Daniel Zertuche
Seattle,WA
Summary
I am a driven professional with the ability to train and perform customer experience, sales, risk management, and facilitation skills. Empathetic teammate with exceptional time management and multitasking abilities . Devoted to giving every internal and external "customer" a positive and memorable experience.
Overview
15
15
years of professional experience
Work History
Learning and Development Facilitator
Wells Fargo Bank, N.A.
Tukwila, WA
03.2013 - 08.2024
- Monitored progress of participants throughout the duration of the program.
- Facilitated group learning sessions, workshops, seminars, and orientations.
- Created instructional materials such as user manuals, job aids, and PowerPoint presentations.
- Maintained records of all staff members who attended training sessions and their respective outcomes.
- Utilized various teaching techniques such as role-playing, simulations, and lectures to engage learners.
- Implemented innovative strategies to enhance learning experiences for participants.
- Assessed employee performance during trainings and provided feedback.
- Evaluated instructor performance based on participant feedback.
- Provided individual coaching and mentoring to employees on best practices.
- Worked closely with employees after training to check on progress and provide further instruction.
- Supported onboarding of new employees by hosting orientation sessions.
- Implemented diversity and inclusion training programs to foster an equitable workplace environment.
- Facilitated team-building exercises to enhance workplace collaboration and morale.
- Promoted a culture of continuous learning and improvement within the organization.
- Facilitated engaging and informative training sessions for both new hires and existing staff.
- Explained goals and expectations required of trainees.
Branch Manager
Wells Fargo Bank, N.A.
Seattle, WA
07.2011 - 03.2013
- Managed staff scheduling.
- Conducted regular performance reviews for all employees in the branch.
- Ensured compliance with established policies, procedures and regulations governing banking operations.
- Provided guidance and support to team members regarding problem resolution and customer service issues.
- Resolved escalated customer complaints in a timely manner.
- Developed strategies to increase customer satisfaction and loyalty.
- Established strong working relationships with external partners such as vendors and suppliers.
- Facilitated daily meetings with staff members to discuss progress on current initiatives.
- Directed daily operations of the branch, including customer service, human resources, sales and marketing activities.
- Managed and inspired team members to perform to full potential, driving branch profitability.
- Grew business banking relationships through proactive outreach.
- Established and built customer relationships through targeted outreach and initiatives.
Personal Banker/Assistant Manager
Wells Fargo Bank, N.A.
Seattle, WA
04.2009 - 07.2011
- Greeted customers upon entering the branch lobby; answered questions about account balances, interest rates, fees.
- Assisted customers with opening new accounts, transferring funds, and closing existing accounts.
- Identified customer needs and offered appropriate financial products or services to meet those needs.
- Conducted regular review meetings with customers to discuss their financial goals and objectives.
- Maintained knowledge of current banking regulations and procedures to ensure compliance with laws and regulations.
- Assisted customers in completing loan applications and processed loan documents.
- Provided customer service by responding to inquiries in person, via telephone, and through email.
- Participated in sales training programs to increase product knowledge.
- Maintained a high level of confidentiality when dealing with sensitive customer information.
- Cross-sold bank products such as savings accounts, credit cards, mutual funds.
- Handled confidential documents and communications with discretion, safeguarding sensitive information.
Education
Bachelor of Arts - Theatre
Central Washington University
Ellensburg, WA01-2007
Associate of Arts - General Studies
South Puget Sound Community College
Olympia, WA06-2004
Skills
- Needs-Based Selling
- Customer Experience
- Facilitation/ Public Speaking Skills
- Teamwork and Collaboration
- Written Communication
- Active Listening
- Empathy
- Relationship Building
- Professionalism
- Time Management
Accomplishments
- 2011 Q1 Wow Top Sales and Service Performer
- 6 quarters in a row of leading my team to exceeding Customer Experience goals
- Facilitated to all job families in Branch Banking
Affiliations
- Acting/Improv Comedy
- Gardening
- Video Gaming
- Disc Golf
- Personal Training
Timeline
Learning and Development Facilitator
Wells Fargo Bank, N.A.
03.2013 - 08.2024
Branch Manager
Wells Fargo Bank, N.A.
07.2011 - 03.2013
Personal Banker/Assistant Manager
Wells Fargo Bank, N.A.
04.2009 - 07.2011
Bachelor of Arts - Theatre
Central Washington University
Associate of Arts - General Studies
South Puget Sound Community College