service manager resume example with 19+ years of experience

Jessica Claire
, , 100 Montgomery St. 10th Floor (555) 432-1000,

Skilled Service Manager knowledgeable about company objectives. Highly effective at driving quality and service improvements to cultivate loyal, satisfied customers. Hires, trains, motivates and monitors performance of all teller line staff to ensure compliance controls and risk management processes are met.

  • Coaching and mentorship
  • Staff management
  • Task delegation
  • Decision-making
  • Training & Development
  • Leadership
10/2020 to Current Service Manager Ipic Entertainment | Fairview, NJ,
  • Maintained knowledge of company products and services to promptly resolve complaints and concerns.
  • Assisted staff with resolving complex customer issues and implementing targeted solutions.
  • Set clear expectations and helped employees pursue optimal paths for achieving each target.
  • Interviewed, hired and trained new quality-focused customer service representatives.
  • Delivered continuous training to associates to maximize performance and customer relations skills.
  • Oversaw and assessed branch staff activities to provide personnel with regular performance-related feedback.
  • Evaluated employee job performance and motivated staff to improve customer satisfaction.
  • Educated staff around compliance controls, risk management and loss prevention
  • Coached and provided feedback using performance management tools and processes
  • Managed the teller staff schedule to ensure adequate coverage
  • Lead the team in learning new ways to engage customers and build relationships
  • Working cash drawer to serve customers directly
  • Performing teller duties as well as supervisory functions to include overrides and risk management assistance
03/2014 to 10/2020 Lead Teller American National Bank | Carter Lake, IA,
  • Scheduling six person teller line
  • Approving transactions by making sure all fraud prevention tools are utilized
  • Teller training/ Supervision for new tellers as well as ongoing coaching for new and existing employees
  • Cashing checks, processing deposits, payments, etc.)
  • Branch ordering and cash management duties
  • Ensuring adherence to compliance of audit operations and regulatory issues
  • Actively preventing fraud and coaching/ training to all staff in fraud prevention/ detection techniques
  • Coordinate and supervise all aspects of teller operations within the branch to ensure the activities of the teller line are preformed in an accurate, timely manner.
  • Cross selling relevant products and services to new and existing customers to ensure financial success
  • Proactively ensuring all regulatory compliance is followed to maintain integrity in audit functions as well as ongoing compliance coaching and training for teller line employees
  • Delivering consistent outstanding customer service to each and every customer.
01/2012 to 03/2014 Purchasing Agent/ Office Administator DEPALO BAKERY | City, STATE,
  • Prepare purchase orders and send copies to suppliers and to departments originating requests.
  • Determine if inventory quantities are sufficient for needs, ordering more materials when necessary.
  • Respond to customer and supplier inquiries about order status, changes, or cancellations.
  • Perform buying duties when necessary.
  • Review requisition orders in order to verify accuracy, terminology, and specifications.
  • Prepare, maintain, and review purchasing files, reports and price lists.
  • Track the status of requisitions, contracts, and orders.
  • Calculate costs of orders, and charge or forward invoices to appropriate accounts.
  • Check shipments when they arrive to ensure that orders have been filled correctly and that goods meet specifications.
  • Approve bills for payment.
  • Greet persons entering establishment, determine nature and purpose of visit, and direct or escort them to specific destinations.
  • Operate telephone switchboard to answer, screen, or forward calls, providing information, taking messages, or scheduling appointments.
  • Hear and resolve complaints from customers or the public.
  • Transmit information or documents to customers, using computer, mail, or facsimile machine.
  • File and maintain records.
  • Collect, sort, distribute, or prepare mail, messages, or courier deliveries.
  • Receive payment and record receipts for services.
06/2002 to 12/2011 Teller Supervisor II BB&T BANK | City, STATE,
  • Cash checks and pay out money after verifying that signatures are correct, that written and numerical amounts agree, and that accounts have sufficient funds.
  • Receive checks and cash for deposit, verify amounts, and check accuracy of deposit slips.
  • Enter customers' transactions into computers to record transactions and issue computer-generated receipts.
  • Examine checks for endorsements and to verify other information such as dates, bank names, identification of the persons receiving payments and the legality of the documents.
  • Order a supply of cash to meet daily needs.
  • Receive and count daily inventories of cash, drafts, and travelers' checks.
  • Balance currency, coin, and checks in cash drawers at ends of shifts, and calculate daily transactions using computers, calculators, or adding machines.
  • Carry out special services for customers, such as ordering bank cards and checks.
  • Identify transaction mistakes when debits and credits do not balance.
  • Resolve problems or discrepancies concerning customers' accounts.
  • Managed a six person teller line to include providing professional customer service, Administering salary recommendations, Coaching and counseling staff, and confidently handling disciplinary issues that arose, Prepared all regulatory federal and regional audits to ensure all compliance reports were updated and maintained to scope of federal and state guidelines, Coached and trained new and existing staff on fraud detection and prevention.
Education and Training
Expected in 06/1996 High School Diploma | HUNTER HUSS HIGH SCHOOL, GASTONIA, NC GPA:
GPA: 3.8, BETA Club member Featured in Who's Who of American High School Students
Additional Information
  • ADDITIONAL SKILLS , Received numerous awards for Fraud Prevention and Detection to include having breakfast with the CEO of BB&T Won award for highest Regional audit score Nominated and won STAR Teller awards for Wells Fargo for customer service and fraud prevention
  • Notary Public exp. 12/12/2024

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Resume Overview

School Attended


Job Titles Held:

  • Service Manager
  • Lead Teller
  • Purchasing Agent/ Office Administator
  • Teller Supervisor II


  • High School Diploma

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