Esteban Roque
Hayward,CA
Summary
Dynamic leader with a proven track record at Bank of America, excelling in customer service and financial management. Spearheaded initiatives that significantly enhanced service quality and operational efficiency, achieving and surpassing sales targets. Skilled in team leadership and risk management, adept at fostering relationships and driving revenue growth through strategic decision-making and critical thinking.
Overview
22
22
years of professional experience
Work History
VP Branch Manager
Wells Fargo & Company
06.2013 - Current
- Continuously monitored branch performance against key performance indicators, taking corrective actions as needed to ensure objectives were met or exceeded.
- Maintained friendly and professional customer interactions.
- Improved customer satisfaction ratings by enhancing service quality and resolving client issues promptly.
- Oversaw daily operations for streamlined efficiency, ensuring timely execution of tasks and optimal resource allocation.
- 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.
- Strengthened relationships with key clients, securing long-term partnerships and driving revenue growth.
- Managed branch financials including budgeting, forecasting, and expense tracking for accurate reporting and decision-making support.
- 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.
- Met deadlines by proactively managing individual and team tasks and streamlining processes.
- Developed a high-performing team through targeted recruitment, training, and performance management initiatives.
Branch Manager
Bank of America
04.2005 - 05.2013
- 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.
- Implemented risk management strategies to minimize potential losses while maintaining a healthy balance between risk and return on investments.
- Cultivated lasting relationships with high-value clients, securing their loyalty through exceptional service and advice.
- Implemented rigorous risk management protocols, safeguarding against potential financial threats.
- Increased customer satisfaction with personalized banking solutions, tailoring services to meet individual financial goals.
Service Manager
Bank of America
02.2003 - 05.2013
- Met with customers to discuss service needs and offer available solutions.
- Resolved escalated customer complaints professionally, turning potentially negative experiences into opportunities for continued patronage.
- Hired, trained and supervised team of service staff members to meet business goals.
- Resolved customer complaints in professional and timely manner.
- Developed and maintained positive relationships with customers to build rapport and trust.
- Conducted regular performance evaluations for staff members, offering constructive feedback and facilitating professional development opportunities.
- Implemented strategies to increase customer service satisfaction ratings.
- Enhanced team morale through regular recognition of exceptional performance and organizing team-building events.
Education
Associate Of Applied Science - Computational Science
Heald College
Hayward, CA05.2002
High School Diploma -
Oakland High School
Oakland, CA06.1995
Skills
- Team leadership
- Relationship building
- Decision-making
- Critical thinking
- Coaching and mentoring
- Complex Problem-solving
- Results-driven
- Customer service
- Risk management
- Recruiting and hiring
Accomplishments
- Repeatedly received recognition from superiors for excellence in service with customer experience satisfaction of 95% missing 1 survey one quarter and 2 the next quarter.
- Improved employee satisfaction and reduced turnover for the branch for two years by 5%, loosing only one employee in two years to competitors.
Languages
Spanish
Native or Bilingual
Timeline
VP Branch Manager
Wells Fargo & Company
06.2013 - Current
Branch Manager
Bank of America
04.2005 - 05.2013
Service Manager
Bank of America
02.2003 - 05.2013
Associate Of Applied Science - Computational Science
Heald College
High School Diploma -
Oakland High School
Similar Profiles
Paul CameronPaul Cameron
Business Banking Relationship Management Manager, VP at Wells Fargo & CompanyBusiness Banking Relationship Management Manager, VP at Wells Fargo & Company
Elysa MeltonElysa Melton
Senior Quality Assurance Analyst at Wells Fargo & CompanySenior Quality Assurance Analyst at Wells Fargo & Company
Jake M KellyJake M Kelly
Bank Teller at Wells Fargo & CompanyBank Teller at Wells Fargo & Company