Bibiana Henao
Simpsonville,SC
Summary
Branch Manager with a proven track record at 1st Franklin Financial, excelling in operations management and customer service. Enhanced customer satisfaction ratings through effective issue resolution and team coaching. Skilled in performance goals, demonstrating a strong work ethic and exceptional time management to drive branch success.
Overview
18
18
years of professional experience
Work History
Branch Manager
1st Franklin Financial
08.2021 - Current
- Continuously monitored branch performance against key performance indicators, taking corrective actions as needed to ensure objectives were met or exceeded.
- Maintained friendly and professional customer interactions.
- Improved customer satisfaction ratings by enhancing service quality and resolving client issues promptly.
- Oversaw daily operations for streamlined efficiency, ensuring timely execution of tasks and optimal resource allocation.
- Collaborated with senior leadership on strategic planning initiatives to align branch objectives with corporate goals.
- Complied with regulatory guidelines and requirements.
- Examined customer loan applications for loan approvals and denials.
Senior Assistant Branch Manager
1st Franklin Financial
03.2019 - 07.2021
- Maintained strict confidentiality of sensitive information while managing complex filing systems for both physical documents and digital records.
- Oversaw daily operations within the department, delegating tasks efficiently and maintaining a positive work environment for all team members.
- Developed strong working relationships with internal departments and external partners, fostering seamless collaboration across teams.
- Provided exceptional support to executive leadership by managing schedules, coordinating travel arrangements, and preparing materials for meetings and presentations.
- Responded to customer concerns, working with manager to significantly raise customer satisfaction ratings.
Assistant Branch Manager
1st Franklin Financial
03.2014 - 03.2019
Senior Customer Service Representative
1st Franklin Financial
03.2013 - 03.2019
- Provided backup support during peak periods or staff shortages to ensure seamless service delivery to clients at all times.
- Established strong rapport with customers, fostering long-term relationships and repeat business.
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Demonstrated excellent multitasking abilities by managing multiple concurrent tasks while ensuring timely completion.
Customer Service Representative
1st Franklin Financial
12.2006 - 03.2019
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Collaborated with team members to develop best practices for consistent customer service delivery.
Education
Engineering - Food And Nutrition
Lasalle University
Medellín, Colombia 11.1998
Skills
- Branch operations management
- Customer service
- Customer relationships
- Excellent time management skills
- Excellent work ethic
- Coaching and mentoring
- Operations management
- Goals and performance
- Collections
Languages
Spanish
Native or Bilingual
Timeline
Branch Manager
1st Franklin Financial
08.2021 - Current
Senior Assistant Branch Manager
1st Franklin Financial
03.2019 - 07.2021
Assistant Branch Manager
1st Franklin Financial
03.2014 - 03.2019
Senior Customer Service Representative
1st Franklin Financial
03.2013 - 03.2019
Customer Service Representative
1st Franklin Financial
12.2006 - 03.2019
Engineering - Food And Nutrition
Lasalle University