Tom Yosten
Surprise,AZ
Summary
Experienced Operations Specialist adept at addressing routine and complex business challenges with resourcefulness and creativity. Recognized as a driven, dedicated, and hardworking leader with a proven track record of optimizing operations and achieving results.
Overview
20
20
years of professional experience
Work History
Professional Services Coordinator
Glidewell Dental Laboratory
Irvine, CA
10.2023 - 05.2025
- Managed all installations and training events for Glidewell.io clients. Established and maintained files, records, and databases for all new clients, at a rate of 30-50 per month.
- Managed multi-department calendars balancing staff, customer,revenue demands & expectations to support a profitable business schedule.
- Enhanced client satisfaction by promptly addressing inquiries and providing efficient solutions.
- Delivered high-quality results under tight deadlines by prioritizing tasks according to urgency level and importance.
- Coordinated and monitored service activities to confirm work met all requirements.
Central Operations Specialist
Partners Bank of California
Mission Viejo, CA
02.2021 - 09.2023
- Reviewed and input all outgoing domestic and international wire transfer requests, averaging 50 per day. Audit incoming wire transfers, including suspicious or unusual activity, and post as appropriate
- Work closely with the bank's BSA Team in providing detailed account transactions/activity reviews when warranted
- Prepared monthly certification for Senior Management review
- Acting Branch Supervisor during staff outages or shortages, providing guidance, approvals, and overrides
- Worked with Client Advisors regarding Back Office expectations and provided training for new staff members as appropriate
- Member of Complaint Resolution Committee.
Operations Specialist
Banc Of California (Through Eastridge Workforce)
Santa Ana, CA
09.2020 - 02.2021
- Collected, arranged, and input information into database system.
- Balance multiple GLs and reconcile all ATM, Branch Capture & Transit work, as well as FRB inclearings and returns on a daily basis.
- Audited stop payment requests submitted online and though customer service representatives, and guided Branch Operation Teams to ensure timely decisions made for these as well as non-posted items.
- Reviewed all subpoenas and legal requests served to the Bank, and provided detailed copies as requested.
- Review, submit, and track all foreign entries accepted at branches
- Provide general support for Private Banking Client requests.
Call Center Supervisor
Farmers and Merchants Bank
Long Beach, CA
06.2014 - 12.2019
- Directed a team of 22 Department Leads and Associates in providing outstanding assistance and support to account holders as well as internal departments and team members
- Provided managerial support to Online Banking Team and Card Fraud Department during extended / evening hours and weekends.
- Insured that Call Center service goals were met in areas of average speed of answer, average handle time, abandoned call ratio and overall service level (example: 90% of calls answered within 60 seconds)
- Took escalated calls for each department through the appropriate management queue and resolved customer issues
- Achieved high-quality service levels by continuously monitoring calls and providing constructive feedback to agents.
Back Office Representative
Farmers Insurance Group Federal Credit Union
Los Angeles, CA
05.2009 - 12.2012
- Acting Fraud Investigator for all branches and members.
- Responsible for all garnishments and subpoenas served to the Credit Union for member accounts.
- Provided complete coverage for all ACH functions during Administrator's absence
- Developed updated and streamlined reference material for all branches as well as internal departments
- Provided on-site training for branch staff and management during system upgrades.
- Promoted a positive and collaborative work environment by actively participating in team discussions, sharing valuable insights, and offering constructive feedback.
Card Fraud Analyst
Co-Op Financial Systems
Rancho Cucamonga, CA
10.2007 - 05.2009
- Assisted Risk Analysts in identifying latest fraud trends, allowing them to update and renew rules to lower exposure to credit union losses.
- Consistently exceeded performance targets by demonstrating keen attention to detail and exceptional analytical skills in identifying fraudulent patterns.
- Monitored in real-time high-risk debit and ATM card activity for over 250 credit unions nationwide
- Contacted customers directly to notify of fraudulent activity and minimize impacts.
- Trained new employees on department procedures and expectations.
- Collected, reported, and maintained department statistics to monitor volumes and trends.
Assistant Financial Center Manager
Washington Mutual Bank
Placentia, CA
05.2005 - 04.2007
- Acting Branch Manager, October 2006 - March 2007
- Conducted thorough audits to ensure adherence to regulatory requirements, maintaining a compliant work environment.
- Ensured all clients were served in a highly professional and courteous manner
- Daily responsibilities included opening and closing the Banking Center, approving overrides, assisting in the raining of new tellers, monitoring cash limits, making supervisory decisions, scheduling lunch breaks, and ensuring quality customer service at all times
- Continuing company training as required, including lending practices and compliance
- Examined customer loan applications for loan approvals and denials.
Skills
- Critical analysis skills
- Clear interpersonal communication
- Organizational skills
- Skilled in solution identification
- Effective complaint resolution
- Team leadership
- Detail orientation
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Professional Services Coordinator
Glidewell Dental Laboratory
10.2023 - 05.2025
Central Operations Specialist
Partners Bank of California
02.2021 - 09.2023
Operations Specialist
Banc Of California (Through Eastridge Workforce)
09.2020 - 02.2021
Call Center Supervisor
Farmers and Merchants Bank
06.2014 - 12.2019
Back Office Representative
Farmers Insurance Group Federal Credit Union
05.2009 - 12.2012
Card Fraud Analyst
Co-Op Financial Systems
10.2007 - 05.2009
Assistant Financial Center Manager
Washington Mutual Bank
05.2005 - 04.2007
Some College (No Degree) - Business Administration And Management
Rio Hondo College
Education
Some College (No Degree) - Business Administration And Management
Rio Hondo College
Whittier, CA