Drive exceptional client service through the power of personal connection, relationship deepening and by doing the right thing for the client. Grow and develop my career with an innovative and prosperous company that has the same principles as mine.
Ability to influence others by showing the benefits the solution offers. Efficient in following performance trends and identify gaps to determine next steps to ensure company goals are met. Passion for developing others and myself. Can-Do Attitude. Forward thinker. Proficient in Sales and Deepening Relationships. Eager to learn and learn quickly. Extremely productive in a high volume, high stress environment. Fluent in English and Spanish.
Bank of Albuquerque March 2018 - Present
Ran a bilingual team in a very diverse and culturally rich community.
Ran day-to-day operations of multiple banking centers throughout the metropolitan area.
Mitigated and manage risk in order to prevent losses and fraud.
Coached, developed and mentored senior bankers to help further their careers and strengthen their skills.
Bank Of America November 2008 – February 2018
Helped coordinate site operations of a digital contact center in New York.
Provided feedback, coaching and guidance to the management team to deal with employee situations and performance issues
Improved client satisfaction and employee engagement.
Developed digital platform for Mass Affluent and Wealth Management Clients.
Contributed to the development of Artificial Intelligence system for the bank’s application and digital platform.
Call Center Manager
Ran bilingual teams of 18-25 employees in a call center environment that dealt with client servicing issues and potential sales opportunities.
Helped coach and trained management team to enrich associate engagement and performance.
Introduced Small Business department to service and grow Small Business account for the bank.
Launch Preferred Segment for Mass Affluent and Wealth Management clients.
Nationally trained and developed employees to be more efficient and knowledgeable to deal with Small Business, Wealth Management and Mass Affluent clients.
Fluent in English and Spanish
Proficient in Microsoft software including Office, Macintosh IOS and any computer programs
Effective multitasking skills
Bachelor’s degree in Business Administration from Grand Canyon University. Graduated with a 3.73 GPA.
Currently attending the Colangelo College of Business at GCU working on MBA to be completed August 2019.
Currently working on a Master’s degree in Information Technology Management.