Manager Sales
Resume:
Michael Louria
Email: *********@********.***
Address: ***** ***** ** *****
City: Irvine
State: CA
Zip: 92614
Country: USA
Phone: 949-***-****
Skill Level: Management
Salary Range: $60,000
Primary Skills/Experience:
See Resume
Educational Background:
See Resume
Job History / Details:
MICHAEL A. LOURIA
ENCLOSED IS A LISTING OF SKILLS AND THE WORK HISTORY FOR MICHAEL A LOURIA. HE IS UNIQUE AND NOT A CANADATE YOU SEE VERY OFTEN. MICHAEL HAS BEEN TRAINED AS A PROFESSIONAL SALESPERSON WORKING AT DEALERSHIPS IN ORANGE COUNTY FOR OVER 10 YEARS. AFTER MASTERING THE SALES PROCESS, MICHAEL WENT INTO BANKING WHERE HIS SUPERIOR SALES TRAINING PLACED HIM IN FRONT OF THE COMPETATION AND HE WAS MADE MANAGER IN LESS THAN 2 YEARS. AS A BRANCH MANAGER WITH WELLS FARGO, MICHAEL WAS ABLE TO MEET AND EXCEED GOALS FOR THE BRANCH AND GREW THE BRANCH FROM A LEVEL 1 TO A LEVEL 2. HE THEN WENT TO CITIBANK WHERE HE LEAD HIS TELLER TEAM TO THE TOP REFERRING POSITION WHERE THEY STAYED FOR OVER 6 YEARS. MICHAEL HAS THE SALES AND MANAGEMENT EXPERIENCE TO HELP YOU TRAIN, MOTIVATE AND DIRECT YOUR SALES STAFF.
IF YOU FEEL THAT YOUR TEAM IS NOT PERFORMING AT THE LEVEL YOU EXPECT AND NEED THEM TO... CALL ME!
IF THE TEAM SEEMS TO DO ALL THE RIGHT BEHAVIORS AND YET YOUR SALES HAVE NOT INCREASED... CALL ME!
IF YOU HAVE SALESPEOPLE WHO SEEM TO BE LOST OR FLOATING ON THE WATER, DO NOT BLOW THEM OUT...CALL ME!
MICHAEL IS VERY MOTIVATED AND READY.
CALL ME!
Michael A Louria
Motivated, Driven and Determined to succeed
After spending 10 years directly selling cars and trucks and another 11 years managing people at a Financial Institution, I am looking to take the next step and manage a team to sell cars. During my car selling time I have sold or closed over 1500 cars from 1986-1995. In 2000 working with Wells Fargo my career vaulted from Personal Banker to Branch Manager in 2 years because my results were superior to that of my peers. During my career with Citibank, my teller team lead the Area for almost every quarter that I was responsible for. My management process was designed to work in car sales and was successfully adapted to teller referrals and banker TO's.
Hiring and Training
the interview process is a behavioral based process where the prospective employee is asked specific questions about situations in their past work or school experience. The prospect is asked to tell about a specific example of behavior that matches the questions asked and is required to list the Situation, Task and the result of the behavior. The questions range from examples where they may have been short of their goals at the middle of the month and examples of how they made up the difference. Other questions include honesty, theft and willingness to step in and do a little extra. A person is likely to react in the same manner when in similar circumstances. I learned to recognize traits in quality employees and sell them on why they would benefit by working with me.
Coaching
1. telling what to do and watching them do it. after watching for 10 minutes then review how it went using the what went well, what could of been done better and manager input.
2. Model the behavior. The teller would then watch as i would model the behavior for about 10 minutes. This gives the employee an example to watch.
3. Have the employee do it again. They would then practice the behavior in front of the manager who would rate the employee on a rating sheet. Once this is done the results are reviewed and new expectations are set for "going forward" behavior.
This lead to the results of being the top referring branch in all of orange county for 2 years running. My team consisted of 7 tellers who were in the top 15% of the Area in production.
Motivation
Keeping the team on track is a challenge for any manager. My process begins with having a plan for each day before coming into the branch. I would conduct a daily huddle before we open where i would review each person's plan and commitments for the day. Each person has a monthly goal to work towards and they are responsible to make sure that they are at least on track to succeed. If employees are not on track and do not have an executable plan we then sit down together and develop one. Ways to increase business are in Store, Outgoing phone calls and outside prospecting. each person would then have a goal to have 2 appointments/day out of the aforementioned areas. With 2 bankers and 2 appointments/day each this is 4 appointments/day to work with. This can create traffic and excitement which leads to sales. My team has exceeded our goals and lead the Area for many years.
History
My skill set includes being a Certified Trainer teller, responsible for training tellers who are new to banking in all aspects of being a teller including daily routines, procedures and how to initiate the sales process. This process was performed over 10,000 times monthly over an 8 year term by different tellers, all of whom improved their numbers and customer service scores. The results were so superior to other branches that my team lead the entire Orange County Area by at least 25% every month under my leadership.
Sales Process
The Sales Process consists of a meticulous training which results in the mastery of the steps to the sale. The steps consist of Greeting, Building Rapport, Introduce the product and finally to transition the client to the banker where they would finish the sale. For Auto Sales the process would include 1.greeting 2. build rapport/find a vehicle, test drive, write up and the rest of the steps for closing including credit application, trade evaluation and agreeing on the numbers. For training an auto salesperson would begin with a professional greeting which would be practiced until perfected. The next step is to have the greeting perfected and used and the customer is guided to a car... Each step would be practiced, modeled and practiced until each salesperson would achieve a level of excellence for each step. The consistency in sales process will help each customer to have the same experience when visiting our store which leads to more sales opportunities and better CSI scores. The same Coaching Process will be applied to phone conversations which will get more customers into the store without spending any additional advertising dollars. We will be making better use of the customers who call or come in.
Summary
My skills are a combination of 12 years of being in Bank Management, Team Leadership, Sales Manager and 10 years Demonstrating, Selling and closing Car Deals. This combination is very special and will be quite lucrative for the Right Dealer. I AM READY FOR THE NEXT STEP, ARE YOU
ACCOMPLISHMENTS
Kia Depot Santa Ana
09/12-present
Finance Manager
Citibank Lake Forest 11/2003-08/2012
a Financial Center Operations Manager 11/03-06/08
a Commercial Banking Officer-06/08-06/09
a Branch Assistant Manager-06/09-present
Branch Assistant Manager
Accomplishments:
Audited on 06/28/11 and passed with no exceptions.
Audited on 01/20/12 and passed with minimal exceptions.
My job makes me directly responsible for branch production and teller referrals. My team consists of 7 tellers and 1 universal banker. Results are Lake Forest has been the top referring branch in all Orange County 32 branches for 18 consecutive months.
With the branch manager out for 4 month leave of absence from January 2011 to May 2011, I was responsible for the entire branch both sales, service, operations and transactions. As a result of my efforts the branch was rated by production:
January- #4 out of 15
February-#3 out of 15
March- #5 out of 15
April- #4 out of 15
May- #3 out of 15 (BM back mid month)
June- #7 out of 15 (direction under BM)
July- #8 out of 15 (direction under BM)
With the BM on a leave of absence from January to mid May the team was working as a focused unit. Each person was given a daily goal and needed to present a plan that would enable them to succeed. We were increasing the branches production by improving the process that the sales were accomplished. We were recognized and rewarded for our customer service by an increase in our quarterly bonus of 5% Q1 and 10% Q2.
For 2012 through July 17th, the branch totals are 1276 teller referrals which is my direct responsibility. The next closest branch in the Area is 573, 535 and they go down from there. My philosophy is to break down the sales process to various steps and then coach and look for improvements around consistency in behaviors that drive sales and manage the process hourly, daily, weekly etc.
In addition to sales bookings, Citi has a survey and rating for random customer transactions to measure our service to the customer. During my recent tenure as acting manager the branch exceeded our goals for service which resulted in an additional bonus for the branch. This was the first time the branch was rewarded for our service. It is my focus to increase sales, service and employee satisfaction by being a leader and setting the tone for an environment conducive to sales.
Business Banker 06/2008-06/2009
As a business banker, my loan application production was rated #1 in Orange County. As a monthly average I would input between $750,000 and $2,100,000 in applications per month. Due to the economic conditions and the credit toughening of the times, the booking rate was between 5% and 10% of the application volume. With the branch assistant manager position open, I was persuaded to accept the job until something else was available.
Financial Center Operations Manager 11/03-06/08
I was responsible to all operations including loss prevention, accuracy at account opening, scheduling, customer issue/resolution, employee issue/resolution.
Results
a No controllable losses for the entire time. This was accomplished by training tellers and officers, reviewing points of control to ensure that transactions are being processed per policy, corrective action for employees when merited
a Winner of Citistars Quarterly award two times for leadership in teller referrals results and contributions to the area production
a Wrote, directed and acted in a training video in 2004 that was circulated and presented to tellers across the Region, with an exposure to 120 branches. Parts of the training video we presented to the entire nation in 2010 for the Ultimate Secret roll out.
Wells Fargo Bank 06/2000-11/2003
I started as a Personal banker and within 2 years was promoted to Branch Manager. This was due to my leadership skills and production. A few highlights from then are:
a Achieved 210% of DDA goal Q2 2003
a 3 employees promoted 2 tellers to PB and 1 CSR to PB
a Received production payouts for each quarter including yearly bonus
a Passed all audits with no major issues
Various Automotive dealerships in Orange County from 1986-1996
Job Duties included:
a Liner
a Finance
a Closer
a Lease Manager
a Direct Marketing
Direct Sales
Experienced sales Business to Business, Business to Person, Cold calling outbound to businesses/ with partners, Inbound and Outbound sales calls, negotiation for automotive purchase, automobile demonstration through negotiation, close other employees deals, accurate to details on contracts, understand credit scores, negotiate with other departments for deal approval and stipulations, communicate and fulfill stips to deal close
Building a High Performing Team
Interview and hire process, evaluate prospective employee for behavior based interview, evaluate skills to each step of the sale, coach skill up to the standards, review progress with employees and discuss projection daily/weekly/monthly, Develop plan of action to in areas that are needed, take advantage of market conditions, direct team to conduct aplanting seedsa outbound sales activities, oversee the follow up visits chart progress and coach to better results, sell employees on the idea that they want to improve and set new goals working to abest evera day/week/month/quarter and develop a plan with them to meet and exceed stretch goals
Problem Solving
Deal with professional business people daily, assist with complicated and complex requests, Deal with identity theft, account take over, Death of depositor, Legal issues both compliance and customer related, transaction approval and dealing with any of the issues that arise during investigations, trouble shooting ATM equipment, various printers, card printers equipment.
Loss Prevention
Review and approve transactions between $25,000 and 10,000,000, review of overdraft accounts, New account reviews for accuracy and compliance, training and developing a back up person, Training employees why transactions make sense, balance cost vs risk
Conduct periodic branch reviews to ensure that policies are being followed, conduct disciplinary action when necessary, collect money on overdrawn accounts.
Decision making
Worked in a fast paced environment where many things happen fast, able to quickly evaluate situations and make decisions to keep things running smoothly and accurately, has an ability to understand where crucial points are and provide support, act as the escalation point for issues, responsible for timely follow up and resolution, able to balance risk and customer service for escalated demands and communicate directly with customer.
Job History
Kia Depot- Santa Ana 1 month
Finance Manager
Citibank- Lake Forest -8years 10 months
Branch Assistant Manager 06/2009-08/2012
Business Banking Officer 06/2008-06/2009
Financial Center Operations Manager 11/03-06/2008
Wells Fargo- Laguna Niguel Marketplace -3 years 4 months
Branch Manager 06/200*-**-****
Assistant Branch Manager 09/2001-06/2002
Personal Banker 06-2000-09/2001
Various Auto Dealerships in Orange County - 8 years
Atlas Chrysler Plymouth
Santa Ana Chrysler Plymouth
Fullerton Lincoln Mercury
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