Carla Gomez
Flemington,NJ
Summary
Highly motivated and results-oriented Financial Services Manager with 15+ years of experience exceeding sales targets, leading diverse teams, and driving operational excellence. Proven ability to build strong client relationships and consistently achieve top performance. Seeking a challenging position to leverage my leadership and management skills while contributing to revenue growth and team success.
Overview
10
10
years of professional experience
Work History
Financial Center Manager; VP
Bank of America
02.2022 - Current
- Achieved FC Excellence in 2023 and Q1 2024.
- Better Money Habit and Digital Champion for the Market.
- Ensure proper risk discipline, controls and culture are in place to identify, escalate and debate issues.
- Provide inspection, coaching and feedback to motivate, differentiate and improve performance through credible coaching.
- Deliver results by effectively prioritizing, inspecting and appropriately delegating teamwork.
- Achieved optimal performance in Q4 2022, 2023 and Q1 2024 in all 5 categories for Client Centric.
- Provide support to multiple Financial Center as needed for the Market.
- Mentor staff members in sales techniques, product knowledge, and industry best practices to maximize performance levels consistently.
- Improved financial center performance by implementing effective sales strategies and staff training programs.
- Built and lead high-performance team focused on achieving sales and service goals.
- Developed strategic plans for day-to-day financial operations.
Financial Center Manager; VP
Bank of America
12.2019 - 02.2022
- Inaugurated a New Financial Center 2.0
- Finished Optimal generating $2.75 Million new money in deposit gross within the first quarter of Financial Center being opened and established a new client-based pipeline for the Center.
- Overcame challenging market conditions by adapting strategies, strengthening client relationships, and maintaining service excellence standards.
- Enhanced customer satisfaction with exceptional service, relationship building, and personalized banking solutions.
- Collaborated with cross-functional teams to develop comprehensive financial solutions for clients'' unique needs.
- Coordinated community outreach events to strengthen brand presence locally while establishing meaningful connections within the area served.
- Identified solutions for clients based on their needs and can resolve problems independently or bring in partners as needed.
Market Leader; VP
Bank of America
06.2019 - 12.2019
- Led 10 teams and operated as a business owner of my market by observing and coaching my teams and individual performance to collectively meet goals, establishing action plans as applicable through observation and coaching.
- Attracted and retained talent by personally investing in talent management through interviewing and hiring financial center employees.
- Understand solutions we provide and build relationships with teammates and partners to assist clients with financial needs through a holistic conversation.
- Adhere to policies and procedures through education of regulatory policies, employee, and client safety procedures.
- Ensured day-to-day activities comply with standards by observing and coaching teammates in customer service, operational procedures, transaction accuracy and client engagement.
Proficiency Coach; VP
Bank of America
08.2018 - 05.2019
- Direct responsibility for overseeing employees throughout their new hire learning experience
- Ensured new hire skill development through a blend of both in person and virtual one on one routines, skill builder activities, direct coaching, and action planning
- Instilled the fundamentals of who we are as a company and inspire the adoption of concepts such as our purpose, strategy, operating principles, commitments, and values to all new to role employees
- Monitored training completion, complete Certification Check-Points and observed skill development and drive effective execution of the sales framework including Client Management Process (CMP), Life Priorities, Preferred Rewards and our One Team strategy
- Updated market leaders on progress, strengths and opportunities through regular communication routines
- Worked with 5 different Regions throughout the Company.
Financial Center Manager; VP
Bank of America
12.2016 - 08.2018
- Led 8 banking professionals by implementing training, engaging in proactive problem solving, and ensuring company compliance
- Delivered outstanding performance with client care in 2017, top 2% in the company by adhering to all company standards and continuing to deliver in 2018
- CSR Champion for the Broward-Dade Market in 2017 and 2018
- Peer coach for incoming leaders and associates for the Fort Lauderdale North Miami area
- One Team Champion for the Hollywood Market
- Improved employee retention through staff promotions (Developed five associates), family-like gatherings and merit-based pay increases.
Financial Center Operations Manager; Officer
Bank of America
08.2015 - 12.2016
- Managed and Ensured Operational excellence throughout the financial center
- In charged of leading the New CSR development program to increase BCR throughout the market
- Overseeing the tasks of the CSR in the Financial Center and held them accountable for their responsibilities through action planning and coaching
- Provided world class service to our client by utilizing all the technology available and showing all the alternative ways to bank.
Personal Banker
Bank of America
09.2014 - 08.2015
- Built strong relationships with my clients by utilizing all the tools that I was giving and stayed proactive with processes and conversations
- Grew and retained relations with my clients
- Applied critical thinking and problem-solving skills to meet customer’s expectations of great customer service and helped them achieve their financial priorities by taking ownership of their interactions
- Optimized every client interaction by using client tailored opportunities and having conversations based on their life events
- Was Top performer all year and Received a Silver Award for a client outreach role play with Our Consumer Division Executive.
Education
Bachelor of Science in Finance - Economics
Kean University
05.2013
Skills
- Bilingual (Spanish) with extensive experience in customer service, operations, marketing, and sales
- Successfully managed and mentored teams of up to 10 financial advisors, consistently exceeding individual and team sales targets by 20%
- Streamlined operational processes at Bank of America, resulting in a 15% increase in efficiency and a 10% reduction in costs
- Launched a new Financial Center 20 at Bank of America, Miami, FL, generating $275 million in new money deposits within the first quarter
- Proven track record of achieving top performance including ranking 185th out of 4300 Financial Centers in Q1 2022 and receiving the CEO Leadership Award at TD Bank
- Excellent communication, interpersonal, team development, operations management and relationship management
- Adaptable to market fluctuations
References
Will be provided upon request.
Timeline
Financial Center Manager; VP
Bank of America
02.2022 - Current
Financial Center Manager; VP
Bank of America
12.2019 - 02.2022
Market Leader; VP
Bank of America
06.2019 - 12.2019
Proficiency Coach; VP
Bank of America
08.2018 - 05.2019
Financial Center Manager; VP
Bank of America
12.2016 - 08.2018
Financial Center Operations Manager; Officer
Bank of America
08.2015 - 12.2016
Personal Banker
Bank of America
09.2014 - 08.2015
Bachelor of Science in Finance - Economics
Kean University