Bilingual Banking Leader with Recruiting Expertise

MANUEL RIVERA

**** ****** **** **, *****, Ga ****9

(901) 258 - 4900

***************@*****.***

http://linkedin.com/in/manuel-rivera-2b98291bb

PROFESSIONAL SUMMARY

Bilingual, fluent in Spanish and English. Experienced Banker, Customer Service Specialist, Operations Manager, Human Resources Specialist, Recruiter, and Military Veteran with 18+ years of proven experience in the United States Navy. Accomplished measurable results while leading teams of 55 in a dynamic, fast - paced environment. Possess a comprehensive background in Recruiting and Training derived from conducting domestic and global operations off of the Atlantic and Pacific Coast. Managed risk upon multiple lines to protect assets property and equipment valued over $30M while meeting the expectations of senior leadership. Possess extensive knowledge in Career Development and Organizational Policy Implementation. Recipient of multiple awards for outstanding performance and professionalism in both the United States Navy and Bank of America. Career supported by Department of Defense certifications and a Bachelor of Science in Business Administration.

•Recruitment / Sourcing

•Team Leadership / Supervision

•Prospecting / Sales

•Fast-paced / Flexible

•Mentorship / Guidance

•Training and Development

•Policy Implementation

•Restructuring / Joint-ventures

•Assessments / Evaluations

•Organization / Communication

•Microsoft Office Suite

•Interact/Merlin Teller/Channel Link

PROFESSIONAL EXPERIENCE

PNC BANK – Remote, USA 2022 - Present

Virtual Customer Service & Support Representative Sr. - Lending Services

Performs various duties on the phone to include:

•Customer service activities and initiatives for a broad range of products, services and problem resolution that occurs across multiple channels for customers.

•Receives, investigates and responds to customer inquiries regarding products, services and issues via all channels through which customers are served.

•Resolves customer service inquiries and issues. Recommends appropriate solutions. Refers complex or reoccurring issues.

•Maintains high levels of customer satisfaction consistent with company's core values. Demonstrates commitment to quality through customer and service partner interactions.

•Documents customer interactions and completes service requests to minimize customer effort or additional action.

SUNTRUST – West Memphis, AR 2017-2020

Personal Banker IV (PB)

Performed various duties on the platform side to include:

•Advise customers on bank services for their needs (e.g., loans and credit cards)

•Manage customer bank accounts; open, close and oversee transactions

•Resolve issues with banking services and accounts

•Refer clients to in-house financial experts, as needed

•Reach out to potential customers to generate new business

•Present financial products and services to existing and prospective customers

•Perform administrative duties (e.g., generating reports)

BANK OF AMERICA – Greater Memphis Area 2015 - 2017

Financial Center Operations Manager (FCOM), Relationship Banker (RB)

Played a critical leadership role in the financial center and required to exercise discretion and independent judgment, as necessary. Was accountable for the operations of the financial center with oversight of functions that service the teller line, day-to-day policy and procedure adherence, and improvement of financial center performance. Assume leadership responsibility for the financial center in the financial center manager’s (FCM) absence and ensured that the FCM’s directives were implemented.

Responsible for assisting and educating customers on self-service banking options (for example, mobile, online, ATM) and building and deepening customer relationships. Also trained in cash transactions and process transactions both accurately and efficiently when needed. Often exceeded monthly and quarterly sales goals. Provided Notary Public Services for Financial Center Clients as a Commissioned Officer for the State of Tennessee.

UNITED STATES NAVY – Various Global Locations 1997 – 2015

Career Development Counselor

Lead employees through mentorship and guidance toward achieving positive career goals and job fulfillment

•Trained and mentored 55 stationary and transitioning service members while establishing a 90% retention rate

•Contributed and directly managed the overall effectiveness of organizational readiness achieving a rate of 92%

•Evaluated and assessed 25 personnel to establish guidance toward successful promotions within a conversion period of 1 year

•Presented career initiatives and guidance through public speaking presentations to crowds of 70 or more

•Prepared 24 promotion documents to support internal growth and to support the reduction of overall attrition rate

Recruiter

Sourced, interviewed, and placed candidates for active duty Navy positions; presented and negotiated contract options and service obligations to develop realistic career goals

•Exceeded company recruitment goals, ranking in the top 20% of the state; annually produced 120% of yearly assigned recruiting mission

•Presented 750+ in-home presentations to recruit and family members to determine potential career opportunities, benefits, and provide answers to concerning questions

•Organized and ran more than 65+ new recruit functions for over 1,200+ potential reserve, National Guard, and regular Navy recruits from activities of sports, field days, picnics, and physical training sessions

•Coordinated monthly training sessions for 30-45 incoming personnel; mentored and trained new employees on policies and procedures

Human Resources Manager

Reviewed staffing needs, initiated recruitment actions, evaluated performance, and determined work assignments and training needs; managed a turnover log and conducted shift-to-shift pass down with accurate turnover information

•Delivered projections for Education and Training requirements; determined validity and assessed cost associated with all aspects of training; conducted in-depth training to orient employees to business philosophy, policy, quality and specific job tasks

•Addressed employee relations issues, such as harassment allegations, work complaints, or other employee concerns

•Maintained and updated human resources documents; organizational charts, employee handbooks, directories, and performance evaluation forms

•Coordinated monthly training sessions for 30-45 incoming personnel; mentored and trained new employees on policies and procedures

Fleet Reserve Readiness Manager

Ensured organizational readiness for reserve center capabilities to secure national defense initiatives throughout the world

•Trained 32 personnel on various organizational initiatives and motivated them to explore additional tasks that directly contributed to the success of the organization’s total effectiveness

•Trained and mentored 55 stationary and transitioning service members

•Contributed and directly managed the overall effectiveness of organizational readiness achieving a rate of 92%

•Maintained organizational readiness certifications and qualifications to sustain resilient time constraints

•Provided training to 30 personnel using PowerPoint on various organizational policies and procedures

Electronics and Computer Analyst

Performed organizational and intermediate maintenance on digital computer equipment, subsystems, and systems; operated and maintained combat and weapons direction systems, surface-to-air and surface-to-surface missile systems, and gun fire control systems at the organizational and intermediate level valued over $30M

•Analyzed fire control systems failures and directed corrective maintenance action; coordinated shop activities and served as weapon systems test coordinator

•Diagnosed non-routine malfunctions and provides the expertise necessary to affect repairs; inspects completed work assignments; tests, analyzed, isolated faults, and maintained digital computers; prepares weekly maintenance schedules

•Plans and implements inspection programs and safety inspections; prepared periodic reports; served as shop supervisor; prepared quarterly maintenance schedules

•Directed and coordinated work performed by assigned technicians in the functional integration and operation of all elements of the AEGIS weapon system MK-7, including the interface with other systems

•Directed and supervised efforts of AEGIS Fire Control System MK-99/Operational Readiness Test System MK-1 technicians

EDUCATION / CERTIFICATIONS

Bachelor of Science in Business Administration (Marketing) – Columbia Southern University

Recruiting and Retention Certification – U.S. Navy

Organizational Safety Manager Certification – U.S. Navy

Quality Assurance Inspector Certification – U.S. Navy

Advanced Firefighting Certification – U.S. Navy

Records Management Course – U.S. Navy

Equal Opportunity Course – U.S. Navy

Advance Leadership Development Course – U.S. Navy

NOTABLE AWARDS

Meritorious Unit Commendation Medal (x2)

Navy and Marine Corps Achievement Medal (x4)

Sea Service Deployment Ribbon (x4)

Gold Wreath Award (x10)

TECHNICAL SKILLS

Software: Microsoft Office (2003, 2007, 2010)

Microsoft Office Suite (Word, Excel, PowerPoint, OneNote, Outlook), SharePoint

Operating Systems: Mac / Microsoft Windows (95, 98, XP, Vista), Windows 7, Windows 8

Foreign Language: Spanish (Fluent)

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