Manager Customer Service

WARD GOLDBERG

****.*.********@*****.***

* ****** ***** **** 631-***-****

Huntington Station, NY 11746 Cell 631-***-****

BANKING PROFESSIONAL

Market Manager / Branch Manager

Strategic Relationship Management / Staff Team Training & Leadership

Banking industry professional consistently successful in leading operations, mitigating risk, defining

business strategy, and delivering strong financial results and profitable growth within highly competitive

B2B and B2C markets. Expert performance in identifying and capturing new business and new market

opportunities, and cultivating strategic relationships. Outstanding planning, organizational, team building,

leadership, and communication skills. Mentor and leader of new and experienced salespeople and

support staff; able to handle multiple roles and management responsibilities. Executive liaison to

regulators, attorneys, financiers, auditors, and customer base. Expertise includes :

Operations Management Training & Development Client Relations

Business Development Risk Management Process

Improvement

Sales Forecasting Change Management Strategic Planning

Relationship Management Product Marketing Audits / Budgeting

PROFESSIONAL EXPERIENCE

Brydan Dairy, Inc. Jamaica, Queens

2013 present

Wholesale distributor of milk & milk products, cheese, yogurt and assorted other dairy products

throughout the 5 boroughs.

Vice President

Negotiate contracts with large customers, assured timely delivery of products, expanded sales and

product lines, prepared quarterly budgets, increased profitability and expanded delivery areas.

• Opened new product line consisting of assorted iced tea, juices, powdered drink mixes and sports drinks.

• Trained route sales person to upsell new product line to existing customers.

• Expanded delivery area by obtaining referrals from existing customers and canvassing that area.

• Increased profitability 20% by increasing margins and selling products in packages.

• Adopted at Cash On Delivery policy to customers who were more than 30 days late more than 2 times.

POPULAR COMMUNITY BANK (Banco Popular), Brooklyn, NY

2012 to 2013

Financial services conglomerate that has been operating in the United States for more than 50 years; 10,000+

employees.

Branch Manager

Responsible for directing operations, cultivating relationships, leading and mentoring staff, developing business,

increasing deposit growth, supporting portfolio growth, and facilitating all targeted business objectives.

Drive sales and revenue growth and exceed client expectations by integrating business partners (Small Business &

Consumer Lending, FA’s, etc.) into branch team and training/developing employees to identify cross selling

opportunities, increase client acquisition, and successfully cultivate existing relationships.

• Led branch to win Q1 2013 deposit growth contest, Q2 2013 personal loan contest, and achieve 200%+ of first

half 2013 lending goal ($3M+ in booked business lending; total 2013 goal is $3M).

• Develop/execute strategic client (small/medium/large businesses) initiatives (integrated sales, relationship, and credit

strategies) to achieve targeted revenue, expense and service goals.

BANK OF AMERICA, Brooklyn NY

2006 to 2011

nd th

Largest bank holding company in the United States (assets; 2 largest market cap) and 5 largest US Company – Bank

generates $125B+ in annual revenue and has approximately 288,000 global employees.

Banking Center Manager

Recruited to direct core operating and business functions, manage client relations, manage business partner

relationships (merchant services, loan officers, etc.), and lead staff to drive new business, provide outstanding customer

service, and achieve organizational goals and revenue objectives; had 10 direct reports (personal bankers, small

business specialists, tellers, etc.). Challenged to generate long term growth amidst severe economic downturn. Key

member of Round Table committee. Selected accomplishments included:

• Led staff (and personally provided) to deliver exceptional client service and consistently achieve/surpass revenue

goals; achieved 90% customer satisfaction in Q2 of 2011 and exceeded all targeted quarterly goals for 5

consecutive years.

• Trained, developed, mentored, and directed branch employees in developing, maintaining, and expanding profitable

client relationships; numerous employees were consequently promoted within the organization.

• Created high impact, high yield sales promotional programs that accelerated immediate sales and long term growth.

Achieved “Divisional Award of Excellence” in 2007.

• Conducted monthly operational process reviews to prepare branch for internal audits and provide a general outlook

for the branch’s operational integrity.

WASHINGTON MUTUAL, Brooklyn, NY 2003 to

2006

Washington Mutual was a savings bank holding company (largest savings and loans association in the United States)

with more than 49,000 employees and nearly $16B in annual revenue – Acquired by JPMorgan Chase in 2008.

Financial Center Manager

High level financial leadership and business development position directing a staff of 10 employees at the Brooklyn, NY

Financial Center. Responsible for personally driving new business with regional companies, managing daily operations,

establishing revenue goals, and spearheading numerous community initiatives with State Senator to enhance

community relations and improve corporate brand.

• Consistently exceeded personal revenue goals by capturing new business and providing outstanding service to

ensure client retention; developed significant new business through client referrals.

• Trained, developed, mentored, and led staff (Financial Reps, Assistant Manager, Operations Manager, Tellers) to

achieve/surpass revenue goals and business objectives.

• Created high impact, high yield training programs that ensured compliance, generated revenue, and significantly

improved employee performance.

• Achieved “Regional Small Business Lending Leader” (2005), “Customer Service Champion” (2005),

“Targeted Services Ratio Lender” (2004), and “Committed Active Neighbors Award” (for volunteer service;

2004).

ARBITRATION & MEDIATION SERVICES GROUP, INC., Mineola, NY 1996 to

2002

Privately owned alternative dispute Resolution Company that provided insurance companies and attorneys with a forum

to settle cases out of court.

President / Owner

Built new venture from start up to successful operation. Achieved and maintained profitability for six consecutive years

and established and excellent reputation for ethical performance and integrity. As President, held full strategic planning,

marketing, sales, operating, legal, financial and P&L responsibility.

• Successfully developed new business and established/managed strategic relationships with attorneys and insurance

companies (Hanover Insurance, St. Paul, Utica National, Farm Family, and more) to generate long term revenue

growth; cultivated relationships with numerous judges to facilitate disputes.

• Negotiated between insurance company reps and plaintiffs’ attorneys to resolve (arbitration/mediation) claims.

• Trained and led employees to deliver exceptional service and achieve business goals. Sold the company in

2002 (to competitor) for substantial profit.

PREVIOUS PROFESSIONAL EXPERIENCE

Sales Manager – CITIBANK

1989 to 1996

Highly successful 7 year tenure with one of the largest financial institutions in the world. Directed branch operations,

created and implemented business plans/strategies, established revenue objectives, and trained, developed, mentored,

and led platform staff and Small Business Relationship Managers to achieve and surpass organizational goals and

business objectives.

Assistant Vice President, Investments – DEAN WITTER

1984 to 1989

Performed full range of sales prospecting, qualifying, needs assessment, data gathering, and presentations of Dean

Witter’s products & services; stocks, bonds, mutual funds, life insurance, 401(k) plans, retirement & estate planning,

Trust Services, etc.

Customer Service Representative – BOWERY SAVINGS BANK

1980 to 1984

EDUCATION

BA – Communications / Journalism SUNY BUFFALO, Buffalo, NY (1980)

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