Sign in

Customer Service Manager

Pleasant Hill, California, United States
October 05, 2016

Contact this candidate





Highly motivated and responsible professional with over 10 years of administrative corporate experience

Over 9 years retail banking, business exposure, excellent customer service, product knowledge and sales production.

Over 10 years of experience in retail with proven competencies in coordination, strategic planning and management support of daily sales, administrative and operational functions respectively.

Significant Qualifications

Highly motivated with strong verbal and written communication skills

Self-directed and ability to multi-tasking with acute time management strengths

Excellent customer service with multiple recognitions

Ability to work both independently and in a team environment

With personal attention to details, flexible and quick in delivering solutions

Achievements / Recognition

Customer Service Excellence – February, April, May, August, November 2009

Branch Employee of the Month - 212 - May 2010

Customer Service Excellence – June, October, November and December 2010

Customer Service Excellence – February, November, and December 2011

On the Spot Award - 5 Year Anniversary Incentive – October 2011

Outstanding Performance – Career Promotion – February 2012

On the Spot Award -100% KDS Incentive – March 2012

Customer Service Excellence – April, June and July 2012

Branch Employee Recognition – Superstar Performance - August 2012

Customer Service Excellence – January, February, March, May, September and October


Financial Advisor Rookie of the Month – April 2014

Rising Leaders Qualifier – September 2014


Citibank N.A. October 2006 - Present

Personal Banker ( January 2012 to January 2014 and March 2015 to Present )

Branch Sales Officer with a consistent track record of delivering sales of at least 150% individual sales goal to the branch. Tops client’s excellent customer service expectations and making sure new and existing clients are well taken cared for.

Takes care and manages new and existing clients from opening accounts to servicing banking relationship to their specific individual needs.

Conduct and set appointments, discuss ways to identify need and potential solutions based on their individual financial situations.

Make outbound sales calls and strategies to leverage opportunities building better and deepening relationship with new and existing clients from Credit Cards to Personal Lines of Credit, Personal Loans, Mortgage and Home Equity Lines of Credit and their great features and benefits.

Source deposits and credit accounts through walk-ins and telemarketing

Provide tellers and other co-workers coaching, strategies and guidance on product knowledge and specials deals/promotions to better maximize referrals and cross sell opportunities.

Consistent in adhering bank operations, policies and procedures to ensure the highest safety and security for clients, staff and company.

Acts as a back up for operation in the absence of the Assistant Branch Manager (Operations Manager) from opening to closing the branch day procedures manages the Vault with balancing counting cash shipment and replenishing ATM cash.

Teller (October 2006 – January 2012)

Financial Associate

In charge of the Safe Deposit Box, daily ATM deposit processing and the regular day to day duties and responsibilities such as transfers, payments, deposits and withdrawal transaction, foreign currency exchange orders for customers.

Help Personal Bankers with sales by bringing client referrals on all kinds of loans, credit cards, refinancing

Assist customers with their service issues and providing solutions and directing them to the Manager.

Promote Citibank new products and services and suggest new ways in better managing customer’s accounts providing leads and referrals to our Sales Team.

MassMutual Financial Group February 2014 – March 2015


Financial Advisor (February 2014 – March 2015)

• Provides comprehensive financial, retirement analysis, asset protection to individual clients and businesses respectively.

• Conducts and sets appointment with clients to identify needs and long term goals.

• Discuss with clients on minimizing risks involve with proper planning and setting solutions-based approach on their individual requirements and future goals.

• Takes care of new and existing clients with servicing issues on changes and updates with life events.

• Makes follow up calls to new and existing clients to develop and deepen relationship.

• Cultivate relationships with internal business partners to identify potential cross-sell opportunities and referrals.

Macy’s Pleasanton October 2004 to December 2006

Signer Team Associate

Provide detailed pricing information for all merchandise in the store. Responsible for the physical set up and removal of special event signs displayed in the store.

Provide training to new Team associates

Prepare appropriate signs using price change reports receives bi-weekly

Maintain and organize sign cards for the weekly store sales events

Conduct weekly audits on the store merchandise and prepare discrepancy reports

Sales Associate (Men’s Basics)

Provide customer service and support at the same time contributing to the team’s sales goal.

Assisted customer with purchases, exchanges and returns on merchandises in the department.

Help with arranging displays and organizing merchandise on the floor making it clean and easy to find for the customers.

Responsible for opening, closing and balancing cash registers in the department on a daily basis.

MITSUBISHI CORPORATION – Manila Branch May 1995 to July 1999

Executive Secretary to the General Manager

Direct day to day operation and provided administrative support to department executives and his organization. Coordinate all program functions and special events for the department Supervised and trained clerical associates.

Manage the calendar for the department, scheduled meetings and conference calls

Compose letter, memos, departmental correspondence.

Set appointment with clients and screened all incoming calls and mails for the General Manager.

Arrange hotel and restaurant reservations, rental car and tours for foreign guests as well as the executives and the department staffs.

Manage inventory of the department equipment and office supplies.

Record and monitor assignment of company cars for the department and company driver’s day to day schedule

Create monthly budget expense for every project handled by the department for monthly tracking report

Assist Japanese expatriate’s family with settling in the country from arranging house lease, car purchase, children’s school registration process, etc.

Help Executive’s family with transition in relocating, and with whatever else as the need arise

BLUE CROSS INSURANCE, INC. January 1994 to May 1995


Executive Secretary to the President & CEO

Provide administrative support. Coordinate all relative business agendas with all executives in all departments. Review all reports received by all executive heads in each department.

Prepare letter of correspondences, manage calendar of events and activities for the President and CEO.

Schedule all meetings and conference calls on a weekly basis with the department heads, monthly and quarterly events for insurance agencies.

Spearheads the planning of events for Quarterly and Semi-annual recognition awards for the company, network agencies and individual agents from venue, food catering to prizes and raffle donations and giveaways

Arrange hotel booking and restaurant reservations for clients and guests

Help and assist Executive expatriates with relocation and personal arrangements with familiarity of the city with food, driving, traveling, doctors and learning the Filipino culture


October 1993 Bachelor’s Degree

Bachelor of Science in Computer Science

Pamantasan ng Lungsod ng Maynila, Manila, Philippines


Scott Sachs – Vice President, Branch Manager

Citibank, Downtown Pleasant Hill Branch

925-***-**** or 925-***-****

Vannapha Soungpanya – Assistant Branch Manager

Citibank, Downtown Pleasant Hill Branch

925-***-**** or 707-***-****

Franaur Tan – Technical Architect

Paypal, Inc


Jonette Fuentes- Admin Assistant

Public Services Department

City of San Ramon

925-***-**** or 925-***-****

Contact this candidate