Customer Service Operations Manager

CALVIN LANG

*** ***** *****, *** *****, CA ***** · Contact: 310-***-****

********@*******.*** / (2) Tuan Lang LinkedIn

Objective:

Dedicated and accomplished Branch Operations Manager with over 20+ years of experience in the financial industry, excelling in providing exceptional customer service, driving sales, and leading high-performing teams. Seeking a challenging role to continue contributing to the growth and success of a reputable financial institution

EXPERIENCE

JANUARY 1, 2014 – NOVEMBER 2023

VP / BRANCH OPERATIONS MANAGER, PACIFIC WESTERN BANK

• Collaborate with multiple departmental Managers through constant, cross-functional communication to report and identify elder abuse, money laundering, structuring, and many other BSA/AML activities.

• Conducted regular performance evaluations and provided coaching and feedback to team members, leading to professional development and enhanced customer service.

• Acted as a liaison between the branch team and upper management, facilitating effective communication to deter fraud for bank wide.

• Implemented process improvements that resulted in reduced operational costs while maintaining service quality.

• Understanding all aspects of Treasury Service and or Cash Management Product to provide assistance to Treasury Sales Group.

AUGUST 1, 1999 – JANUARY 14, 2014

AVP / ASSISTANT BRANCH OPERATION MANAGER, PACIFIC WESTERN BANK

• Demonstrated expertise in financial products and services, guiding customers in making informed decisions.

• Assisted the Branch Manager in daily operations, sales strategies, and team management.

• Assisted with customer account management, including loans, mortgages, and investments.

• Provided exceptional customer service by addressing inquiries and resolving issues efficiently.

2

• Acted as a mentor to junior staff, sharing knowledge and best practices to improve sales and customer service.

EDUCATION

DECEMBER 2002

ASSOCIATE OF SCIENCE – INFORMATION TECHNOLOGY COMPUTER NETWORKING SYSTEMS, ITT TECHNICAL INSTITUTE

SKILLS

• Extensive experience in financial

management and branch operations

including all trending fraud detection

methods.

• Expertise in risk management and

compliance.

• Strong problem–solving and decision-making

abilities.

• Exceptional computer skills, proficient in

various banking software and Microsoft

Office Suite

• Proven ability to develop and implement

strategic plans.

ACTIVITIES

My involvement with JVS So Cal a nonprofit group, goes beyond a simple volunteer commitment; it's a calling and a mission for me. I find immense fulfillment in helping individuals in our community gain the knowledge and skills they need to improve their lives and secure better opportunities. This work isn't just a hobby; it's a meaningful way for me to contribute to the well-being and growth of our local community.

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