Customer Service Manager

Fabiola Cerrato

Personal Banker at Citibank

*******.*******@****.***

Summary

OBJECTIVE

To obtain a position where my expertise in business development, branch operations, sales and customer service

can be utilized towards future career growth and advancement. I am a well liked person, organized and very

dependable.

SUMMARY OF QUALIFICATIONS

Strong experience in Business Development and Branch Operations from working in the Banking industry,

specifically handling independent branch-related operations and overall management.

Experience

Personal Banker at Citibank

July 2008 - Present (5 years 6 months)

Sr. Personal Banker July 2007-Present

• As Personal Banker I acquire and expand customer relationships by maximizing sales opportunities and

ensuring customer retention. This to include consumer and commercial accounts.

• Leveraged Citi's customer leads and other lead generation techniques to identify new prospects and

cross-selling opportunities with current clients.

• Provide excellent customer service to walk in customers in the branch by helping them meet their existing

and future financial needs

• Manage customer portfolio and cross-sell all products and services.

• Provide administrative and business support to branch manager and assistant manager.

• Improve office efficiency, by controlling and maintaining inventory of supplies, processing any work order

necessary.

• Certified “Bank at Work” representative, conduct seminars in various financial topics.

• Establish and maintain key relationships and business contacts within the community and targeted industry

segments and strategic initiatives to create opportunities for growth.

• Adhere to operational controls, including legal, corporate, and regulatory procedures to ensure the safety

and security of customer and bank assets.

• Proactively educate customers on utilizing available access.

• Achieve personal production goals by expanding existing relationships and acquiring new business.

• Resolve customer complaints/issues promptly and effectively.

• Assist with Branch employee training, to include new employees and cross training for current employees.

Sr. Branch Account Executive at Citifinancial

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May 2007 - July 2008 (1 year 3 months)

Sr. Branch Account Executive 2007- 2008

• As Senior Branch Account Executive my key responsibilities included selling loans and insurance products,

making recommendations of credit worthiness, developing new sources of business, providing knowledge

and expertise to customers regarding loan and insurance products, and servicing accounts.

• Recommending solutions to difficult delinquent accounts.

• Performing administrative tasks such as cash drawer management, balancing daily cash report, answer

telephones, routine typing, order supplies and pay bills.

• Achieved personal production goals by expanding existing relationships and acquiring new business,

utilizing effective calling techniques.

• Adhered to operational controls, including legal, corporate, and regulatory procedures to ensure all

compliance requirements are met.

• Resolved customer complaints/issues promptly and effectively.

• Able to maintain and exceed sales expectations, along with maintaining the expectation of cross-selling

insurance products.

• Processed Personal Loans and Real Estate Loans from application to closing. (Including ordering appraisal,

title, funding, recording of title, reconveyance).

DMV-Lending Supervisor at KeyPoint Credit Union

October 2000 - November 2006 (6 years 2 months)

Lending/DMV Supervisor 2000-2007

• In this position had 12 direct reports, in Funding, Processing, DMV, Imaging and Repo Support.

• Responsible for Department and Branch employee training, to include new employees and cross training for

current employees.

• Performed administrative tasks for manager and director.

• Worked closely with Branch managers /employees assisting with questions related to loan documentation,

funding and DMV and training.

• Responsible for employee coaching, disciplinary action and motivation including mid-year and yearly

reviews.

• Monitor our DMV Dept. to ensure our titles are being perfected in a timely matter and ensuring our titles are

available for all repo’d vehicles for auction sale.

• Conducted monthly and bi-weekly audits on DMV, Loan Funding, Loan Documentation, New Member set

up and Imaging Quality.

• Maintained / Created miscellaneous monthly, weekly and daily reports such as

productivity reports for all employees, IT Reports, DMV pending reports, audit employee work, balancing

General Ledgers on a regular basis to ensure that at the end of the month GL’s are balanced, process month

end funding reports, employee incentive reports (monthly and quarterly).

• Responsible for the auditing and the processing of Dealer Reserve to the dealers by the assigned date.

• Conducted one-on-one monthly meetings with employees to stay in touch with our department needs and

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provide additional support and motivation to employees.

• Crossed trained in Collections Department and acted as Co-Supervisor during regular Supervisor leave of

absence and manager’s sabbatical.

• Additional miscellaneous task as needed to help department accomplish goals, such as setting up allotments,

processing payment extensions, due date changes, payment recalculation, process rate discounts.

Languages

spanish

Skills & Expertise

Banking

Credit

Customer Service

Microsoft Office

Loans

Retail Banking

Consumer Lending

Mortgage Banking

Sales

Auditing

Word

Excel

Outlook

Cross Selling

Compliance

Management

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Fabiola Cerrato

Personal Banker at Citibank

*******.*******@****.***

Contact Fabiola on LinkedIn

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Contact this candidate