Customer Service Quality Control

Nicolas J. Santangelo

**** ********* ********** *** **** Jacksonville FL 32211 ************@*****.*** 904-***-****

MANAGEMENT PROFESSIONAL:

Award winning customer service manager, skilled in coaching best practices, training and development, and relationship building with new and potential clientele. Ability to manage a multifunctional team in an operational or sales environment. Experienced in Bank management and Retail sales management. NMLS Certified.

PROFESSIONAL EXPERIENCE

Lyons Commercial Data/Autoscribe Corporation, Jacksonville, FL July 2024

Sr. Business Development and Account Manager

Develop sales strategies to attract potential buyers or solicit new customers.

Collaborate with sales executives to ensure the company's goals and targets are achieved.

Develop different strategies as the market demands.

Provide technical support for onboarding and new client training sessions

Initiate contact with potential customers by calling or responding to inquiries to generate new sales opportunities.

Research target customers thoroughly and develop an informed approach when responding to inquiries.

Build a comprehensive understanding of the Company’s products and services to function as an expert with prospects and leads.

Identify how our solutions meet potential client needs and present products for consideration.

Move solid leads to a salesperson, and arrange in-person meetings, emails, or phone calls.

Manage and maintain a pipeline of interested prospects following up with potential customers who expressed interest but did not purchase any goods or services.

Develop outbound lead generation campaigns to improve the company’s brand name and target new prospects.

PRP Wine International, Jacksonville, FL 2019-2024

Branch Manager/ Wine Consultant July 2024-June 2024

Responsible for the Northeast Florida Region, recruiting and human resource functions.

Sales manager, provides Coaching, Training and Development

Ensures sales and marketing for the region, events in home wine tasting experience and tradeshows

Manages a staff of 5-15 to ensure sales goals are made above and beyond

Sales and Inventory audit controls

Extensive wine knowledge training

Food and Wine Pairing preparation and presentation training

FedEx, Jacksonville, FL 2017-2019

Driver

Deliver packages to various locations

Dot Certified

SunTrust Bank, Jacksonville, FL 2016-2017

Personal Banker IV

Loan Processing

Mortgage originations (various loan types)

Wealth management

Risk management

Internal auditing and quality control

Woodforest National Bank, Jacksonville, FL 2013-2016

Branch Manager

Manages a staff of 5 to ensure quality of training, account production, lending and personal banking

·Training and Development

·Quality audits/quality control

·Budget and goal forecasting

·Vault and cash handling operations

·Lending origination and closing/compliance

PHH Mortgage, Jacksonville, FL 2012-2013

Loan Processor

Responsible for the processing of loans after registration, ensure compliant processing and accurate closing procedures

•Quality audits/quality control

•Loan Processing (various loan types)

•Escalate research issues

•Reporting

•Inbound/Outbound calling

First Florida Credit Union, Jacksonville, FL 2009-2012

Branch Manager

Manages a staff of 6-10 to ensure quality of lending, mortgages and general personal banking

Quality audits/quality control

Loan Processing (various loan types)

Escalate research issues

Reporting

Inbound/Outbound calling

Provides continual coaching and mentoring to staff

Urban Trust Bank, Jacksonville, FL 2008-2009

Assistant Vice President, Branch Manager

Manages a staff of 8-10 to ensure production goals are met and monitors personal banking and sales

Training

Coaching and Development

Quality audits/quality control

Budget and goal forecasting

Vault and cash handling operations

Lending origination, closing and compliance

Sun Trust Bank, Jacksonville, FL 2006-2008

Branch Manager-Retail Banking and Investment Service/ Financial Sales Rep

Manages a staff of 8 banking professionals for in-store retail banking

Loan Processing, origination and compliance

Mortgage originations (various loan types)

Wealth management

Risk management

Internal auditing and quality control

BB&T Branch Banking and Trust, Jacksonville, FL 2005-2006

Relationship Banker

Assisted in loan originations and closing on various loan types. Ranked in the top 5% of production Company-wide.

Promoting new account services

Mortgage lending and Loan Processing

Compliance

Customer profiling

Compass Bank, Jacksonville, FL 2003-2005

Floating Financial Customer Service Representative:

Responsible for the coverage of 22 financial banking centers along with a proactive approach in promoting all products and services offered.

New account setup

Research

Loan Origination and Loan Processing

Compliance

New account/Lending Audits

SouthTrust Bank, Daytona Beach, FL 2001-2002

Financial-Customer Service Representative

Responsible for promoting all products and services offered, soliciting and maintaining customer relations, lending practices/origination, processing and closing, financial consultation, and alternative investment counseling.

New account setup

Loan originations and Loan Processing (various loan types)

Financial needs assessment profiling

Mellon PSFS Bank N.A, Vineland, NJ 1997-2000

Branch Manager –Retail Banking and Investment Service

Responsible for generating, maintaining and servicing profitable financial relationships for the branches over all annual goals. Originate and approve applications for home equity loans, business equity lines of credit, unsecured lines of credit, commercial and residential mortgage, and security based loans.

Managed a staff of 8-10 banking professionals.

Provided coaching and development sessions

Loan Origination and Loan Processing

Compliance

Audit and Quality control

EDUCATION:

Atlantic Cape College, Mays Landing, NJ Business Management, Florida State College, Jacksonville, FL

Ambassador Christian Academy, Glassboro, NJ College Preparatory High School

ADDITIONAL SKILLS:

20 years of retail banking management and loan origination, loan processing and closing on various types of loans Home Equity Specialist, Microsoft office efficient, bank software applications, Novell, Bank Star, BankPro, Kronos, Altell, Fidelity, MSP, Host, Pega, DOD (Department of Defense), i-Vault, InfoSource, CCW (Customer Care Workbench), Iperformease Cash, Idesk Argo, Microsoft Office Salesforce, LinkedIn,

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