Customer Service Manager
Resume:
Nicole Buenafe
Lombard, IL ***48
*********@*******.***
OBJECTIVE
To effectively utilize my customer service expertise and operations backround to contribute to the success of a team.
PROFESSIONAL EXPERIENCE
Harris NA, Oakbrook Terrace, IL (March 2008-present)
Service Manager (Large Branch)
Communicate and conduct all fraud training resulting in no losses for the fiscal 2008-2010 year.
Implemented new opening/closing procedures.
Implemented wire approval and account verification system resulting in no audit violations.
Delegate and oversee responsibilities to Service Reps resulting in no audit violations.
Reduced vault limits and increased frequency of cash shipments to minimize risk and increase branch profitability.
Assist Bankers with specialized account opening/closing procedures.
Manage and resolve Teller differences according to bank policy.
Provide HR Management for all Service Representatives such as PPA’s, Developmental Plans, Corrective Action, and Goal Setting.
Consistently conduct coaching for 6 Service Reps resulting in service reps exceeding sales goals consistently.
Lead weekly and monthly sales/operational meetings with Service Rep Team.
Diffuse client issues promptly, discretely and efficiently.
Motivate staff through various contests and awards.
Ensure Service Reps have the knowledge and skills to properly and efficiently conduct transactions while identifying customer needs and making the appropriate qualified referral(s).
Manage weekly schedule for the branch i.e. special requests, training, vacation
Participate in community activities to promote Harris Bank.
Promote “Best in Class” customer service standards and Harris Core Values.
Exceeded all sales goals set forth by management.
Assisted manager with budget planning.
MB Financial Bank/Oakbrook Bank (Dec. 1998-June 2007)
Bank Manager, Glen Ellyn
Responsible for overall growth and profitability of a 33 million dollar branch.
Accountable for risk and compliance management and the optimal performance of the branch.
Developed local marketing plan and participate in budget setting.
Exercise management authority concerning staffing, performance appraisals, promotions, salary recommendations and terminations.
Conducted weekly and monthly sales meetings to set goals and discuss successes.
Develop and cultivate long term business and consumer relationships to ensure branch growth and customer retention.
Provided Financial Analysis for customers.
Participated in bank beneficial service activities within the Glen Ellyn community to promote goodwill and generate new business.
Member of The Glen Ellyn Chamber of Commerce, Jr. Women’s Club, DuPage County MYM, Jr. Achievement and The Glen Ellyn Business Alliance.
Assistant Bank Manager, Addison
Provided coaching and feedback to a team of 9 Personal Bankers and Customer Service associates.
Assure that auditing controls are observed.
Conduct monthly sales meeting and weekly coaching with sales staff.
Resolved customer issues efficiently.
Ensured all compliance training was completed.
Motivated staff through various contest and awards.
Managed schedule for all branch employees such as vacations, daily staffing, breaks and lunches
Teller Supervisor, Addison
Assisted in coaching a team of 6 Tellers.
Managed schedule for teller team.
Motivated Teller Team through various contests and awards.
Assisted in adopting Customer Service Standards Program.
Completed all branch audits such as Teller Audits, Vault Audits, Official Check Audits and Travelers Check Audits.
Conduct fraud and compliance training.
Manage and resolve Teller differences.
Led Teller Team in weekly sales meetings.
Maintained cash limits in all Teller drawers and vaults.
Met and exceeded referral goal set forth by Bank Manager.
EDUCATION AND CERTIFICATION
College of Financial Planning (2000-2001)
Registered Para planner
Notary
PROFESSIONAL MEMBERSHIPS
Harris Customer Excellence Counsel
Harris Steering Committee
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