Customer Service Manager

Charmaine Hilyard

**** * **** *** abgzaf@r.postjobfree.com Home: 559-***-****

Fresno, CA 93720

. Dedicated customer service manager with 25 years of professional

experience in retail banking. Consistently achieve record-high customer

satisfaction rankings, improvements to the bottom line and turnaround of

underperforming operations.

. Leader of customer-focused teams; instill a shared, enthusiastic

commitment to customer service as a key driver of company goal

attainment. Lead by example and ensure that the bank was in compliance

and all of the policy and procedures were being followed. Coached the

operations team on how to provide excellent customer service and become

"Customer Advocates".

Areas of Expertise

Customer Service Customer Satisfaction Teambuilding &

Management Enhancement Training

Complaint Handling & Front-End Supervision Excellent Audits

Resolution Cross-Sell Banking Products Effective-Communicatio

Retail Operations n Skills

Management

Professional Experience

Randy Risner-Attorney at Law - Fresno, CA

01/10 to 10/10

Office Manager/Legal Assistant

Manage the office, helped clients with needed documents, created files for

clients, copied documents for Trustees as need for case in a timely manner.

Managed the attorney's calendar of events, court dates, petition

appointments, consultations ect. Prepared client's folders for attorney to

take to court with proper documents. Answered phones and took detailed

messages for the attorney.

Union Bank - Fresno, CA 12/03 to 8/09

Customer Service Manager, 3/05 to 8/09

Customer Service Officer, 12/03 to 3/05

Promoted to Customer Service Manager Position to train and supervise 12

customer service reps and back office team. Foster an environment in which

customers enjoy high levels of service and employees are motivated to

deliver top performance. Manage front-end operations to ensure friendly and

efficient transactions at teller line. In August of 07 I was promoted to

the largest branch of Union Bank in Fresno as the Customer Service Manager.

. Earned "Presidents Certificate of Excellence Award" in the division which

was only given out quarterly. The competition was between over 30

branches.

. Reduced staff turnover by 2% in 2005 through 2007. The improvement in

staff retention was due to the success of employee-development and morale-

building programs.

. In 2006 the branch ranked number 3 out of 116 branches. This was

achieved by the branch staff. Each employee had score cards with several

goals that needed to be achieved. We had contest during the year to

achieve our goals.

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Premier Valley Bank--Fresno,CA

Customer Service Manager, 8/02 to 10/03

Left California Bank & Trust to help organize and set up the customer

service department of Premier Valley Bank. I was the first Customer

Service Manager of that bank. I was responsible for the branch operations,

plus was responsible for the Courier Service that was offered by Premier

Valley to our V.I.P. clients. Supervised seven employees and maintained

the courier routes for the couriers. Was responsible for all of the

Incoming and Outgoing wires.

California Bank & Trust (formerly Regency Bank)

12/85 to 8/02

Customer Service Supervisor, 11/99 to 8/02

. Previous Positions: Assistant Cashier/Investment Officer, Purchasing

Manager, Accounting Clerk

. Advanced to increasingly responsible positions, culminating in management

role with oversight for a retail bank. Selected Contributions:

. Maintained investment portfolio for Regency Bank of greater than $50

million

. Prepared schedules for closing end of month books for three bank

subsidiaries. I did the accounts payable for the bank and for the

subsidiaries. Purchased and maintained office supplies and printed

material for 90 employees with a budget of approximately $300,000.

Education and Training

Fresno City College - Fresno, CA

Accounting Courses

Training: Completed numerous courses and seminars in customer service,

sales strategies, management skills, loss prevention, time management,

leadership, performance assessment.

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