Customer Service Manager
Resume:
Irene Walker-Paul
Missouri City, Texas 77489
******@*****.***
PROFESSIONAL SUMMARY
Highly experienced Business Development Sales Leader with 20 years Bank
Management experience, Small Business Consultant and Training experience.
Dedicated to meeting client needs, managing programs and creating new and
innovative ideas to consistently exceed goals, build stronger customer and
community relationships.
EXPERIENCE
04/14-Present Turning Point Employment Services
Job Developer Specialist Manager
Evaluate clients through intake, assessment and development; Design
individual service plans to help participants gain employment with a living
wage; Contact area employers through mailing, phone inquiries, and person-
to-person meetings to provide job openings; Develop relationships with area
employers that allow opportunities for regular on going employment
opportunities. Assist clients in job search and application submission.
Provide training to clients to prepare them with skills to interview and
perform well on the job. Provide referrals and career counseling as needed
to assure clients meet employer's expectations. Promote job retention and
the importance of having good work habits. Create job fairs to promote and
secure employer relationships and employment opportunities for clients.
Teach and hold financial literacy classes to provide individual budget
plans for clients, to promote money management skills.
11/11- 06/14 First Convenience Bank
Branch Manager
Responsible for overseeing the entire operations and sales of the banking
center while focusing on business development to successfully exceed all
compliance and sales expectations. Managing and keeping the staff
motivated through daily huddles, coaching and establishing a strong
consistent leadership. Having started in banking during the deregulation
of banks had evolved me into a competitive sales leader which I have grown
to be very successful at. Meeting and exceeding monthly goals each month
and setting individual and team goals to assure my bank exceeds company
expectations every month. Being a highly experienced Business Development
Officer, lead to established and secure community and organization
relationships. Being a Certified Small Business Consultant and Trainer
gives me an edge when speaking with business owners and gaining their trust
to do business with me. Working closely with the community my
contribution to CRA was expected for the Houston area each year.
Experienced with the knowledge, aspects and importance of having an audit
compliant bank, having a strong sales team to promote continuous
profitability to the banking center. Closely manage P&L report to oversee
total profitability and banking center success. Leading and managing branch
monthly goals consisting of loans, deposit products, center
profitability, and customer and employee retention to the banking center.
Being a people person I expect and deliver impeccable customer service at
all times.
01/11 - Self Employment
Small Business Consultant and Trainer
Understanding the requirements of the business and providing relevant
services;
Study the working and operations of the business and suggest action plans
to improve the business. Assist the business owner in creating a feasible
business plan on the business which creates a clear path of the business.
Having lending experience gives me the ability to assist the small business
owner in preparing himself for lending opportunities, through budgeting and
financial planning. Provide training to support the back office services
to businesses such as accounting or human resources through one-on-one
training. Recommending steps for further growth of the company and
preparing the structure to do so, taking stock of all the resources of the
small business and analyze the scope for development. Administering
training to the business owner on being organized and efficient while
gaining the potentials to prepare the strategies needed for growth and
development of their business. Responsibilities' included documenting all
stages of development of the company for future reference and
retrospection. Each business client is worked individually, depending on
the need of services. Focusing on creating a path and structure for a new
or startup business owner through trainings and managed one-on-ones. Being
a small business trainer has also allowed me to consult with various
programs in the community offering small business training to potential
business owners.
08/08 - 04/11 Alliance for Multicultural Community Services
Employment and Training Program Manager
Provide Strategic leadership to the program by creating and implementing a
plan which increases the number of temporary and permanent job placements,
increase the average wage of placements and health benefits. Create and
Manage training opportunities which will produce demonstrated skill and
knowledge gains of trained participants. Create and implement a plan which
transforms and provides a range of services that remove barriers to
employment and increases economic and social well being to low-income
refugee clients and all other clients served by the program. Guide,
supervise, coach and train Job development staff. Collaborate and work as a
team supporting all programs to ensure that all clients receive an
excellent experience such that can build a self sufficient life for them
selves and their families. Assure all services are administrated with
integrity, honesty and fairness with no regards to race or religion. Build
relationships with employers to create job openings and training for
clients served in program. Developed and enhanced existing employer
relationships while building new opportunities for clients. Build
relationships with partnering agencies to assist with process of clients
reaching self sufficiency for them selves and their families. Work with
staff to develop an annual plan and training program to meet the program
description and budget, executing individual work plans and providing
feedback and outcomes. Conduct monthly, quarterly and annual reporting of
the program, including reports to funders. Assist with fundraisers for
program to assure program continues. Facilitate department meetings,
trainings, marketing and partnerships to support and strengthen the
program. Ensure fulfillment of all Federal and State requirements are
followed by all staff members. Attend meetings, training, conferences, etc.
as required.
4/00 - 12/10 Macy's Department Store, Sugar Land TX
Support HR/Management Assistant, Part-Time
Retail experience includes customer service, human resources, sales and
management responsibilities including the daily performance of all human
resource duties for evening and weekend staff members. Assisting employees
with payroll pickup and other issues or concerns; I also entered, monitored
and corrected the employee time system. Managed vault cash received cash
deliveries, prepared reports and deposits, along with completing change
requests for sales floor associates. Taking part in the hiring process for
new hires, setup interviews and made job offers. Managed the hourly work
report and reported to store General Manager. Made updates to all employee
information areas, relative to employee appreciation, up and coming events
and special promotions or changes to policy and procedures concerning
staff. Worked on sales floors with customer issues or assist to complete
customer transactions. Participation in weekend morning rallies with sales
associates along with assisting in coaching staff to meet the daily sales
goals. Assisted management in all departments as needed and supported
management with many of daily, weekly and monthly reports. Working on
various special projects assigned by store General Manager increased my
retail management knowledge. Performed opening and closing store
procedures, assuring that all cash banks are received and locked away at
the end of the day and cash office area is secured before exiting the
building. As support employee my experienced and knowledge allowed me to
assist throughout the entire store and offer management level support.
11/03 - 08/08 First Convenience Bank, Houston Texas
Business Development Officer, AVP
Responsibilities included the support the overall business development
strategy and community relations of the South Texas Region of the bank at
twenty plus centers at any given time. My responsibilities included
compiling lists of prospective clients and managing prospective client
information. Maintaining the business development infrastructure of my
assigned region managing the sales goals, business development training for
managers of multiple banking centers, my responsibilities also included
working with the staff to improve and monitor business development call
activity at multiple assigned centers. Creating and maintaining rapport
with merchants, businesses, and community organizations while developing
new business leads and generating additional business with exiting
contacts. Played a key role in CRA for the Houston area throughout the
year, and reporting time. Worked to assure my assigned centers were
successful at reaching and exceeding monthly goals for the South Texas
Region banking centers assigned to me. Participating with the development
of new products and services to meet the market needs and keeping in line
with our competition. Performed financial literacy and banking seminars
for various organizations nonprofit and for-profit, schools and churches as
requested. Volunteered and participated in many events throughout the
city representing the bank.
01/03 - 11/03 Absolute Lending, Houston Texas
Independent Mortgage Lender
Sell and process mortgage loan products independently as a loan officer.
Gain business through marketing, business development, word of mouth, cold
calling, mail advertisement, and flyers. I volunteered to do new mortgage
classes in communities and received business from many of my participants.
10/01 - 12/02 Washington Mutual Bank, Houston Texas
Branch Manager VP, Officer
As Branch Manager, control and oversee the operational functions of the
branch to ensure compliance with applicable bank policies and procedures.
Hire new staff as needed and assure appreciate training is achieved by all
staff members. Develop and maintain relationships and regularly interacting
with banking customers to resolve issues and deal with customers' more
complex financial needs. Directing and coordinating operational activities
to implement policies, procedures and practices concerning financial
matters, such as extending lines of credit and various other types of
lending activity and transactional issues. Coach, motivate and train
employees, originate and process various types of consumer, residential,
small business loans; maintain office compliance reports; coordinate
monthly sales training for all banking center employees. Leading and
directing sales, service and business development activities to achieve
targeted results in the categories of deposits, customer relationship,
retention and revenue. Developing new business through customer calls to
businesses and community organizations.
03/98 - 10/01 Compass Bank
Customer Service Manager
The primarily responsibilities were to assist the Branch Sales Manager in
overseeing the sales and operational functions of the branch; perform a
variety of duties to retain and expand customer relationships; ensure
quality customer services are provided; consistently meet and exceeds the
customer's expectations. Managing the day-to-day branch teller and
customer service operations including research and resolution of the most
complex problems; assumes management responsibility in the absence of the
Branch Manager. Assisting the Branch Manager in developing and implementing
a program for consumer business development and sales promotion for the
assigned branch; provided leadership for the in-branch consumer sales
activities; prepared materials for meetings and encouraged staff
participation. Managing the duties of the assistant manager concerning
staffing, scheduling, performance appraisals, promotions, and employee
salary recommendations. Oversee account retention through quality customer
service, sales and referrals by setting individual and team goals,
conducting regular service skills review meetings, employee cross-training
and promoting regular employee feedback. Responsible for the development
of department programs to comply with internal control/audit and security
policies and procedures.
EDUCATION
State of Texas Insurance License
Life Insurance
University of Phoenix
Business Management
CRA Training
Federal Reserve Houston Branch
Gateway to Health Care, Certificate
Business Start up Trainer,
Kauffman Foundation, Certificate
Champions School of Real Estate, Houston, Texas
Texas Mortgage Brokerage, Certificate
Worklife Institute, Houston, Texas
Mediator for State of Texas, Certificate
American School of Banking Houston, Texas
General Banking, Certificate
FDIC Money Smart, Certificate
Neighborhood leadership Institute
City of Houston, Certificate
VOLUNTEER (current/ previous)
Beyond Careers, Chair, Board of Directors
Houston Asset Builders Coalition, Chair, Board of Directors
Alliance of Economic Inclusion (AEI FDIC), Executive Board Member
Alliance of Economic Inclusion (AEI FDIC), Chair, Houston
Baylor Male Coalition, Coalition Member
City of Houston Aids Task Force, Task Force Member
National Coalition of Black Women NCBW, President
National Women's Council, Houston, Board Member
South Union CDC, Executive Board Secretary
Bank on Texas, Committee Member
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