Customer Service Manager
Resume:
Almira T. Hayes
San Antonio, Texas 78217
*******@*****.***
Summary
A highly motivated, bi-lingual, self-starter experienced financial professional with more than thirty years of experience. An exceptionally well organized individual with outstanding customer service skills who enjoys working with people helping them achieve higher levels of performance. I am efficient, loyal and trustworthy team member.
Experience and Accomplishments
The Bank of San Antonio- San Antonio, Texas 2017-2018
Assistant Relationship Manager
I maintained a quality level of client satisfaction by generating, managing and servicing a portfolio for a commercial lender.
I assisted to obtain new client leads through existing clients and referrals from other bank departments and networking events.
I assisted with business sales, client interviewing and perceptive character judgment. Cross sell other bank products as needed to include business loans up to $350,000.00.
I work closely with numerous partners to ensure the client benefits from all The Bank of San Antonio has to offer.
Return customer phones calls; maintain a calendar to assure tasks are completed on a daily basis.
Ozona Bank – San Antonio, Texas 2015-2016
CSR
Provided quality customer service to both retail and loan customers.
Cross sell bank services when a need was indentified.
Implemented additional services to the branch to help transition customers to Ozona Bank.
Assist a commercial lender as needed.
JP Morgan Chase - San Antonio, Texas 2012-2014
Assistant Vice President, Business Relationship Manager for new and existing clients.
I maintain a quality level of client satisfaction by generating, managing and servicing a portfolio of business clients.
I obtain new client leads through existing clients and referrals from other bank departments and networking events.
Reach out to existing relationships to review portfolios and makes recommendations as needed.
I was responsible for business sales, client interviewing and perceptive character judgment. Cross sell other bank products as needed to include business loans up to $250,000.00.
I work closely with numerous partners to ensure the client benefits from all Chase has to offer.
Return customer phones calls; maintain a calendar to assure tasks are completed on a daily basis.
2010 – 2012
Lone Star National Bank – San Antonio, Texas 2010 - 2012
Joined Lone Star National Bank, a new bank to San Antonio as a Personal Banker. I quickly advanced to the Retail Trainer for San Antonio and then into my most recent position of a Banking Center Manager, Assistant Vice President overseeing one banking center.
Assistant Vice President, Banking Center Manager, Banking Center Manager, Assistant Vice President (2010 to 2012)
Duties:
I was Instrumental in establishing, organizing and maintaining the corporate office in San Antonio to include all retail aspect of the office. Most recently managed one full service branch office, including sales of bank products and services, operations, customer service, security and safety.
Trained and prepared Personal Bankers and Tellers on the software applications and products and services. I delivered ongoing training as needed.
Process account payables for the office.
Managed executive’s calendars.
Prepared work schedule for staff.
I assured compliance with BSA, AML, state and federal regulations, and all bank policies and procedures are met.
I attended chamber mixers; go marketing with executives, partners or commercial lenders to market Lone Star National Bank in San Antonio.
I co-facilitated presentations to prospects.
I called or visited my customer to ensure all needs are met.
I sold and cross-sold all banking products, loans and services to existing and potential customers; to increased deposits and loan portfolio.
I seek commercial lending opportunities and assist a commercial lender with processing and closing business and mortgage loans.
I assess and refer potential clients to appropriate department based on customer needs.
I assisted Mexican nationals through my bi-lingual capabilities and served as a customer contact point assuring customer loyalty and retention.
I installed Cash Management services to customers PC, i.e. Officer Banker (remote capture)
Broadway Bank – San Antonio, TX 1992 – 2009
Joined Broadway Bank as a Financial Representative after successful career with other financial institutions. Advanced through several promotions to Bank Officer.
Training Specialist – (2002 – 2009)
Trained frontline personnel to include call center in bank applications, loan processing and closings, regulations, compliance, sales, and customer service which helped the bank achieve record deposits while maintaining an A+ rating.
Maintained on-line registrations, up to 100 per month, to ensure employees’ requests were met and official records were up-to-date.
Created and delivered ‘fun’ training material for both technical as well as soft skill classes; this encouraged greater attendance, participation and helped me achieve 95% performance rankings.
Arranged, created and conducted web based training to numerous banking center locations which required detailed technology analysis and attendee coordination.
Reviewed and monitored revised regulations, rules and compliance aspects of our industry to assure most recent information was presented.
Served as a team member that helped develop and implement classes taught on-line that included everything from automated registration through updating personnel records for the entire bank.
Conducted trainee assessments based on personal observation both in class and at branch locations; compiled the information to assist each manager in providing targeted training so as to reduce costs and optimize individual performance.
Teamed with various department managers brainstorming ways to improve and enhance training effectiveness and meet strategic objectives.
Recommended and led the Bank’s initial “Go Green” initiative by providing reusable drinking mugs for all employees eliminating sty-form cups; this resulted in reducing bank expenses while elevating team morale.
Identified a loan payment improvement process by suggesting a two part general ledger which allowed rapid posting to the GL and eased teller processing dilemmas.
Experience and Accomplishments
Broadway Bank
Financial Services Consultant – (2000 – 2002)
Traveled to banking locations shadowing financial services representatives to ensure regulatory compliance was met and maintained as well as adhering to the bank’s mission of excellent customer service. This resulted in increasing loyalty while attracting additional deposits.
Assisted the Retail Banking Division by recommending training classes designed to assist and coach new financial representatives in communication and marketing efforts.
Served as part of a retention improvement team that was instrumental in creating job classifications for financial representatives resulting in greater recruitment and hiring flexibility.
Financial Services Representative II & III and Commercial Lending Assistant– (1992 – 2000)
Sold and cross-sold all banking products, loans and services to existing and potential customers; increased deposits and consistently exceeded sales goals receiving several sales awards.
Assisted a commercial lender with processing and closing business and mortgage loans.
Underwrote consumer loans manually and then moved on to a automated application
to expedite the process in a timely manner.
Assessed and referred potential clients to appropriate department based on customer needs.
Assisted Mexican nationals through my bi-lingual capabilities and served as a customer contact point assuring customer loyalty and retention.
Assisted IT during bank conversions and served on a team that helped new employees transition to our banking system.
Various Banking Positions 1975 – 1992
Worked for several financial institutions in my early career in Corpus Christi and Austin.
Worked backroom functions: balancing GL accounts, Credit Card recovery, return items,
Proof Operator, NSF check processing, retrieving credit reports, and maintaining credit files.
Education
Attended: San Antonio Community College
Graduated from Moody High School – Corpus Christi
SACU - Certified Corporate Trainer - CCT
Technical Knowledge:
Microsoft Word, Excel, PowerPoint, Sales Force, Loan applications, Argo application and various frontline platform applications.
Activities and Awards
Received numerous Sales, Volunteer, Participation, Motivation and Team Player Awards from Employers
Received ‘Top Training Award’ from ASTD
Currently – San Antonio Rodeo, Fajita Coral Committee
Past President – LUPUS South Center Chapter
Almira T. Hayes
References
Lydia Gonzales – Business Relationship Manager
Bank of Beeville
Mobile: 210-***-****
Gina Chervinskies – Mortgage Processor
USAA
Mobile: 210-***-****
Brenda Ryan -District Operations Manager
Broadway Bank
Work Number: 210-***-**** (leave message)
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