Felicia Gallardo-Ramirez
Bank Management
Warrensville Heights,Ohio
Summary
Dynamic banking professional with 18 years of experience in managing branch operations, consistently surpassing sales targets and enhancing customer satisfaction through strategic leadership and robust client relationship building. Proven expertise in operational oversight and strategic planning drives business growth, complemented by a strong focus on team collaboration to achieve exceptional results. Skilled in staff development, conflict resolution, and customer relations, fostering a productive and positive work environment that adapts to evolving needs. Committed to ensuring compliance with all banking regulations while upholding high standards of service excellence.
Overview
27
27
years of professional experience
1
1
Certification
Work History
Assistant Branch Leader
Flagstar Bank
10.2023 - 06.2025
- The Assistant Branch Leader drives branch revenue growth, operational integrity, and client experience excellence, with a focus on reputational success in the community. Responsible for assisting the Branch Leader with talent management functions including: employment, performance evaluations, staff development/training, disciplinary actions, audits, succession planning, and ensuring, all staff comply with compliance requirements. Identify and mitigate reputational, regulatory, employee and client risks by helping team members understand and adhere to all applicable bank policies and regulations.
Customer Service
Third Federal Savings and Loan
05.2017 - 08.2023
- Assisting customer requests over the telephone, originating loan applications for Pre-Approvals, 1st Time Mortgages, refinance, and Home Equity Loans.
Commercial Lines Customer Service
Progressive Insurance
01.2014 - 05.2017
- Provide customer service via telephone. Taking payments, providing quotes, adding and deleting vehicles from policies.
Branch Manager
Fifth Third Bank
11.2006 - 12.2013
- Branch Manager was responsible and accountable for the day to day operations, and risk management. Accomplishes human resources objectives by recruiting, orientation, training, assigning, scheduling, coaching, counseling, and disciplining employees; and reviewing job contributions; Administer and enforce company policies and procedures. Provide team training to meet all operational goals. Perform monthly and quarterly audits of the financial banking centers for risk and compliance issues. Manages customer service financial objectives by forecasting and preparing annual budget, analyzing variances, initiating corrective actions.
Branch Manager
U.S. Bank N.A
06.2003 - 11.2006
- Manager role was responsible for the day to day operations, and risk management of the financial center. Provide customer service. Open new accounts, process home equity and personal loan applications. Perform monthly and quarterly audits of the financial center for risk and compliance issues. Responsible for weekly reports, recruiting and training of new hires. Lead and motivate employees in working as a team. Manages client traffic, engaging and appropriately routing clients, and fostering client retention. Coaching to sustain and elevates organizational performance. Inspects and challenge risk controls, governance and culture to ensure the timely identification, escalation, debate and remediation of risk across the organization.
Customer Service Manager
First Merit Bank N.A
08.1998 - 06.2003
- Provide customer service via Kiosks area, assisting multiple customers simultaneously. CSM responsible for opening new accounts and processing loan applications. CSM was responsible for resolving customer complaints. Partner with the Retail risk and Administration Manager team to keep current on all policies and procedures appropriately documenting and communicating all changes to the staff to keep them up to date.
Education
Psychology
Ashford University
Accounting/Business Management
Cuyahoga Community College
Skills
- Financial data analysis
- Team coaching
- Client interaction
- Sales strategy development
- Team leadership
- Client acquisition expertise
- Referral tracking
- Understanding of regulatory frameworks
- Regulatory compliance
- Community engagement
- Effective conflict resolution
- Employee talent development
- Client support
- Operational efficiency management
- Risk assessment
- Client relationship management
- Talent acquisition
- Management of branch operations
- Cash transaction processing
- Recruitment and selection
- Effective conflict resolution
- Workforce training
- Sales enhancement techniques
- Financial security specialist
Certification
- Nationwide Mortgage Licensing System number:
- NMLS-435369
Timeline
Assistant Branch Leader
Flagstar Bank
10.2023 - 06.2025
Customer Service
Third Federal Savings and Loan
05.2017 - 08.2023
Commercial Lines Customer Service
Progressive Insurance
01.2014 - 05.2017
Branch Manager
Fifth Third Bank
11.2006 - 12.2013
Branch Manager
U.S. Bank N.A
06.2003 - 11.2006
Customer Service Manager
First Merit Bank N.A
08.1998 - 06.2003
Accounting/Business Management
Cuyahoga Community College
Psychology
Ashford University
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