Carlos Phillips
Hubert,NC
Summary
Dynamic Branch Manager at Woodforest National Bank with a proven track record in enhancing customer satisfaction and driving operational excellence. Skilled in coaching teams and implementing strategic initiatives, resulting in improved service delivery and compliance. Adept at relationship management and decision-making, fostering strong community ties and achieving key performance objectives.
Overview
15
15
years of professional experience
Work History
Branch Manager
Woodforest National Bank
Jacksonville, NC
03.2026 - Current
- Directed branch operations to ensure compliance with banking regulations and policies.
- Managed staff performance through regular coaching, training, and development initiatives.
- Implemented strategies to enhance customer engagement and improve service delivery standards.
- Oversaw daily financial transactions to maintain accuracy and efficiency in branch operations.
- Analyzed sales reports to identify trends and develop targeted marketing strategies for growth.
- Coordinated community outreach programs to strengthen local relationships and increase brand visibility.
- 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.
Retail Banker
Woodforest National Bank
Morehead City, NC
07.2022 - 03.2026
- Assisted customers with account inquiries and transactions, ensuring high-quality service.
- Processed loan applications and conducted credit assessments to support lending decisions.
- Maintained accurate records of financial transactions, adhering to compliance regulations.
- Collaborated with team members to streamline operational processes and improve customer experience.
Customer Service Staff
Publix Super Markets
Emerald Isle, NC
03.2018 - 07.2022
- Delivered exceptional customer service, ensuring satisfaction and addressing inquiries promptly.
- Assisted in training new staff members on store policies and customer interaction protocols.
- Maintained product knowledge to provide accurate information and recommendations to customers.
- Resolved customer complaints effectively, enhancing overall shopping experience and loyalty.
- Collaborated with team members to streamline checkout processes, improving efficiency during peak hours.
- Implemented improvements in customer engagement strategies, fostering a welcoming environment in-store.
- Led initiatives for enhancing service quality, contributing to positive feedback from management and customers alike.
- Managed high call volume while maintaining a professional demeanor, ensuring timely assistance for all customers.
- Trained new hires on company procedures and best practices for handling customer inquiries efficiently and effectively.
- Developed rapport with customers through friendly communication, building trust in the brand and promoting loyalty.
- Resolved issues for improved customer relations, utilizing active listening and empathy during interactions.
- Enhanced customer satisfaction by promptly addressing concerns and providing effective solutions.
- Collaborated with team members to improve overall service quality through shared knowledge and expertise.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Conducted regular self-assessment of performance to identify areas for improvement and implement necessary changes.
Customer Service Representative
Walgreen's Pharmacy
Morehead City, NC
05.2011 - 02.2018
- Provided exceptional customer service to resolve inquiries and improve satisfaction.
- Assisted in medication dispensing, ensuring adherence to safety protocols and regulatory guidelines.
- Educated customers on prescription medications and over-the-counter products for informed decision-making.
- Managed inventory levels, facilitating timely restocking of essential pharmacy supplies and medications.
Education
High School Diploma -
Middle Creek High School
Apex, NC05-2005
Skills
- Branch operations management
- Customer service
- Customer relationships
- Excellent time management skills
- Excellent work ethic
- Attention to detail
- Coaching and mentoring
- Team supervision
- Relationship building and management
- Client relationship management
- Relationship management
- Decision-making
- Cash handling
- Relationship building
- Team player
- Training and development
Timeline
Branch Manager
Woodforest National Bank
03.2026 - Current
Retail Banker
Woodforest National Bank
07.2022 - 03.2026
Customer Service Staff
Publix Super Markets
03.2018 - 07.2022
Customer Service Representative
Walgreen's Pharmacy
05.2011 - 02.2018
High School Diploma -
Middle Creek High School