Ligia Coffing
Santa Clara
Summary
Accomplished operations leader known for delivering exceptional customer service and fostering collaborative environments. Adept at implementing process improvements and monitoring performance metrics to achieve significant operational efficiency.
Overview
27
27
years of professional experience
Work History
V/P Regional Operations Manager
Heritage Bank Of Commerce
Morgan Hill
04.2018 - Current
- Oversaw staff training and development to enhance service quality.
- Coordinated process improvements to streamline operational workflows.
- Led audits and risk assessments to maintain regulatory standards.
- Resolved customer inquiries and issues promptly to enhance satisfaction.
- Developed operational reports to monitor team performance effectively.
- Conducted regular audits of bank transactions and records to ensure accuracy.
- Established effective working relationships with other departments within the organization.
- Provided training and development opportunities for team members.
- Maintained up-to-date knowledge of banking products and services offered by the institution.
- Facilitated communication between employees at different branches throughout the region.
- Conducted reviews and evaluations for cost-reduction opportunities.
- Maintained regular performance appraisals for subordinates through verbal, written and on-going review programs.
Regional Branch Utility Supervisor
Heritage Bank Of Commerce
San Jose
04.2016 - 03.2018
- Manage the regional utility staff
- Coordinated scheduling and resource allocation for Utility staff.
- Developed training materials for new team members.
- Streamlined office procedures to enhance productivity and service quality.
- Coordinated process improvements to streamline operational workflows with procedures writing.
- Gather information for audit bank wide.
- Established effective working relationships with other departments within the organization.
- Support operation staff with banking processes.
Regional Utility Officer II
Heritage Bank Of Commerce
San Jose
08.2013 - 03.2016
- Cover for others operations staff members when vacation and absences.
- Managed customer inquiries and resolved account issues efficiently.
- Maintained accurate records of customer interactions and financial transactions.
- Ensured compliance with regulations through regular audits and assessments.
- Assisted customers with opening new bank accounts.
- Processed deposits, withdrawals, transfers, payments, checks.
- Supervised preparation of documents for new accounts.
- Assisting in operations procedures writing.
Operations Manager
Bank of the West
San Jose
06.2011 - 07.2013
- Managed daily operations to ensure compliance with banking regulations and policies.
- Led audits and risk assessments to maintain regulatory standards.
- Resolved customer inquiries and issues promptly to enhance satisfaction.
- Conducted regular audits of bank transactions and records to ensure accuracy.
- Supervised daily activities of the bank's operational staff.
Operations Service Manager II
Wells Fargo Bank
San Jose
03.1999 - 2011
- Managed daily operations for customer service teams at a major financial institution.
- Led audits and risk assessments to maintain regulatory standards.
- Resolved escalated customer complaints by providing satisfactory solutions within established timelines.
- Motivated and supported employees to maintain low turnover.
Education
Associate of Arts - Graphic Design
DeAnza College
Cupertino, CA06-2012
Bachelor of Science - Management And Leadership
University of San Francisco
San Francisco, CASkills
- Process improvement
- Operations management
- Problem solving
- Strategic planning
- Operational efficiency
- Recruitment and hiring
- Staff training
- Excellent customer service
- Conflict resolution
- Maintenance scheduling
- Excellent interpersonal skills
- Supervision and training
Languages
Spanish
Native/ Bilingual
Timeline
V/P Regional Operations Manager
Heritage Bank Of Commerce
04.2018 - Current
Regional Branch Utility Supervisor
Heritage Bank Of Commerce
04.2016 - 03.2018
Regional Utility Officer II
Heritage Bank Of Commerce
08.2013 - 03.2016
Operations Manager
Bank of the West
06.2011 - 07.2013
Operations Service Manager II
Wells Fargo Bank
03.1999 - 2011
Associate of Arts - Graphic Design
DeAnza College
Bachelor of Science - Management And Leadership
University of San Francisco