Alma Carreon-Sanchez
San Pedro,CA
Summary
Results-driven Retail Banking Customer Service Manager with 28 years of experience in leading and developing high-performing teams to deliver exceptional customer service experiences. Proven track record of increasing customer satisfaction scores, reducing customer complaints, and improving overall operational efficiency. Skilled in implementing customer service strategies, managing customer escalations, and fostering a customer-centric culture within the organization. Strong communication, problem-solving, and leadership skills to drive results and exceed customer expectations.
Overview
30
30
years of professional experience
Work History
Customer Service Manager
Malaga Bank FSB,
03.2009 - 09.2022
- Full knowledge of all aspects of branch operations in accordance with established policies and procedures.
- Responsible for quality control in regard to all branch audits and certifications ensuring operational integrity of branch.
- Responsible for direct supervision, training, motivating, scheduling and progressive discipline of all branch staff in accordance with Bank Policies and procedures.
- Consistently applies superior decision-making pertaining to inquiries, approvals and requests as they apply to existing Policy and Procedure within assigned approvals and authority limits.
- Provides superior customer service and strengthens existing customer relationships through quality customer and operational service, leading to acquisition of new accounts both consumer and business to achieve branch goals.
Assistant Bank Manager
Citibank, NA
03.1993 - 02.2009
- Supervised daily operations, ensuring excellent customer service and adherence to banking policies and procedures
- Managed team of tellers and personal bankers, providing coaching and training to enhance performance
- Conducted regular audits and reviews to assess branch performance, identify areas for improvement, and implement corrective actions as necessary
- Conducted performance evaluations and provided mentorship to front-line staff to improve customer service and meet sales targets
- Acted as a key point of contact for escalated customer inquiries and concerns, resolving issues promptly and effectively to maintain high levels of customer satisfaction
Education
Phineas Banning High School
Wilmington CA 06-1987
Skills
- Leadership
- Interpersonal communication
- Problem resolution
- Customer service
- Team building
- Writing skills
Languages
Spanish
Native or Bilingual
Timeline
Customer Service Manager
Malaga Bank FSB,
03.2009 - 09.2022
Assistant Bank Manager
Citibank, NA
03.1993 - 02.2009
Phineas Banning High School
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