Michelle Alcalen
Sonoma,CA
Summary
Highly motivated, performance driven, agile business professional offering 20+ years of management experience, strong customer orientation, and well developed communication skills with the desire to take on new challenges. Highly proficient in coaching, leading and motivating teams, developing creative solutions and implementing objective decision making. Maintains a positive attitude and works effectively under pressure, as well as maintaining and deepening professional relationships.
Overview
29
29
years of professional experience
1
1
Certification
Work History
Mortgage Loan Associate
California Pacific Financial
Brentwood , CA
09.2022 - Current
- Analyzed applicants' financial status, credit and property evaluations to determine feasibility of granting loans.
- Developed and maintained knowledge of available loan products, processing procedures and underwriting and general departmental guidelines.
- Reviewed loan agreements to confirm completeness and accuracy.
- Answer customer inquiries involving rates, products and loan application status to facilitate quality customer service.
Branch Manager III, Assistant Vice President
USBANK
Sonoma, CA
01.2021 - 09.2022
- Responsible for Sonoma, and Napa County Locations.
- Communicated with Teams to ensure all employees are clear on work priorities and activities, and maintain high levels of customer service.
- Coach to identify training needs, career progression opportunities and partner with staff to create individual professional development plans.
- Appropriately assess risk when business decisions are made. Demonstrating consideration for the Bank's reputation, its clients and assets. Driving compliance and adhering to Policy, while applying sound ethical judgment regarding personal behavior, conduct and business practices. Escalating, managing and reporting control issues with transparency, as well as effectively supervise the activity of others and create accountability with those who fail to maintain these standards.
- Leader of Employee Engagement initiative for the district. (Non Sales Driven) Provided employees the resources for Individual development, Mental wellbeing, business resource groups, as well as a forum for collaboration, and peer recognition.
In Store Branch Manager I/II
Assistant Vice President, USBANK
Napa, California
10.2016 - 12.2021
- Managed and inspired team members to perform to full potential, driving branch profitability, as well coaching teams to provide superior customer experience, and build strong rapport with new and existing clients to better serve financial needs and promote branch loyalty.
- Maintained regular performance appraisals for subordinates through verbal, written and on-going review programs.
- Increased efficiency and drove branch revenue by optimizing daily operations, deepening of internal and external network of partners, and community outreach activities. All efforts led to multiple Branch Quarterly Top Performer Awards from 2017-2020.
- Led multiple initiatives for the Districts such as Workday Scheduler for the 80's corridor, and Napa County locations to ensure adequate staffing levels. (Assigned by Nomination of District's Leadership team)
- Led District's Banker Academy Program Initiative to help provide additional resources to support sales and product information to Bankers.
Senior Personal Banker/Assistant Manager
US Bank
Napa, CA
04.2010 - 10.2016
- Collaborated with store manager to develop strategies for achieving sales and profit goals by being a mentor for the team to enhance skills and achieve daily targets, using hands-on and motivational leadership, as well as leading by example.
- Assisted supervisor in evaluating employee performance and cultivating improvement initiatives by providing team members constructive feedback to promote better productivity and build confidence.
- Resolved customer inquiries and complaints requiring management-level escalation.
- Reviewed completed work to verify operational consistency, quality and conformance.
- Built positive and productive customer connections by updating KYC, while discussing financial options to clients and deepen relationships. Proven results led to multiple Individual Quarterly Star of Excellence awards from 2011-2016.
Mortgage Consultant
Century 21 Pinnacle/ Approved Lending
Richmond, CA
02.2004 - 04.2010
- Developed and maintained relationships with local real estate agents.
- Met with applicants to obtain information for loan applications and answer questions about loan process. As well as analyze applicants' financial status, credit history, and property evaluations to determine feasibility of granting loans. Provide solutions for clients with credit challenges, and be the main contact for customer inquiries, and concerns.
- Stayed abreast of lending regulations, industry trends and market rates.
- Collaborated with company teams to expedite loan approval processes.
Retail Store Manager- Lead
Perfumania
Milpitas, CA
03.1994 - 03.2005
- Led a team of sales associates ranked in the top 10% of employees in the company for quality sales. All contributed to YOY increase in production ultimately reaching 100% increase in net sales by year 3 for both locations assigned.
- Planned and maintained strong working relationships by hiring, and training positive, enthusiastic employees to boost talents of retail teams.
- Coached and mentored employees by offering constructive feedback and taking interest in long-term career growth.
- Boosted company sales by developing and implementing strategic marketing approaches, and create engaging merchandise presentations, and product placements to motivate impulse shopping as well as seamless cross-selling of complementary items.
- Awarded Manager of the year 4 years consecutively. (2001-2004)
Education
FHA Processing And Underwriting Lender Certificate
HUD Santa Ana Home Ownership Center
Santa Ana, CA2009
Real Estate Principles Certificate
Rockwell Institute
Bellevue, WA2005
Business Management/Marketing
Cal State Hayward University (Cal State East Bay)
Hayward1999
Skills
- Informed around Banking Products and Services
- Coaching and Mentoring
- Relationship Building
- Customer Service, and customer relations
- Business Development
- Team Building Leadership
- Open minded, receptive, and curious
- Creative and Innovative
- Time Management, Prioritizing, Planning, and Multitasking
- Staff Recruitment and Hiring
- Adaptable to Changing Conditions
- Creditworthiness Determination
- Attention to Detail, and Problem Solving
- Loan Application Processing,
- Loan File Review
- Consumer and Business Loan Origination
- Working knowledge of Microsoft Office, Excel, Powerpoint, Outlook, and Teams
Certification
- Notary Public - California, Sonoma County
- Commission valid through 10/10/2025
Timeline
Mortgage Loan Associate
California Pacific Financial
09.2022 - Current
Branch Manager III, Assistant Vice President
USBANK
01.2021 - 09.2022
In Store Branch Manager I/II
Assistant Vice President, USBANK
10.2016 - 12.2021
Senior Personal Banker/Assistant Manager
US Bank
04.2010 - 10.2016
Mortgage Consultant
Century 21 Pinnacle/ Approved Lending
02.2004 - 04.2010
Retail Store Manager- Lead
Perfumania
03.1994 - 03.2005
FHA Processing And Underwriting Lender Certificate
HUD Santa Ana Home Ownership Center
Real Estate Principles Certificate
Rockwell Institute
Business Management/Marketing
Cal State Hayward University (Cal State East Bay)