Customer Service Manager

Mala Shinde

***** ********** ****, #***, ********, CA 90703 C: 562-***-****

**********@*****.***

Strengths:

Experience banking professional who provides exceptional attention to every detail of customer service every day. 30+ years of management experience excelling in inter-personal and communication skills with regulatory examiners, all level of management, internal staff and other departments; critical thinking ability to quickly analyze a given situation’s dynamics, identify deficiencies and opportunities, and implement effective solutions timely; effective e leader for all levels of employees by promoting collaboration and positive team spirit.

Highlights of Experience

Supervise Branch,Call Center and Central Operations to ensure that on a daily basis, the bank provides the utmost personal and professional customer experience to all of its retail banking customers.

.As Administrative Assistant I have knowledge about Notary, Answering Heavy phone Calls, Greeting customers and members, Proper mail distribution, responding to customer complaints, handling International and domestic travels, Handling Financing, excellent communication skills, Schedule and handle weekly and monthly meetings.

Develop, write and implement all retail banking policies, procedures and programs to ensure all operations related functions in the bank are performed accurately, timely, and in compliance with all rules and regulations.

Conduct regularly scheduled bank-wide training and meetings on internal policies and procedures to ensure strict adherence to the bank’s standards in operations and customer service.

Work with Risk Management, IT, and Electronic Banking regularly to ensure clear inter-department communication and smooth project implementation.

Directed and coordinated the management of 10 branches in southern California.

Work with Accounting regularly to ensure all retail banking GL accounts are reconciled timely and accurately.

Member of the following committees: Product, Risk Management, IT Dept.. Responsible for the implementation of retail banking related projects, Operational compliance, software interface, and competitive rate analysis.

Develop training material as appropriate for new products and services. Perform bank-wide training to ensure full implementation.

Design and perform internal branch audits regularly to ensure branch staff’s knowledge in customer service and operations is adequate.

Directed and coordinated the management of 15 California Regional Branches. Provided individual leadership and coaching to branch managers and supervisors

Assisted in the identification of relevant Compliance Matters. Awareness and Potential action to report to appropriate Manager.

Coordinate with outsourced internal audit for all operations and branch audits. Review findings and work with branches for immediate corrective actions. Ensured all government reports resulting from assigned job functions are filed within regulatory imposed timeframes,

Updated policy and procedures, Investigate and audit Proper record keeping, reporting and performed various monitoring Large Currency, BSA, USA Patriot Act, AML OFAC,CIP.

Escalated a risk, issue or concern to the VP Senior. Followed policy and procedures, completed task correctly and on time. Supports, goals, and values.

Interacted appropriate and professionally with Regulators and Auditors.

As Bank Officer who provides annual all staff training to ensure the bank’s security risks is minimized.

Received Excellent Audit reports.

Experience

State Bank of India ( CA) 10/2011 -8/2014

Customer Service Supervisor/Manager- Call Center

Managed a staff of Call center representatives providing customer service in a

Centralized location via telephone, fax, written correspondence.

Managed both the inbound and outbound functions of the Call center. Coordinated all

with the staff to ensure effective and efficient work effort.

Through effective management of staff equipment, lowered the average ‘Call wait’ time

from 55 seconds to 20 seconds and reduce the ‘call –abandoned’ rate by 40%.

Increased auditor quality test scores to 90%. The highest rating the department had

received in 2 years.

Coordinated efforts to smoothly convert a new tele-servicing system, developing screen

usage, policies, procedures and training.

Reduced manual paper work generated by the call center representative by 25%.

Ensured quality customer service was consistently promoted and provided to Bank

customers on products, services and policies.

Worked closely with relationship officers and branch staff provided leadership and knowledge to

customer support group.

Monitor agents calls to ensure service quality exceeded standard expectations.

Created policy and procedures for Internet Banking and Bill pay.

Pacific Western Bank 7/2006-9/2008

Assistant Vice-President/Branch operations

Coordinated efforts of 3 supervisors and 10 employees within the branch.

Responsible for the planning and scheduling of activities to fulfil the strategies of the

branch, provided guidance and support the daily activities to ensure high level of quality

service.

Directed and coordinated the management of the branch.

Performed customer set- ups, maintained customers files, tracked sales records and monitored

product usage and system operations.

Ensured security measures and procedures were followed to avoid losses and reduce

Operations risk. Ensured the response to audit rulings and any necessary follow-up

procedures were developed and implemented.

Responsible for directing and training tellers, operations and various in-house, self

projects development courses.

Created and developed training materials for all staff and brochures for customers, tellers and

Internal banking programs.

Provided formal training to the operations, new accounts staff on the appropriate sales Techniques, features and benefits.

Created, planned, organized and controlled the activities of the branch which consisted of

10 employees. Motivated and coached Supervisors and tellers to achieve sales objectives.

Promoted and practiced business development activities. Represented the branch and the

Bank at various professional and community functions.

Conducted monthly branch audits to identify weaknesses and prepare for official audits.

Prepare daily and monthly financial deposit reports.

Extensive knowledge and use of banking regulations and laws including BSA, CRA, FDIC.

Prepared monthly Gl reconciliations for reviews.

Reviewed and approved wires, levies, subpoenas, and various other transaction.

Responsible for approving wires and deposit transactions upto 1 million dollars.

Responsible for conducting regulatory training for all personal at the branch.

Various HR duties including timecards, annual reviews, coaching and disciplinary actions.

Managed pre-audit process to prepare branch for certified external auditors.

Helped meet deposit and service charge goals.

Provided individual leadership and coaching to branch supervisors. Effectively, controlled duties

such as staffing, scheduling, performance compensation, management.

Monitored daily activities of the department, performed staff development, team building and business development duties

Received excellent audit reports.

Nara Bank 7/2002-8/2003

Vice President-Business Development.

Led the sales and marketing efforts as the Vice President and Business Development officer and revitalized the sale culture with a complete makeover of the strategies and personnel in lending

Platform.

As Vice-President Business Development officer originated construction and commercial real estate loans of all types.

Total goal was 3 million dollars, originated and booked over 10 million dollars in loans.

Banco Popular 8/1999-2/2002

Assistant Administrator/Compliance officer/Branch Manager

Handled all meetings and branch complains.

Managed the branches compliance issues, providing operational assistance to all Banco Popular branches. Initialed and implemented strategies consolidate centralized and out source various operations functions.

Motivated and coached Managers, supervisors promoted and practice business development activities.

Represented the branch and the bank at various professional and community functions.

Monitored and controlled operational expense, budget preparation and reporting.

Created, planned, organized and controlled the activities of the corporate branch which consisted of 15 employees.

Reviewed, created and implemented service goals,policies and regional procedures.

Bank of America 8/1978-2/1999

Customer Service Manager

Coordinated efforts 6 supervisors and 35 employees within 6 sections of the branch, Operations,

Tellers, New-Accounts, Wire, Customer Service and Vault department for the Bank of America.

Responsible for planning and scheduling of activities to fufil the strategies of the Branch. Provided guidance, training and support to the daily activities to ensure a high level of quality service.

Helped merger team during the acquisition of Security Pacific National Bank.

Ensured security measures were followed to avoid losses and reduce operation risk.

Ensured the response to audit rulings and necessary follow-ups procedures were developed and implemented.

Various Assignments:

Responsible for directing and facilitating Teller school, Branch Operations, Training and various in house Self Development courses.

Coordinated Special Branch Operational projects.

Operation Manager

Audit Manager/BSA,AML

Assistant Operation Manager/

Assistant Call Center Manager’

Assistant Note Department Officer

Teller Training Officer

Senior Teller

Teller

Skills

Customer Service

Operations

AML/BSA/OFAC/CIP

USA Patriot Act

Large Currency Transaction

Mortgage Lending

Asset Based Lending

Banking

Branch Banking

Cash Management

Commercial Banking

SBA

Commercial Lending

Commercial Mortgages

Credit

Credit Analysis

Credit Risk

Executive Management

Financial Institutions

Lines Of Credit

Audit Manager

Education

MV and LU University

Masters in Business Administration

Cerritos College

Associated Degree

Real Estate Finance, Mortgage Loan and Lending, Real Estate Principle, Fundamental of Escrow, Accounting, Legal Aspects, Real Estate Appraisals, Real Estate Practice, Real Estate Economics.

Excel class.

Completed 20 hour NMLS class.

Contact this candidate