Customer Service Manager

SHEILA VOLARVICH

*** ******** ***** • Roseville, California 95678

***************@*****.*** • cell 916-***-****

OPERATIONS PROFESSIONAL

EXPERIENCED

Financial and Management Competencies

• •

Project Management Process Improvement / Change Management

• •

Budget Preparation & Expense Reduction Regulatory Compliance / Auditing Initiatives

• •

Product Mapping & Development Risk Analysis & Mitigation

• •

Call Center / Electronic Banking Expertise Data-driven Decision Making

Seasoned and effective Business Analyst/Operations Manager with a demonstrated track record of leading

financial operations to increased levels of productivity through astute business analysis, aggressive goal

setting, technology implementations, and market-savvy product development. Expert technical skills in

multiple disciplines.

OPERATIONS EXPERIENCE

MANAGING PARTNER – MY GAL FRIDAY – Roseville, CA. 2011- 2012

CENTRAL OPERATIONS MANAGER - IMPERIAL BANK,- San Jose, CA 1999 –

2000 CENTRAL OPERATIONS MANAGER - FREMONT BANK,- Fremont, CA

1992 – 1999 CENTRAL SERVICES MANAGER - BANK OF THE WEST,- Santa Clara, CA

1983 – 1992

Provide expert project management for a variety of clients, including large scale move coordination,

competitive market research, key vendor selection and contract management. Skillfully managed mission

critical business operations for 3 major banks over an impressive 17 year career. Directed teams of up to

127 staff members to increasing levels of productivity while maintaining outstanding audit results. Breadth

of technical expertise includes all aspects of Banking operations, including but not limited to; Electronic

Banking, Credit/Debit Card Operations, Call Center Operations, Cash Management Services, ATM

Management, Item Processing and all Support Services.

Extensive Project Management experience with both Consumer and Business Product design and

implementation. Broad scope of responsibility included the development of marketing strategies, compliant

disclosures and account agreements, branch operating and risk control procedures, technology solution

analysis, mapping and testing, as well as designing and implementing Bank-wide training programs.

Key Contributions:

.

• Successfully completed multiple large scale move coordination projects.

• Drove introduction of Visa debit card program, structuring a mass reissue of entire ATM card base;

efforts yielded increased revenues of more than $160,000 after costs within first twelve months.

• Diligently standardized and maintained Business and Consumer service agreements and disclosures

for all deposit products to ensure compliance with State and Federal Regulations; E, CC, D, DD, Z,

and other regulations.

• Assumed the sole responsibility for designing and implementing a Commercial Deposit acquisition

program, including clearly innovative Cash Management products, such as Target Balance/Sweep

accounts, POS Merchant processing, PC based ACH origination, Remote Deposit products, and

Electronic Banking/Payroll services.

• Expertly designed customer retention programs such as PC Banking and Bill Payment systems,

including software evaluation and selection, testing, training and risk control procedures.

• Created unique Bank-wide training programs to expertly and seamlessly implement new technology

products.

• Slashed annual float expenses by $123,000 by modifying sort patterns and establishing multiple

direct send relationships with key correspondent Banks.

• Evaluated and awarded vendor/facilities contracts that realized significant annual savings.

• Designed and implemented telecommunications architecture and Platform technology within the Call

Center to automate 58% of the call volume. This project resulted in combined staff and telephone

expense reduction in excess of $300,000 annually.

• Senior Management task force leader in charge of business process mapping for two major Bank

Acquisitions, specializing in all Item Processing and Electronic Banking applications.

• Centralized the operations functions for 13 Venture Capital branches located in the technology hubs

throughout the nation, eliminating 7 staff positions, significantly decreasing operational losses while

improving customer service.

• Championed the acquisition of local and county government relationships through comprehensive

compilation of Request for Proposal (RFP) responses. Designed and directed complex business plans

to implement seamless customer conversions.

LENDING EXPERIENCE

PRODUCTION COORDINATOR – AMERICAN PACIFIC MORTGAGE – Roseville, California, 2012 – 2014

HOME MORTGAGE CONSULTANT - PARAMOUNT EQUITY, Roseville, California, 2010 – 2011

HOME MORTGAGE CONSULTANT - WELLS FARGO & COMPANY, Roseville, California, 2003 – 2008

HOME MORTGAGE CONSULTANT - UNITED HOME MORTGAGE, Roseville, California, 2002 – 2003

Delivered focused and innovative home mortgage solutions to clients of high-volume retail branch of global

banking firm. Networked extensively with realtors and other referral partners to source and submit home

mortgage loans and construction loans for greater Sacramento territory.

Personally designed exclusive marketing strategies and partnerships with Real Estate Brokers to provide

unique investment opportunities, taking advantage of underpriced National Real Estate markets and

Federal Tax Incentives.

Most recent experience has provided me with Excellent Processing skills and loan officer support

Key Contributions:

• Successfully recruited 4 high producing Foreclosure Specialists to represent Wells Fargo REO

properties, generating lucrative purchase referral business for the division.

• Prepared and delivered dynamic investment and first time homebuyer workshops in collaboration

with area realtors.

• Sponsored one of the first Real Estate Auctions in the Sacramento Area through my Pacific Auction

Exchange Referral Partner.

• Captured significant market share for the Tri-county area via self-directed Construction lending and

Renovation Certification.

• Achieved “Stagecoach Priority” status within the first year of employment, maintained outstanding

customer service rating throughout Wells Fargo tenure.

• In conjunction with reputable Investment Brokers introduced National Investment Opportunities to

medical and dental professionals, resulting in recurring, high-volume referral business.

EDUCATIONAL BACKGROUND

Bachelor of Arts, Sociology

STANFORD UNIVERSITY – Palo Alto, California

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