Ernesto Borboa
La Verne,CA
Summary
Hardworking and dedicated with strong ability to retain customers and develop teams. Loyal employee with high moral values looking to find a position in a solid company, where all my skills and knowledge are utilized towards the growth and development of the company, as well as myself. Excellent personal relations, adaptability to change, and favorable attitude to learning.
Overview
3
3
years of professional experience
Work History
Everyday Phone Banker/Call Center Representative
Wells Fargo
El Monte, California
08.2021 - 05.2024
- Answered incoming calls from customers, providing customer service and resolving customer inquiries.
- Provided product information to customers in order to facilitate their decision-making process.
- Processed payments over the phone using secure payment methods.
- Developed strong relationships with clients by responding to their questions and concerns in a timely manner.
- Assisted customers with account transfers, balance inquiries, and other banking transactions.
- Identified customer needs and referred them to appropriate departments or resources for further assistance.
- Maintained accurate records of customer interactions, comments, and complaints in an organized database.
- Ensured compliance with applicable laws, regulations, policies and procedures related to banking services.
- Explained various banking products such as credit cards, loans, mortgages and investments to potential customers.
- Analyzed customer feedback data in order to identify areas of improvement within the organization's processes.
- Provided technical support when needed regarding online banking services or mobile applications.
- Utilized effective communication techniques when speaking with customers in order to maintain a positive relationship.
- Facilitated exceptional customer service by meeting customer needs and recommending products to promote financial success.
- Navigated multiple computer systems and applications and utilized search tools to find customer information.
- Boosted customer satisfaction with knowledgeable answers and fast service for diverse needs.
- Provided complaint resolution through root cause analysis and service recovery to retain existing clients and increase customer satisfaction.
- Matched members to products and services meeting current needs and expected lifestyle changes.
- Empowered customers with knowledge to independently navigate bank systems and online tools to get common answers and process basic transactions.
- Helped customers complete withdrawals, deposits and transfers as well as open new accounts and obtain balance information.
- Capitalized on cross-selling and upselling opportunities to consistently exceed quotas.
- Researched and resolved complex customer inquiries regarding loans, credit and consumer accounts.
- Performed special services for customers, ordering bank cards and checks.
- Resolved problems or discrepancies concerning customers' accounts.
- Acted as pivotal point of contact between bank branches regarding guidelines and practices.
- Composed, typed and mailed statements and correspondence related to discrepancies and outstanding unpaid debts.
- Verified amounts and integrity of every check or funds transfer.
- Leveraged customer service and sales abilities to consistently meet performance goals.
- Liaised between bank branches regarding best practices and operations.
- Received mortgage and other loan payments, verifying payment dates and amounts due.
Personal Banker 1
Wells Fargo
La Verne, CA
2014 - 2020
- Helped customers open and close accounts, apply for loans and make sound financial decisions.
- Partnered with loan and mortgage officers and financial advisors to provide clients with optimal financial solutions.
- Built strong rapport with new and existing clients to better serve financial needs and promote branch loyalty.
- Exercised judgment when dispensing information to maintain confidentiality of sensitive information.
- Expanded client base through consistent product promotion and sales strategy.
- Expanded customer relationships by maintaining regular follow-up processes and rapport with each customer.
- Met with clients to facilitate budget management and financial guidance.
- Networked to build client base and promote products to new and existing clients.
- Recommended innovative alternatives to generate revenue and reduce unnecessary costs.
- Improved decision-making by using current data on market conditions and individual financial situations.
- Created strategic financial solutions to suit individualized client needs.
- Used various office machines to scan, fax and print financial documents and accessed CRV and SVP software programs to access customer's financial information.
- Provided clients with information on bank accounts, institutional policies, financial products and related services.
Customer Sales and Service Representative
Wells Fargo
La Verne, CA
2012 - 2014
- Generated weekly leads and pursued appointment opportunities to convert prospects into new customers.
- Educated customers on product features and technical details to highlight benefits.
- Followed-up with customer after sale to identify and resolve service, account or technical issues to maintain customer satisfaction.
- Answered customer questions about products and services and recommended appropriate solutions.
- Generated quotes, processed payments and documented customer communications.
- Entered, updated and maintained comprehensive and up-to-date customer information in the SVP and CRV databases.
- Built and maintained knowledge of evolving product and service offerings to promote additional sales to existing customers.
- Drove increased engagement with effective conversations and ongoing relationship management.
- Called potential customers to assess business needs and present value propositions.
- Produced sales documents, finalized deals and filed records.
- Drove new account acquisition, increasing revenue by partnering up with local business to offer solutions for their employees.
- Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
- Mentored new employees on customer service, money handling and organizing strategies to maximize performance, productivity and team success.
Customer Service Representative
Clearview Insurance Services
Glendora , CA
2011 - 2012
- Interviewed prospective clients to gather information on financial needs and discuss any existing coverage.
- Offered policy guidance and management to promote asset protection.
- Pursued continued professional development through insurance workshops, course and webinars.
- Cultivated professional relations to establish long-term profitable partnerships.
- Skillfully and patiently explained coverage options to potential policyholders, answering any questions or concerns.
- Streamlined operational efficiencies by researching problems and delivering speedy issues resolution.
- Reviewed insurance inquiries, working effectively to accommodate various requests to build agency's reputation as service provider.
Sales Manager /General Manager
Meridian's Rolling Hills Club / Bodies in Motion
Fullerton, CA
2006 - 2010
- Managed, hired and trained a high-performing sales and support team, maximizing overall profitability by setting benchmarks throughout budget development.
- Oversaw elite fitness, recreation center and aquatic facilities.
- Utilized well-honed decision-making skills to quickly and effectively find solutions to customer issues.
- Implemented personalized training to each employee, providing guidance and information to strengthen skills needed to accomplish tasks.
- Answered questions regarding fitness equipment to gym patrons and offered information on wellness strategies.
- Implemented clear goals for each employee and tracked his or her progress carefully, providing support and assistance whenever it was needed.
- Increased patronage of facilities by restructuring social media efforts.
- Encouraged all employees to voice concerns and share opinions without fear of reprisal, promoting positive and efficient working environment for all.
- Engaged professionally with Department Heads, Sale's Managers, Front Desk Staff, Maintenance Crew, Housekeeping, and customers to build rapport and nurture relationships.
- Lead team of 30 employees in all operations including sales, service, parts and office functions.
- Met operational objectives by establishing qualified staff, promoting adherence to City regulations and providing outstanding customer service.
- Limited financial discrepancies, reviewing and approving billing invoices and expense reports.
- Implemented effective customer service surveys to encourage feedback.
- Capitalized on existing talent while facilitating recruitment and development of new talent.
- Motivated employees to share ideas and feedback.
- Recruited and hired individuals demonstrating passion, dedication and added value to team.
- Spearheaded cross-functional initiative to achieve business goals driving increased revenues and profits.
- Monitored progress by establishing plans, budgets and measuring results.
General Manager /Regional Manager
Bodies in Motion
San Fernando Valley, CA
1999 - 2006
- Contributed to organizational initiative to achieve weekly sales, budget and other targeted goals.
- Set sales budget for all prime costs, loss of goods and controllable items to improve cash flow.
- Generated reports detailing project information and predictions.
- Provided leadership to employees through coaching, feedback and performance management.
- Oversaw company merger to drive seamless transition and integration of operations.
- Conducted staff evaluations and determined promotions and realignments or reductions in workforce.
- Generated daily operational and sales reports for corrective action or continuous improvement.
- Assessed team proficiencies, identifying and targeting areas for improvement.
- Supported community outreach initiatives by partnering with local organizations.
- Oversaw elite fitness, recreation centers and aquatic facilities.
- Utilized well-honed decision-making skills to quickly and effectively find solutions to customer issues.
- Implemented personalized training to each employee, providing guidance and information to strengthen skills needed to accomplish tasks.
- Answered questions regarding fitness equipment to gym patrons and offered information on wellness strategies.
- Implemented clear goals for each employee and tracked his or her progress carefully, providing support and assistance whenever it was needed.
- Increased patronage of facilities by restructuring social media efforts.
- Encouraged all employees to voice concerns and share opinions without fear of reprisal, promoting positive and efficient working environment for all.
- Engaged professionally with Department Heads, Sale's Managers, Front Desk Staff, Maintenance Crew, Housekeeping, and customers to build rapport and nurture relationships.
- Lead team of employees in all operations including sales, service, parts and office functions.
- Met operational objectives by establishing qualified staff, promoting adherence to City regulations and providing outstanding customer service.
- Limited financial discrepancies, reviewing and approving billing invoices and expense reports.
- Implemented effective customer service surveys to encourage feedback.
- Capitalized on existing talent while facilitating recruitment and development of new talent.
- Motivated employees to share ideas and feedback.
- Recruited and hired individuals demonstrating passion, dedication and added value to team.
- Spearheaded cross-functional initiative to achieve business goals driving increased revenues and profits.
- Monitored progress by establishing plans, budgets and measuring results.
Weekend Manager/General Manager
LA Fitness
Chino Hills, CA
1995 - 1999
- Oversaw fitness recreation center and aquatic facilities.
- Utilized well-honed decision-making skills to quickly and effectively find solutions to customer issues.
- Answered questions regarding fitness equipment to gym patrons and offered information on wellness strategies.
- Implemented clear goals for each employee and tracked his or her progress carefully, providing support and assistance whenever it was needed.
- Increased patronage of facilities by restructuring social media efforts.
- Encouraged all employees to voice concerns and share opinions without fear of reprisal, promoting positive and efficient working environment for all.
- Exceeded sales goals and improved profitability by aligning sales strategies and business plans with market trends.
- Boosted revenue and facilitated sales activity while developing consistent employee measurements for exceeding goals.
- Oversaw management and implementation of new revenue strategies, sales initiatives and customer engagement tactics to increase market share.
- Hired and motivated high-performing sales team to achieve monthly goals.
- Formalized sales process to enhance operations and promote acquisition of new customers.
- Boosted team morale and overall sales volume by creating employee incentive sales contests.
- Reduced process gaps by hiring, supervising and coaching employees on sales strategies and protocols, optimizing performance, growth and profitability.
- Developed and implemented new sales strategies to update product lines.
Sales Counselor/Weekend Manager/General Manager
Family Fitness Centers
San Dimas, CA
1989 - 1995
- Built trusting relationships with customers by making personal connections.
- Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.
- Trained all new sales employees on effective sales, service and operational strategies to maximize team performance.
- Coordinated activities with other departments to ensure quality customer service.
- Negotiated and closed deals with minimal oversight.
- Built and maintained effective relationships with peers and upper management to drive team success.
- Worked with fellow sales team members to achieve group targets.
- Answered incoming telephone calls to provide store, products and services information.
- Mentored team members in mastering sales techniques to consistently exceed objectives.
- Retained product, service and company policy knowledge to serve as resource for both coworkers and customers.
- Acted as initial contact in addressing customer concerns.
- Oversaw recreation and fitness center activities, maintained security, safety and cleanliness of facilities, greeted members and guests and set up and tore down gym equipment.
- Responded immediately and expertly to emergencies inside facility and in surrounding area, kept facility free from unauthorized entry, enforced gym guidelines and documented accidents.
- Conducted tours for new and potential members, discerned fitness needs, explained options for meeting needs, clearly explained membership terms and encouraged guests to join.
- Educated and encouraged members and guests about available fitness programs and classes and guided fitness equipment users in proper, safe and beneficial operation.
Education
Property & Casualty Insurance
Mike Russ Financial Training Center
Upland2011
Sales And Customer Service Training
Wells Fargo
El Monte, Ca2011
Skills
- 25 years in Customer Service/Sales/Management
- 9 years in Financial and Banking Industry
- Bilingual, Fluent in Spanish
- Strong work ethics and integrity
- Hardworking, dedicated, and self-motivated
- Leader with strong ability to develop people
- Exceptional customer service and satisfaction
- Excellent communication skills
- High-energy attitude
- Problem-solving abilities
- Adaptive team player
- Financial product expertise
- Sales growth
- Strong sense of banking ethics
- Debt and credit management
- Employee development, supervision, and training
Timeline
Everyday Phone Banker/Call Center Representative
Wells Fargo
08.2021 - 05.2024
Personal Banker 1
Wells Fargo
2014 - 2020
Customer Sales and Service Representative
Wells Fargo
2012 - 2014
Customer Service Representative
Clearview Insurance Services
2011 - 2012
Sales Manager /General Manager
Meridian's Rolling Hills Club / Bodies in Motion
2006 - 2010
General Manager /Regional Manager
Bodies in Motion
1999 - 2006
Weekend Manager/General Manager
LA Fitness
1995 - 1999
Sales Counselor/Weekend Manager/General Manager
Family Fitness Centers
1989 - 1995
Property & Casualty Insurance
Mike Russ Financial Training Center
Sales And Customer Service Training
Wells Fargo
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