Customer Service Manager

Rebeca B. Sella

**** ****** **** ***** *******, Fl. 32825

Cell: 407-***-**** Email: *******@***.***

COMMUNITY AFFILIATIONS/ SKILLS

Over 15 years of Customer Service and Office Management

Extensive experience in public speaking and group presentations

Volunteer, AWANAs program at Avalon Church

United Way Chair for Central Florida

Bi-lingual in Spanish, written and spoken

Notary Public

EMPLOYMENT

Fifth Third Bank Financial Center Manager, AVP 2007 - 2013

•Maintain profitability by increased and sustained lending, fee realization, cross selling and deposit

balances as reflected in monthly profit and loss ledger reports

•Develop and foster relationships with local businesses by promoting lending and personalized

Financial Wellness Seminars specific to employee needs ranging from groups of 2 to groups of

200+

•Hire and train employees in their specific roles

•Utilize Performance Management strategies to motivate and coach team members with their

personal and professional goals leading to 6 employee promotions into leadership and

management roles

•Developed plan that increased both employee engagement and loyalty as well customer retention

and share of wallet

SunTrust Bank Assistant Branch Manager, AVP 1995- 2007

•Motivated and coached staff to meet branch referral and sales goals

•Responsible for the daily operations of the teller line and adherence to all policies and procedures

•Performed quarterly audits to monitor compliance of internal controls and risk mitigation

We Care Crisis Center Crisis Specialist, Grief Counselor 1997-1999

•Provided over the phone counseling and referral sources to incoming callers seeking guidance

•Trained new volunteers for 6-week phone counseling certification

•Facilitated support groups and grief counseling to at risk-middle and high school students in

conjunction with school Safe Program

EDUCATION

•University of Phoenix, Masters in Business Administration

•University of Central Florida, BA in Psychology, Magna Cum Laude

•Valencia Community College, AA, Honors Certificate

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