Manager Customer Service

Fernando Gonzalez (***) *** - ****

* ** ******* ***, ********, NY 12550 ************@***.***

Personal Brand Statement:

A strong leader who believes in building a successful business from the inside out while developing an environment that

inspires, motivates, and develops greatness in each team member. A Leader by example who possesses an interest in the

development the sales team’s professional growth. Focused on customer satisfaction and financial goals through

delivering superior customer service and always taking a proactive approach with each and every customer interaction.

EDUCATION:

Mercy Graduate School Sage Graduate School S.U.N.Y. Cobleskill

M.S. Organization Management

Masters of Business Administration BA Business Administration

Graduated 2015 Completed 30 of 36 credits December 2003

GPA 3.18 GPA 3.04

Professional Skills:

Management:

Lead with ethics, integrity and embrace diversity and inclusion.

Built relationships with all levels of management and internal sales partners in order to cultivate and sustain a

successful client focused sales environment.

Client Focused: ensure a superior Client Experience in order to build loyalty and expand relationships

Demonstrated oversight in managing controllable expenses, and overall operational risk.

Maintain prescribed security controls while managing within company standards, policies, and procedures.

Led market initiatives and managed key processes assigned by Market Executives.

Evaluated the overall effectiveness of branch through analysis of daily sales reports.

Proven ability to hire and train a sales team to sell varied products to our diverse customer base.

Ensured accountability while measuring performance results with the branch sales team.

Served as market Proponent for several key products lines.

Staff Development:

Partnered with human resource and District Manager as a Branch Manager consultant to identify potential

candidates and conduct interview to fill current and anticipatory requisitions.

Success in leading a team which includes hiring, coaching, training, while developing team members to

achieve high performance objectives.

Successfully initiated a proactive approach to coaching and developing staff members, consistently addressing

team/performance, while holding team members accountable for the delivery of exceptional customer service,

sales expectations, and operational integrity.

Continuously recruit and develop world-class, diverse, talent at all levels of the organization.

Managed branch associates, to including career development, performance management and recognition.

Sales:

Drove greater ownership and personal accountability for business results among team members.

Established goals and objectives while providing coaching to subordinates to achieve established sales goals.

Communicated performance metrics and measures to team members in order to continually assess the

effectiveness and efficiency of the team against assigned goals.

Managed a regular calling program to customers and prospects in order to generate high quality new deposit and

loan business from existing and new clients in order to achieve or exceed specific production goals.

Demonstrated the ability to build relationship with business partners, customers, and community leaders.

Fernando Gonzalez (917) 805 - 5271

2 37 Hibbing Way, Newburgh, NY 12550 ************@***.***

Credit:

Experience processing conforming and non-conforming loan products.

Knowledgeable of company products, policies and procedures, and underwriting requirements

Understand real estate appraisals, title reports, and real estate transactions

Inform customers of lending programs, rates, policies, underwriting requirements, and loan procedures

Analyze detailed financial and credit data, matching needs with an appropriate loan program and level of risk

Schedule loan closing for Auto Refinance, Home Equity Loans and Lines, Personal loans and Lines

Originate loan applications; quote rate and terms, and ensure follow-up activities.

Strong time management, negotiation and organizational skills

Prioritize multiple projects and objectives in order to achieve volume goals.

Professional Experience:

Wells Fargo June 2013 – September 2014

AVP: Branch Manager, Ossining, NY – 83 Million on Deposit, 11.5 FTE

Top Performing Generators- Quarters 3 & 4, 2013 in Affluent, Small Business, Credit

President Club Winner Quarter 3& 4, 2013 - Top 3 Performing Managers in Suburban (NY, CT)

Capital One Bank July 2010 – May 2013

AVP: Branch Manager, Fordham RD, Bronx, NY - 21 Million on Deposit, 13.5 FTE

Top Performer 2011 & 2012 (Top 3% of manager in Northeast Region, yearly award)

Member Bronx Market President Round Table

JP Morgan Chase May 2009 – July 2010

VP: Branch Manager, Fort Washington Ave – 115 Million on Deposit, 10 FTE

Bank of America January 2004 – April 2009

VP: Banking Center Manager, Broadway & 171st St – New Branch 28.5 Million on Deposit 12.5 FTE

Directly managed 13 Small Business Specialist to including coaching and product positioning and growth.

National Award of Excellence Winner (Top 1% of manager in Nation, yearly award)

Regional Award of Excellence winner (Top 1% of manager in North East Region, yearly award)

7 Time Market Award of Excellence Winner (Top 2 managers in Market, Quarterly award)

Small Business Leader - Responsible for Coaching and Developing 13 Small Business Specialist

Strengths & Awards:

Bilingual: English / Spanish

7 Habits of Highly Effective Individuals (2003, 2007)

Member to Chi Alpha Epsilon for Academic Excellence, Inducted 12/03

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