Operations Manager Resume Example Key Bank

OPERATIONS MANAGER

Summary

I am motivated to advance from my current role and have over 20 years of experience in Customer Service, 11 of which have been with the Medford Water Commission. Recognized for being my ability to find solutions to problems I treat every challenge as an opportunity. Dedicated and hardworking with a drive to deliver excellence. I have a demonstrated ability to complete tasks accurately despite interruptions and competing demands. I can assess operational needs and develop solutions to save costs, improve revenues, and drive customer satisfaction. I am well respected with my peers and have the leadership skills to foster a cohesive and productive team.

Skills

Excels in team leadership
Proficient in AUS Infinity software

Problem solving
Billing dispute resolution

Experience

Key BankMarch 1999 to February 2005Operations Manager
Medford, OR

Worked with regulatory representatives to complete accurate filings and maintain compliance
Networked within communities to identify and capitalize on business opportunities
Optimized staff productivity by managing inter-team conflict resolution, yearly performance reviews, hiring and terminating processes, training and sales initiatives, scheduling, time and attendance and payroll
Coached CSR's in referrals to meet or exceed the established sales goals for our branch
Educated customers on a variety of loan and deposit products and to promote valuable decision-making by being their trusted advisor
Maximized branch revenue through daily operations, adhering to fee income guidelines, reconciling branch GL accounts and ensuring all compliance training was current
Oversaw branch team with 4 customer service representatives and 1 personal banker and implemented training for all new and existing employees
Built strong rapport with new and existing clients to better serve financial needs and promote branch loyalty
Increased wallet share by acquiring new customers and identifying needs to deliver relevant products, and by building relationships with our existing clients to increase deposit accounts with our branch

Premier West BankMarch 2005 to June 2008Online Banking Specialist
Medford, OR

Responsible for setting up and maintaining our online banking user system
Created unique user accounts for personal, business and treasury management clients
Worked with our Cash Management team to train our customers on the treasury management system available through the online banking platform
Responded to all emails sent through online banking to support, and worked with customers and branches to troubleshoot any difficulties with the online and treasury management system and functions
Researched Bill Pay payments made through our online baking system and provided resolutions for missing or late payments
Worked closely with branch staff to ensure customers had quick access to their accounts online, and provided any training and technical assistance to our customers and branch staff
Processed NACHA files submitted by our customers through the Fed EDI system in a timely manner to ensure proper processing deadlines were met
Worked with IT during the conversion process after acquiring a new institution, requiring all accounts and online profiles to migrate to the new system to ensure a seamless conversion for our customers
Main point of contact for branch and administrative staff regarding the online banking system, as well as managing the new enrollments and providing ongoing support

Medford Water CommissionJuly 2008 to CurrentCustomer Service Tech II
Medford, OR

Informed customers about billing procedures, processed payments and provided payment option setup assistance
Reviewed customer data to assess current issues and offer solutions regarding payments, consumption, billing or other issues
Consulted with customers to find the best methods to resolve service or billing related issues in a way that equitable to the customer and the orginization
Delivered an exceptional level of service to each customer by listening to concerns and answering questions in a thorough and knowledgeable manner
Provided outstanding customer service to new and long-standing customers by listening closely to their concerns and developing solutions to resolve any conflict and clarify misunderstandings
Supported Customer Service Supervisor with the implementation of operational improvements and resolution of billing and collection issues
Proactively identified and solved complex problems impacting the implementation and daily use of current software, and provided management with solutions to those problems as issues arise
Evaluated and identified workflow processes within billing and customer service that needed improvement and implemented solutions to improve productivity and performance
Interfaced with various departments, including Finance and the Service Center and communicated effectively while offering solutions to current pain points
Use active listening, appropriate response skills and offered solutions while communicating with customers and other departments within the organization
Guided employees through routine and complex situations with a decisive but motivational approach
Mentored employees with the implementation of our current billing software (AUS) and Invoice Cloud, and provided constructive feedback to increase understanding of job duties and system use
Coordinated with multiple departments to ensure efficiency and compliance with company policies
Developed processes and procedures during the implementation of AUS software in 2013 and was instrumental in the successful implementation of the project. I ensured the billing system provided accurate information to the finance department and accurately billed our customers based on their specific rate structure
Implemented the billing of wholesale water to the other cities through the CIS billing software and trained the associate responsible for the billing
Implemented the billing of hydrant devices within the CIS software and trained on how to correctly bill the devices
Wrote and updated processes and procedures for the AUS software conversion, and assisted in training our team in those processes to maintain accurate reporting for our organization and billing for our customers
Documented identified defects using Invoice Cloud and AUS and worked with their support to resolve issues and implement solutions
Completed billing, collections and reporting duties on daily basis
Identified and solved complex problems that impact management and business direction regarding rates, collections, payment reconciliation and billing
Collaborated closely with Customer Service Supervisor and Finance Director to improve office operations between departments
Trained and mentored staff members in company policies, daily task execution and organizational best practices

Education and Training

HomeschooledHigh School DiplomaMedford, OR

Community Involvement

I believe strongly in community involvement and giving back to the community that I serve on an ongoing basis. Projects I've been involved in include:

American Cancer Society - Relay for Life

Team Member (Medford/Ashland) 2005-2013
Team Development Chair (Medford) 2007
Event Chair (Medford) 2008-2009
Luminaria Chair (Ashland) 2010

Girl Scout Leader 2012 - 2017

Jacksonville Elementary Classroom Art Coordinator 2013-2018

McLoughlin Middle School - Friday Food Bag Program 2019

McLoughlin Middle School Booster Club 2019

South Medford High School College and Career Volunteer 2019

South Medford High School Senior Boards Judge 2019

Resume Overview

Companies Worked For:

Key Bank
Premier West Bank
Medford Water Commission

School Attended

Homeschooled

Job Titles Held:

Operations Manager
Online Banking Specialist
Customer Service Tech II

Degrees

High School Diploma

Operations Manager Resume Example

Resume Score: 80%

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