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Customer Service Management

Spring, Texas, 77373, United States
October 24, 2016

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Seeking a position where I can use my experience as a highly motivated, dependable leader to succeed in a stimulating and challenging environment, building the success of the company while I experience advancement opportunities.


Leadership/ Coach/ Mentor

Customer Relations

Problem Resolution

Quality Assurance

Employee Development/ Training

Process Development

Change Management

Office Administration


US BANK 2008 - 2016

Universal Banker (3/08 – 9/16)

Actively develop new business and expand existing client relationships. Assesses and handles clients banking needs, obtain and process client’s accounts information, sell bank deposit and loan products and services. Actively refers clients to Financial Specialist, Mortgage Officers and Business Banking Officers. Responsible for loan origination and closing, notarizing documents, account opening, safe deposit transactions, branch opening and closing procedures, teller transactions.

Recipient of the following awards: Top Performer for Division, Top Performer for Region, Annual Star of Excellence 2009, 2013, 2014, 2015, Customer Service, KDS, Team Pinnacled 2009, 2010, Branch Pinnacle Top 1% 2014. The Amazing Chase 2008, US Bank has Talent 2011, Main St USB 2013, Camp USB 2014, Platinum & Silver Shield, Partnership award.

Sourcing new business through Fusion, outside sales and everyday contacts.

Build close working relationship with Partners.

Profiling each client to assure they are placed in the correct product.

Deepening relationships with new and existing clients.

Consistently averages 140,000 Banker Points per quarter.

Up to date on all Regulations and Disclosures.

Provides backup for management team, scheduling, payroll.

Mentor and resource for conversion branch personnel.

Mentor for 2 Leader Development Program Bankers (LDP’s).

Teller Transactions / $150,000 approval limit.

Computer Skills - Outlook, Fusion, Hogan, Wizard, Lotus Notes, SSP


Processing Manager, San Diego, CA (2003-2007)

Managed 20+ loan processors and support staff by planning, scheduling and assigning work tasks, directing loan distribution, performed quality and compliance audits, interview, hire and mentor staff in four San Diego County offices.

Recipient of the following awards: Presidents Club, Top Team Quality.

Transformed low performing processing staff by implementing monthly recognition and contests.

Facilitated department meetings and functions for team motivation.

Identified inconsistencies within the staff process and implemented effective training programs to resolve the issues.

Developed a training program that contributed to a 60% reduction in errors.

Planned, scheduled and assigned work tasks ensuring completion within a timely manner.

Performed quality and compliance audits resulting in faster turnaround times and 20% more funding.

Successfully and effectively resolved complex customer issues/complaints in a timely manner that resulted in retaining satisfied customers.

Implemented a processing system that reduced turnaround time from seven days to one day.



Senior Loan Processor, Brea, CA (2001-2003)

Provided assistance to customers including Mortgage Brokers, Loan Reps, Title and Escrow companies. Obtained and cleared approval stipulations, submitted loan file to underwriting for review, ensuring all compliance and underwriting guidelines are met, entering loan information into the system, prioritizing and managing assigned pipeline to meet anticipated closing date and performance metrics.

Recipient of the following awards: Top Processor, Team of the Year, Processor of the Year, Rookie of the Year, Attendance.

Processed 200+ loan applications per month assuring a minimum of 75% funded.

Trained processors on efficient processing techniques insuring fewer errors and higher amounts of volume.

Maintained quality of 95% and government compliance resulting in faster turn around time.

Documented follow-up to ensure faster, greater funding.

Computer Skills - MS Word, Excel, QuickBooks, Outlook


General education course work completed. (Rio Hondo College)

Hospitality/Tourism courses completed. (Cypress College)

Workshops/Seminars (Wachovia/World Savings): Leadership Development, Leadership Challenge,

Management Essentials, Fundamentals of Management,

Conflict Solutions, Time Management

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