Customer Service Sales

Dana M. Guzman

**** ******** ***., ********, ** *0712

Cell: 562-***-**** ********@***.***

Professional Summary

Seeking a role with a company where I may gain new skills and grow within a reputable organization.

Dedicated and enthusiastic professional with proven ability to train variety of individuals on topics

ranging from safety to sales to productivity. Respected with experience providing internal employee

development and team effectiveness. Highly experienced Customer Service professional.

Experience

Branch Manager! ! ! ! ! ! ! ! ! ! 2010 - 2014.

Pacific Premier Bank - Seal Beach, Ca

• Provide leadership, training and supervision to staff. Delegate tasks to branch personnel.

• Ensures the delivery of high quality of customer service in all areas: operations, new account, servicing,

payments and customer resolution.

• Facilitating sales in deposits and lending.

• Review daily reports of new and existing customers.

• Responsible for interviewing, hiring, developing, coaching and motivating branch staff.

• Prepare and review monthly, quarterly and annual certification for cash and other related banking reports.

• Monitor and reconcile ATM machines cash weekly.

• Monitor and reconcile daily cash balancing, scan proof work and review all audit items.

• Review opening and closing of accounts and all related services associated with accounts.

• Prepare weekly scheduling and process payroll for staff members.

• Responsible for auditing new hire, terminations and leaves of absence.

• Verify and audit Human Resource documentations.

Assistant Manager! ! ! ! ! ! ! ! ! ! 2000 - 2010.

Bank of America - Los Alamitos, Ca

Support manager, provides, guidance, direction and supervision in the absence of a branch manager.

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Ensures the operational excellence of the center and create an excellent customer experience.

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Produce efficient staffing schedules. Recruit, hire and coach teller staff.

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Coach associates to yield improved production, higher sales and increase customer satisfaction.

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Responsible for day to day operations, and also bringing sales, guiding, directing and supervising branch

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staff.

Audit documents and practices. Ensure compliance of all treasury and federal banking policies.

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Line management-route customers to the correct associate, assist with filling out forms, fulfill any customer

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service request, and problem resolution.

Responsible for achieving established individual goals through referrals from new and existing customers

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while maintaining security and safety in accordance with policies and procedures set forth by the bank.

As security administration, reviewed and monitor all banking system user and functions.

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Prepared weekly scheduling and process payroll, review and approved tuition reimbursement.

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Track branch progress in meeting target goals set by the regional officers. Implement plans to meet goals.

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Personal Banker/Teller Coordinator! ! ! ! ! 1996 - 2000.

Bank of America - Various Sites, Ca

• Open and service accounts such as Checking, Savings, IRA, Time Deposits for personal and business

clients. Stay current on product knowledge as well as federal guidelines and procedures.

• Monitor, maintain and audit safe deposit boxes. Set up new safe deposit box rentals.

• Train new tellers on banking procedures, system usage and exemplary customer service.

• Maintain a smooth teller line, supervise teller operations, investigate and approve transactions.

• Perform teller duties as needed: cash checks, process deposits/withdrawals/payments, meet goals for sales

and promotions, fulfill customer request, answer customer questions.

• Compile reports, provide operation support, FTE management.

Community Service

Millikan High School Varsity Cheerleading Fundraisers 2011 - Present.

• Organize the manufacturing of goods to be sold by the Cheerleaders to raise funds for events, travel, and

other required expenses.

• Fundraiser chair for Tinsel Crowns to be sold during Homecoming, making over 700 every year.

• Fundraiser chair for Cheer Clinic.

• Participate in various events throughout the school year (Car Wash, Outings, Games, etc)

Education

University of Phoenix - Gardena, Ca! ! ! ! ! ! ! 2000.

• Bachelors of Science - Business Administration

Cerritos Community College - Cerritos, Ca! ! ! ! ! ! ! ! 1984.

• Associates of Arts - General Business

California State University of Long Beach - Long Beach, Ca

• Courses in Business Law

Contact this candidate