Diana Gomez
Belle Glade,FL
Summary
Dedicated banking professional with more than 12 years of banking experience at Wells Fargo and PNC, providing excellent customer service experiences and high-quality financial solutions to clients. Skilled in all aspects of cash handling, issuing money orders, cashing checks, cross-selling banking products and services, and related duties. Well-developed communication skills demonstrated through extensive customer service, answering multiple phone lines, preparing reports and paperwork, and positive interaction with individuals at all levels. Knowledgeable in computer operations and applications including all Microsoft office programs, Windows, and banking industry software (such as SVP, SVT, Store Portal, Genesis, Host etc.) Consistently noted by supervisors for excellent customer service, outstanding job performance, reliability, multi-tasking skills, efficiency, accuracy, speed, and timely completion of all assignments. Ability to navigate multiple computer systems, applications, and utilize search tools Experience in retail and financial services industry Experience interacting positively with unsatisfied customers Positive, encouraging, empathetic, efficient, multi-tasker and self-motivated Very organized and an excellent team player Knowledgeable in required business documents Bilingual
Overview
18
18
years of professional experience
Work History
Branch Manager
PNC BANK
09.2022 - Current
- Maintained friendly and professional customer interactions.
- Assessed employee performance and developed improvement plans.
- Met deadlines by proactively managing individual and team tasks and streamlining processes.
- Engaged employees in business processes with positive motivational techniques.
- Resolved various issues impacting sales management and business operations.
- Submitted loan applications to underwriter for verification and recommendation.
- Completed filings and upheld strict compliance with regulatory agencies and supervisors.
- Complied with regulatory guidelines and requirements.
- Managed and motivated employees to be productive and engaged in work.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Cross-trained existing employees to maximize team agility and performance.
- Maximized performance by monitoring daily activities and mentoring team members.
- Onboarded new employees with training and new hire documentation.
- Monitored and analyzed business performance to identify areas of improvement and make necessary adjustments.
Branch Banker
PNC BANK
02.2021 - 09.2022
- Branch Banker duties included but not limited to accepting credit card, auto loans, personal loans, home equity applications
- Opening and closing checking, saving, business and retirement accounts, cross-selling and consultative sales of financial products, providing customers with solutions and advice for their financial needs, maintaining up to-date knowledge of banking services and products
- Ability to navigate multiple computer systems.
- Identified customer desires and goals through needs-based sales tactics.
- Investigated and resolved account issues by offering applicable options to customers.
- Cross-sold wide range of services and products to increase new business and expand existing customer relationships.
- Presented products and services to customers using in-depth knowledge to answer questions.
- Complied with established internal controls and policies.
Substitute Teacher
Palm Beach County School District
01.2019 - 01.2020
- Substitute teacher duties include but are not limited to following lesson plans provided by the teacher to create a cohesive and consistent learning experience for students, managing the classroom effectively to encourage student participation, minimizing distractions and maintaining a positive learning environment, adapting teaching methods to fit the needs of each individual student, supervise students in and out of the classroom, including in the halls, on the playground and in the cafeteria, provide in-class and at-home assignments based on the available lesson plan, and for long-term substitutes: develop lesson plans and assignments consistent with the regular teacher’s past lesson plans.
Branch Sales and Service Associate
PNC BANK
01.2018 - 01.2019
- Opened and closed accounts, set up services and finalized contracts.
- Shared, showed and supported clients on variety of technological digital and online tools and resources to explore solutions to achieve financial goals and financial well-being.
- Identified prospecting approaches to discover potential customers and create opportunities to sell financial solutions and ideas.
- Targeted and engaged potential customers in market by building relationships and creating value propositions with impact.
- Applied knowledge of banking products and services to meet customer needs and enable customers to achieve financial goals.
- Built and used effective working relationships across department, functional and geographic reporting lines to share knowledge and achieve common goals.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Delivered prompt service to prioritize customer needs.
- Maintained up-to-date knowledge of product and service changes.
- Responded proactively and positively to rapid change.
- Followed up with customers about resolved issues to maintain high standards of customer service.
Personal Banker
Wells Fargo Bank Personal Banker 2
01.2012 - 01.2014
- Duties included accepting consumer and business loan applications, opening and closing consumer and business checking, saving, and retirement accounts, cross-selling and consultative sales of financial products, leading off-site workplace events, closing merchant sales for business customers, providing customers with solutions for their financial needs, maintaining up-to-date knowledge of banking services and products and ability to navigate multiple computer systems and providing excellent customer service at all times
- Continued to be recognized by Assistant Manager and Store Manager for excellent Teamwork and outstanding results in sales and services
- Continued receiving Perfect WOW surveys and certificates through my banking career
Teller / Customer Service Representative
Wells Fargo Bank
01.2009 - 01.2012
- Customer Service Representative duties included accepting credit card and loan applications, opening and closing accounts, cross-selling and consultative sales of financial products, provide customers with solutions for their financial needs and maintaining up-to-date knowledge of banking services and products
- Hired as an experienced teller; promoted due to accuracy, speed, and skills
- Teller duties consisted of introducing customers to new products and services, generating referrals for the bankers to follow up on and work, maintaining proper cash limits, cashing checks, accepting deposits, issuing cashier's checks, money orders, and traveler's checks, cash advances, paying / receiving large amounts of currency / coin and providing a WOW experience for every customer and Teamwork
- Recognized by Store Manager for excellent Teamwork and Magnificent results in sales and service
- Given certificates for WOW surveys throughout the years in 2009, 2010 and 2011.
Front Desk Receptionist
Regional Metals Recycling Miami, Inc
01.2008 - 01.2008
- Responsible for answering phone calls and directing them properly, preparing reports paperwork, filing all paperwork effectively in alphabetical order, work as cashier when needed and provide outstanding customer service to all our clients
- Acknowledged by Manager for neatness, effectiveness and great work results.
Teller
Wachovia Bank Teller
01.2006 - 01.2008
- Hired as an entry level teller, duties consisted of introducing customers to new products and services, maintaining proper cash limits, cashing checks, accepting deposits, issuing cashier's checks, money orders, and traveler's checks, cash advance, paying / receiving large amounts of currency / coin and balancing drawer.
Branch
- Sales and Service Associate duties included but not limited to accepting credit card, auto, personal and home equity applications, opening and closing checking, saving, business and retirement accounts, cross selling and consultative sales of financial products, providing customers with solutions and advice for their financial needs, maintaining up-to-date knowledge of banking services and products and ability to navigate multiple computer systems
- Constantly recognized on our monthly calls for meeting or exceeding monthly goals by Regional Manager and Branch Manager.
Education
High School Diploma -
Glade Central High School
Florida05.2006
Some College (No Degree) -
Palm Beach State College
Lake Worth, FLSkills
- Team Leadership
- Critical Thinking
- Policy and Procedure Improvement
- Time Management
- Conflict Resolution
- Performance Tracking and Evaluation
- Attention to Detail
- Customer and Personnel Training
- Public Speaking
- Adaptable and Flexible
- Verbal and Written Communication
- Individual Instruction
- Good Judgment
- MS Office Applications
- Work Delegation
- Process Improvement
- Interpersonal Skills
- Team Training
- Employee Scheduling
- Active Listening
- Customer Service
- Microsoft Windows
- Problem-Solving Ability
- Team Development
- Instructional Strategies
- Classroom Instruction
- Safety Awareness
- Video Conferencing
- Group and Individual Instruction
- Organizational Abilities
- Active Participation
Languages
Spanish
Native or Bilingual
English
Native or Bilingual
Timeline
Branch Manager
PNC BANK
09.2022 - Current
Branch Banker
PNC BANK
02.2021 - 09.2022
Substitute Teacher
Palm Beach County School District
01.2019 - 01.2020
Branch Sales and Service Associate
PNC BANK
01.2018 - 01.2019
Personal Banker
Wells Fargo Bank Personal Banker 2
01.2012 - 01.2014
Teller / Customer Service Representative
Wells Fargo Bank
01.2009 - 01.2012
Front Desk Receptionist
Regional Metals Recycling Miami, Inc
01.2008 - 01.2008
Teller
Wachovia Bank Teller
01.2006 - 01.2008
Branch
High School Diploma -
Glade Central High School
Some College (No Degree) -
Palm Beach State College