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Customer Service Sales

Miami Beach, Florida, United States
October 06, 2016

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Current Address: **** ***** ******, *** ** Cell: 786-***-****

Miami Beach, Florida 33141 Email:

Carlos A. de Loizaga


Self-motivated, assertive, able to set and achieve goals, work well under pressure, and effective in promoting a positive productive work environment.

Well organized and work effectively as a team member and independently.

Trilingual English, Spanish and Portuguese.

Computer skills in Microsoft Word, Excel, Access, PowerPoint and Computer Graphics.

Profiling customer needs and other sales coaching tools to ensure consistent and valued customer experience.

Ensure banking center operation effectiveness with regard to audit, compliance standards and updates in documentation with branch coworkers.

In Manager or Assistant Manager Absence, become the primary contact for problem resolution, customer service, and sales.


Citibank N.A. February 2011-February 2016

PB II Small Business Banker Small Business Lending

Citibank is the third largest bank holding company in the United States by total assets. It has retail banking operations in more than 160 countries and territories around the

world. Its online service division is among the most successful in the field with more

than 15 million users.

Business Portfolio of over 3,500 businesses, with balances over $35MM, and lending opportunities of $6MM in Business Loans and Lines of Credit.

Business Lending approvals from $150k in December 2015 and $120k in January 2016, submitting six applications per month, the second best performer in the Miami North Area.

Adding $250MM in new balances in January 2016, allowing 56 Citigold Enrollments for our Citigold Relationship Manager for balances over 200k, the best performance in the whole country in January and February of 2016.

Enrolled $2.7MM with Investment Referrals, the highest in the Miami North Area in January 2016.

Best employee sales performer in 2015 with 114% increase in Home Equity and Mortgage Lending, with a total lending of $3.5MM, becoming number 120th best banker in the country out of 16,000 bankers in the United States.

Book of Business portfolio of more than 300 Citigold clients with $32MM value, mainly from Latin America, with average balances of $6.6 MM between January 2014 and April 2015.

Small Business and Consumer Relationship Specialist with a current Portfolio of more than three thousand clients totalizing balances over 9MM in 2015.

Attending special Neighborhood Business Communities to expand customer relationship, providing business funding with a monthly average of $200k business loans booked in December 2015.

Effectively cross selling our product and services, by interacting with Investor and Citigold Officers reaching $800k new to bank investment product in January 2016.

Strong relation with Law, Accounting, and Real Estate firms to provide new to bank Citigold clients adding 144 Personal Investment Companies in 2015.

Highest customer service satisfaction attained to expand banking relationship with high network clients, and sustaining a strong client loyalty for five consecutive years.

Enhanced balances maintaining an ongoing growth of 160% increase since 2011.

Achieving an ongoing KDS Customer Satisfaction Score of 100% from 2013 till 2015, according to outsourcing Gallup contracted by Citibank to analyze employee performance.

Appointed as best Merchant Services referrer in the North East Area of Miami in the second quarter of 2015, providing 5 referrals per month since 2011.

Increased average business and consumer account balances from $2.4 million in 2011 to $8.9 million in 2015.

Awarded as Citi Star employee for sales performance and customer service, with especial emphasis in 60 Merchant Service referrals in December 2013, and promoted to PB II.

Improved Mortgage and HELOC bookings reaching two approved HELOC’s for $627k in 2015, the highest ever reached in the Biscayne Financial Center.

Made a contribution of 200% personal and business credit cards approvals from 2011 until 2015, with a monthly average of 15 approved.

Rise personal loans and lines of credit in a remarkable 140% in 2013, the second best improvement in the North East Miami Area.

Moved up by 200% Citigold accounts in 2013, Citigold customers are clients who keep minimum balances of $50k.

Made a growth in Personal Loans and Custom Credit Lines of $84k in 2011, $120k in 2012, $195k in 2013, $240k in 2014, and currently until September 2015 $410k booked.


City National Bank August 2010-February 2011

Banking Relationship Specialist III Retail and Business -Miami Downtown

City National Bank of Florida is the second-oldest bank in Miami and one of the largest, most profitable banks in Florida, and its parent company, City National Bancshares, announced in June 2010, the closing of the sale of 83% of its stock for $927 million to Caja Madrid, the second largest savings bank in Spain and the fourth largest Spanish financial group. The purchase price values the total company at $1.117 billion.

Assigned for the One Biscayne Branch for the business and consumer development portfolio, increasing Professional Businesses and Consumer Relationship by 22% during summer 2010.

Provide pledges of payment for South American investors in the U.S. Commercial Lending.

Follow up thirty-six Condominiums in terms of Community Banking Program, and funding needs.

Providing quality member service while complying with banking regulations, policies, and branch security procedures

Bank of America N.A. October 2005-June 2010

Small Business Specialist Consumer Banking-Central Miami Dade

U.S. largest banking company whose assets totaled at year-start 2010 more than $32 billion with projected annual revenue of more than $75 billion. The company helps more than 40 million people worldwide, and it is considered the America’s most admired companies for the seventh consecutive year in March 2010.

Responsible for generating, maintaining, and servicing relationships with both, consumer and existing businesses, and prospects.

Educating team members regarding available consumer, real estate, and business loan products.

Achieving personal and business goals, as well as helping with branch overall sales objectives.

Advising Individuals and Businesses on how to save money with supplemental banking products and services regarding Payroll Taxes and Benefits, Travel expenses and Utilities.

Appointed as number five best performer in Bill Pay Enrollment of the Central Dade Market in the first quarter of 2010.

Total TSV value of 92% for the first quarter of 2010, adding 140% new consumer credit cards.

Appointed as member of the Hispanic Chamber of Commerce, due to the commitment of expanding company’s relationship in August 2009.

Providing timely responses to immediate banking challenges for more than 44 business organizations in October 2009.

Increased Hispanic Businesses by 21% during the two quarters of 2008 and help South American Companies to establish commercial entrepreneurship in the New York Metro Area

Raised business sales by 237% by the first quarter in 2007, the highest in the North East Region, by advising entrepreneurs with the organizational structure to lower costs on the operating expenses on Marketing, Production, Research and Development, and Administration.

Promoted to group lead entrepreneurs to identify, develop, and manage business revolving credits to reduce monthly payment rates resulting in a 30% balance transfer increase during first quarter of 2008.

Coordinating sales strategies and meetings with Area Managers with new financial products and services to reduce company’s overhead expenses.

Assist Banking Center Manager in providing direction and leadership to banking center employees with emphasis on extraordinary customer service, achieving sales goals and team work

Increased by 120% Business Credit Lines and Loans surpassing the banking target before the first quarter conclusion.

700% Insured Credit Card Applications approved by the first quarter of 2008.

Raised total sales by 130% during fourth quarter of 2007, the uppermost result of the whole Westchester/Fairfield Market.

First Merchant Services referral in the Northeast Region with a 30% increase during second quarter of 2007 reaching outstanding 150K sales revenue.

Appointed as best Treasury Management for higher than 500K private businesses account deposits in the United States for the second quarter in 2007.

Responsible for maintaining and expanding by 150% existing businesses relationships, sourcing new company links, and coach team members as additional support in servicing existing clients,

Awarded Bank of America’s fifth best Small Business Specialist (SBS) in the United States for personal and business sales in 2006.

Increased new business accounts by 260% throughout second quarter of 2006 with a branch benefit of $53 million: the best score since 2000.

Recognized as best SBM in the Northeast Area for 62 new small business lines of credit, totalizing a total line increase of $450,000: the best score in the third quarter of 2006, averaging 3 daily new business accounts.

Standardizing 15 banking products sale per day in 2006 from a past branch 8 performances in 2005.

Raised branch customer satisfaction to 75% in November 2006 from a previous 57% in January 2006, allowing my banking center to move up from ranking 52, out of 52 branches in the region to the outstanding first best branch during fall 2006.

Added value to the business owners by turning “Paper and Pen” organization into an integrated database business process.

Profiling customer needs and other sales coaching tools to ensure consistent and valued customer experience.

Exceeding referral sales goals by 110% by increasing client base portfolio for financial services and investment opportunities for entrepreneurs.

JP Morgan Chase. New York, NY August 2004-October 2005

Financial Advisor Retail Banking

World’s third largest investment bank focused in financial securities & markets, investment risks & policies, taxation & customer accounts, variable contracts & retirement plans, and security industry regulation.

Responsible for the entire customer and small business relationship, with excellent probing and listening skills to better understand customer needs.

Appointed as best Credit Card Sales Associate by the fourth quarter of 2004 in the Midtown Market

Raised South American Import/Export Business accounts by 200% during the second quarter of 2005 adding more than $1 million in new balances.

Assessed and recommended Merchant options to Limousine companies generating a 56% increased sales in 2005.

Increased sales in April 2005 by 140%, more than any other branch in the Tri State area.

Small Business Relationship Specialist: strong presentation, planning, organization and follow up skills to generate Small Business Revolving Loans, Business Complete checking accounts & Business Credit Cards.

Provide financial support and analysis to Operations and Marketing areas for strategic business decisions and cost savings initiatives.


BS in Business Administration & Economics Spring 2004 Bernard Baruch College, New York, NY GPA 3.2

AS, International Business Fall 2001

State University of New York, Valhalla, NY GPA 3.3

Official Spanish Title Summer 1996

Central School of Languages, Madrid Spain Score: 100

Notary Public.


References Upon request.

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