Sales Customer Service

Jeff Moss

***** ******* ***** 713-***-**** (C):

Houston, TX 77065 ********@***.***

PROFESSIONAL EXPERIENCE

JPMorgan Chase Bank – Houston, TX

Chase Private Client Branch Manager 05/2010 – 04/ 2014

As a Branch Manager, I am responsible for utilizing my sales leadership, management excellence, and operational expertise to

create an exceptional customer experience and grow the business within our valued branch network. I also possess a strong

ability to manage to P&L and teach concepts of P&L to develop staff’s knowledge.

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

• Set goals, develop and effectively execute strategies against a detailed action plan

• Actively coach employees to achieve sales results, source new customer business and provide superior customer service

• Build effective relationships with customers, business partners, staff, and members of the community

• Build trust and rapport among branch team and creates a positive and friendly branch environment that fosters teamwork

and productivity; reduces anxiety.

• Work effectively with Specialists and actively engages them as part of the team, provides direct and meaningful feedback

and hold them accountable.

• Regularly meet with branch employees to provide feedback and discuss their performance and career progression

opportunities

• Regularly communicate results to the branch team and helps each understand the connection between their individual

contributions and the branch’s P&L; helps employees understand their incentive plans.

• Strong knowledge of Chase products and services; ensures customers understand our products, services and associated fees;

communicates the value of Chase.

JPMorgan Chase Bank- Houston, TX

Sales Wholesaler 05/2008-05/2010

As a Sales Wholesaler, I was responsible for coaching and development of personal bankers and tellers in the process of

Chase’s sales behaviors and techniques. I was responsible for two districts in the North Market and worked as a direct

partner with the District Manager.

• Assisted Branch Managers and District Managers in implementing sales concepts to branch staff.

• Responsible for increasing sales campaign results in addition to improving sales results of other Chase products

and services.

• Facilitated sales workshops for Personal Bankers in an effort to drive sales results.

• Developed personalized workshops for District Managers according to desired results.

• Worked side by side with Personal Bankers to offer coaching and assistance while working with customers.

JPMorgan Chase Bank-Houston, TX

Chase at Work Specialist 04/2007-05/2008

As a Chase at Work Specialist, I delivered the Chase at Work program and its benefits to business owners and department

heads. I would meet with these individuals and inform them of benefits that we could offer as an additional benefit to their

employees.

• Responsible for delivery of the Chase at Work program to business executives and owners.

• Worked directly with company HR Managers to offer the Chase at Work program to their employees as an

additional benefit.

• Facilitated company employee staff meetings to introduce the Chase at Work program in addition to offering other

benefits of the program such as identity theft prevention and financial planning.

• Worked with Personal Bankers inside the branches to help recognize opportunities to inform customers about the

program and its benefits.

• Responsible for driving sales results of the program and increased those results month over month.

• Worked as a partner to the District Manager to help drive results in the branches.

• Set up on-site presentations with company department heads to allow Personal Bankers to enroll employees in the

program.

JPMorgan Chase Bank-Houston TX

Telephone Banking Sales Unit Manager III 11/1998-04/2007

As a Telephone Banking Unit Manager, I managed a team of 24 Telephone Bankers whose primary responsibility was to

provide excellent service to Chase deposit and loan customer via telephone. Additionally my team was responsible for

generating sales results by recognizing opportunities with their customers.

• Responsible for hiring and placement of employees for the Contact Center.

• Monitored daily activities of Telephone Bankers including scheduling, adherence, call duration, service levels, and

overall customer service and sales behaviors.

• Worked one on one with Telephone Bankers to providing coaching and balanced feedback in the area of customer

service and sales.

• Worked on various committees to help improve overall levels of service to customers and improve employee

experience.

EDUCATION

Texas Southern University Houston, TX

Bachelor of Science

Business Management

ACHIEVEMENTS

Sales Conference trip winner- Telephone Banking Bank One

National Achiever and Sales Conference trip winner- Sales Wholesaler Chase Bank

Served as member of District Leadership Forum 2011-2012

PROFESSIONAL AFFILIATIONS

UJIMA

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