Customer Service Manager

Angela F. Lavalais

*** ****** ***** § Pineville, LA 71360 § 318-***-**** § *****************@*****.***

PROFILE

An executive finance management professional with a diverse financial service career that generates goal oriented results and promotes financial literacy across communities. With 26 years of experience I am versed in delivering value-added risk management solutions to sophisticated money managers, as well as business development and project management. I am extensively trained in bank leadership, fraud awareness, PNL analysis and accounting operations.

Consumer banking specialist

Program Management

Cash handling expertise

Team Culture

Public Relations

Communications

Project Planning and Management

Product/Bank Sales

Operations Management

Fund Development

Community Engagement

PROFESSIONAL EXPERIENCE

Branch Manager/ Community Coordinator Alexandria LA August 2008 – January 2018

Bancorps South

Strategically increased new bank relationships within central Louisiana by 87% by training the staff to profile the customer thru open ended questions to uncover the need and offer a solution.

Collaborated with marketing department to define, and plan market strategies, and lead campaigns for growth with presentations to upper level executives to execute and convey targets, prioritization, progress, and cost/profitability accurately in support of the company’s strategic targets.

Introduced new product launch to external target markets thru cold calling and various B2B initiatives. Businesses were encouraged to complete a financial analysis to strengthen their bottom line.

Trained and supervised new hire employees which reduced turnover and increased moral by giving the staff a sense of belonging and ownership in the company and its process. Training allows them to feel empowered to perform their job at the highest level.

Managed compliance procedures and operations thru internal and external audits,

Lead all public relations initiatives thru the guidelines set for CRA reinvestments to our community. I taught and implemented several financial initiates for the lower, upper, and college level students and their guardians as well as analyses the company’s penetration in the Low to moderate income families and individuals thru marketing, lending and invstments.

Increased overall annual sales by 62% through process improvements and sales strategies

Managed branch with an average of 8.7 million in monthly deposits thru relating comfortably with all levels of functionality. I successfully built strong rapport with others and listen with empathy and concern that aided in capturing long term relationships and partnerships.

Identified opportunities and risks with loan approvals and denials based on customer application reviews. I partnered with business units to analyses data of trends and penetration in the lending market to best manage losses and to close in the gap thru risked based lending

Processed quarterly Vault and ATM audits with a zero error rate by gaining a full understanding of processes, flows, and programs that build integrate structures and tools to allow a fully functional workflow and system of checks and balance. I also worked with internal partners to develop and implement models, programs, and systems to aid in efficiencies.

Branch Manager Alexandria, LA September 2006 - August 2009

Regions Bank

Cross-trained and supported fellow customer service managers by communicating clearly the policies, procedures, and the service competencies set by the company. Thru cross training we were able to eliminate lengthy wait times for the customers while investing in the upward movement of the employees thus investing in their future.

Exceeded customer call guidelines including service levels, handle time and productivity.

Supervised operational work flow to exceed quality service goals. Worked with business units to gain knowledge into the business operations in order to cross pollinate ideas and strategies to maintain P/L projections.

Developed highly empathetic client relationships and earned a reputation for exceeding service standard goals by listening to the needs of the customer and implementing the sun down rule to call with service updates by days end.

Maintained up-to-date knowledge of product and service changes thru off site training. OJT training, and web based training.

Assessed clients' financial situations to develop strategic financial planning solutions thru financial profiling and performing yearly financial check up to ascertain if they are still in the best product to reach their financial goal.

Collaborated with the compliance department to eliminate procedural errors and margin breaks thru my work in internal and external auditing. Understanding what makes a difference to the bottom line helps to reduce and eliminate company losses when taught throughout the organization.

Chief Executive Officer Alexandria, LA December 2000 - August 2006

Rapides Federal Credit Union

Identified client services and needs assessment for new customers through external presentations and independent trainings and lunch and learns.

Educated clients on the purposes and details of financial plans and its strategies with one on one counseling sessions.

Continued education on current banking products and services through ABA to continue to offer the most cutting edge financial strategy, products and services to put our customers on a path to financial freedom.

Investigated and resolved customer inquiries and complaints in a timely and empathetic manner.

Managed wide variety of customer service and administrative tasks to resolve customer issues quickly and efficiently by individual attention to the customers and leaning and coaching others through roll play and job shadowing.

EDUCATION AFFILIATIONS

Alexandria Senior High School

Alexandria LA, 1986

ASSOCIATE OF SCIENCE Business Administration and Management

Northeast Louisiana University

Monroe, LA 1989

Board of Directors – Central Louisiana Food Bank

Board of Directors- Habitat for Humanity

Board of Directors - Cenla Mentors

Finance Committee Volunteers of America

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