Carmen Sanchez
El Paso,Texas
Summary
Experienced senior manager over all areas of Retail and Virtual Banking with a proven track record of high performing teams and strategic thinking. Twenty-five years of experience leading and developing teams of all different sizes specializing in multi-branch locations with twenty-nine years of Retail . Focused on developing an exceptional Member Experience. Results-oriented individual well-versed in interfacing and consulting on business processes to drive results based on sound overall business judgment. Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
22
22
years of professional experience
1
1
Certification
Work History
Vice President of Retail
First Light Federal Credit Union
06.2017 - Current
- Responsible for leading, planning, organizing, and directing all FirstLight Federal Credit Union’s Retail Branch Sales/Virtual Team s, Branch Operations, and Insurance Retirement Investment Services program
- Responsible for leading the organization's branch redesign project, to include overseeing remodel, identifying new technology to be implemented and redesigning the service delivery model
- Leads Member Experience Journey for Organization
- Manage cost effectiveness of branch operations through ongoing review and continuous process improvement
- Jointly develops strategy with Executive and Sr Management Team and ensures tactical implementation of strategic goals
- Provides recommendations on policies
- Develop employee retention strategies to include career tracks, new employee on-boarding and on job training
- Act as a Leader/Coach for Retail Team
- Monitors key metrics and key performance indicators related to retail & virtual operations for efficiencies and effectiveness to include member experience, staffing levels, service levels, member growth, profit per member
- Analyzes and evaluates effectiveness of policies, procedures, and training to ensure efficient and effective operations
- Proactively implements suggestions to improve member service delivery and member relationship management
- Supervises, develops, and appraises activities of subordinate managers and ensures that all services are professionally delivered, and members are well served
- Represents Credit Union at community functions and events that help build and foster business development.
- Demonstrated proficient leadership skills to motivate employees and build competent teams.
- Implemented business strategies, increasing revenue and effectively targeting new markets
- Tracked trends and suggested enhancements to both challenge and refine company's product offerings
Regional Manager-East
First Light Federal Credit Union
05.2016 - 06.2017
- Responsible for overseeing administration and development of 4 traditional branch, Member Contact Center and Investment Services Department
- Responsible for implementing appropriate policies, procedures, and training to ensure quality member service, development of sales focus
- Assist branch managers in development and application of initiatives that support Member Experience culture via MRM initiative
- Assist branches in obtaining branch goal and ensure efficient and effective operations
- Responsible for branch budgets and overall business performance.
- Supervised staff to optimize brand expansion initiatives and productivity.
Retail Sales & Service Coach
First Light Federal Credit Union
01.2015 - 04.2016
- Responsible for effective and targeted execution of Member Relationship Management (MRM) initiatives through employee training and development
- Partners VP of Retail, Regional Managers and Branch Management in implementing appropriate MRM procedures, training, member services observations in branches and Member Service Center to ensure quality Member Experience and development of relationship selling culture
- Assisted with MRM results in attainment of branches lending and deposit goals
- RSSC supported Regional Managers and VPs in development and delivery of marketing campaigns, sales programs, and initiatives to achieve maximum targeted scorecards results in each region while focus on member’s needs through relationship selling concept.
- Worked with cross-functional teams to facilitate swift resolution of escalated issues
- Delivered superior member service to retain existing customers and attract future customers
Senior Vice President District Retail Executive
BBVA Compass Bank
01.2007 - 11.2014
- Responsible for all assets, products, and services for 13 Banking Centers in El Paso and Southern NM to include Small Business, Mortgage, and Investment Products
- Responsible for developing annual budget and business plan for all Retail Banking activities
- Develop all Retail Banking Sales and Marketing Strategies/Plans to achieve annual business goals and sales volumes to include grassroots marketing for outlining areas within district
- District’s lending portfolio was $180 mm with deposit base of $341 mm
- Worked with team to maximize P & L growth for branch and district.
- Hired and managed employees to maximize productivity while training staff on best practices and protocols.
- Identified opportunities to improve business process flows and productivity.
- Identified opportunities to improve business process flows and productivity
Vice President Business Banker
State National Bank-El Paso
01.2002 - 01.2007
- Responsible for managing $14 million loan portfolio and $20 million deposit portfolio
- Responsible for new business development and cross-selling of all bank products including cash management tools and investment products
- Also responsible for all phases of underwriting loans including real estate analysis, cash flow models, profitability models and credit underwriting
- Monitor and maintained new and existing portfolio of commercial clients.
- Demonstrated proficient leadership skills to motivate employees and build competent teams.
- Hired and managed employees to maximize productivity while training staff on best practices and protocols.
Education
Master of Science - Management & Leadership
Western Governors University
01.2020
Bachelor of Science - Marketing
University of Texas in El Paso
El Paso, TX01.2000
High School Diploma -
Father Yermo High School
El Paso, TX01.1984
Skills
- Market Research
- Forecasting
- Price Structuring
- Analytical Thinking
- Flexible and Adaptable
Certification
CEO- CUES Institute Certified-CCE, 2022
Affiliations
- Greater El Paso Chamber, Leadership Graduate, 2003
- CU El Paso Chapter, Board Member, 2017, 2022
- United Way of El Paso Board Member, 2023
- Chief Member,2023
Training Programs
Executive Training Program, UT Austin McCombs Business School/BBVA, 2007
References
References upon request
Timeline
Vice President of Retail
First Light Federal Credit Union
06.2017 - Current
Regional Manager-East
First Light Federal Credit Union
05.2016 - 06.2017
Retail Sales & Service Coach
First Light Federal Credit Union
01.2015 - 04.2016
Senior Vice President District Retail Executive
BBVA Compass Bank
01.2007 - 11.2014
Vice President Business Banker
State National Bank-El Paso
01.2002 - 01.2007
Master of Science - Management & Leadership
Western Governors University
Bachelor of Science - Marketing
University of Texas in El Paso
High School Diploma -
Father Yermo High School
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