Carmen Iris Machuca
Summary
Sharp banking professional whose talents shine in a competitive, innovative and creative environment. Track record of increasing sales, improving client retention and growing customer base. Personable Manager offering 35 years of experience resolving account and service concerns for customers. Smoothly uncovers and solves challenges while promoting company products and maintaining loyal, satisfied customers. Focused on surpassing expectations and driving team success.
Overview
37
37
years of professional experience
Work History
Member Service Representative
Self-Help Credit Union
09.2022 - Current
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries and concerns.
- Maintained high-quality service by adhering to company policies and standards in all member interactions.
- Contributed to branch sales goals by effectively cross-selling credit union products and services.
- Processed account transactions accurately, ensuring proper documentation and timely processing.
- Manage the consumer loan process from initiation through pre-qualification to closing, including: interviewing loan applicants, preparing applications, preparing files for processing and underwriting, providing timely accurate disclosures to members, and troubleshooting issues that may arise.
- Work with members to meet their financial service needs.
- Promote credit union products and services based on member's needs.
- Process share deposit payments, loan payments, CD and lines of credit transactions, etc.
- Disburse cash and check withdrawals.
- Open, close, and balance the cash drawer daily.
- Handle Vault Teller responsibilities and balance ATM daily.
- Initiate conversations to suggest new products and services.
- Participate in Credit Union outreach events.
- Adhere to general regulatory procedures.
Assistant Branch Manager
Citizens Bank Of Florida
11.2018 - 05.2022
- Enhanced customer satisfaction by providing exceptional service and addressing concerns promptly.
- Streamlined branch operations for increased efficiency through the implementation of new processes and procedures.
- Supported the Branch Manager with daily tasks, ensuring smooth branch functioning and effective communication among team members.
- Developed strong relationships with key clients, contributing to significant growth in business revenue.
- Monitored daily operations and supported the Branch Manager in necessary duties.
- Provided bank leadership in the absence of a branch manager. Supervised ranch personnel and operations in the absence of a branch manager, keeping operations and workflows running smoothly.
- Coordinated staff schedules, maintaining optimal staffing levels during peak business hours for improved customer experience.
- Improved teller accuracy by implementing standardized cash handling procedures and conducting regular audits on cash drawers.
- Supervised 3 branch team members and provided management with suggestions regarding performance assessments.
- Trained and mentored highly effective teams to meet corporate service standards.
- Built client rapport through frequent individualized recommendations for financial products and services.
- Built strong rapport with new and existing clients to better serve financial needs and promote branch loyalty.
- Boosted customer base, acquiring new customers and identifying needs to deliver relevant products.
- Educated customers on a variety of loan products and available credit options to promote valuable decision-making.
- Maximized sales potential by training new members in improved sales strategies.
- Worked with regulatory representatives to complete accurate filings and maintain compliance.
- Compiled operational and risk reports detailing financial metrics to help management make proactive decisions.
Financial Sales Consultant
PNC Bank, NA
02.2007 - 11.2013
- Increased client satisfaction by providing personalized financial advice and investment recommendations.
- Developed strong relationships with clients for long-term business growth and retention.
- Exceeded sales targets consistently by implementing effective prospecting techniques and persuasive presentations.
- Collaborated with cross-functional teams to streamline operations, resulting in increased efficiency and productivity.
- Acquires and deepens the branch customer base through a variety of proactive sales and service activities. Manages the customer experience by identifying opportunities to improve the customer's financial well-being. Collaborates with ecosystem partners to grow customer's share of wallet. Positions PNC solutions to drive new revenue and customer loyalty.
- Drives proactive sales conversations through internal and outbound interactions with a defined sales process including outbound calling, service to sales, teller interactions, appointment setting, and effective lobby engagement, ultimately elevating client loyalty. Delivers a full PNC conversation with every client interaction to identify appropriate PNC solutions. Leverages ecosystem partnerships as well as community Centers of Influence to acquire, expand and retain relationships.
- Creates customer loyalty and grows customer share of wallet through a differentiated customer experience. Performs lobby engagement activities to connect with customers and position PNC products to meet their needs. Educates customers on options for managing financial transactions by leveraging technology, tools and resources.
- Applies product and procedural knowledge to identify, mitigate and solve customer problems effectively to drive customer loyalty.
- Manages risk through adherence to all policies and procedures, demonstrating sound judgment within established limits. Demonstrates a heightened scrutiny to identify and avoid loss. Participates in branch daily operations, ensuring they are completed efficiently and accurately.
- Listened to customers to understand their needs and refer them to optimal services.
- Supported outside sales force in servicing and obtaining new business.
- Boosted customer base, acquiring new customers and identifying needs to deliver relevant products.
Rooms Care Manager
Courtyard By Marriott
07.2001 - 11.2006
- Greeted, registered and assigned rooms to guests of the hotel.
- Made and confirmed reservations.
- Posted charges for rooms, food, liquor, or telephone calls, to ledgers manually or by using computers.
- Verified customer's credit and established how the customer would pay for the accommodation.
- As Rooms Care Manager managed 4 departments with 55 employees responsible for maintaining the physical property of the hotel.
- Employed a "hands-on" approach in managing and motivating the housekeeping, houseman, lifeguard and laundry staff. Efforts produced a 10 percentage-point increase in results from customer satisfaction surveys and independent quality audits. Achieved 90-95% customer satisfaction with cleanliness, and scores of 95-97% in quality audits.
- Supervised the Chief of Engineering, an engineering staff of 3, and a variety of contractors in managing the HVAC, plumbing, electrical, structure, and grounds of the Hotel.
- Hire 15-20 new staff members. Processed payroll weekly.
- Strictly managed the supplies annual budget of $85,000.
Assistant Branch Manager
Framingham Co-operative Bank
02.1987 - 08.2006
- Maintained confidentiality of bank records and client information.
- Complied with regulatory requirements including the Bank Secrecy Act. Anti Money Laundering, OFAC, USA
- Patriot Act, Privacy Act and Community Reinvestment Act.
- Managed the work of 6 tellers for this busy community bank. Ensured that customers were met by a professional and courteous teller line and that transactions were completed efficiently.
- Balanced ATM and Vault and made certain that all teller cash boxes were properly reconciled at the end of each day.
- Approved all major cash transactions and prepared the related reports for the Federal Government.
- Reconciled 15 of the bank's general ledger account each day, researching and resolving all errors.
- Verified, authorized, and transferred funds to the Federal Government.
- Responsible for opening checking accounts, savings accounts, IRA accounts, business accounts, personal loans, and commercial loans. Oversaw a branch team consisting of 6 customer service representatives and 4 personal bankers.
Education
Accounting And Finance - Associate Of Accountancy
University Puerto Rico
Rio Piedras Puerto Rico 05.1985
Skills
- Issue Resolution
- Product Sales
- Service Upselling
- Policy understanding
- Reliable
- People-oriented
- Fluent in Spanish
- Detail-oriented
- Excellent time management skills
- Excels in team leadership
- Excellent work ethic
- Complex problem solving
Accomplishments
Was responsible for recruiting, training and mentoring Personal Bankers. Worked closely with Private Client Bankers to improve selling and operations knowledge by show coaching, observing and providing feedback. Demonstrated exceptional ability to manage P&L and teach concepts of P&L to develop shaft knowledge.
- Created strategies to develop and expand existing customer sales, resulting in a 40% increase in annual sales.
- Researched and delivered new business categories which provided an additional 10% to revenue.
- P&L responsibility and contribution growth for the branch.
- Originated over $1.5 in loan volume through professional networking, loan reviews, and marketing.
- Received an internal audit score of 100.
Timeline
Member Service Representative
Self-Help Credit Union
09.2022 - Current
Assistant Branch Manager
Citizens Bank Of Florida
11.2018 - 05.2022
Financial Sales Consultant
PNC Bank, NA
02.2007 - 11.2013
Rooms Care Manager
Courtyard By Marriott
07.2001 - 11.2006
Assistant Branch Manager
Framingham Co-operative Bank
02.1987 - 08.2006
Accounting And Finance - Associate Of Accountancy
University Puerto Rico
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