratings improved from middle of the pack to the top three.
• Audited on 06/28/11 and passed with 0 exceptions.
• Audited on 01/20/12 and passed with 2 exceptions.
• Recognized and rewarded for superior customer service by a bonus of an increase of 5% Q1, 2012 and 10% Q2, 2012
• For 2012 through July 17th, the branch totals are 1276 teller referrals, which is my direct responsibility. The next closest branch in the Area is 573, 535 and they go down from there
Citibank Business Banker 06/2008-06/2009
• Loan application production was rated #1 in Orange County. As a monthly average I would input between $750,000 and $2,100,000 in applications per month. Due to the economic conditions and the credit toughening of the times, the booking rate was between 5% and 10% of the application volume. With the branch assistant manager position open, I was persuaded to accept the job until something else was available.
• Q3 2008 Division Manager’s award
Financial Center Operations Manager 11/03-06/08
• No controllable losses for the entire time of 11/2003-06/2008. This was accomplished by training tellers and officers, reviewing points of control to ensure that transactions are being processed per policy, corrective action for employees when merited
• Winner of Citistars Quarterly award two times, Q4, 2005 and Q4, 2006 and for leadership in teller referrals results, loss prevention contributions to the area results
• Wrote, directed and acted in a training video in 2004 that was circulated and presented to tellers across the Region, with an exposure to 120 branches. Parts of the training video we presented to the entire nation in 2010 for the Ultimate Secret roll out.
Wells Fargo Bank 06/2000-11/2003
• Started as a Personal Banker and with in 2 years was promoted to Branch Manager. This was due to my leadership skills and production. A few highlights from then are:
• Achieved 210% of DDA goal Q2 2003
• 3 employees promoted 2 tellers to PB and 1 CSR to PB
• Received production payouts for each quarter including yearly bonus
• Passed all audits with no major issues
Contact this candidate