Small Business Lender, Small Business Account Relationship Manager

Relationship Manager Senior Advisor Auditing and Risk Operations Officer

Qualifications Profile

Performance-focused and goal-driven professional, with wide-ranging experience in relationship and operations management, customer experience enhancement, operational streamlining, and business development in the banking industry. Skilled at training, building, and leading cross-functional teams to drive operational efficiency and productivity. Expert at developing and implementing effective action plans and tactics toward company advancement, business growth, and sales increase. Adept at identifying key business initiatives and formulating client-centered solutions to address customer needs. Armed with the ability to present information in a clear and concise manner. Bilingual in English and Spanish.

Areas of Expertise

Risk Mitigation

Policies Compliance

Customer Service and Client Development

Pipeline and Account Management

Organizational Leadership

Lending Regulations

Cross-Functional Collaboration

Relationship Management

Relevant Experience

Confidential, Various Locations

Store Manager Montville, NJ Oct 2016–Present

Maintain active involvement in the community to promote TD Bank brand through networking and COI collaboration.

Cultivate beneficial and long-term business partner relationships.

Consistently meet store sales and services by facilitating ongoing training for the team, which involved talent development and performance management.

Establish and lead small business, as well as commercial and consumer portfolio which include deposits, loans, and expenses preparation.

Provide expert management to teams to ensure excellent customer and employee experience delivery.

Key Highlights:

Demonstrated expertise in transforming the underperforming store, which involved boosting customer experience, while consistently meeting the metrics.

Gained WOW Star Top Performer nomination as a store manager in the first quarter of 2017 for displaying outstanding performance in market-based sales and service metrics.

Increased book of business and successfully prospected new customers through community involvement and networking.

Served as money out (lending) champion for strategically leading the region, which involved monitoring the region’s productivity; providing best practices and tactics to increase numbers such as loan application intake and loan closing; and facilitating trainings to teams regarding lending processes and procedures.

Assistant Store Manager 43rd and 6th New York, NY Nov 2015–Oct 2016

Held accountability in overseeing high-end omega store’s growth, unit productivity, small business production, and lending.

Guided and motivated 17 associates in achieving the company’s mission.

Applied business acumen in collaborating and establishing partnerships with wide-ranging lines of businesses including TD Wealth, FX, TD Treasury Management, and TD Ameritrade to identify and address customer needs and expand customer portfolio with the company.

Performed oversight and onboarding of a new management to ensure operational efficiency and sound knowledge of sales platform.

Key Highlights:

Obtained selection to re-establish the store in partnership with a 3M store manager.

Received selection to join and participate in the Power of Women Leadership Group and Latinos in Leadership, a mentoring program for future leaders, while being exposed to executive leadership.

Maximized, retained, and managed high net worth clientele.

Assistant Store Manager 96th and 3rd New York, NY Mar 2013–Nov 2015

Facilitated trainings to new team members regarding TD Bank policies and procedures compliance while ensuring operational excellence.

Provided hands-on assistance to store manager in developing tactics to drive business growth focusing in deposits, lending, and business relationships.

Actively participated in numerous regional committees toward customer and employee experience enhancement as well as wallet shared index growth.

Key Highlights:

Launched a new de novo store in the Manhattan Eastside Region.

Continuously surpassed clients' expectation with a service rating of 70 over 59.7 through provision of excellent customer service.

Received WOW Star Award nomination as an assistant store manager for exceeding goals and maintaining top performance in all metrics.

Contributed in attaining the store's top five WIN rank by exceeding company targets.

Assistant Store Manager 49th and Madison New York, NY Aug 2011–Mar 2013

Oversaw employees in adhering to appropriate corporate policies and procedures to ensure customer satisfaction.

Conformed to platform and teller operational standards in reinforcing daily store operations.

Employed keen attention to detail in arranging teller and platform schedule in accordance with the full time equivalent (FTE) as well as administering paid time off (PTO).

Ensured team members meet and exceed quarterly goals and customer expectations through exceptional customer service.

Key Highlight:

Received 14 consecutive operational excellence awards.

Store Supervisor 55thand 6th, 49thand Madison New York, NY Jul 2007–Aug 2011

Guaranteed proper handling of customer transactions and excellent delivery of customer service by overseeing the daily activities of bank tellers and customer service representatives.

Presided over customer education regarding the company’s products and services, providing hands-on assistance in achieving financial goals.

Guided and mentored team members in all facets of CWI, which involved customer experience enhancement.

Worked collaboratively with the Leadership Team in creating and implementing a sales culture regarding sales processes and tools utilization.

Observed strict compliance with bank procedures and regulations in performing daily logs, safe deposit, and recap.

Conceptualized solutions to address customer disputes, while maintaining professional demeanor toward customers.

Customer Service Representative 85th and 3rd New York, NY Sep 2005–Jul 2007

Displayed skills in developing and executing effective action plans to promote and sell TD Bank products and services as well as attain company goals.

Directed day-to-day operations of assigned branch which involved opening and closing of store.

Carried out opening new customer accounts and managing loan applications.

Fulfilled key tasks in providing the highest quality of bank service to customers.

Rendered support to the management team in dealing with special clients and preparing reports.

Key Highlight:

Successfully transformed the underperforming store after being appointed as the retail entertainment coordinator, thus improving customer banking experience and meeting customer service metric.

Earned nomination as best full-time CSR at the annual WOW awards.

Other Experience

St. Lawrence University, Speech and Theater Department, Canton, NY

Assistant Director, Student Theatrical Production, Metamorphosis and Touched Fall 2003 Fall 2004

Mentor and Performer, The Literacy and Theater Project Fall 2002–Spring 2003

Education

Bachelor of Arts in Government, Minor in Spanish

St. Lawrence University, Canton NY

Study Abroad: Spain Semester Summer Session at Sapelo Island

Activities

Childcare Volunteer, Madrid, Spain

Technical Acumen

Microsoft Office Suite (Excel, Outlook, PowerPoint, and Word) Lotus Notes Encore Consumer Reporting

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