Customer Service Branch Manager

Luljeta Bozgo

*** ********** ****, ***** *******, MA, 01845 ***.*****@*****.*** 617-***-****

Excellent knowledge of and adherence to bank operations, security, compliance and cash handling policies and procedures. Self-motivated and detailed-oriented with excellent organizational skills. Assistance in the collection and consolidation of a wide range of data information for use in a variety of analytic activities. Excellent customer service. EMPLOYMENT HISTORY

Branch Manager – Santander Bank March 2022 – April 2024

• Primarily responsible for all bank operations and reported directly to the district executive.

• Developed sales strategies and operation logistics for the branch; customer service scorecard was consistently ranked over 90% and all audit procedures were successful.

• Developed technical proficiency with the bank’s management system which was used for all banking operations.

• Built relationships with new and existing customers as part of the bank’s monthly goals to open new accounts; exceeded sales goals by almost 3x on average (~35 new monthly accounts goal vs ~90 personally achieved) which contributed to the bank being ranked top district quartile in sales.

• Led and guided a team of 6 banking employees in their day-to-day operations and tasks; provided training, coaching, development, and motivation for team members through daily meetings and more.

• Ensured that daily operations, procedures, and policies were properly adhered to.

• Consistently ranked as a top performer (1st out of 6 employees) in monthly internal employee challenges.

• Facilitated daily meetings to share the sales results, celebrate achievements, and set commitments. Branch Manager – Citizens Bank August 2020 – March 2022

• Managed the administration of sales, service, operational efficiency, risk applications, internal control and HR management activities to meet bank objectives for the branch.

• Supervised and coached 4-5 branch team members to promote and maximize sales opportunities.

• Fostered a culture within the branch in which quality and continuous improvement on all performance accountabilities are understood and utilized by all team members.

• Ensured the team is focused on the acquisition of new business and personal relationships and the retention and expansion of existing relationships.

• Directed the development, implementation and use of productive sales strategies and techniques, generating additional bank business through any mean or channel provided by the company.

• Participated in branch functions and community activities to promote banks image and growth ensuring that Citizens Bank maintains a strong local presence.

• Delivered Customer First Service Excellence which meets and exceeds the customer's’ expectations. Assistant Branch Manager – Citizens Bank April 2019 – August 2020

• Delivered exceptional customer service and accomplished client objectives.

• Supervised the performance of sales, operations and customer service in the absence of the Branch Manager.

• Identified sales opportunities with new and existing customers.

• Achieved bank revenue goals through individual sales and drove new leads through daily customer contact.

• Provided leadership and trained employees to increase bank goals along with customer performance goals.

• Assisted in branch monetary audits along with individual cash drawer audits.

• Applied and followed federal and bank policies in new sales transactions. Relationship Banker – Citizens Bank October 2016 – April 2019

• Managed client accounts and provided personalized financial counseling.

• Responsible for providing all banking and financial services.

• Worked closely with loan officers, business bankers, and financial advisors to increase sales.

• Assist managers with daily operations of branch and lead team of bankers to operate branch efficiently.

• Maintained strict compliance with bank’s standards.

• Capable of performing any of the Relationship Banker functions to enhance the customer experience.

• Mastered the write up of loan documents as well as the use of Banker and Teller programs.

• Created and maintained an organizational system for official bank documents and records.

• Maintained regular compliance training to remain within protocol at all times. Customer Service Manager /Accounting Specialist – Biga Breads 2005 – 2015

• Responsible for maintaining and updating the database of 400 customers.

• Communicated with customers to complete orders and problem resolution.

• Generated invoices, packed labels, packed reports and bread recipes.

• Ensured prompt and timely deliveries.

• Processed all incoming payments, prepare weekly accounting reports and handled payroll.

• Coordinated special events, requests, projects and communicated planes. Lead Cashier – Macy’s February 2003 – October 2007

• Monitored sales activities and ensured customers satisfaction.

• Received payment by cash, credit cards, or debits, and issued receipts, refunds, credits, or change due to customers.

• Managed customer traffic by providing speedy and efficient checkouts.

• Worked with other team members to provide a more efficient sales and workflow environment.

• Organize the cashier’s schedule and their shifts.

• Opened/closed registers and submitted cash discrepancies to Loss prevention team.

• Resolved customer disputes and opened store cards for customers.

• Trained staff to deliver outstanding customer service. Administrative Assistant – Task Force Falcon 1999 – 2000 Brown and Root Services (NATO) Ferizaj, Kosovo

• Responsible for the logistical operation, which provided supplies and material support for all task force personnel.

• Maintained and supervised scheduling of about 65 employees.

• Maintained and created daily, weekly and monthly reports. Interpreter and Translator 1997 – 1998

International Computer Company, Tirana, Albania

• Interpreted and translated documents from Albanian-English or English-Albanian.

• Assisted in the design of Juristi software, (database containing the Albanian legislation).

• Maintained and updated database containing the Albanian legislation.

• Assisted in the design of database software for Human Resources Management. LANGUAGE SKILLS

Fluent in English, Spanish, Turkish, Italian, Albanian and French. TECHNICAL SKILLS

Microsoft Office (Word, Excel, Access), Google Suite. EDUCATION

Continuing education - Computer Science 2001-2002

Quincy College, Quincy, MA

BA Equivalent – Business Administration 1997-2000

University of Tirana, Albania

REFERENCES UPON REQUEST

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