Fernando Garcia
Sutton,MA
Summary
Customer-focused leader with 10+ years of experience managing high-performing teams, driving customer retention, and overseeing complex client relationships within the banking industry. Proven ability to increase customer satisfaction, reduce errors, and improve operational efficiency while managing diverse account portfolios. Adept at uncovering customer needs, delivering tailored solutions, and enhancing long-term value. Experienced in onboarding clients to new systems, leading cross-functional initiatives, and coaching teams through organizational change. Seeking to leverage relationship management, strategic account growth, and customer success expertise in a Senior/Enterprise Customer Success Manager role.
Overview
21
21
years of professional experience
1
1
Certification
Work History
CBO, Branch Manager II
Middlesex Savings Bank
03.2023 - Current
- Manage a high-volume branch, leading customer success, retention, relationship-building, and account growth across retail and business clients.
- Handle complex customer situations with a proactive, consultative approach that enhances trust and long-term satisfaction.
- Increased sales by 20%, positioning the branch in the Top 3 for 2024 and 2025.
- Improved household retention by 9% through needs-based recommendations and consistent follow-up with clients.
- Track MAP report metrics and ensure the branch meets or exceeds monthly performance targets.
- Coach, train, and develop staff to deliver exceptional customer experiences and maintain operational accuracy.
- Upsell business customers to adopt products that improve retention, efficiency, and long-term value.
- Achieved a near-perfect internal operations audit and reduced operational errors by 17%, increasing overall branch profitability and efficiency.
- Led onboarding and implementation efforts for major technology upgrades, including the bank’s new core system, new file retention platform, and an upcoming check-scanning system.
AVP, Branch Manager
Workers Credit Union
04.2022 - 03.2023
- Maintained friendly and professional customer interactions.
- Forecasted trends and recommended improvements based on financial risk analyses.
- Interviewed and hired talented individuals with top-level strengths, improving organizational talent and skill set.
- Resolved various issues impacting sales management and business operations.
- Reviewed and edited loan agreements to enhance clarity and monitor compliance with requirements.
- Submitted loan applications to underwriter for verification and recommendation.
Assistant Branch Manager
Middlesex Savings Bank
01.2005 - 04.2022
- Assists the Branch Manager in ensuring that the branch functions in an effective and efficient fashion as follows: oversees branch staff and assists in the scheduling, coordination, and delegation of work assignments
- Supports branch service and sales goals, and assists staff in meeting related goals
- Conduct a wide array of customer transactions
- Recommends products and services in conformance with established bank objectives.
- Trained and developed new team members in alignment with branch service standards and objectives.
- Responded to customer concerns, to significantly raise customer satisfaction ratings.
Store Supervisor
TD Bank
02.2018 - 05.2019
- Provides exceptional Customer service.
- Provides supervision, coaching, and training of Teller and Platform staff to positively reinforce behavior and assists with staff development planning.
- Has the flexibility to move between platform and teller line and the ability to prioritize
- Approves financial transactions using sound judgment to minimize risk and potential losses from fraud and other decision that will impact Store financial results.
- Ensures that all security and audit procedures are followed to minimize potential risk.
- Be knowledgeable in regulations and compliances like Patriot act and BSA and train the branch staff to properly follow them.
- Ensuring Anti-Money Laundering procedures are being followed.
Education
Technical Training - Accounting And Finance
Institute of Banking And Trade
Aguadilla, PRSkills
- Customer Success & Retention
- Account Management
- Customer Satisfaction Improvement
- Needs-Based Solutions & Upselling
- Client Onboarding & Change Management
- Metrics Tracking & Reporting
- Conflict Resolution & Escalation Management
- Team Leadership, Coaching & Development
- Cross-Functional Collaboration
- Operational Excellence & Compliance
Accomplishments
- Repeatedly received recognition from superiors for excellence in service.
- Repeatedly received recognition from superiors for my commitment to the bank and going above my expectations.
- Collaborated with team of 12 in the development of eSign/Online account opening project.
Languages
English (fluent), Spanish (fluent)
Technology Skills
- CRM familiarity (Salesforce, HubSpot, or similar)
- Digital banking platforms & customer management tools
- Core banking system operations
- Microsoft Office Suite
- Experience onboarding users to new systems and technology platforms
Personal Information
Certification
- English as a second language
- New Leadership Program
- Regulatory & Compliance Training
- Customer Service & Sales Development Modules (internal programs)
Certifications
08-2021
Timeline
CBO, Branch Manager II
Middlesex Savings Bank
03.2023 - Current
AVP, Branch Manager
Workers Credit Union
04.2022 - 03.2023
Store Supervisor
TD Bank
02.2018 - 05.2019
Assistant Branch Manager
Middlesex Savings Bank
01.2005 - 04.2022
Technical Training - Accounting And Finance
Institute of Banking And Trade