Customer Service Manager

*** ******** *** • HACKENSACK, NJ *****

PHONE 917-***-**** • E-MAIL ********@***.***

ELSA RICARDO

PROFILE

Senior Manager with wide ranging experience in all aspects of financing, administration and operations. Able to identify issues, analyze needs and develop workable solutions for complex problems. Able to motivate, monitor, and produce results from diverse workforce. Excellent communicator with the ability to publish and present technical information in a manner that is both compelling and understandable. Capacity to formulate a concise business plan to achieve goals via community business development and implementation of sales programs, and executing business plans for results

PROFESSIONAL EXPERIENCE

[ 12/2009-Current] Citibank, N.A. Hackensack, NJ

Vice President/Branch Manager

Responsible/Managed the overall sales and operations for continuous growth and profitability of the branch

Managed and grew the branch book of business in consumer and commercial categories

Ensured that all clients in the book of business were contacted to maintain customer satisfaction and retention of all existing relationships

Coaching all staff in products, service and compliance

Acquired new consumer and business accounts through business development efforts and by profiling new and existing customers

Meet and exceed all sales goals and service targets (always one of the top producers)

Works closely with all business partners to ensure complete client relationship building & achievement of all product goals (i.e. commercial lending, merchant services, payroll etc.

Maintains a strong presence within local community for superior name recognition for the bank

[ 05/2001-07/2008 ] JPMorgan Chase Riverdale Bronx, NY

Vice President/Branch Manager

Managed the second largest branch in the Bronx West Market ($185 Million in deposit)

Increased Branch deposits by $1.8 Million in last semester

Top 10% in the last 5 sale campaigns achieving over 100% in all categories. Achieved 2nd place in the Northern Region

Control expenses for profitable branch results

Manage/Coach 15 employees

Acquired new consumer and business accounts through business development efforts

Obtained a satisfactory audit in the last 3 years

Double YTD Investments, presently at $4.7 Million

[ 2000-2001 ] Citibank New York, NY

Vice President/Business Acquisition Manager

Increased Loan production by 120%

Increased Deposit and Business loans through new business acquisitions with particular emphasis in the low-moderate income communities, consistent with the requirement of the Community Reinvestment Act.

Involved in Community Organizations and Activities

[ 1998-2000 ] New York National Bank New York, NY

Vice President/Branch Manager DeNovo Branch

In one year generated $1.8 Million in new Commercial loans

$2 Million in New deposits

Increased Personal loan portfolio from $0 to $300K

Supervised for a period of four (4) months a major construction project to convert the Business Banking Center into a full Operating Branch

Underwriting up to $50K in Commercial Lending

[ 1992-1998 ] Banco Popular de Puerto Rico New York, NY

Vice President/Branch Manager

Responsible for the overall operations of a $60 Million deposit branch

Manage/Coach 17 employees

Managed to increase the Commercial loan portfolio by 200%

Managed to increase deposit growth by $1 Million per month during my tenure

[ 1989-1992 ] Ensign Bank New York, NY

Executive Vice President/Banking Center Director

Responsible for directing the activity of a $90 Million Branch

Successfully generated $3.7 Million in New Accounts in the Consumer Sector

[ 1987-1989] American Savings Bank New York, NY

Assistant Vice President/Branch Manager

Responsible for managing a Mid-town $160 Million Branch

[ 1986-1987 ] Banco Popular de Puerto Rico New York, NY

Assistant Branch Manager

[ 1985-1986 ] Apple Bank for Savings New York, NY

Customer Service Representative

[ 1982-1983 ] Capital National Bank New York, NY

Customer Service Representative/Officer

[ 1978-1982 ] Chemical Bank New York, NY

Customer Service Representative/Operation Supervisor

SUMMARY OF QUALIFICATIONS

Powerful Team Leader

Knowledgeable Individual of the Banking Industry

Strong Business Development Skills

Ability to achieve immediate and long-term goals and meet operational skills

Dynamic leader consistently motivating others toward success

Dedication and drive as a hard-working individual

Unique Management Style

Responsible and Reliable

Over 37 years of Banking Experience

ACCREDITATIONS

Life and Health Insurance License

AWARDS RECEIVED/ACCOMPLISHMENTS

Selected as “Branch of the Year” in 1995 at Banco Popular de Puerto Rico

Selected and Awarded for Best Manager Incentive Program at Banco Popular de Puerto Rico

Participated and placed in charge of the acquisition of the main management team of the acquired bank

Supervised a major construction, to ensure customer service was not affected Branch relocated two (2) times during this process, including a complete system conversion on December 19, 1998

Awarded Top Performer in the last 5 Checking Account Campaigns at JPMorgan Chase

Awarded Top Performer in the YTD Achieved Branch Numbers

Vice President of the Washington Heights and Inwood Chamber of Commerce

Recipient of the “Credit Where Credit is Due” Award for supporting the formation of the first Credit Union in the Washington Heights Area “Neighborhood Trust Federal Credit Union”

Chairperson of the Credit Committee of the “Neighborhood Trust Federal Credit Union”

Recipient of “El Diario’s” award for Representing one of The Most Outstanding Women in 1998

Awarded for the Constant Support and Dedication towards the Welfare of the Merchants of our Community in 1995

Awarded the Business Improvement District “BID” Executive Board Award 1994-1996

EDUCATION

George Washington High School

American Institute of Banking

Extensive Courses in Sales and Marketing

Training for Managers

Credit Seminars

LANGUAGES

Bilingual/Spanish and English

REFERENCES

Upon Request

Contact this candidate