Experience

Coast Central Credit Union

• United States
• Banking
• 1 - 100 Employee

• Quality Service Manager

  • Mar 2017 - Present

  Manages the delivery of quality service to members and between credit union departments. Oversees an organization-wide effort to install and make permanent a climate where all employees continuously improve their ability to provide products and services. Develops implements and monitors training programs, policies and procedures which ensure a continuous improvement in the quality of services delivered. Principal responsibilities include: • In conjunction with senior management… Show more Manages the delivery of quality service to members and between credit union departments. Oversees an organization-wide effort to install and make permanent a climate where all employees continuously improve their ability to provide products and services. Develops implements and monitors training programs, policies and procedures which ensure a continuous improvement in the quality of services delivered. Principal responsibilities include: • In conjunction with senior management, plans, formulates and implements quality service policies and programs which meet the objectives of the credit union. • Acts as the point-person of Quality Service throughout the credit union; exemplifies the Quality Service standards in words and actions in dealing with staff, members, and outside vendors. • Coordinates annual Member and Employee Surveys, analyzes results, and prepares an action plan. • Maintains Member Complaint Tracking System; processes member feedback and coordinates responses. • Develops, implements, and conducts training programs to further the quality service objectives of the credit union. • Organizes and implements internal recognition programs. • Coordinates and leads quality service meetings and new account meetings, is responsible for implementing suggestions and recommendations for improvement. • Works with all credit union staff members to improve internal quality service. • Visits all member-contact credit union locations to perform staff observations and to present feedback to respective managers in order to improve member service. • Develops, prepares, and present reports to management and staff. • Reviews job processes and implements changes to improve efficiency and effectiveness of credit union operations. • Acts as vendor and employee point of contact for various quality service vendors, as well as check printing vendor. • Ensures compliance of established credit union policies and procedures.

• Senior Member Services Supervisor

  • May 2007 - Mar 2017



Runboldt

• United States
• Medical Practices

• Owner

  • Nov 2015 - Nov 2017

  Eureka, California Production and sale of performance health food developed for athletes.



Leon's Car Care Center

• United States
• Motor Vehicle Manufacturing

• Lube Technician

  • Mar 2005 - May 2007

  Eureka, CA