Summary
Overview
Work History
Education
Skills
Accomplishments
References
Timeline
Generic

Destiny Gonzales

Buckeye,AZ

Summary

Results-driven Senior Personal Banker at Capital One, N.A, with expertise in financial analysis and compliance. Proven track record in enhancing customer satisfaction through exceptional service and effective conflict resolution. Adept at mentoring teams to boost sales performance and improve operational efficiency, fostering strong client relationships and loyalty.

Overview

19
19
years of professional experience

Work History

Senior Personal Banker

Capital One, N.A
Phoenix, AZ
11.2018 - Current
  • Executed comprehensive financial analyses and credit risk assessments for loan applications.
  • Cultivated strong customer relationships, enhancing client satisfaction and loyalty.
  • Applied underwriting guidelines and credit procedures to inform decision-making processes.
  • Managed 25-35 inbound and outbound calls daily, resolving issues while ensuring compliance with HMDA and Discover.
  • Mentored junior personal bankers on complex loan scenarios, improving overall service quality.
  • Identified performance gaps through targeted coaching, boosting team outcomes in Agent + leadership course.
  • Facilitated one-on-one meetings to promote open communication, leading to increased sales performance.
  • Conducted risk assessments to ensure adherence to banking regulations and compliance standards.

Training Supervisor and Facilitator

UPS
Goodyear , AZ
08.2021 - 11.2022
  • Managed logistics operations to ensure timely shipments and deliveries.
  • Monitored warehouse operations for accuracy and efficiency in processes.
  • Coordinated assessments to evaluate training effectiveness and participant engagement.
  • Conducted weekly internal classes for new employees to strengthen foundational knowledge.
  • Facilitated onboarding and integration of new employees into company culture.
  • Supervised loading and unloading of materials from incoming trucks efficiently.
  • Delivered multimedia presentations to enhance comprehension among participants.
  • Mentored new facilitators on best practices in instructional techniques.

Sr Loan Specialist (Personal Loans)

Discover Financial Services
Phoenix , AZ
03.2016 - 11.2018
  • Managed high volume of loan applications, ensuring accuracy and compliance throughout process.
  • Maintained strong borrower relationships by providing exceptional support during loan transactions.
  • Analyzed financial statements and credit histories to evaluate new customer creditworthiness.
  • Collaborated with diverse coworkers to address product-related issues and achieve objectives.
  • Resolved customer complaints with professionalism and empathy, enhancing overall satisfaction.
  • Cultivated strong customer relationships to promote repeat business and loyalty.
  • Delivered knowledgeable, friendly service to effectively resolve problems and boost satisfaction.
  • Partnered with cross-functional teams to meet organizational goals.

Warehouse Worker

Macy's Logistics
Goodyear , AZ
11.2013 - 03.2016
  • Organized inventory on shelves for efficient access and retrieval.
  • Maintained clean and safe working environment in warehouse.
  • Collaborated with team members to achieve daily operational objectives.
  • Trained new workers on safety procedures and essential tasks.
  • Utilized pallet jacks to transport items within warehouse.
  • Ensured neatness of shelves, workstations, and pallet areas for safety compliance.
  • Packaged items securely using protective materials such as bubble wrap.
  • Followed guidelines for accurate order picking and assembly.

Department Manager

Walmart
Goodyear , AZ
10.2006 - 08.2013
  • Maintained stock levels and product availability through coordinated inventory management efforts.
  • Facilitated team meetings to communicate goals and resolve employee concerns successfully.
  • Informed product placement and promotions by analyzing sales trends effectively.
  • Resolved customer complaints professionally to uphold good client relationships.
  • Managed overstock, restocked supplies, and controlled inventory accurately.
  • Enhanced shrinkage awareness by reviewing sales data and identifying trends for reporting.
  • Carried out opening and closing procedures while handling cash management responsibilities.
  • Prepared weekly work schedules to ensure effective floor coverage within budget limits.
  • Built and maintained productive relationships with employees.
  • Boosted customer satisfaction levels by going extra mile to personalize service for each customer.

Education

High School Diploma -

Estrella Foothills HS
Goodyear, AZ
01.2008

Some College (No Degree) - General Studies

EMCC
Goodyear

Some College (No Degree) - Finance

Delaware Tech Community College
Newark, DE

Skills

  • Service excellence
  • Listening skills
  • Empathetic engagement
  • Effective communication
  • Dispute resolution
  • Compliance knowledge
  • Financial assessment
  • Client account management
  • Collaborative teamwork
  • Flexibility and adaptability
  • Mentoring and coaching
  • Constructive feedback exchange
  • Relationship management with customers
  • Sales achievement strategies
  • Coaching for performance improvement
  • Time efficiency management
  • Expertise in loan origination and applications
  • Understanding banking regulations and policies
  • Upselling techniques for growth

Accomplishments

  • Fully Compliant and Great/Great Calls
  • ACE Awards
  • Star Award
  • Excellence Award
  • CLBO Elite Awards
  • League of Hero Awards
  • Agent + Graduate

References

References available upon request.

Timeline

Training Supervisor and Facilitator

UPS
08.2021 - 11.2022

Senior Personal Banker

Capital One, N.A
11.2018 - Current

Sr Loan Specialist (Personal Loans)

Discover Financial Services
03.2016 - 11.2018

Warehouse Worker

Macy's Logistics
11.2013 - 03.2016

Department Manager

Walmart
10.2006 - 08.2013

High School Diploma -

Estrella Foothills HS

Some College (No Degree) - General Studies

EMCC

Some College (No Degree) - Finance

Delaware Tech Community College

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