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Manager Customer Service

Location:
Palm Coast, FL, 32137
Posted:
August 29, 2011

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Resume:

WALTER H.

UZCATEGUI

* ******* ***** ***** 386-***-****

Palm Coast, FL 32137 ****************@*********.***

SUMMARY OF QUALIFICATIONS

. 10 plus years management experience in the financial and retail

industries managing and coaching associates to help them achieve

individual and Company goals.

. Demonstrated success in sales, marketing and business development to

promote the Company and its products and service in the Community

. Proven abilities managing credit, operations, collections, and

customer service.

. Proficient in Omega Coaching and Kaizen Efficiency systems,

bilingual English -Spanish

. Excel at generating sales referrals for business partners.

. Experienced in building and strengthening existing customer

relationships by uncovering needs while solving customer issues and

complaints.

. Provide daily coaching on proper behaviors, sales techniques,

overcoming objections, customer service expectations and compliance

guidelines while leading by example.

. Perform monthly, quarterly and annual associate evaluations.

. Review customer satisfaction reports, monthly and quarterly sales,

P&L's and performance reports with Senior Management.

PROFESSIONAL EXPERIENCE

FEDERAL TRUST BANK, Palm Coast, FL

04/07 to Present

Vice President, Branch Manager

Opened and managed a new branch for the bank in a highly competitive market

during very challenging economy

Major goals achieved:

. $26 MM in new deposits

. $24 MM in domestic and commercial loans

. 700 New Demand Deposit Accounts

REGIONS BANK, Ormond Beach, FL 06/06 to 04/07

AVP, Branch Manager III

Major goals achieved:

. 225% of Investment and Trust annual referral goal

. 115% of Business loan annual referral goal

SUN TRUST BANK, Deland, FL 03/05 to 06/06

AVP. Branch Manager III

Opened and managed new Branch in Deland. Major goals achieved:

. 198% of consumer deposits annual goal

. 102% of Residential loan annual goal

. 175% of Commercial loan annual referral goal

WALTER UZCATEGUI PAGE 2

BANK OF AMERICA, 12/02 to 03/05

AVP, Branch Manager II

Managed Branches in Palm Beach and Flagler Counties in Florida

Major achievements at last Branch in Flagler Beach:

. Reached 115% of annual loan goal production.

. Increased PPSA from 4.5 products per associate to 6.75 PPSA (products

per sales associate). Company target 5.25 PPSA).

. Increased customer satisfaction from 75% to 90% as compared to company

target of 86%.

. Maintained employee retention at 74% as compared to the company

average was 48%.

. Branch consistently ranked in the top 14 of 37 branches

CIBC NATIONAL BANK, MARKET PLACE BANK, West Palm Beach, FL

10/99 to 12/02

VP, Area Sales Manager

Supervised 12 new Branches in the Palm Beach Area with $220 million in

deposits and $160 million in loans and a staff of 75 associates.

Major Achievements:

. Increased low cost deposits 120%

. Increased loan production 205%

. Increased new customer acquisition 145%

. Reached 120% of new deposit goal

. Consistently Area ranked in the top 3 of 18 areas in the Company

. Promoted from Branch Manager to Area Sales Manager in one year

EDUCATION

Brigham Young University - Business Administration Major

New York University - Business Administration Major

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