Experience

Elevated Resources, Inc.

• United States
• Staffing and Recruiting
• 1 - 100 Employee

• Corporate Controller

  • Jun 2009 - Present

  Newport Beach, California, United States *Finance & Accounting + Payroll Management* • Manage Accounting records and the Production of Financial reports completed on a Monthly, Quarterly and Annual basis • Evaluate the effectiveness of accounting software and supporting database, as needed. Importing AP/AR data from time keeping software to Financials (Xero) and validating accuracy • Perform internal audits and financial risk assessments including working closely with auditors for Tax preparation and… Show more *Finance & Accounting + Payroll Management* • Manage Accounting records and the Production of Financial reports completed on a Monthly, Quarterly and Annual basis • Evaluate the effectiveness of accounting software and supporting database, as needed. Importing AP/AR data from time keeping software to Financials (Xero) and validating accuracy • Perform internal audits and financial risk assessments including working closely with auditors for Tax preparation and special filings such as 401k Form 5500 and Workers Compensation • Oversee employees involved in the accounting process, including Accounts Receivable, Accounts Payable, Payroll and HR Compliance Show less



U.S. Bank

• United States
• Banking
• 700 & Above Employee

• Direct Banking/Call Center Management

  • Nov 2008 - May 2009

  • Management leader and on-going support for conversion of Downey Savings customers and systems to the US Bank systems. • Ensured customer’s fully understood conversion process and materials sent to them by US Bank and Downey Savings. • Motivated and managed employees to continue to offer superior customer service. • Managed increased call volume due to customer concerns. • Maintained daily departmental operations with minimal disruption due to conversion.



Downey Savings

• Banking
• 100 - 200 Employee

• Direct Banking Coordinating Manager

  • Nov 2005 - Nov 2008

  • Implemented staffing models to ensure coverage for peak call volume times. • Developed and maintained observations/monitoring of the representative calls conducted by Supervisors. Provided monthly observation scores and discussed methods for improving the overall customer service experience. • Participated in annual departmental budgeting process with Division Manager. • Partnered with Human Resources to manage employee relations, including the development and implementation of… Show more • Implemented staffing models to ensure coverage for peak call volume times. • Developed and maintained observations/monitoring of the representative calls conducted by Supervisors. Provided monthly observation scores and discussed methods for improving the overall customer service experience. • Participated in annual departmental budgeting process with Division Manager. • Partnered with Human Resources to manage employee relations, including the development and implementation of “Employee Appreciation Week”. • Worked with Senior Management and Marketing to develop and implement “Customer Appreciation Week”. • Responsible for creating/updating Direct Banking Policy and Procedure manuals and training materials for both Management and representatives regarding new products and services. • Created evaluating methods to dictate department promotions and for new products within the Retail Banking Division. • Partnered with branches, ATM/EFT, Retirement, Check Services, Retail Operations, and Loan Customer Service to resolve customer issues specific to each department’s area of expertise. • Facilitated ongoing coaching sessions, counseling, and annual performance reviews for 50 representatives • Taught and mentored decision making skills with a focus on operational integrity, active listening skills, and exceptional customer service standards to staff of 5 supervisors. • Managed and resolved customer concerns via the Online Banking and Bill Pay “Contact Us” option, as well as direct contact with customers, branches, and communication with CheckFree to resolve customer inquiries. • Resolved escalated calls, referred by representatives/supervisors, by communicating in a calm and concise manner in adherence to the company’s commitment to a positive customer experience.

• Direct Banking Supervisor

  • Jul 2003 - Nov 2005

  • Worked with Core Management Team (Coordinating Manager, Division Manager) to create a process to capture “Activity Codes” for each interaction to track the nature of the calls and ensure appropriate staffing and service. • Alternate duties, on a quarterly time frame, with other Supervisors. This included balancing the department, auditing and resolving exception items on the VRU, Online Banking, and Deluxe Check Order reports; processed departmental statistical reports; managed department… Show more • Worked with Core Management Team (Coordinating Manager, Division Manager) to create a process to capture “Activity Codes” for each interaction to track the nature of the calls and ensure appropriate staffing and service. • Alternate duties, on a quarterly time frame, with other Supervisors. This included balancing the department, auditing and resolving exception items on the VRU, Online Banking, and Deluxe Check Order reports; processed departmental statistical reports; managed department supplies to ensure smooth operations. • Assisted customers when experiencing a high call volume or when department was short staffed • Monitored representative’s calls and completed a written observation explaining and evaluating the service given. • Audited and approved daily work, completed throughout the day by representatives, such as account maintenance, card order/address change request, stop payments, etc. Assured documents were accurate, entirely completed, and appropriate guidelines were followed.

• Direct Banking Senior Representative

  • Aug 2000 - Jul 2003

  • Promoted and adhered to company initiative to offer exceptional customer service. • Offered customers products and services that best met their financial needs. • Trained new employees on departmental functions and standards. Educated employee on company defined customer service standards and policy and procedure. Communicated the different materials available for continued development skills. • Performed special assignments and participated in projects, such as Online Banking… Show more • Promoted and adhered to company initiative to offer exceptional customer service. • Offered customers products and services that best met their financial needs. • Trained new employees on departmental functions and standards. Educated employee on company defined customer service standards and policy and procedure. Communicated the different materials available for continued development skills. • Performed special assignments and participated in projects, such as Online Banking Deployment and Report Manager Replacement. • Functioned as an acting supervisor and made business decisions when necessary. • Ensured proper security and regulatory measures were maintained, including Right to Privacy Act and Customer Privacy. • Identified customers by predetermined identifying data and decide if caller is an account holder. Reported any Customer Impersonation information to department, branch, and security personnel. • Resolved customer inquiries, problems, and concerns in a targeted 3 minute time period. • Maintained a basic knowledge of Regulation E relating to transactions involving check cards, ATM cards, HELC card, Online Banking and Automated system. • Maintained a basic knowledge of Regulations CC and D and related to transactions involving check deposits and holds.