Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Generic

Kalapu U. Galoia

Pago Pago,AS

Summary

Resourceful Manager offering history of success coordinating and monitoring operations across various departments. Effective leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency.


Highly committed with hardworking mentality to maintain quality of services and products. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.


Hardworking and passionate job seeker with strong organizational skills. Ready to help team achieve company goals.

Overview

20
20
years of professional experience

Work History

Customer Service Manager

ASTCA
08.2011 - Current
  • Resolved customer complaints while prioritizing customer satisfaction and loyalty.
  • Took ownership of customer issues and followed problems through to resolution.
  • Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Collaborated with upper management to improve customer service processes and support structures company-wide.
  • Kept accurate records to document customer service actions and discussions.
  • Collaborated with marketing department to launch and manage promotional activities and campaigns.
  • Create and maintain a diverse, high-performing customer service delivery teams through consistent selection, development and motivation.
  • Provide coaching, mentoring, and overall direction of accountabilities to meet company goals.
  • Effectively communicate company business and financial objectives.
  • Analyze company performance in order to deliver appropriate feedback to corporate business partners and to develop a sales strategy that ensures profit growth.
  • Develop a strategy to meet all company goals and objectives.
  • Identify opportunities for additional customer support, meeting and exceeding operational targets.
  • Develop key performance measurements for continued review and analysis to support change initiatives and performance metrics.
  • Foster a performance culture of service delivery and customer satisfaction, ensuring a positive customer experience that meets and exceeds every customer's expectation.
  • Provide oversight and guidance for billing and collections process, ensuring processes and procedures are effectively performed and reviewed for accuracy, compliance, client resolution and effectiveness.
  • Collaborate effectively across organizational boundaries.
  • Adheres to the core values and standards of the organization.

Safety Officer

ASTCA
02.2020 - 08.2022
  • Conducted regular safety inspections and audits to identify potential hazards and prevent accidents and injuries.
  • Conducted safety training and education to employees to increase awareness of safety hazards and empower employees to work safely.
  • Inspected worksites, practices, and gear for compliance with established safety standards.
  • Developed and implemented safety policies and procedures to establish clear guidelines for safe work practices and comply with regulations.
  • Collaborated with other departments to integrate safety in all aspects of organization.
  • Coordinated emergency response plans and drills to increase preparedness and address issues promptly.
  • Communicated safety performance and progress to management and employees to provide up to date information.
  • Developed and implemented corrective action plans for non-compliance issues.
  • Assisted with development of compliance objectives and strategies.


COVID-19

  • Coordinated and managed the COVID-19 plan for ASTCA
  • Wrote policies for COVID-19 BCP for all departments.
  • Implemented testing stations, policies and procedures to ensure BAU.
  • Documented all positive cases islandwide and within ASTCA. Implement safety protocols aligned with the local government taskforce and the CDC.
  • Managed and coordinated and procured sanitation supplies and PPE for staff.
  • Prepared weekly reports for the management team and for the ASG taskforce regarding the operation.
  • Implemented wellness checks for staff who were affected by COVID-19, who were exposed to COVID-19, and who were working remotely.
  • Ensure the De-contamination of office spaces with affected staff or customers.

Training and Compliance Specialist

ASTCA
12.2019 - 08.2022
  • Assessed additional needs based on training progress and collaborated with management to meet requirements.
  • Trained and mentored numerous new personnel hired to fulfill various roles.
  • Utilized cross-training techniques to boost productivity and develop each team member's individual skills set.
  • Documented participation and evaluated learning for each participant.
  • Assisted in analyzing and assessing training and development needs for organizations, departments and individuals.
  • Executes/manages compliance reviews to identify regulatory risks/deficiencies, non-compliance with internal policies and procedures, and opportunities to enhance internal controls and promote industry best practices,
  • Analyzes testing results and identified risks, including root cause analysis, recommends corrective actions to mitigate compliance review findings,
  • Drafts compliance review findings and communicates results of compliance testing and recommendations to supervisor,
  • Validates effectiveness of corrective actions taken by business units,
  • Recommends learning programs and learning to mitigate compliance risk,
  • Organize and facilitate learning tools and programs for all employees,
  • Coordinate learning and use of the learning management system with current software and technology,
  • Ensure all learning activities and events are tracked, completed and documented,
  • Maintains learning and compliance key performance indicators, reviewed regularly for completion and effectiveness,
  • Maintains personal development for regulatory environments for the business,
  • Collaborate effectively across organizational boundaries,
  • Monitored safety programs to verify compliance with federal and local standards.
  • Prepared and submitted regulatory filings in timely manner.
  • Identified, investigated and documented compliance violations and recommended corrective measures.
  • Investigated and documented all violations of compliance regulations to determine necessary improvements.
  • Monitored and assessed compliance risks associated with operational processes and procedures.
  • Responded to employee inquiries regarding compliance regulations and procedures.

Senior Commercial Account Officer

ASTCA
10.2015 - 08.2022
  • Built relationships with clients to establish new contracts.
  • Managed and analyzed budgets, P&L, balance sheets and sales reports.
  • Used key metrics and prepared reports for senior management to monitor performance of commercial activities.
  • Negotiated contracts and product prices by collaborating with vendors and developers.
  • Built relationships with customers and community to establish long-term business growth.
  • Achieved sales goals and service targets by cultivating and securing new customer relationships.
  • Resolved problems with high-profile customers to maintain relationships and increase return customer base.
  • Collaborated with upper management to implement continuous improvements and exceed team goals.
  • Managed accounts to retain existing relationships and grow share of business.
  • Implemented systems and procedures to increase sales.
  • Held one-on-one meetings with sales team members to identify selling hurdles and offered insight into best remedy.
  • Achieved established KPI for company, regional team and individual performance through teamwork and focus on customers.

Risk and Compliance Manager

ANZ Banking Group
01.2009 - 09.2009
  • Reviewed documents, files, transcripts and other records to assess compliance and potential risk.
  • Managed compliance efforts, reporting and audits.
  • Maintained effective working relationships with regulatory authorities, suppliers and customers.
  • Prepared and presented comprehensive reports to upper management and audit team, covering issues and recommendations.
  • Managing and maintaining the US regulatory compliance framework.
  • Updating the compliance register by ensuring that all obligations are accurately assessed, linked to process and allocated an owner.
  • Maintain a register of FILs (Federal Institution Letters) detailing changes to legislation and impact to American Samoa business.
  • Manage updates to compliance policies (Privacy, FACT Act, etc.)
  • Implement changes to laws into policy, process and BAU, and ensuring compliance by embedding requirements in all compliance training.
  • Provide compliance advise in relation to new business initiatives.
  • Completing compliance operating risk scorecards.
  • Incident reporting and SARs (suspicious activity report)
  • Managing the risk framework
  • Managing Information Security Compliance
  • Prepared records and data for regular audits.
  • Developed and delivered training programs to inform new and current employees about compliance issues.
  • Played instrumental role in company-wide risk assessment efforts, supporting enhancements in business processes and controls.
  • Evaluated customer complaints, processes and all other aspects of operations to assess compliance.

Compliance Officer

ANZ Banking Group
06.2007 - 01.2009
  • Identified, investigated and documented compliance violations and recommended corrective measures.
  • Responded to employee inquiries regarding compliance regulations and procedures.
  • Developed and maintained compliance database, tracking all compliance activities and documents.
  • Assisted with internal and external audits to confirm compliance with applicable laws and regulations.
  • Reviewed, revised and updated compliance policies and procedures to confirm continual compliance with applicable laws.
  • Monitored and assessed compliance risks associated with operational processes and procedures.
  • Collaborated with internal and external stakeholders, auditors and legal counsel to confirm compliance with applicable laws and regulations.
  • Managing the bank's regulatory compliance portfolio,
  • Ensuring processes, policies and procedures are in place to ensure full compliance with US Banking laws and regulations, as well as ANZ policies and procedures to minimize the bank's operating risks.
  • Ensure that all new or transferred staff members receive the required prerequisite training within 3 months of taking up the position, including refresher training.
  • Monitor compliance and setting strategic direction supporting business units int heir management of regulatory requirements.
  • Plan and coordinate and undertake compliance testing, collate and analyze results, submit breach reports to the Risk and Compliance Manager
  • Prepare an annual compliance plan and ensure that compliance testing is done in accordance to that plan.
  • Report compliance results to the management team and corrective actions are satisfactorily resolved.
  • Ownership for maintaining the country's updated compliance register by conducting regular reviews of the bank's compliance obligations and all identified risks are documented with treatment plans for each risk.
  • Make recommendations to policy and procedures to reduce or eliminate risks.
  • Ensure compliance with ALL FDIC regulations.
  • Develop internal control mechanisms aimed at reducing the bank's risks.
  • Champion best practices and ensure it is spread across the bank.

Manger Sales and Services - Tafuna Branch

ANZ Banking Group
10.2003 - 05.2006
  • Maintained friendly and professional customer interactions.
  • Assessed employee performance and developed improvement plans.
  • Met deadlines by proactively managing individual and team tasks and streamlining processes.
  • Engaged employees in business processes with positive motivational techniques.
  • Complied with regulatory guidelines and requirements.
  • Maintain a safe and secure working environment for the bank staff.
  • Conduct quality assurance tests to ensure internal controls are appropriate. Examples - Dual control processes for cash handling to and from the main vault, teller exchanges, documenting processes, teller cash drawer balancing, surprise cash counts for tellers, ATMs and vault,etc.
  • Ensure compliance with regulatory requirements - CIP (Customer Identification Program).
  • Engage in customer visits to maintain relationships to promote customer satisfaction.
  • Manage customer service wait times to ensure they reach the regional target of serving 80% of our customers within 10 minutes or less.
  • Provide regulatory, processes and leadership training for bank staff.
  • Organized and coordinated customer appreciation days.
  • Promote continuous improvement through streamlining processes and identifying, raising and resolving issues.

Education

Associate of Arts - General Education

American Samoa Community College
American Samoa
05.1994

High School Diploma -

Tafuna High School
Tafuna
06.1991

Skills

  • Persuasive Negotiations
  • Coaching and Training
  • Administrative Support
  • Positive and Constructive Feedback
  • Verbal and Written Communication
  • Employee Performance Reviews
  • New Hire Training
  • Exceptional Telephone Etiquette
  • Cash Handling
  • Performance Tracking and Evaluations
  • Leadership
  • Personnel Training and Development
  • Continuous Improvements
  • Time Management
  • Call Center Strategy
  • Issue Resolution
  • Product Knowledge
  • Research
  • Customer Service
  • Process Improvement
  • Quality Assurance Controls
  • Staff Training
  • Scheduling and Coordinating
  • Quality Improvement Initiatives

Accomplishments

  • Achieved 95% answered calls and 5% abandoned call rate target for the ASTCA call center by completing motivating a team of 17 with accuracy and efficiency. This target has never been met since the implementation of the 3cx call center system in 2017.
  • Implemented a COVID safe working environment at ASTCA with newly written policies approved by the ASTCA Board and the Governor's office.
  • Completed the OSHA 30 hour training and received my OSHA certification card.

Timeline

Safety Officer

ASTCA
02.2020 - 08.2022

Training and Compliance Specialist

ASTCA
12.2019 - 08.2022

Senior Commercial Account Officer

ASTCA
10.2015 - 08.2022

Customer Service Manager

ASTCA
08.2011 - Current

Risk and Compliance Manager

ANZ Banking Group
01.2009 - 09.2009

Compliance Officer

ANZ Banking Group
06.2007 - 01.2009

Manger Sales and Services - Tafuna Branch

ANZ Banking Group
10.2003 - 05.2006

Associate of Arts - General Education

American Samoa Community College

High School Diploma -

Tafuna High School
Kalapu U. Galoia