Maria E. Gallo

Danville, CA 925-***-**** Email https://www.linkedin.com/in/maria-e-gallo-86198321

Professional Summary

Seasoned, meticulous Senior Customer Service Specialist with over 15 years of professional experience, excelling in delivering top-notch customer service, overseeing inventory management, and driving sales growth. Adept in implementing strategic planning, identifying lucrative marketing opportunities, and effectively resolving conflicts to ensure customer satisfaction. Demonstrated expertise in account management, successful team collaboration, and delivering impactful training and development programs.

Work Experience

McCaulou’s Department Store Danville, CA

Senior Customer Service Representative December 2022 – Present

●Surpassed quantitative metrics for Customer Satisfaction and Retention, showcasing an exceptional ability to meet and exceed customer expectations

●Actively managed and updated customer accounts in a CRM log, ensuring accurate and current information for efficient service delivery

●Demonstrated a courteous and empathetic attitude towards customers, contributing to positive interactions and fostering strong client relationships

●Proactively improved customer retention by staying abreast of evolving product offerings and recommending new products, resulting in improved customer satisfaction

●Increased the average customer order size for new customers by 14% through a deep understanding of needs and strategic product recommendations, showcasing a keen ability to drive sales

KBHS Home Loans, LLC San Roman, CA

Senior Sales Manager July 2021 – September 2022

●Enhanced sales traffic for KB Home Builders and KBHS Home Loans by meticulously tracking customer experiences through Microsoft Office tools, optimizing customer engagement

●Elevated customer service metrics and marketing efforts by 64% through collaborative efforts with KB builders and KBHS operating teams, fostering a cohesive working environment with high standards

●Efficiently oversaw branch finances using proprietary software to create reportable budgets and data, contributing to a 9% increase in overall productivity and financial effectiveness

JPMorgan Chase Berkeley, CA

Vice President, Private Client Branch Manager January 2020 – June 2021

●Ensured operational and financial integrity, demonstrating a commitment to maintaining high standards and promoting a trustworthy business environment

●Executed effective customer relationship management through consultative referral and sales, utilizing Salesforce software to streamline tracking and enhance overall efficiency

●Supervised branch operations by coordinating daily processes, implementing account management strategies, supervising teams, and successfully increasing deposits and investments by 14%

Beacon Business Bank Alameda, CA

Vice President, Branch Manager January 2018 – January 2020

●Achieved a 96% customer satisfaction rate by promptly addressing daily customer inquiries and issues, showcasing strong interpersonal and problem-solving abilities

●Improved the customer experience through staff training in customer services, resulting in a 12% increase in deposit growth, demonstrating effective leadership and team development

●Optimized customer satisfaction by 10% through targeted staff training, contributing to improved service delivery and heightened customer loyalty

California Bank & Trust Oakland, CA

Vice President, Branch Manager March 2016 – December 2018

●Actively engaged in intense community interaction and networking, fostering valuable connections and contributing to a strong community presence

●Implemented consultative sales strategies, nurturing internal and external relationships through effective face-to-face and phone communication, resulting in enhanced client engagement

●Directed branch operations by collaborating on daily processes, implementing efficient account management strategies, leading to a substantial 14% growth in deposits, loans, and investments

Fremont Bank Fremont, CA

Senior Branch Manager/Director January 2007 – March 2016

●Spearheaded the significant increase in loan acquisitions, securing a top-three position in sales across the entire region, showcasing strong sales leadership and achievement

●Surpassed commercial business loan production by an outstanding 121%, demonstrating a high level of efficiency and effectiveness in financial operations

●Executed Wealth Management production, exceeding the goal by an impressive 397%, highlighting a keen understanding of wealth management strategies and successful implementation

●Consistently surpassed quarterly performance targets by an exceptional margin, ranging from 101% to 200%, underscoring a consistent track record of exceeding expectations

Skills

Communication Skills, Customer Relations, CRM software, Problem-Solving, Empathetic Listening, Product Knowledge, Conflict Resolution, Adaptability, Technical Proficiency, Time Management

Education

Bachelor of Science in Business Management University of Phoenix

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