Customer Service Manager
Resume:
Gorian Pierre-Louis
Jacksonville, FL
*****************@*****.***
PROFILE
Senior account executive with more than 15 years of experience in sales and marketing, operations, human resources, and finance, direct/Indirect Lending in the banking industry. Possess proven personnel, customer service, operations, program and project management skills, as well as diversity in written and verbal communication, leadership, contract negotiation and interpersonal business relationship. Apply excellent critical thinking and problem resolutions skills to all projects undertaken. Employ highest levels of customer service and quality control to daily management practices, to ensure client satisfaction and generate repeat business. Successfully grew revenue, increased efficiency and productivity, reduced costs. Computer skills include Microsoft Windows and Microsoft Office (Word, Excel, and PowerPoint).
EMPLOYMENT EXPERIENCE
Capital One Bank, New York, NY 2013 to 2015
Commercial Banker
Interpreted financial data, forecasted corporate cash flow, developed presentation jointly with sales and marketing teams. Formulated and discussed with clients personal credit opinions and loan packages on accounts involving significant dollar amounts. Examined and analyzed income and expenditures to provide each business owner with a subjective third party view that offered tangible feedback on financial business performances. Interacted with loan officers concerning client financial ability, capital budgeting, banking, risk analysis, and cash flow forecasting.
Operation Manager
As the operation manager, I was responsible for providing services to an assigned District within a geographic area, responsible for maintaining the overall operation of the bank. I oversee employees’ training, monitor staff, schedule staffs and ensure that all employees follow the standards and procedures set forth by the bank. I make sure the operations my staff complies with all state and federal regulations, coach and educate all employees on operational policies and procedures. I act as a customer advocate by monitoring client accounts, transactions and setup of new relationships, make personnel decisions such as compensation, promotions, discipline and termination of operations staff in accordance with banks policy.
Sovereign Bank, Brooklyn, NY 2011 to 2013
Commercial Banker
Responsible for strategy production, delivery and management of large portfolio clients through cross-channel marketing campaigns and projects. Effectively acquires, manages and grows profitable account relationships with complex business and retail customers that have annual gross sales or income of more than $1MM and less than $10MM. Made presentation on company and products and answered potential customers' questions. Accelerated growth through customer acquisition, retention, and channel expansion, solving difficult operational challenges to drive technology development and implementation for clients, partners, and corporation.
Premier Relationship Banker
As a Premier relationship banker, I was responsible for creating a culture of excellence and an environment that delivers an exceptional experience for both customers and employees. I manage a portfolio of more 100 hundred clients, responsible for the performance of the portfolio and need to ensure it is effectively run, managing to the Target Operating Model as defined by the bank. I was responsible to maximize profit and achievement of the growth of Premier clients’ portfolio, develop existing and new relationships, build effective relationships with clients to retain and develop sustainable relationships. Regularly meet with clients to understand and analyze their current and long-term needs and advise them on the products and services that help them achieve their goals. Effective use of tools and information to drive client service delivery and performance benchmark. Maintain a minimum standard of qualifying Premier clients within portfolio as stated by bank and build a high personal and corporate profile in the district in which I was assigned. I was also responsible of developing network of Group and External professional contacts with the aim of introducing new business, enhancing technical knowledge and promoting the brand.
JPMorgan Chase Bank, New York, NY 2007 to 2011
Business Banking Manager
Develops and maintains the company's relationships with contacts/customers to maintain and expand business. Responsible for the sale and administration of all banking services to include deposits, loans, investments, etc. to businesses and/or individuals within the assigned portfolio.
Retail banking sales Manager
As the branch sales manager, I am responsible for managing all functions and staff of the branch. Accountable for maximizing branch revenues, sales, customer satisfaction, branch staffing, and minimizing operating losses. Prioritizes, manages, and communicates promotional campaigns and product initiatives. Maintains and develops relationships with existing small business customers. Responsible for branch compliance with bank policies, procedures, and operational integrity.
Licensed Personal Banker
As a Licensed Banker, I was responsible for acquiring and deepening relationships with clients through comprehensive needs based marketing and promotion of Investment products within the branch environment. Work with the Branch Team to identify client needs, analyze customer information, define investment goals, build plans and make recommendations for client to achieve their investment goals and objectives through individual investment strategies. Advise clients with complex investment relationships on asset allocation and portfolio construction for strategic. Coach Personal Bankers (non-licensed) on recommendations and educate them on our investment products and services.
HSBC Bank, Jacksonville, FL 2001 to 2007
Unit Manager
I manage a team 12 agents. Be available to affect the entirety of the team's operations. Manage by walking around. Be visible to answer questions. I take escalated calls that your agents can't handle and be available when an agent appears to need assistance. I monitor queue, track inbound calls and Keep agents aware of inbound calls, calls waiting, and abandonment rate. Motivate and encourage agents through positive communication and feedback
INVESTMENT LICENSES
Series 6 and 63
EDUCATION AND TRAINING
Jacksonville University, Jacksonville, FL
Bachelor of Science, Accounting / Finance
KU University, Davenport, IA
MBA. MS in Finance, Financial Analyst
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