Sales Customer Service

Edith M Bocker

***** ******* **

Cathedral City, CA 92234 (USA)

Telephone: 760-***-****

accss1@r.postjobfree.com

Education:

MBA Master’s Business Administration

Benedictine University Lisle, IL (USA)

Bachelors of Science Business Administration with a concentration in International Business

California State University, Fullerton Fullerton, CA (USA)

Professional Skills and Expertise:

Over fifteen years of progressively responsible professional manager using sales leadership,

management excellence, and operational expertise to create an exceptional customer experience and

grow the business within our valued branch network to include hiring, training, coaching, and mentoring of

staff. Responsible for all functions and staff within the office and directly coach and develop the Assistant

Branch Managers, Personal Bankers, and Sales and Service Associates.

Work Experience:

Vice President, Branch Manager Chase Bank

Mar 2010 to Sep 2013 Yucca Valley, CA (USA)

• Responsible for overseeing and working with the assistant branch managers and other branch staff, to ensure objectives are

being met

• Manage expenses within branch to focus on assigned budget and focus on reducing expenses in areas such as salaries,

overtime, over and shorts, T&E, supplies, fraud and reconcilement losses

• Manage balances and promote balance growth through customer retention

• Responsible for maintaining sound operations throughout Corporate audits and ensuring employees are trained and sustain

government rules and regulations

• Responsible for delivering great Customer Service to both internal and external customers

• Coach and oversee activities to ensure individual and team goals and targets are achieved. Implementing daily, weekly, and

monthly sales plan of activities for branch

• Ensure branch staff met or exceeded assigned goals for branch overall sales performance.

• Coach to the right behaviors, and holds their team accountable to do what’s right for the customer.

• Oversee the entire branch staff. Manage and improved branch performance, including Branch Profit & Loss, Service

Scores, Sales Campaign Results, Product Value Credits (PVCs), Teller Referrals, regularly communicate branch

performance and priorities with all employees.

• Supervise and coach Personal Bankers (PB) to acquire and deepen customer relationships, and also meet with all new

account customers, interact with existing customers, and engage with every account close request.

• Grow the business by understanding branch performance.

• Responsible for diagnosing any issues, building a Branch Action Plan, and inspecting with thorough follow-up.

• On a daily basis, conduct huddles and debriefs to recognize success, share best practices, and set the focus for the day.

• Additionally, responsible for hiring and retaining employees and ensuring the right mix of sales and service positions.

• Develop and coach employees and hold employees accountable for overall performance.

• Responsible for ensuring that all employees follow policies and procedures and operate within the guidelines of Chase’s

Code of Conduct.

• Achieve business growth by improving revenue/expense, and meeting/exceeding customer expectations.

• Hire, train, develop, and coach employees

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Financial Center Manager Wachovia Bank

Sep 2007 to Mar 2010 Palm Desert, CA (USA)

• Broad based experience in retail banking that includes personal and commercial lending

• Responsible for pre-opening of Financial Center and growing and sustaining deposit growth

• Canvassing and soliciting relationships throughout community

• Flexibility, understanding, adaptation of economic market change and business strategy

• Entrepreneurial business management orientation, sales planning, strong team-building skills

• Demonstrated effectiveness in managing operational requirements and procedures

• Ability to develop knowledge of all aspects of branch operations, including paying and receiving transactions, regulatory

compliance, and Bank Policy & Procedure

• Strong probing, communication, analytical, problem solving and decision making skills to effectively uncover and resolve complex

customer and employee issues

• Strong financial management, including profit and loss management, customer and revenue growth, and loss prevention

• Proven track record of developing and coaching high performance sales and service teams

• Directly manage all Human Resources processes for all direct reports to include hiring, individual development plan, career

development training, interviews, appraisals, corrective and disciplinary action plans, and coaching

• Responsible for increasing other aspects of bank’s business such as loans, investments and mortgage financing

• Ensure all lending documentation and requirements are met in timely manner and in compliance with government regulations

Financial Center Manager Washington Mutual Bank

Nov 2005 to Sep 2007 Palm Desert, CA (USA)

• Goals attained in the areas of sales production and leadership capabilities

• Ability to interact with all levels of management, employees, and industry peers and customers

• Strong oral and written communication skills

• Proven history of negotiation and influencing skills

• Lending experience to include loan origination and processing

• Employee development, performance management, and counseling

• Superior communication style that will enhance credibility and create trust with clients; strong presentation skills

• Grow new assets by identifying and developing new business opportunities from existing client base

• Coordinate mortgage loans from origination, processing and loan closing

• Provided client consultation on financing options and mortgage programs

Assistant Vice President, Banking Center Manager II Bank of America

Jun 2003 to Oct 2005 Cathedral City, CA (USA)

• Responsible for driving results by developing associates, expanding customer relationships, achieving sales goals and

exceeding customer service expectations

• Spend time leading and coaching from the lobby while identifying sales opportunities and deepening customer relationships

• Grow balances and relationships by identifying and developing new business opportunities from new and existing client base

• Strong knowledge of products with the ability to extend beyond a single product to a multi-product focus

Provides support to assigned geographic branches on matters of bank policy, procedures and employee development

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Monitors goals and expectations for assigned branch

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Assures compliance with bank standards, audit recommendations and relates local, state and federal regulations. Completes

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required compliance training.

Coaches and develops staff to actively sell, refer, deliver and promote the bank’s products and services

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Maintains a thorough knowledge of all the bank’s products and services and a working knowledge of competitive products and

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services

Represents the company at various civic and community functions to further enhance the bank’s image and develop additional

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business

Oversees and recommends training and development of branch personnel; facilitates staff meetings to communicate branch

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objectives, goals and policies; and coaches individual employees as needed

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Conference Services Coordinator La Quinta Resort & Club

Feb 2001 to Jun 2003 La Quinta, CA (USA)

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• Plan and execute major aspects of meeting management to include site visits and inspections, developing and selling food and

beverages

• Negotiate service contracts and cross selling of venues to client

• Create and distribute Banquet Event Orders, Menus, Resumes and all correspondence for events

• Responsible for all in-house functions and meetings to include banquet setup, design and staffing

• Supervise hotel staff to ensure execution and quality of events

• Responsible to maximize catering revenues to include banquet food, banquet beverage, facility rental and audio/visual rental.

• Execute banquet food and beverage events according to banquet event order specifications, adjust specifications as necessary

and perform follow-up ensuring guest satisfaction

• All duties are to be performed in accordance with departmental and La Quinta Resort & Club policies, practices, and procedures

• Coordinate activities between, Hotel Sales, Food and beverage and other departments to service accounts

• Communicate with hotel sales, reservations and front office in order to coordinate and monitor guest room blocks and special

reservation needs

• Monitor in house group activity providing assistance as needed. Assist hotel sales staff in establishing rapport with and

entertaining meeting planners while promoting hotel facilities and services

• Assist hotel sales staff in conducting walking site inspections throughout the property

• Plan and conduct pre and post convention meetings with clients and respective departments

• Ensure that function rooms are set-up in accordance with customer satisfaction through accurate and timely communication with

food and beverage, banquets and audio visual team

• Conducts function review with customer; adjusts specifications as necessary and performs follow-up to insure all details are

correct

• Works closely with Food and Beverage to plan menus and create Banquet Event Orders Insures that all scheduled banquet

functions occur on time Ensures readiness and compliance in case of last minute changes to banquet event orders

• Prepare periodic sales report showing sales volume and potential sales

• Responsible for bookings, confirmations, billings, generated proposals and contracts in Delphi

• Maintain and communicate event calendar

• Develop and foster an environment of teamwork and interdepartmental cooperation

• Delegate tasks and department assignments or projects, meeting deadlines related to those assignments.

Meeting Planner – International Onsite Contact Elite Meetings & Events La Quinta, CA

Mar 1998 to May 2001 La Quinta, CA (USA)

• Responsible for managing food and beverage budget of International Events

• Strategize with senior executives to meet organizational goals and objectives through meetings and events; design event

specifications to meet organizational needs and objectives

• Plan, implement, manage and evaluate more than 10 US and international meetings, tradeshows, conferences and events with

annual budget ranging from $100,000 to $10 million and ranging from 50 to 1500 attendees per event

• Build and maintain relationships with vendors, suppliers, customers and exhibitors; negotiate and manage contracts

• Manage up to staff of up to 80 independent employees at international location

• Plan and execute major aspects of meeting management to include selecting sites, developing marketing materials, building

registration processes and databases and providing with on-site management

• Manage meeting vendors to include venues, transportation, hotels, caterers, security, speakers, and attendees

• Monitor and track budge, registration and housing for all meetings and events

• Coordinate housing and travel requests

• Research sites and vendors for future meetings and events

• Track expenses and prepare documentation for auditors

• Responsible for pre and post audit reconciliation

• Managed and supervised staff and international temporary staff

• Executed and directed multinational meetings and events to include planning, audio visual, food and beverage

Lead Catering Coordinator and Assistant to Food & Beverage Director Renaissance Esmeralda Resort

Feb 1998 to Feb 2001 Indian Wells, CA (USA)

• Responsible for managing office staff

• Administrative support to Director of Conferences Services

• Executed and managed catering events

• Responsible for VIP clients

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• Managed Delphi reports and event administrative work distribution

• Solicit, negotiate and book new and repeat business through efforts (outside sales calls, telemarketing, mailings,

networking, etc.) while maximizing banquet space to meet/exceed revenue goals.

• Execute a territorial marketing strategy to capture the maximum amount of revenue and meet and ideally exceed

sales goals.

• Plan, up sell and detail the meeting/function with the client including: space requirements, times, equipment,

menus, themes/decorations, etc.

• Complete the contracts, prepare the appropriate paperwork, including banquet event orders, coordinate with the

appropriate areas in the hotel, and resolve any issues, complaints and problems to ensure a quality product

delivery and customer satisfaction.

• Prepare status and period end reports.

• Maintain up-to-date knowledge of corporate and hotel procedures, products and competition, including their

strengths and weaknesses, to continually improve sales strategies and achieve goals.

• Professional and positive communication to both guests and fellow employees

Area Manager Sears Roebuck and Co.

Sep 1989 to Feb 2001 Brea, CA (USA)

• Managing stock levels and making key decisions about stock control

• Analyzing sales figures and forecasting future sales volumes to maximize profits

• Analyzing and interpreting trends to facilitate planning

• Using information technology to record sales figures, for data analysis and forward planning

• Dealing with staffing issues such as interviewing potential staff, conducting appraisals and performance reviews,

as well as providing or organizing training and development

• Ensuring standards for quality, customer service and health and safety are met

• Resolving health and safety, legal and security issues

• Responding to customer complaints and comments

• Promoting the organization locally by liaising with local schools, newspapers and the community in general

• Organizing special promotions, displays and events

• Attending and chairing meetings

• Updating colleagues on business performance, new initiatives and other pertinent issues

• Touring the sales floor regularly, talking to colleagues and customers, and identifying or resolving urgent issues

• Maintaining awareness of market trends in the retail industry, understanding forthcoming customer initiatives and

monitoring competition and responsible for ordering 10% of inventory for ‘local market focus” initiative

Languages:

Mother tongue- Spanish and English Italian Fluent full working knowledge

French minimal working knowledge Russian minimal knowledge

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