Customer Service Manager
Resume:
ROMAINDRA ITWARU
Bronx, New York 10466
*********@*****.***
Objective:
To enhance and utilize over 10 years of banking service expertise, to further develop my attributes
and leadership in order to capitalize the operational integrity and managerial capacities within the
banking industry.
Highlights of Qualifications:
• Extensive knowledge of retail banking operations. Provide optimal level of customer satisfaction
and superior client experience in a retail environment.
• Supervise efficient day-to-day operations ensuring all policies and procedures are fulfilled and
adhered to by team members, consequently passing 5 corporate audits.
• Provide leadership, coaching and mentoring to team members.
• Partnered with the District Manager in the execution of operational excellence and achievement of
operational goals in absence of a field operations coach and a branch manager for 2 years.
• Proficient within Microsoft Office: Word, Excel, PowerPoint, Concierge and Eclipse software.
Professional Experience:
Assistant Branch Manager (Citibank) (September 2011 –
Present)
• Control daily branch operations, direct branch through preparation for audits, coach 3 bankers to
achieve quarterly sales campaign and mentor 4 bank tellers to maximize referrals opportunities.
• Conduct daily proof process to ensure adherence operational requirement.
• Ensure operational compliance of accuracy, loss avoidance, exception policies and procedures.
• Maintain monthly branch efficiency logs and provide reports and statements of the daily work.
• Enforce dual control procedures as require.
• Responsible for opening and closing branch, and performing morning Huddles.
• Handle vault operations and cash level on timely bases, schedule and execute surprise audits for
4 bank tellers’ cash drawers.
• Balance and trouble shoot ATM / Cash Dispense and deposits Card errors.
• Enforce procedures and expedite the opening of consumer and business accounts.
• Generate new client relationship and build current account holders’ relationship through
implementing excellent customer service and networking.
• Resolved escalated client complaints and issues promptly and effectively.
• Leverage workforce planning tool to secure appropriate employee coverage and capacity, ensure
effective lobby and line management, and aid with customer transactions during peak periods.
• Execute new employee hiring, performance management, terminations, and promotions
performance appraisals as require.
ROMAINDRA ITWARU (917) 622 - 0770
• Maintain and test alarms and other security devices, adhere with staff regarding branch security
and safety issues and report facility-building concerns to maintenance.
• Ensure daily deposit review is in place for tellers.
Assistant Branch Manager (JP Morgan Chase Bank) (October 2006 –
September 2011)
• Administered daily operation of the bank. Responsible for opening and closing branch, servicing
and reloading cash into ATM and performing morning Huddles.
• Mentored Branch Managers and Assistant Branch Managers for operation rotation.
• Evaluated Branch Dashboard with precise research and appropriate action to resolve mystery
shop errors, deposit account opening errors and missing IRA adoption agreements.
• Traveled to various Chase Bank locations to assist in training and familiarizing staff members of
new procedures and functions during systems conversion.
• Directed branch through preparation for audits by overseeing all paperwork on sales and
performed pre-audits to insure ongoing adherence with compliance procedures
• Assisted new tellers with training and monitored associate performance.
• Supervised and coached a team of twenty-four on the proper behaviors, sales techniques,
compliance guidelines and exceptional customer service satisfactory.
• Utilized the scheduling assist tool to optimize staffing in branch to ensure effective lobby and line
management and assisted the line with customer transactions during peak periods.
• Effectively implemented and informed staff of relevant changes of procedures and policies after
operation conference call and ensured adherence to operational requirements in compliance with
all applicable laws, regulations, bank policies and procedures.
• Handled difficult situations with customers and provided clients with information, data and advice.
• Maintained and expanded customer base to new and existing customers by offering relationship
banking.
• Increased wallet penetration by coaching sales personnel to use account opening and follow-up
processes effectively and ensuring personal bankers to meet quarterly sales goal.
Additional Experience:
Lead Bank Teller (JP Morgan Chase Bank) (December 2002 –
October 2006)
Education:
Notary Public
Client Associate Program JP Morgan Chase
Bank Teller Certification Caliber Training Institute
A+ Certification Career Center
High School Diploma
Achievements:
Certificate of Operations Excellence for satisfactory audit rating
2
ROMAINDRA ITWARU (917) 622 - 0770
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