Experience

FFB Bank

• United States
• Banking
• 1 - 100 Employee

• Vice President, Customer Support Officer

  • Sep 2023 - Oct 2023

  Fresno, California, United States Responsible for managing Customer Support Operations for the Bank. Ensures Customer Support teams deliver exceptional customer service by providing teams with training and procedures to effectively operate at a high level of performance. Customer Support teams include Branch Operations and Centralized Customer Service/Call Center. Ensures operational processes and procedures meet regulatory requirements, industry best practices for risk management, and safe and sound banking… Show more Responsible for managing Customer Support Operations for the Bank. Ensures Customer Support teams deliver exceptional customer service by providing teams with training and procedures to effectively operate at a high level of performance. Customer Support teams include Branch Operations and Centralized Customer Service/Call Center. Ensures operational processes and procedures meet regulatory requirements, industry best practices for risk management, and safe and sound banking practices. Centralized Customer Service - Customer Call Center, Customer Chat, Centralized Maintenance Branch and Teller Operations - Deposits, Cash Handling, Withdrawal, Item Processing, ATM, Debit Card Issuance, Customer Service, Branch Security, Mail, and Facilities. Operational Ownership - Assures operational processing, risk management, governance, and quality control activities are executed at a high level for the Bank. Show less



Union Bank

• United States
• Banking
• 700 & Above Employee

• Director, Division Operations Manager

  • Feb 2019 - Jun 2023

  Northern California and Pacific Northwest Responsible for ensuring operational integrity and risk mitigation in the Northern California and Pacific Northwest markets. Implementation of enterprise strategies to drive operational integrity, control effectiveness, and branch adherence to policies, procedures, and regulatory requirements. Lead and participate in projects, and continuous improvement initiatives. Plan and implement training and education programs in the areas of operational risk, compliance, and service to ensure a safe and… Show more Responsible for ensuring operational integrity and risk mitigation in the Northern California and Pacific Northwest markets. Implementation of enterprise strategies to drive operational integrity, control effectiveness, and branch adherence to policies, procedures, and regulatory requirements. Lead and participate in projects, and continuous improvement initiatives. Plan and implement training and education programs in the areas of operational risk, compliance, and service to ensure a safe and sound environment. Management of Division Operations Officers and Support Service Officers.

• Director, Division Operations Officer

  • Jul 2006 - Feb 2019

  Fresno, California Area Region leader for operational matters including the interpretation and implementation of policies, procedures and compliance. Resolve escalated issues affecting the bank, customers, and employees. Implement corrective actions for audit findings, oversee control functions of branches, and respond to robberies, fraud, and security issues. Hold meetings and conduct presentations during job family meetings. Lead and participate in retail bank projects and initiatives. Acting Division… Show more Region leader for operational matters including the interpretation and implementation of policies, procedures and compliance. Resolve escalated issues affecting the bank, customers, and employees. Implement corrective actions for audit findings, oversee control functions of branches, and respond to robberies, fraud, and security issues. Hold meetings and conduct presentations during job family meetings. Lead and participate in retail bank projects and initiatives. Acting Division Operations Manager (2015) for the Los Angeles, Central California, and Santa Barbara markets. This included supervision of direct reports and oversight for over 100 branches Managed 17 direct reports during an organizational change initiative involving the centralization of branch operational activities



Citi

• United States
• Financial Services
• 700 & Above Employee

• Operations Manager

  • Jan 2003 - Jul 2006

  Fresno, California Area Created and maintained appropriate levels of focus, operational integrity and control in the Financial Center. Developed and followed through on action plans to improve overall performance, mitigate losses, and maintain a consistent superior client experience. Recognized as outstanding Operations Manager in the region Licensed Client Financial Analyst. Series 6, 63, California Life & Health Licenses



Bank of America

• United States
• Banking
• 700 & Above Employee

• Personal Banker II

  • Jan 1998 - Jan 2003

  Fresno, California Area Worked in both the Retail Call Center and Branch. Primary responsibilities included assessing client needs, account servicing, problem resolution, research of escalated service requests, and cross-selling of additional bank products and services by reviewing relationships and actively listening to clients. Subject matter expert for clients who had sensitive material lost or stolen Retail Call Center award winner for highest overall scores on customer surveys