Customer Service Manager
Resume:
Tracy Tyra
Upland, California 91784
acqww0@r.postjobfree.com
Profile
Banking Management professional with over 20 years management experience in the banking industry with a focus on the development, management of excellent customer service and sales.
Highlights:
Solid experience in financial business practices and procedures.
Record of success in the development and implementation of effective business strategies.
Excellent customer service and leadership skills.
Experience
TRADEMARK HOIST & CRANE, Pomona, CA
July 2014 - Present
Consultant-Customer Service Manager/Sales
Work closely with the President of the corporation to provide organization of the office.
Provide quality customer service while dealing with clients and staff via phone and in person.
Develop and implement strategies to increase retention and sales.
Update computer system with client information.
Review and cross reference bank statements to invoices.
Schedule and assist in job walks for crane and hoist maintenance, annual inspections and certifications.
Perform daily bank deposits through RDC. (Remote Deposit Capture)
CALIFORNIA BANK & TRUST (formerly Vineyard Bank and Rancho Bank) Walnut, CA
1999 - June 2014
AVP/Customer Service Manager /Branch Manager (2009-2014)
Provided leadership in the operational activities of the branch with primary focus on customer service and cross-selling bank services and products.
Hired, trained, counseled, coached, and supervised staff.
Developed and implemented strategies to increase customer retention to ensure all sales goals are met or exceeded.
Developed business relationships and ensured superior customer service and compliance with Bank policies and procedures.
Identified customer’s financial needs and provided solutions including identifying and implementing services that improve overall satisfaction.
Established and retained relationships with clients by reviewing client portfolios and maintaining personal contact with clients.
Prepared daily, quarterly, and annual reports including overdraft report with authority to pay on return items.
Oversaw all in-house processing through remote deposit capture (RDC).
Performed teller, new accounts, and ATM balancing functions as needed.
Maintained accountability for key inventory and vault teller functions, such as ordering cash.
Adhered to operational controls, including legal, corporate, and regulatory procedures to ensure the safety and security of the client and bank assets.
Accomplishments:
Designated #1 branch in Customer Service out of 102 branches (two years).
Successfully exceeded audit expectation (14 years).
Maintained solid record of zero controllable losses (three years).
Achieved cash balance audit record scores of 29 out 30.
Numerous Outstanding Customer Service Awards.
Opened new branch including all branch operations: new accounts, ordered supplies, set up workstations and printed forms.
VP Customer Service Manager/Branch Manager - Vineyard Bank -Walnut (2006-2009)
Provided leadership in the operational activities for the branch with a primary focus on customer service and cross-selling bank services and products.
Hired, trained, counselled, coached, and supervised a staff of 5-7 employees.
Developed business relationships and ensured superior customer service and compliance.
Developed and implemented strategies to increase retention and meet or exceed business goals, including branch contests and bank promotions.
Accomplishments:
Successfully exceeded audit expectation with scores of 35 out of 35.
Solid record of zero controllable losses (three years).
AVP Operations Manager/Consultant to President - Rancho Bank -San Dimas/Walnut (1999-2006)
Assisted in opening a new branch including setting up branch operations, working with vendors to supply needed services for the branch, setting up workstations, ordering pre-printed forms.
Provided leadership in the operational activities for the branch with a primary focus on customer service.
Managed the transition from an old computer system including updating all customer information.
Operated remotely to open and manage the activities of a new branch including new accounts and transferring accounts from a closed institution.
Approved client overdrafts, loans, lines of credit within designated limits.
Special Projects
Developed procedures to manage 180 merchants’ deposits weekly at the Ontario Mills Mall. Managed 2 shifts. Developed an Excel spreadsheet to separate and account for cash and checks in preparation for armored pick up (PFF Bank and Trust).
Collaborated with the Ontario Police Department in the development of a program to mitigate fraudulent credit cards for Ontario Mills merchants (PFF Bank and Trust).
Selected to manage other branches as Operations Manager for vacationing managers (Rancho Bank).
Education
MT. SAN ANTONIO COLLEGE Walnut, CA
Commercial Pilot Program
BANK ADMINISTRATION INSTITUTE (BAI) - numerous courses
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