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Chatsworth, CA | H (818) 407-1396 C (818) 585-5789
LinkedIn URL │ firstname.lastname@example.org
SENIOR-LEVEL SUPERVISOR/MANAGEMENT PROFESSIONAL
Budgeting/Fiscal Control | Workflow Analysis/Streamlining | Project Controllership
Tactical, critical and conceptual thinker with formidable record of success delivering leadership and vision
necessary to oversee daily operations, human resources and production. Enterprising problem solver, strongly adept
at leading dynamic teams to exceed operational goals and strictly comply with all established practices, protocols and
procedures. Consummate communicator, with superb interpersonal skills, and the ability to interact with all levels
of management, employees, industry peers and customers in support of business objectives. Strong knowledge of
banking processes, procedures, guideline and regulations. Technically adept in Microsoft Office (Word and Excel),
RTA, Hyperspace, Lotus notes applications with some exposure to Power Point and Visio.
High-Level Customer Service
Strategic Planning & Execution
Staff Training &
P R O F E S S I O N A L E XP E R I E N C E
KAISER PERMANETE 2009 – Present
Appt. Center Supervisor
Strategic visionary in charge of leading daily operations, production and personnel administration for the LAMC
Appointment Center. Exhibit decisive leadership and direction to a team of 26 appointment center agents including
administering disciplinary action for policy violations as well as creating a positive work atmosphere.
Lead strategic direction for the portfolio management department by formulating, analyzing and
recommending overall objectives, standards and procedures for all assigned areas of responsibility.
Ensure and enforce strict adherence to corporate policies, standards, proceduresand controls to increase
operational effectiveness, efficiency and success.
Deliver departmental efficiency by closely monitoring daily activities for quality, completeness and elite
Enhance operation through careful planning, implementation and adherence to well established production
and security methods, procedure and standards.
Improve satisfaction levels and managed customer expectations by assisting in processing complex
transactions, distributions, member inquiries or problems in an expedient and efficient manner.
Maintain and uphold ethical standards by executing all processing in compliance with internal and
regulatory practices and procedures.
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P R O F E S S I O N A L E XP E R I E N C E (CO N T .)
WASHINGTON MUTUAL BANK 1984 – 2007
Customer Service Manager
Leveraged key organizational, process mapping, people management and decision making skills to oversee, lead
and direct daily operation including all production and personnel management for the Check Card unit. Mentored,
coached and managed a team of 30 + Senior Fraud Investigators. Delivered clear direction banking practices,
processes and procedures and enforced regulatory compliance standards for financial Institutions.
Mentored, motivated and drove staff to consistently meet 100% production service level.
Achieved a 20% loss reduction in claims processing resulting in an $80K monthly savings.
Increased department productivity by 40% through the strategic use of improved processes and tools.
Achieved a 99% SLA for escalated issues and customer credits thereby increasing consumer confidence.
Reinforced and supported operational success by serving as a key point of contact for Executive Response
Team escalated issues as well as playing a key role in the mergers and acquisitions of three financial
Brainstormed, developed and created guidelines and processes during the development stagesof the Check
Card Fraud Unit.
P R O F E S S I O N A L CR E D E N TI A L S
Awards & Recognition
Manager Excellence Award, 2005
Frontline Recognition 4th Qtr., 2003
Frontline Recognition 3rd Qtr., 2002
Frontline Recognition 4th Qtr., 2002
Service Excellence Award, 2002
Frontline Recognition Award 2"d Qtr., 2001
Frontline winner of the year, 2001
Certificate of Appreciation
Efficient Chargeback Processing, 2005
LA Certified Business Response Team, 2005
Adult, Infant and Child CPR certified, 2005
Center for Leadership Studies/Situational Leadership, 2002
Business Writing and Grammar Skills, 2001
Business Writing Basics for Professionals, 2000
Managers and Supervisors Conference, 2000
Managing Multiple Projects, Objectives & Deadlines, 1999
Visa Business School, 1997
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