Manager Customer Service

To Whom it May Concern Letter :

This letter is to introduce myself and to let you know of my interest in

becoming a part of your company. The enclosed resume will furnish you with

information concerning my overall employment background, training,

education and skills. My work abilities are backed up with experiences and

knowledge. I assure you that I can successfully fulfill any obligations

requiring of any responsibility upon your company.

In each of my previous job experiences, I have performed my assignments

with a high degree of skill and professionalism. My current objective is to

obtain a position that will fully utilize my skills and offer an

opportunity for continued professional growth.

I believe in excellence and have always dedicated myself, my talents and my

creative abilities to assure the successful accomplishment of any company

goals. My positive attitude and willingness to give 150% makes me a

valuable asset to any organization that would employ me. I am confident

that my skills will be an asset and have a favorable impact in your

organization.

I look forward to hearing from you in the near future and hopefully to

schedule an interview. It's goals and plans and how I may be able to

contribute to its continued success and growth.

Thank you for your time.

Sincerely,

Hector Guerrero

I have over 24 years of experience in the private sector within the

following fields: administration, project management, analysis,

research, training, supervision, and coordination. I am looking to be

part of an organization with a strong vision where I can continue to

grow and be empowered to apply my expertise.

PERSONAL CHARACTERISTICS

. Promoted to a bank branch Manager is less than a year

. Fluent in Spanish with experience translating both, in writing and

verbal

. Proficient with MS Office (Word, Excel, PowerPoint, Outlook, Access)

and Project 00/07

. Computer literate and current with technological advances

. Creative, proactive, pragmatic, and organized with an "I can do that"

attitude

EXPERIENCE

BBVA BANCOMER USA

21700 Copley Dr; Suite 300 (Headquarter)

Diamond Bar, California 91765 909-***-****

Branch Manager - San Francisco, CA Branch

November 2006 - July 2009

Responsibilities:

. Responsible for the daily administration of a full service bank

branch, including operations, lending, product sales, customer

service, security and safety in accordance with the Bank's polices

and procedures.

. Developed new deposit and business loans; provided a superior level

of customer relations and promoted the sales and service culture

through coaching, guidance and staff motivation.

. Achieved individual and branch sales goals through new business

sales, referrals and retention of existing account.

. Provided leadership, training and supervision; delegated day-to-day

operations to the Operations Officer or other branch personnel.

. Responsible for attaining established Bank and branch goals through

active participation in sales management and officer call programs.

Participates in community affairs to increase the Bank's visibility

and to enhance new and existing business opportunities.

Assistant Manager - Santa Ana, CA Branch

October 2005 - November 2006

Responsibilities:

. Responsible for accurately and efficiently handling a variety of

cash transactions in support of customer requests regarding

international currency transfers, and other over the counter

transactions.

. Knowledgeable of general branch administrative procedures and acted

as Branch Manager in that person's absence.

. Handled customer problems and issues brought to our attention, or

direct those issues and problems to the appropriate personnel.

. Responsible for branch cash custody.

. Responsible for following the operation's policies and procedures

and assisting other staff (i.e. Customer Service Representatives) to

follow them at all times.

. Lead the promotion of a diverse product line of services.

. Responsible for maintaining compliance with required and established

regulations.

. Assist with the training of new employees

. Assist in the development of required branch reports.

Customer Service Representative/Teller - Santa Ana, CA Branch

March 2005 - September 2005

Responsibilities:

. Responsible for accurately and efficiently handling a variety of

cash transactions in support of customer requests regarding banking

and international currency transfers, and other over-the-counter

transactions.

. Responsible for following established operations policies and

procedures including the bank Secrecy Act (BSA).

. Handled customer problems and issues brought to our attention, or

direct those issues and problems to the appropriate personnel.

. Responsible for branch cash custody.

. Performed a variety of general office clerical and administrative

duties.

. Assisted with opening and closing procedures of the branch.

. Assisted in distributing flyers and promotional items to customers.

. Responsible for cross selling of all bank products and services.

OLIMPIA JANITORIAL SERVICES

12874 MacArthur Boulevard Suite 204

Irvine, California 92612 949-***-****

Account Manager

January 2005 - March 2005

Responsibilities:

. Managed all aspects of an account for approximately 65 clients.

. Recruited for new clients and maintain current ones.

. Supervised approximately 30 employees oversee training and provide

leadership and motivation.

. Reported regularly to executive management progress of goals and

client satisfaction/feedback.

. Evaluated, recommend and lead the implementation of People Soft HR

Information System.

HIPOTECARIA NACIONAL

Calle Doctor Atl. No.5., Col. Zona R o

Tijuana, B.C., C.P. 22320 (664-***-**-**

Collection Manager - Tijuana, B.C., Mexico.

July 2001 - October 2004

Responsibilities:

. Developed executed and monitored repayment plans for mortgage loans.

. Confirmed legal proceedings were filed correctly

. Responsible for assuring adherence to regulatory guidelines.

. Prepared reports and employee reviews

. Monitored and reported on achievements against all targets: analyze

variances, develop, recommendations and implemented strategies to

maintain on track.

. Built and maintained a high performance team committed to quality,

service and results. Used coaching to improve staff performance.

Created an environment where performance development was handled in

a way that supported high morale.

. Built and maintain a company culture, which recognized and

celebrated both individual and team results. Use recognition and

reward processes to encourage excellence. Align programs to specific

company targets.

. Identified, resolved and escalated major issues and service failures

that impeded success. Implemented tactical and operational changes

to improve results.

. Developed and implemented processes that assure quality and

compliance. Oversaw development and continuous improvement of

scripts and other tools that helped team members achieve consistent

results.

GRUPO ACTUARIAL Y SERVICIOS S. A. DE C. V.

Edificio Tec 100 Tecnol gico No. 100-14 P. B.

Col. San ngel, C.P. 76030

Quer taro, Qro (442-*-**-**-**

Regional Manager - Sinaloa; Mexico

October 1996 - July 2001

Responsibilities:

. Managed a portfolio of accounts receivable of the company and

managed the collection of open balances from customers.

. Designed and developed reports for management that show the status

of the portfolio.

. Maintained a turnover of accounts receivable in accordance with the

objectives and goals.

. Established and promoted a direct relationship with customers to

manage the collection process, clarification of open balances and

improve processes.

. Maintained updated policies and billing procedures in accordance

with the needs of the company and market changes.

. Supervised the collection process of a team of 11 individuals and

three more branches in the northwest region of the country.

ACADEMIC EDUCATION

July 2009 - December 2010 - University of San Francisco.

Intensive English Program - Diploma.

April 2008 - Banking Operations - Certificate of Completion

December 2007 - The Ultimate Sales Workshop - Certificate of Attendance

April 2007 - HR 101 for Supervisors - Certificate of Completion

February 2007 - Sexual Harassment Awareness for Supervisors -

Certificate of Completion

February 2007 - Overdraft Protection Training - Certificate of

Completion

January 2007 - MSB Platform Training - Certificate of Completion

December 2006 - Elderly Abuse Training - Certificate of Completion

October 2006 - Annual Compliance Certification Training - Certificate

of Completion

October 2006 - Operations Certification - Certificate of Completion

1992 - 1995 Universidad Nacional Autonoma de Mexico.

Completed three years Actuarial carrier - Unfinished

1989 - 1992 Escuela Nacional Preparatoria; Mexico.

Physicist Mathematics- Degree

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