Deanna Holtzclaw
About Deanna Holtzclaw
Deanna Holtzclaw serves as the Client Care Manager at City National Bank in the Raleigh-Durham area, a position she has held since 2018. With extensive experience in banking operations and customer care, she has worked in various roles at First Citizens Bank over a span of nearly two decades.
Work at City National Bank
Deanna Holtzclaw has served as a Client Care Manager at City National Bank since 2018. In this role, she is responsible for managing a team of specialists, overseeing operational efficiency, and ensuring high-quality client service. Her position involves monitoring call center metrics and providing support for team development. Holtzclaw's leadership includes a direct report team of five managers and leads, highlighting her role in fostering a productive work environment.
Previous Experience at First Citizens Bank
Holtzclaw has an extensive background at First Citizens Bank, where she held various positions over a span of nearly two decades. She began her career as a Financial Services Representative from 1998 to 2002. She later transitioned to roles such as Lead Analyst in Loan Operations, Supervisor of Deposit Operations, and Supervisor of the Customer Care Center. Her experience also includes working as a Bank Operations Support Analyst on a transformation project, where she contributed to operational improvements.
Team Management and Leadership Skills
In her current role, Holtzclaw manages a team of sixteen to twenty specialists, including a leadership team of five direct reports. She participates in discussions focused on quality control enhancements and department implementations. Her responsibilities also include cross-training initiatives, which aim to improve team versatility and operational effectiveness.
Education and Expertise
Deanna Holtzclaw studied at Eastern Michigan University. Her educational background complements her extensive professional experience in banking and client care management. Holtzclaw's expertise encompasses operational efficiency, team management, and customer service, which she has developed through her various roles in the banking sector.
Call Center Operations and Logistics
Holtzclaw played a significant role in establishing a new satellite call center to support east coast clients. Her responsibilities included logistics management, interviewing, onboarding, and training new staff. This initiative demonstrates her capability in operational planning and team development within a customer service environment.