Experience

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  Bank of america, consumer banking

  Aug 1990 - Oct 1999

  Customer service manager

  Operated and managed various Banking Centers in Orange County. Implemented and enforced client services, sales, and cost control programs; increased staff productivity and technical expertise. Focused on client servicing, client delight. Oversaw performance, planning, coaching and evaluation of up to 23 associates. Dealt professionally and effectively with client servicing requests.

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  Bank of america, consumer credit services

  Nov 1999 - Sept 2002

  Research manager

  Oversaw a team of 18 associates responsible for meeting/exceeding service level agreements for Customer Service Research requests for Consumer Loans and Lines of Credit. Administered quality reviews and production goals, prepared Managing Your Performance evaluations/Associate Career Building: conducted monthly, quarterly, and annual reviews.

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  Bank of america, global client services

  Sept 2002 - Aug 2007

  Call center manager

  Managed Client Call Center team of 16 associates servicing assigned client portfolios, 50 to 120 clients with bank revenue of $100 thousand or more per year. Monitored and executed point-of-contact resolution, maximizing productivity and service quality. Assessed performance through statistical data and observation; CAT surveys. Conducted training and facilitated team huddles/meetings. Interfaced with Line and Business partners; improved operating efficiencies, associate and client satisfaction. Led associates through Manage Your Performance process. Show less

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  Bank of america, commercial banking

  Aug 2007 - Sept 2009

  Sales support manager

  Led sales support team in 3 markets overseeing 28 portfolio's of 30 to 150 clients per client manager with annual sales revenue of $5 million for Business Banking clients and $20 million for Commercial Banking clients within Orange County and San Diego. Managed 5 locations, up to 21 sales support team members building client relations. Actively participated in Nationwide Workgroups and Greenbelts.

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  Habitat for humanity

  Oct 2009 - Mar 2011

  Volunteer

  Assisted with building of 38 homes. Worked as a team and individually on interior and exterior of homes from drywall, painting, landscaping, kitchen and bathroom installations, and interior design.

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  Sunrise senior living

  Oct 2009 - Mar 2011

  Volunteer

  Assisted Director’s operational duties and responsibilities and activities. Led daily agenda activities. Host to monthly Men’s Club event. Established rapport with staff and residents. Participated in executing events and completed tasks assigned by directors. Gained knowledge of Administrator and Directors day to day duties and responsibilities.

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  Atria senior living group

  Mar 2011 - Dec 2011

  Executive director

  Oversaw and responsible for the planning and implementation of daily and long-term operational objectives. Managed full financial management responsibilities. Maintained and supported strong management teams that work together to service the needs of residents and employees. Recruited and trained team members. Supervised employees and created a high functioning team environment. Maintained high customer satisfaction and employee satisfaction. Performance driven in census and revenue generation. Focused on safety of work environment and resident living. Complied with local, state, and federal regulations. The team included a Community Sales Director, Business Director, Maintenance Director, Food Service Director, Engage Life Director and Resident Services Director. Served as a dynamic quality driven leader for residents, families, and team while demonstrating care and expertise in the senior-living community.Integrity, compassion, and innovative leader providing customer service operations management expertise through quality services and products by training, monitoring, and coaching individual staff and team performance achievements in care and service. * Operations/Fiscal Management * Exceptional Service * Team Building/Customer Development * Customer/Employee Satisfaction * Vendor Relationships/Sales Management * Strategic Planning/Problem Resolution * Service with Dignity/Independence/Respect * RCFE Certified through 10/23/2013 Show less

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  Council on aging

  May 2012 - May 2014

  Volunteer

  Led and participated in CEU training seminars and community events. Assisted Project Manager with back office duties and creation of Senior Guide OC. Performed operation reviews/audits of vendor payments to Senior Guide. Assigned and completed duties from department leaders. Outbound calling to companies promoting education programs and training for their employees.

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  Aki-home

  Aug 2013 - Jun 2014

  Assistant general manager

  Provided strong leadership, superior customer service relations, on-going communication, product knowledge, effective selling skills, creative merchandising, inventory control and point-of-sale. Hire, train, coach, supervise, and mentor 40+ team members. Teamwork and support of customers, co-workers, and management. Attention to detail taking ownership in decision making to customer service. Lead overall management vision.

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  Henkel

  Jun 2014 - now

  Customer service manager/customer relations manager

  Plan, organize, and provide day-to-day support, coaching, direction, and leadership to the customer service call center team. Lead team activities through key business metrics recognizing customer's existing and future needs are fulfilled with the highest quality of service. Accountable for operational excellence, internal and external partnerships worldwide, and executing exceptional service levels. Monitor, coach, train, motivate, and evaluate CSR's. Clear communication of goals. Supervise CSR order taking, quotes, email volumes, on-time order entry, order accuracy, errors, and customer escalation solutions. Knowledge of SAP. *Leadership, adaptability, and teamwork of value added service*Interpersonal, communication, and presentations skills*Initiate improvement efforts increasing profitability and desired metrics*Runs and manages reports*Increase CSR knowledge, skill, and diversity Show less

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  Parco llc

  Nov 2023 - now

  Sr customer operations manager

  Leading manufacturer of seals and O-rings. Lead, motivate, and mentor a team of customer service and purchasing employees to provide excellent customer service. Foster a customer-centric culture. Develop and implement customer service strategies, policies, and procedures. Resolve escalated customer issues promptly and effectively. Collabrorate with sales, production, and various internal departments through Datwyler organization. Drive inside sales and quoting process through CRM. Oversee customer PO processing, from order entry to shipment, to ensure accuracy and timeliness of on-time delivery. Implement systems and processes to streamline order management and improve efficiencies. Identify root cause of customer complaints working with relevant internal teams focused on customer satisfaction and company efficiencies. Build and maintain strong relationships with our customers and driving customer and company success. Show less