Daniel Escalante
Lake Worth,FL
Summary
Dynamic professional with a strong background in team leadership and strategic planning. Skilled in project management and performance management, contributing to increased client retention and satisfaction through effective service delivery and process optimization.
Overview
18
18
years of professional experience
Work History
Client Solutions Specialist
Merrill Lynch
Boca Raton, FL
06.2022 - 02.2026
- Managed client relationships to ensure satisfaction and retention
- Collaborated with cross-functional teams to optimize service delivery
- Trained junior staff on best practices in client engagement strategies
- Streamlined processes for onboarding new clients, enhancing efficiency
- Enhanced client satisfaction by delivering customized solutions for their specific needs.
- Managed multiple projects simultaneously while adhering to strict deadlines, showcasing exceptional organizational skills.
- Acted as a reliable point of contact for clients throughout the project lifecycle, providing consistent updates and addressing any concerns promptly.
- Conducted case management activities and services with multidisciplinary team.
- Conducted regular follow-ups with clients to ensure continued satisfaction and address any arising issues or concerns.
- Facilitated clear communication between clients and internal departments, fostering a collaborative work environment conducive to success.
- Provided excellent customer service by following up with clients, mailing out applications and responding to incoming calls.
Branch Manager
Bank of America
Boca Raton, FL
06.2021 - 06.2022
- Boosted branch revenue by strategically analyzing market trends and aligning financial products to customer needs.
- Strengthened relationships with key clients, securing long-term partnerships and driving revenue growth.
- Collaborated with senior leadership on strategic planning initiatives to align branch objectives with corporate goals.
- Managed branch financials including budgeting, forecasting, and expense tracking for accurate reporting and decision-making support.
- Increased branch profitability by implementing cost-saving measures and streamlining operational processes.
- Met deadlines by proactively managing individual and team tasks and streamlining processes.
- Enhanced staff competency with regular training sessions, boosting productivity levels across the branch operations.
- Utilized data-driven insights to make informed decisions regarding staffing levels during peak seasons thereby maintaining smooth functioning of branch operations.
Manager State Service Opertions
Bank of America
Jacksonville, FL
05.2020 - 06.2021
- Led teams in implementing strategic initiatives to enhance operational efficiency.
- Led team of customer service representatives to enhance call resolution rates and improve customer satisfaction.
- Developed training programs for staff, fostering skill advancement and knowledge retention among team members.
- Implemented quality assurance processes, ensuring adherence to service standards and operational efficiency.
- Analyzed call center metrics to identify trends, driving strategic improvements in performance and service delivery.
- Facilitated cross-departmental collaboration to streamline issue resolution and optimize customer experience across channels.
- Managed scheduling and workforce allocation, balancing staffing needs with operational demands for optimal performance.
- Resolved escalated customer complaints effectively, enhancing loyalty through proactive problem-solving strategies.
- Managed high-stress situations effectively, ensuring timely resolution of escalated customer issues.
- Mentored and coached team members, fostering a supportive and collaborative work environment.
- Conducted regular performance evaluations for team members, providing constructive feedback for continued growth and improvement.
Branch Manager
Bank of America
Fort Lauderdale, FL
02.2016 - 04.2020
- Analyzed financial reports to identify trends, driving informed decision-making for branch growth.
- Managed budgets and forecasts, optimizing resource allocation for maximum operational efficiency.
- Cultivated relationships with clients, enhancing loyalty and retention through personalized service.
- Spearheaded community engagement initiatives, increasing brand visibility and local partnerships.
- Continuously monitored branch performance against key performance indicators, taking corrective actions as needed to ensure objectives were met or exceeded.
- Improved customer satisfaction ratings by enhancing service quality and resolving client issues promptly.
- Implemented effective sales strategies to achieve branch targets and exceed expectations consistently.
- Evaluated employee performance regularly through appraisals and feedback sessions to facilitate continuous development of skills and knowledge base within the team.
- Developed and implemented strategies to enhance customer service and satisfaction levels.
- Interviewed and hired talented individuals with top-level strengths, improving organizational talent, and skill set.
- Enhanced branch production rates by handling staff conflicts, evaluations, hiring, and termination processes and coaching employees on company protocol and payroll operations.
- Developed a high-performing team through targeted recruitment, training, and performance management initiatives.
- Monitored market trends to identify new business opportunities and capitalize on potential growth areas within the community or region served.
- Implemented risk management strategies to minimize potential losses while maintaining a healthy balance between risk and return on investments.
Assistant Branch Manager
Bank of America
West Palm Beach, FL
05.2014 - 02.2016
- Led branch operations to enhance customer satisfaction and service delivery.
- Mentored and trained staff on banking procedures and compliance standards.
- Implemented process improvements that increased operational efficiency and reduced wait times.
- Developed strategies to achieve sales goals through effective team collaboration.
- Oversaw daily branch activities, ensuring adherence to policies and best practices.
- Analyzed branch performance metrics to identify areas for improvement and drive results.
- Oversaw successful completion of internal audits with minimal findings, demonstrating strong adherence to bank policies and regulations.
- Implemented coaching strategies and offered training opportunities to branch staff, fostering professional growth and skill enhancement.
- Assisted in achieving branch sales goals by identifying potential cross-selling opportunities and promoting bank products and services.
Senior Personal Banker
Citibank
Inwood, NY
02.2008 - 03.2014
- Led team in delivering exceptional customer service and financial solutions to clients.
- Developed tailored banking strategies to enhance client relationships and retain high-value accounts.
- Mentored junior bankers, fostering professional growth and improving team performance.
- Identified opportunities for process improvements, streamlining operations for increased efficiency.
- Analyzed client financial needs and recommended appropriate products to maximize satisfaction.
- Managed risk assessments to ensure adherence to regulatory guidelines and company standards.
Education
Master of Science - Business Management
Keiser University
Fort Lauderdale, FL04.2017
Bachelor of Science - Civil Engineering
Universidad Católica De Guayaquil
Guayaquil Ecuador05.2008
Skills
- Team leadership
- Decision-making
- Staff training and development
- Task delegation
- Goal setting
- Strategic planning
- Project management
- Performance management
- Staff development
- Business administration
- Coaching and mentoring
- Delegation and supervision
- Complaint handling
Accomplishments
- Implemented new quality assurance procedures to maximize customer satisfaction and loyalty.
- Received the Pinnacle award for exemplary performance and recognition for achieving sales and operational goals
- Increased monthly revenue 145% through implementation of strategic initiatives.
- Achieved 100% internal audit results by completing operational tasks with accuracy and efficiency.
- Supervised team of 20 staff members.
Languages
English
Native or Bilingual
Spanish
Native or Bilingual
Timeline
Client Solutions Specialist
Merrill Lynch
06.2022 - 02.2026
Branch Manager
Bank of America
06.2021 - 06.2022
Manager State Service Opertions
Bank of America
05.2020 - 06.2021
Branch Manager
Bank of America
02.2016 - 04.2020
Assistant Branch Manager
Bank of America
05.2014 - 02.2016
Senior Personal Banker
Citibank
02.2008 - 03.2014
Master of Science - Business Management
Keiser University
Bachelor of Science - Civil Engineering
Universidad Católica De Guayaquil
sales award
Received diploma of recognition best sales employee of the year ( Citibank 2010,2011,2013)