Executive
Resume:
Leticia Jimenez
Bell, Ca. 90201 ***************@*****.***
District – Territory Manager
Customer Experience… Sales Execution… Operational Excellence… People Development
Lead… Coach… Manage
Retail Banking Manager with over 11 years of experience in the financial services industry. A strong and proven background in customer experience, sales execution, human resources and operational management. Outstanding communication skills with a demonstrated ability to grow talent, lead, manage, coach and inspire a team of 750 associates in 2 distinct geographical markets throughout Southern California. Extremely capable of delivering flawless execution of corporate/divisional initiatives throughout retail stores by means of associate coaching and development to ensure a consistent customer experience and financial results.
Core Strengths
· Sales / Service Execution · People Development
· Product / Process Delivery · Communication Skills
· Strategic Business Planning · Performance Management
· Reporting / Financial Analysis · Business Partner Alliances
Career Experience
Bank of America
Senior Vice President / Consumer Market Executive
Los Angeles, CA (10/2007 – Present)
Led 19 retail stores, 350 associates in Los Angeles to achieve the #2 ranked market across the franchise in overall performance. Market grew deposit base by 600 million in 12 month period.
Achieved 30 percent year over year deposit sales growth by means of coaching to consistent sales processes across all stores in market.
Recruited and developed 2 Banking Center Managers which became Market Managers for the organization.
Ranked #1 in Associate Turnover, Total Small Business Units, Customer Experience (SPPY), and Total Unit Sales.
Senior Vice President / Customer Experience Executive
Los Angeles, CA (6/2007 – 10/2007)
Influenced and coached 14 Consumer Market Executives in Los Angeles and Central California to achieve historic results in Overall Satisfaction
Created a “pilot program” around service execution and behaviors which included the directing and production of “Service Process” DVDs which were implemented and delivered across Los Angeles.
Led “Customer Focus Groups” in Los Angeles to create a strategic service plan process to improve overall performance in customer satisfaction.
Senior Vice President / Consumer Leadership Program
Los Angeles, CA (1/2007 – 6/2007)
Led and influenced the Region in the area of Consumer Real Estate through associate development, education, and skill building processes.
Region went from 8% of markets funding for incentive to 93% of markets funding, which created a culture of confidence and positive associate morale.
Region achieved 20% in year over year growth in total Consumer Real Estate dollars booked.
Vice President / Market Sales Manager
West Los Angeles, CA (12/2005 – 1/2007)
Managed 34 stores and over 500 associates in West Los Angeles.
Market ranked #1 in the franchise in overall performance and grew deposits base by 900 million in a 12 month period.
Achieved 20% year over year deposit sales growth by means of consistent sales processes across all stores in Market.
Developed 4 Banking Center Managers to become Consumer Market Managers.
Vice President / Store Manager
Los Angeles, CA (3/2002 – 12/2005)
Responsible for overall store’s performance in customer service, sales results, associate turnover, and expense management.
Consistently ranked in the top 5% across the franchise during store management tenure.
Accomplishments
Award of Excellence recipient every year since 2002
Customer Experience World Class Award” recipient- 2008
Associate Turnover Award recipient- 2008
Relevant Skills
Fluent in Spanish
Proficient Computer Skills
Media Presentation and Communicational Skills
Educational Experience
University of Redlands- MBA
Retail Bank School of Management- Charlotte, NC (1/2007 – 6/2007)
University of California Riverside-Bachelor Degree in Business Administration/ Sociology- Riverside, CA (9/1995 – 12/1999)
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