Customer Service Manager

JAN LANE **** Abella Street Glendale, CA ***** 818-***-**** ********@*********.***

Qualifications for Senior-Level Management

Detail-oriented leader with over 15 years of professional experience in the financial services industry, providing successful project, account, and operations management. Adept at utilizing internal and external communication skills to align organizational and customer goals through effective system implementations and process improvements as well as leveraging teams to achieve high collaboration and productivity. Possesses a track record of meeting requirements and objectives, including item-processing coordination and multiple project responsibilities within a fast-paced environment. Core competencies include:

Client Relations • Contract Negotiations • Customer Service • Product Development • Regulation Compliance and Loan Portfolio

Training & Development • Account Retention • Sales Management • Strategic Planning • Research & Development and Call Center Management

SELECTED HIGHLIGHTS

• Implemented and established a company’s new (image-based) return items, signature verification, and adjustment (RAC) systems by collaborating with multiple processing sites in the system development process; provided comprehensive staff training on new mainframe software (ITI).

• Facilitated a 15% increase in annual billable sales revenues through the effective development and sales of new services and systems.

• Met all sales objectives while assigned to a financial center; achieved an audit score of 92 while understaffed.

• Assisted in the establishment of a new cash handling process and procedure that improved efficiency and control.

• Headed the acquisition of six new clients, including integration, completed on time and exceeded corporate requirements.

• Positioned a facility from an understaffed status to an acceptable staffing level, utilizing effective resource and personnel management.

• Implemented training programs for all customer/client requirements to complement systems and procedural enhancements.

• Achieved consistent, excellent-level audits by successfully delivering enhanced training at numerous processing sites.

• Authored a department’s policies and procedures as well as disaster recovery manuals for client audit-approval.

CAREER HISTORY

US BANK:

BRANCH MANAGER, 2007- PRESENT: MANAGE THE DAY TO DAY OPERATIONS OF AN IN-STORE BRANCH. RESPONSIBLE FOR ALL DAILY SALES GOALS, LOAN PRODUCTION, OPERATIONS, COMPLIANCE AND STAFFING.

WASHINGTON MUTUAL BANK

Financial Center Manager, 2006-2007: Directed the daily operations of a financial institution, including personnel, customer relations, product portfolio maintenance, and daily loan production. Ensured financial and facility regulatory compliance as well as with corporate requirements. Implemented new processes and procedures.

ELECTRONIC DATA SYSTEMS (EDS)

Account Manager (Washington Mutual Account), 1998-2006: Oversaw the day-to-day management and service delivery of a billion-dollar (annual) item processing contract with Washington Mutual Bank, including eight processing sites in separate states. Administered and supported all customer-related issues, contract amendments, and billing. Integrated bank acquisitions into primary system as well as implemented all system enhancements, from IT solution development and customer service to support and training functions. Negotiated new pricing and service-level agreements. Led internal and external vendor relations as well as regulatory and audit compliance. Responsible for the daily call center department as far as staffing, training and customer service metrics. Measured call center complaint log and made staffing adjustments as needed.

Senior Business Analyst (Great Western Bank Account), 1993-1996: Recommended and coordinated the development, update, and maintenance of business systems as well as processes and products for Great Western Bank. Conducted presentations and administered reports of business studies to internal and customer senior-level management in order to facilitate customer service support and resolution.

Account Services Manager, 1993-1996: Led the Account Services Department for the Western Regional Service Bureau, supporting 12 data processing clients and 16 item processing accounts. Directed adjustment and exception processing along with return item and customer statement preparation; processed approximately 250,000 items daily and prepared 275,000 statements on a monthly basis. Managed special projects, IS, and personnel (40-member staff).

Previously employed as a Vice President/Branch Manager at Community Bank, a Vice President/Operations Manager at Mercantile National Bank, and an Assistant Vice President/Operations Manager at World Trade Bank.

EDUCATION

Business Coursework, Glendale College

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