Cindi Champlin
Summary
PROFESSIONAL OBJECTIVE To contribute to a dynamic and high-performing team that values excellence, fosters personal and professional growth, and seeks a motivated and organized individual dedicated to making a meaningful impact as a valued team member.
Overview
33
33
years of professional experience
1
1
Certification
Work History
Complaint Monitoring Officer
Bank of Oklahoma
10.2014 - Current
- Works directly with business line leaders and key stakeholders to collect information, perform analysis, and deliver accurate and timely risk-related information to the entire organization, including the board, executive leadership team, and general counsel
- Performs crucial functions related to one of the essential elements of an effective compliance management system: response to complaints
- Provides leadership to the organization in overseeing the complaint management program, ensuring adherence to bank policy in handling responses to complaints
- Reviews complaints to identify areas that require further, enhanced root-cause analysis for continuous improvement
- Develops advanced trend reporting using statistical techniques to provide insightful analysis.
Branch Manager/Vice President
Bank of Oklahoma
04.2007 - 10.2014
- Manages customer relationships in alignment with bank objectives for profitability and risk, ensuring consistent adherence to procedures while opening accounts and processing customer loan requests
- Focuses on consumer small business development and sales within the branch area, driving growth and revenue generation
- Organizes and directs sales efforts by setting goals, motivating, coaching, and training team members to maximize performance
- Ensures a high level of service quality is maintained, prioritizing customer satisfaction
- Manages staffing, scheduling, performance appraisals, promotions, salary recommendations, and implements the company's discipline program when appropriate
- Implements prescribed security controls to safeguard the facility against criminal and fraudulent operations, minimizing risk and exposure
- Consistently executes operating and financial plans to achieve branch goals
- Represents the bank in the community, fostering positive relationships and promoting the bank's image.
Banking Center Manager
MidFirst Bank
06.2003 - 04.2007
- Managed sales, operational functions, deposits, and loan activity while consistently meeting established goals
- Successfully led a team of sales professionals in a dynamic sales environment, driving high performance and achieving targets
- Resolved customer service issues promptly and effectively, ensuring customer satisfaction and retention
- Actively brought in new business and personal accounts, contributing to the growth and profitability of the bank
- Prepared and maintained required reports for upper management, providing crucial insights and performance analysis
- Oversaw the hiring and training of new employees for the banking center, building a skilled and motivated team
- Conducted employee evaluations and administered counseling forms, fostering professional growth and development
- Additionally, fulfilled all responsibilities of the Assistant Banking Center Manager role.
Assistant Banking Center Manager
12.2002 - 06.2003
- Assisted in daily operations, providing crucial support to employees and ensuring smooth workflow
- Processed and closed all personal, home equity, mortgage, and small business loan applications for new and existing customers, ensuring accuracy and timely completion
- Opened new accounts and actively sold banking products and services, effectively meeting customer needs and promoting customer satisfaction
- Made outbound sales calls to both new and existing customers, offering additional banking products and driving revenue growth
- Additionally, fulfilled all responsibilities of the Senior Teller role, providing exceptional customer service and managing cash transactions.
Senior Teller
09.2002 - 12.2002
- Supervised and delegated responsibilities to tellers, ensuring efficient operations and optimal customer service
- Balanced and maintained all vault transactions, guaranteeing accurate cash handling and security
- Responsible for balancing and servicing the branch ATMs, maintaining their functionality and availability to customers
- Conducted research and review of all teller outages, identifying and resolving discrepancies promptly
- Assisted customers in completing loan applications, providing guidance and facilitating the application process
- Proactively contacted new and existing customers to discuss bank products and identify additional banking needs
- Cross-sold banking products and services to all customers, promoting customer satisfaction and revenue growth
- Additionally, fulfilled all responsibilities of a Teller, delivering exceptional customer service and performing various cash-handling tasks.
Premium Customer Care Analyst
Trase Miller Technologies/American Airlines Vacations
05.2002 - 09.2002
- Worked directly with management to re-accommodate passengers in cases of oversold hotels, renovations, or closures prior to travel, ensuring seamless travel experiences
- Resolved all complaint issues for passengers and travel agents prior to travel, addressing concerns promptly and effectively
- Maintained a comprehensive database of compliments and complaints, tracking customer feedback and identifying areas for improvement
- Proofed all ad pricing and information for newspaper ads and website promotions, ensuring accuracy and compliance
- Processed refunds on vacation packages and accurately entered refund information back to passenger credit cards
- Managed a refund database, keeping records organized and up to date
- Reported and logged all travel agent system errors, contributing to the identification and resolution of technical issues
- Traveled to trade shows to present the services provided by the company to the public and travel agents, promoting brand awareness and fostering relationships
- Additionally, fulfilled all responsibilities of an Online Analyst and Premium Customer Care Agent.
Online Analyst
05.2000 - 05.2002
- Maintained and verified all information on AAVacations.com and affiliate sites, ensuring accuracy and up-to-date content
- Handled all customer email inquiries from AAVacations.com, providing timely and informative responses to customer questions and concerns
- Offered detailed technical support for premium customer care agents regarding AAVacations.com, assisting with troubleshooting and resolving website-related issues
- Reported and corrected website errors promptly, ensuring a seamless user experience for customers
- Proofed all promotional items featured on AAVacations.com and associated sites, guaranteeing accurate and compelling marketing materials
- Built and maintained web pages for Trase Miller Technologies' intranet using Microsoft FrontPage, keeping internal information accessible and organized
- Data entered absorb tracking information into the company's database, maintaining accurate records of customer interactions and transactions
- Created weekly spreadsheets on competitor's pricing and promotional information, providing valuable market insights to upper management
- Additionally, fulfilled all responsibilities of a Premium Customer Care Agent, delivering exceptional customer service and assisting customers with their travel needs.
Premium Customer Care Agent
09.1999 - 05.2000
- Supervised and assisted reservation sales representatives with technical inquiries and product knowledge related to AAV (AA Vacations) products
- Took over and resolved customer service calls, ensuring prompt and satisfactory resolution of customer concerns
- Assisted travel agents and direct passengers with reservations comments, complaints, and errors, offering responsive and empathetic support
- Provided assistance to passengers experiencing difficulties while on their trip, addressing issues and providing solutions to enhance their travel experience
- Offered technical support for customers using AAVacations.com, guiding them through any technical challenges or questions they encountered
- Provided complex technical support for travel agents utilizing Sabre's Faast system, Apollo's Leisureshopper system, Worldspan, Amadeus' Toursource system, and AAVacations.com for booking AA Vacations
- Answered all tour refund calls and assisted passengers with refund inquiries, ensuring a smooth refund process and resolving any concerns
- Additionally, fulfilled all responsibilities of Reservation Sales Representatives, delivering exceptional customer service and assisting customers with their reservations.
Reservation Sales Representative
American Airlines
09.1998 - 09.1999
- Answered all inbound calls for, Vacations, providing exceptional customer service and assisting callers with vacation or business travel plans
- Created and booked reservations for callers, ensuring accuracy and meeting their travel needs
- Informed travel agents and direct passengers about hotels, tours, rental cars, theme park passes, and city highlights for all destinations offered by American Airlines Vacations
- Provided correct and up-to-date information to assist customers in making informed decisions about their travel arrangements
- Posted payment for passengers and travel agents for vacation packages, ensuring accurate and timely processing
- Additionally, maintained an above-average time control on all calls, efficiently assisting customers while delivering a high level of service.
Assistant Manager
Communication Federal Credit Union
12.1997 - 09.1998
- Supervised and assisted employees, ensuring smooth operations and providing guidance and support as needed
- Approved and opened various types of new accounts, maintaining strict adherence to policies and procedures
- Reviewed credit reports for new accounts and all loans, assessing creditworthiness and managing risk
- Assisted members in opening certificates of deposit (CD) and individual retirement accounts (IRA), while also maintaining these accounts and providing ongoing support
- Submitted all types of loans, including second mortgages, and prepared and completed loan closings, ensuring accurate documentation and compliance
- Additionally, fulfilled all responsibilities of a Head Teller and Member Service Representative, delivering exceptional customer service and conducting various banking transactions.
Head Teller
09.1996 - 12.1997
- Supervised and delegated responsibilities to tellers, ensuring efficient operations and optimal customer service
- Balanced and maintained all vault transactions, guaranteeing accurate cash handling and security
- Responsible for balancing and servicing ATMs, ensuring their functionality and availability to customers
- Submitted loan applications, returned results to members, and assisted in the closing process, facilitating smooth loan transactions
- Opened new safety deposit boxes for members and managed the closing process as needed
- Additionally, fulfilled all responsibilities of a Member Service Representative, providing exceptional customer service and assisting members with various banking needs.
Member Service Representative
09.1995 - 09.1996
- Provided members with accurate and timely information on new accounts, loans, certificates of deposit (CDs), individual retirement accounts (IRAs), and money market accounts
- Created collection letters based on weekly reports to address delinquent loans and checking/savings account issues, ensuring prompt resolution and adherence to collection policies
- Assisted members in accessing their safety deposit boxes, maintaining strict security protocols and providing excellent customer service
- Additionally, performed basic teller duties, including processing deposits, withdrawals, and other banking transactions.
Cash office and Office Assistant
Kmart
08.1991 - 09.1995
- Picked up money from all cash registers, ensuring accurate balancing and completeness of the registers
- Balanced reports and encoded checks for bank deposits, adhering to established procedures and accuracy standards
- Prepared deposits for armored car pick-up, following security protocols and maintaining a secure chain of custody
- Maintained detailed records and documentation of cash transactions and deposits.
Cashier and Customer
06.1990 - 08.1991
- Operated cash registers, helping customers with inquiries and purchases.
Education
Broken Arrow Senior High School
Tulsa Community College
Northeastern State University
Education and Accounting
Skills
- Special Assignments
- Budget Control
- Verbal and Written Communication
- Key Performance Indicators
- Strategic Planning
- Policy Implementation
- Financial Management
- Business Development
- Workforce Management
- Staff Development
- Performance Management
- Expense Tracking
- Operations Management
- Customer Relationship Management (CRM)
- Complex Problem-Solving
- Project Management
- Salesforce Management
Accomplishments
Perfect Circle Awards
Pinnacle Club Award
Certification
Google Data Analytics Certification
Timeline
Complaint Monitoring Officer
Bank of Oklahoma
10.2014 - Current
Branch Manager/Vice President
Bank of Oklahoma
04.2007 - 10.2014
Banking Center Manager
MidFirst Bank
06.2003 - 04.2007
Assistant Banking Center Manager
12.2002 - 06.2003
Senior Teller
09.2002 - 12.2002
Premium Customer Care Analyst
Trase Miller Technologies/American Airlines Vacations
05.2002 - 09.2002
Online Analyst
05.2000 - 05.2002
Premium Customer Care Agent
09.1999 - 05.2000
Reservation Sales Representative
American Airlines
09.1998 - 09.1999
Assistant Manager
Communication Federal Credit Union
12.1997 - 09.1998
Head Teller
09.1996 - 12.1997
Member Service Representative
09.1995 - 09.1996
Cash office and Office Assistant
Kmart
08.1991 - 09.1995
Cashier and Customer
06.1990 - 08.1991
Broken Arrow Senior High School
Tulsa Community College
Northeastern State University
Education and Accounting
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