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Susan Britton Whitcomb

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Helen E. Wolchek

3999 West Cherry Lane
Fresno, CA
(209) 406-3210






QUALIFICATIONS SUMMARY
               
Management Professional with 20-year career distinguished by promotion to challenging mutibranch assignments.
Strengths:
               

  • Staff Development&Training

  • Customer Service&Client Retention

  • Sales&Business Development

  • Branch/District Operations Management

  • Process & Controls, Cost Containment

  • Information Systems





FINANCIAL EXPERIENCE
               
Promoted through positions with leading financial institution, National Bank:
               
Assistant Vice President, 2002 - Present
Customer Service Manager, 1994 - 2002
Assistant Operations Manager, 1987 - 1994
Customer Service Representative, 1983 - 1987

Currently accountable for central California district containing 26 sites with total staff of 635 FTEs. Provide operational support to division, district, branch, and customer service managers in the areas of production management, quality control, policy development, risk management, staffing and customer service. Highlights of responsibilities and career accomplishments include the following:


General Management - Business Development, Customer Service, Cost Controls, Productivity

  • Increased district ranking from #8 to #1 for service and production management.

  • Minimized total operating losses to 40% under plan, with 85% of sites under plan for risk management.

  • Initiated new policy for currency handling with resultant savings to company of $1.5 million.

  • Minimized total operating losses to 40% under plan, with 85% of sites under plan for risk management.

  • Initiated new policy for currency handling with resultant savings to company of $1.5 million.

  • Played an integral role in organizing a new central California division comprising of 250 branches.

  • Designed an improved system (subsequently implemented statewide in some 500 sites) for out-of-balance conditions and cash shortages.

  • Directed the integration of two newly acquired branches into corporate system with minimal downtime; success acknowledged by Senior Vice President with written commendation.

  • Earned excellent biannual corporate audit ratings for cash control, security and policy compliance.


               

Training/Development

  • Certified instructor for National Bank's Retail University: wrote and taught corporate courses for executive training program (topics included production management, ethics, understanding branch reports).

  • Assisted in writing job descriptions for operations staff utilized systemwide (520 locations).

  • Cross-trained operations staff well beyond scope of normal job profiles; efforts resulted in increased productivity, reduced loss liability, and improved customer service response time.



Human Resources Management

  • Administered corporate human resource policies.

  • Recruited and interviewed candidates for midmanagement policies.

  • Conducted monthly officer meetings, addressing policy changes, training and problem-solving needs.



Special Honors

  • District Service Specialist of the Year (statewide award; selected among 45 candidates).

  • Customer Service Manager of the Year (for effective management of high-volume $145 million branch).



Last Updated: 24/09/2007 - 3:50 PM


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