Manager Customer Service
Resume:
Roger S. Carvalho
Rockaway Park, NY 11694
***********@*****.***
Overview of Qualifications: Over 10 years of progressive management
experience in both banking and retail sectors. I am looking forward to
utilizing my skills sets and experience in the field of Vice President of
sales, District Manager, Area Sales Manager, District Sales Manager, Vice
President Of Business Development, Financial Center or Branch Manager,
Regional Sales Manager and Retail District Manager.
Employment:
Chase Bank NA Queens, NY 9/2007 -
04/2009
Vice President/Branch Manager
Within my role at Chase, I was brought in and subsequently transferred
between underperforming branches specifically to develop and execute action
plans around increasing profitability. Within 4 months at each of the two
branches I managed during my tenure at Chase, I was able to take both
branches from last place in the district to within the top 3.
. Management of over $400 million dollar in total deposits. Over $150
million dollars in managed Investments
. Manage a diverse staff of 33 employees including managers, assistant
managers, tellers, licensed bankers, business bankers, mortgage loan
officers and financial advisors.
. Create opportunities for business development, maintain an active and
productive business relationships.
. Analyzing previous sales numbers and forecasting emerging or potential
business development and pipelines.
. Maintained financial and sales goals for branch, maintained and
managed P&L by keeping business cost down and maximizing sales and
overall bank profits, all while providing world class customer service
to existing and potential customers.
. Utilized to restart and manage multiple under-performing district
branches and bring them to profitability. Responsible for overall
management of multi-units branches according to district and regional
needs.
HSBC Bank Brooklyn, NY
12/2006 - 6/2007
Branch Manager/Vice President
. Management of over $180 million dollar in total deposits. Over $79
million dollars in managed investments.
. Oversee staff of 18 employees including tellers, bankers, business
relationship manager, financial advisors and premier relationship
manager.
. Responsible for support and augmentation of other branches during special
bank promotions
. Provide sales training, coaching, and evaluation of staff performance,
delegating projects and sales goals and maintaining a high level of
customer service as well as bank profitability.
Washington Mutual Bank New York, NY
8/2005 - 12/2006
Financial Center Manager/Vice President
. Oversight of 13 employees including tellers, bankers and mortgage staff.
. Manage and oversee all financials including daily reconciliations, vault
duties, P&L and audits
. Assist and resolve customers with service issues
. Provide training to staff on bank products, debt instruments, commercial
and personal lending
H & R Block Financial Service Fall River, MA
8/2004 - 8/2005
Assistant District Manager
. Reported to Regional Manager; responsible for oversight of 17 area
mangers and 67 branch managers
. Recruitment, hiring, and training of staff for district wide
locations; manage and oversee staff performance, evaluation of staff
performance
. Set, met and maintained financial goals for the district; maintain P
& L statement, oversaw contracts, report to corporate headquarters
. Provide assistance to customers as needed; extensive knowledge of
mortgages, taxes and financial products
Citizens Bank Cape Cod, MA
7/2001 - 5/2004
Branch Manager
. Accountable for hiring, training and motivating bank team of 8
employees including staff evaluations, performance and sales training
. Maintained and consistently exceeded financial goals
. Responsible for all daily vault duties
. Provide sales training, coaching, and evaluation of staff performance,
delegating projects and sales goals and maintaining a high level of
customer service as well as bank profitability
Previous Retail Experience
Luxottica Retail Providence, RI
Store Manager
LIDS Providence, RI
3rd Key/Assistant Manager
Education:
Bachelors of Science Johnson and Wales University
Providence, RI
Major: Business Administration; Minor in International Business
Fluent In English, Brazilian Portuguese, Spanish and Italian
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