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Yyyyyy x. yyyyyy

- 4305 Founders Dr.Ÿ Xxxxxx, XXXXXX xxxxxx ( (xxx-xxx-xxxx *


Sales Management Operations/Quality Control Management


Qualifications Profile


    Dynamic, self-assured, and results-driven management professional with more than 27 years providing high-performance sales & marketing, customer service, contact center management, and operations management in the banking, telecommunications, and retail industries.

-    Built and maintained professional relationships with Comerica Bank clients, offering customized solutions that meet their financial needs, resulting in placing 4th ranking in overall branch performance out of 90 centers in Xxxxxx

-    Opened a new Chase Bank location in 2003, managing operations that made it profitable in 2 years.

-    Provided quality banking services in processing loans that resulted in closing more than $2.2M in consumer loans and mortgages for Comerica and more than $1.5M for Bank of America.

    Highly detailed, analytical and methodical with critical thinking to resolve work issues even under stress.

    Well-organized and resourceful with multitasking skills that optimize limited resources to achieve outstanding results.

    Decisive leadership, strong people management, and exceptional interpersonal communication skills that inspire confidence while forging teamwork synergies with colleagues and subordinates across diverse ethnicities.


Key Expertise


    Strategic Planning & Execution

    Business Development

    Multiple Account Management

    Sales Negotiations & Deal Closings

    Customer Service Management

    Relationship Management (Clients Stakeholders, & the Public)

    Service Quality Management

    Banking Operations Management

    Fiscal & Budget Management

    Fixed Asset Management

    Process/Workflow Improvement

    Profitability Management

    Total Quality Management

    Statistical Quality Control

    Inter-Office Coordination

    Time Management

    Personnel Administration

    Organizational Development

    Staff Supervision & Training

    Confidential Records Management


Professional Experience


Bank of America

Senior Operations Manager (Quality Control) - Vice President 2009 Present

    Provided strategic direction in managing bank operations focused on delivering outstanding customer service and profit-driven sales with exemplary retail product cross-selling.

    Provided quality management guidance to enterprise front line units and 3rd party managers.

    Maintain data repository ensuring all records are current and aligned to remediation actions as needed.

    Ensure transaction compliance with policies and procedures, as well as service quality standards involving call quality and interactions that drive and maintain customer satisfaction

    Evaluate and document quality issues and performance measures for management review including quality historic trends and recommendations for process improvements and higher quality customer services.

    Explore opportunities to improve the customer experience through effective coaching and data trend analysis.

    Collaborate with the management team to assess capability and readiness, developing and implementing internal processes that ensure capability expectations are met within process timelines.

    Communicate with colleagues and subordinated in providing effective coaching and creating teamwork advantage.

    Provide HR support in on-boarding new hires and training existing staff to maintain productivity amidst organizational or process changes in the workplace.

    Maintain filing and archiving systems that ensure integrity of confidential records and documents.


Comerica Bank

Banking Center Manager IV - Vice President 2006 2009

    Managed over $120M in assets, overseeing end-to-end loan origination process, and providing outstanding customer service in assisting clients to secure mortgage financing for new home acquisition.

    Interviewed loan applicants for residential properties to assess financial eligibility, providing financing options, and closing over $2.2M in consumer loans and mortgages in 2008.

    Oversaw daily routine operations for the center, managing concurrent projects for a team of 18 employees, and managing team performance in daily transactions and tellering operations that provided a satisfying client experience, while ensuring process efficiencies in internal auditing, accounting, and other back-office functions.

    Built and maintained a strong customer base, offering customized products and services that meet client s financial needs, resulting in being ranked 4th in overall branch performance out of 90 centers in Xxxxxx

    Trained and mentored new sales personnel to develop skills that enabled them to meet long and short term goals.



Yyyyyy x. yyyyyy

- 4305 Founders Dr.Ÿ Xxxxxx, XXXXXX xxxxxx ( (xxx-xxx-xxxx *


Professional Experience (continued)


Chase bank

Banking Center Manager Vice President 2000 2006

    Led and directed all branch sales and service activities to achieve growth in membership, deposit, and loans, while meeting annual sales commitment, and ensuring consistent member/employee satisfaction.

    Oversaw successful training and career movement of all staff assigned to specific markets, including new managers and bankers in the areas of member sales and retention, client service excellence, sales management, and operating profitability results.

    Opened a new bank location in July 2003 and managed operations that made it profitable in 2 years from the growth of over $40 million in Assets under Management, while maintaining 90% of staff since start of operations.

    Built and maintained professional relationships with business partners and clients.

    Served as Sr. Small Business Specialist training and developing other staff in New Build locations.

    Managed and grew the business for a traditional location in Lake Highlands with a deposit base of over $138M.


Bank of America

Banking Center Manager - Vice President 1996 2000

    Managed over $25M in assets, overseeing all new acquisition, member growth, and retention strategies, while building and maintaining a satisfying customer experience around the bank s products and services.

    Developed marketing and sales strategies and action plans for specific market demographics that enabled the branch to grow the business, closing more than $1.5M in consumer loans and mortgages annually.

    Continuously evaluated the sales process, exploring new methods that align with changing market demands and banking technologies that create opportunities for better services.

    Provided HR support in staff recruitment, screening and placement, as well as developing and conducting on-site training and coaching for over 30+ associates to maintain high productivity and consistent customer service quality.

    Addressed client requests and resolved complaints to restore patronage and maintain lasting client relationships.

    Assisted with business development, creating and nurturing strong relationships each business unit.

    Approved new accounts and loans applications after thorough evaluation, and conducted audits and compliance reviews to ensure customer service.

    Developed and implemented customer-focused banking policies, service quality standards, and procedures.


Albertson's Grocery Store

Assistant Vice President - In -Store Branch 1994 1996

    Provided leadership in managing the sales and service processes for the successful launching a new store branch.

    Developed and implemented the business model for marketing communications while executing marketing and sales strategies that allowed the sale team to meet or exceed monthly and quarterly sales targets.

    Addressed all customer service inquiries and resolved issues to restore customer loyalties.

    Consistently maintained a mystery shop of 95% or better; increased traffic volumes that exceeded the growth plan index of 3 years.

    Provided HR support in staff development, assessing performance maintaining high talent retention.



Call Center Manager 1989 1994

    Managed daily call center operations supporting various products promoted and sold by 50 + agents.

    Ensured team performance that met or exceeded sales quotas of each agent, assessing performance, and providing feedback, while performing production audits.

    Completed agent call logs to review performance, identifying areas for coaching and development.

    Provided HR support in staff recruitment, training, and job promotions.

    Handed all types of customer complaint escalation with satisfactory resolution.


Education & Credentials


Bachelor of Science, UNIVERSITY OF PHOENIX (2008)

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