28 year dedicated banking, customer service, administrative, sales, and operations professional with extensive experience in fast-paced multi-million dollar companies. Organized, multi-tasking, self-starter with proven problem solving and analytical abili

10/2005 - 2/2007

COUNTRYWIDE FINANCIAL

Manager

• As a financial Center Manager, my main responsibilities were to manage multiple Financial Centers by providing high quality leadership to ensure that the Financial Center's goals and standards are achieved. I supervised and motivated Financial Center staff to maximize their productivity and sales potential. Coach staff to develop their sales and service skills by using the "SHINE" process and Creative Customer Loyalty Process. I would ensure all products and services are sold and serviced in an efficient and professional manner while adhering to all established guidelines. Ensured that each Representative was properly trained on how to effectively cross sell products and services which increased the profitability of the financial center, conduct weekly Deployment and Assessment Meetings and monthly Sales Meetings, interact with customers to resolve problems or complaints, track and publish weekly financial center activity and results versus goals or standards, and ensure compliance with all policies and procedure.

9/2003 - 10/2005

COUNTRYWIDE FINANCIAL

Manager

• As a Market Area Representative, I am directly responsible for leading by example, in motivating, coaching, and training Financial Center Representatives in the Dallas, Fort Worth, and Little Rock Financial Center locations on how to successfully sell banking, transactional deposits, and products (Checking, Savings, Certificate of Deposits, Individual Retirement Accounts) to their potential customers with an emphasis on generating business through direct marketing, cross-selling and telemarketing. I assist in the hiring process, conduct performance reviews, sales meetings, coaching sessions, and provide support for all of our Financial Centers in the Market. I create tools to enhance our teams selling skills and to ensure that our quarterly goals are exceeded and our profitability is increased throughout the entire market. I complete daily production reports, monitor, recommend, and approve monthly supply orders for each location, coordinate employees daily work schedules, and vacation requests for adequate coverage for the Virtual Call Center. I monitor customer service calls to ensure quality assurance, resolve escalated issues customers might experience throughout the market, effectively manage our lobby during peak hours, and participate in multiple daily meetings as well as complete special projects assigned by Senior Management.

11/2000 - 5/2003

Chase Bank (Formerly BANK ONE)

Manager

• Responsible for performing all levels of customer maintenance, resolving complex customer concerns, completing all levels of complexity of customer research, competently conducting customer profile interviews, opening new accounts, cross selling banking products and services, accepting loan applications, closing and funding loans. Teleconsulting, completing branch operations reports, and communications as assigned. Recognizing the potential of targeted customer segments and referring them to the Retail Relationship Banker as appropriate, and train new Customer Service Associates. My other duties also included performing Senior Teller duties, Assistant Vault Custodian, performing Floor Management, scheduling and approving time cards for branch employees, and verifying VTR report. I also performed operational manager duties in their absence, including effectively resolving escalated issues.

12/1995 - 3/1999

Frost National Bank (Formerly Overton Bank & Trust)

Manager

• Responsible for successfully approving the process of balancing, reconciling each mutual fund trade, ensuring that each representative had successfully completed the daily trades to/from Vanguard, Janus, and many more investment companies. I also approved pended trades on the sungard system, processed wire transfers, and ensured that each representative had filed broker statements on a daily basis. It was my responsibility to place the Automatic Cash Management trades, reconciled trust income, distribute rates to Trust Officers, reconciling trust income, set up security assets and process dividend, interest, and principal interest payments.

1976

High School/GED Degree

Stephen Watts Kearny

• General Studies

1976

High School/GED Degree

San Diego City College

• Finance