Candice Carvalho
206 Brightwater Drive, Dallas,GA
Summary
Financial industry leader specializing in client relationship management and operational excellence. Proven track record of enhancing customer satisfaction and achieving branch objectives. Skilled in team coaching and mentoring, promoting collaboration through effective problem-solving and critical thinking.
Overview
15
15
years of professional experience
Work History
AVP Branch Manager
Regions Bank
East Marietta, GA
08.2024 - Current
- Managed Denovo branch operations, cultivating strong book of business through community outreach.
- Achieved deposit and lending goals, driving new revenue growth for the branch.
- Recognized as top customer service-rated branch with 98.6% client satisfaction average.
- Monitored staff performance, providing actionable feedback to enhance productivity.
- Implemented solutions based on customer feedback to improve service delivery.
- Facilitated meetings to evaluate progress toward objectives and adjust strategies accordingly.
- Analyzed financial data, uncovering trends that guided strategic decision-making.
- Educated clients on financial wellness, advising on consumer and business products.
Escalations Manager
Truist Bank
Atlanta, GA
06.2019 - 05.2023
- Resolved client escalations across Consumer, Commercial, and Fraud sectors through effective problem recognition and resolution.
- Delivered exemplary service via strong verbal and written communication, ensuring timely follow-up.
- Maintained in-depth knowledge of company products, services, policies, and operational guidelines.
- Identified organizational risks and implemented appropriate responses to mitigate them.
- Investigated complex client matters through telephone support, providing effective resolutions.
- Tracked customer issues to ensure prompt resolution of complaints and concerns.
- Participated in internal customer service training sessions to enhance team knowledge and service quality.
- Prepared training presentations for team meetings to communicate business changes and new procedures.
- Maintain 97.5% to 100% of my goal in client experience, process quality, adherence, and tracking accuracy.
Team Lead
Regions Bank
Smyrna, GA
10.2017 - 05.2019
- Co-managed a team of 6 to enhance coaching and development for branch sales goals.
- Cultivated relationships with local business owners through targeted marketplace outreach.
- Expanded client connections via phone contact and in-person consultations with assigned households.
- Conducted face-to-face financial consultations to recommend tailored cross-sale solutions.
- Generated new leads for personal and commercial banking opportunities.
- Assisted personal and commercial clients with diverse banking needs, including lending services.
- Evaluated staff performance and implemented coaching strategies to improve efficiency.
- Influenced organizational change through strategic thinking, innovation, and effective leadership.
Financial Consultant
PNC Bank
Roswell, GA
01.2016 - 09.2017
- Opened new de novo location, establishing a comprehensive book of business for deposit and lending goals.
- Expanded client relationships through phone contact and in-person consultations with assigned households.
- Conducted face-to-face financial consultations, recommending cross-sale and onboarding solutions.
- Executed opening and closing procedures, ensuring adherence to branch compliance initiatives.
- Cultivated relationships with local business owners through targeted marketplace outreach.
- Achieved sales targets related to client solutions, including credit cards, loans, and checking and savings accounts.
Teller Manager
Bank of America
Roswell, GA
02.2010 - 12.2015
- Generated weekly reports for banking center to enhance operational oversight.
- Contributed to market goals, achieving 10% increase in referral targets.
- Conducted 360 coaching focused on G.U.E.S.T standards for service excellence.
- Ensured timely dispatch of proof work to maintain workflow efficiency.
- Executed vault and night drop duties with adherence to security protocols.
- Processed customer financial transactions accurately, minimizing errors.
- Oversaw operational tasks, preparing branch and staff for audits effectively.
- Managed team of 5 tellers, fostering development to meet sales and service objectives.
Education
High School Diploma -
Roswell High School
Skills
- Leadership and teamwork
- Branch operations
- Revenue generation
- Staff performance
- Coaching strategies
- Team building
- Community outreach
- Critical thinking and problem solving
- Conflict resolution
- Decision making
- Effective time management
- Team collaboration
- Customer service excellence
- Client relationship management
- Financial oversight
- Coaching and mentoring
- Administrative operations
- Operational efficiency
- Client advocacy initiatives
- Sales management
References
References available upon request.
Timeline
AVP Branch Manager
Regions Bank
08.2024 - Current
Escalations Manager
Truist Bank
06.2019 - 05.2023
Team Lead
Regions Bank
10.2017 - 05.2019
Financial Consultant
PNC Bank
01.2016 - 09.2017
Teller Manager
Bank of America
02.2010 - 12.2015
High School Diploma -
Roswell High School
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