Estela Vargas
Fontana,CA
Summary
Dynamic Treasury Management Service Manager with a proven track record at PNC Bank, excelling in team leadership and problem-solving. Enhanced client retention through strategic relationship management and operational improvements, achieving significant service quality metrics. Skilled in multitasking and organization, fostering a results-driven environment that prioritizes customer satisfaction and loyalty.
Overview
17
17
years of professional experience
Work History
Treasury Management Service Manager
PNC Bank
2024.09 - Current
- Led team of 9 Relationship Service Advisors to enhance customer satisfaction through effective service delivery strategies.
- Led specialty team overseeing highest revenue-generating clients, including correspondent banks, fintechs, insurance companies, private equities, and healthcare sectors.
- Attained an overall manager rating of 100% annually.
- Optimized workforce by reducing full-time equivalents by 4 while driving business growth by 25%.
- Implemented process improvements, increasing operational efficiency and reducing service errors.
- Trained staff on compliance protocols and customer service best practices, fostering a knowledgeable team environment.
- Developed and maintained client relationships, addressing concerns to ensure retention and loyalty.
- Analyzed service metrics to identify trends, enabling data-driven decision-making for continuous improvement.
- Collaborated with cross-functional teams to streamline workflows and enhance overall service operations.
- Managed conflict resolution effectively, ensuring timely responses to customer inquiries and issues.
- Oversaw daily operations, ensuring adherence to company policies and regulatory requirements in service delivery.
- Hired, trained and supervised team of service staff members to meet business goals.
- Maintained a safe working environment by enforcing strict safety protocols and providing ongoing staff training on proper equipment use.
TM Relationship Service Advisor II
PNC Bank
2023.03 - 2024.09
- Provided expert guidance on financial products and services to enhance customer satisfaction.
- Resolved complex client inquiries efficiently, ensuring timely follow-up and resolution.
- Trained junior staff on best practices for customer service and product knowledge.
- Increased repeat business, establishing rapport and trust with customers through attentive listening and clear communication.
- Supported overall team success by assisting coworkers with complex customer inquiries and providing backup during peak periods.
- Promoted additional services based on individual customer needs, increasing overall revenue without compromising integrity or trustworthiness.
- Participated in continuous professional development activities to stay current with industry trends and enhance expertise.
- Responded proactively and positively to rapid change.
TM Relationship Service Advisor I
PNC Bank
2022.02 - 2023.03
- Assisted customers with inquiries, providing accurate information on services and products.
- Managed customer complaints, resolving issues to enhance satisfaction and loyalty.
- Developed product knowledge through ongoing training, enhancing customer interactions.
- Implemented follow-up procedures to ensure consistent communication post-service visits.
- Mentored new team members, fostering a culture of teamwork and quality service delivery.
- Maintained high customer satisfaction standards to meet or exceed targets.
Treasury Managemen Implementation Specialist
Banner Bank
2019.07 - 2021.12
- Analyzed client needs to develop tailored implementation strategies.
- Collaborated with cross-functional teams to ensure seamless software integration.
- Conducted training sessions for staff on new systems and processes.
- Monitored project timelines to ensure adherence to deadlines and deliverables.
- Resolved technical issues by providing timely support and solutions.
- Developed documentation for user guides and training materials for clients.
- Evaluated existing processes, identifying opportunities for operational improvements.
- Led implementation projects from kickoff to completion, ensuring client satisfaction.
Treasury Management Specialist
Banner Bank
2017.02 - 2019.07
- Assisted customers with inquiries and product selection, enhancing overall service experience.
- Improved customer satisfaction by addressing and resolving service-related issues promptly and professionally.
- Achieved high levels of productivity by optimizing workload management methods and prioritizing tasks according to urgency.
- Cultivated strong relationships with clients through excellent communication skills and genuine concern for their needs, leading to increased client retention rates over time.
- Streamlined service processes for quicker response times, enhancing overall customer experience.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Maintained up-to-date knowledge of product and service changes.
- Educated customers about billing, payment processing and support policies and procedures.
Personal Banker
Wells Fargo, NA
2009.02 - 2018.06
- Cultivated strong customer relationships through personalized financial solutions.
- Analyzed client needs to recommend suitable banking products and services.
- Mentored junior bankers on compliance regulations and best practices in customer service.
- Collaborated with teams to identify opportunities for cross-selling bank products effectively.
- Managed deposits, withdrawals and wire transfers to process smooth banking transactions for clients.
- Exceeded individual performance metrics consistently while maintaining exceptional levels of client satisfaction ratings throughout tenure as Personal Banker.
- Enhanced client retention with proactive follow-ups and timely resolution of account issues.
- Answered customer questions and explained available services such as deposit accounts, bonds, and securities.
Education
High School Diploma -
Garey High School
Monaca, PA06.2003
Skills
- Positive attitude
- Team leadership
- Multitasking and organization
- Problem-solving
Timeline
Treasury Management Service Manager
PNC Bank
2024.09 - Current
TM Relationship Service Advisor II
PNC Bank
2023.03 - 2024.09
TM Relationship Service Advisor I
PNC Bank
2022.02 - 2023.03
Treasury Managemen Implementation Specialist
Banner Bank
2019.07 - 2021.12
Treasury Management Specialist
Banner Bank
2017.02 - 2019.07
Personal Banker
Wells Fargo, NA
2009.02 - 2018.06
High School Diploma -
Garey High School