Summary
Overview
Work History
Education
Skills
Accomplishments
Languages
Timeline
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Gabriel Cortez

Gabriel Cortez

Weslaco

Summary

Dynamic Branch Manager at Freedom Bank Texas with a proven track record in enhancing customer satisfaction and optimizing branch operations. Skilled in technical troubleshooting and relationship building, I successfully resolved complex client issues and fostered strong local partnerships, driving increased deposits and account openings while mentoring staff for peak performance.

Professional with strong background in branch management. Skilled in enhancing operational efficiency, driving growth, and fostering team collaboration. Known for adaptability to changing needs and effective problem-solving. Expertise in strategic planning, customer service, and financial oversight. Reliable leader focused on achieving results and empowering teams.

Overview

9
9
years of professional experience

Work History

Branch Manager

Freedom Bank Texas
02.2023 - 01.2025
  • Continuously monitor and lead branch employees, branch performance against key performance indicators, taking corrective actions as needed to ensure objectives were met or exceeded.
  • 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.
  • Served as the point of contact for escalated service tickets, particularly those involving mobile banking and technical issues.
  • Provided direct technical support to customers, resolving login issues, transaction errors, and digital feature questions.
  • Built strong local business relationships, increasing deposits and account openings.

Sales and Support Specialist

Verizon Wireless
03.2020 - 02.2023
  • Used consultative sales techniques to understand customer needs and offer relevant products and services.
  • Optimized internal workflows to expedite incident escalations, leading to faster problem-solving efforts from the team.
  • Maintained detailed documentation of support interactions, ensuring valuable insights are preserved for future reference and analysis.
  • Improved customer satisfaction by efficiently resolving technical issues and providing timely support.
  • Troubleshot networking issues including connectivity problems, slow speeds, or complete outages effectively restoring service functionality promptly.

Sales Supervisor

IBC Bank
01.2016 - 03.2020
  • Supervised staff successfully, utilizing effective communication and dynamic interpersonal skills.
  • Oversaw employee performance, corrected problems, and increased efficiency to maintain productivity targets.
  • Coached employees and trained on methods for handling various aspects of sales, complicated issues, and difficult customers.
  • Delivered expert-level support for account management, digital banking issues, and service ticket escalations.
  • Handled escalated customer issues promptly, ensuring timely resolution and high levels of client satisfaction.


Education

High School Diploma -

Weslaco Independent School District
Weslaco, TX
05-2009

Skills

  • Branch operations management

  • Client relationship management

  • Employee development and supervision

  • CRM/ Help desk software

  • Technical support and troubleshooting

  • Problem-solving

Accomplishments

  • Strong banking track record of account resolution and retention - Freedom Bank
  • Received the "Top Performer Award” for exemplary performance and recognition for handling the largest account in the RGV for Freedom Bank.
  • Promoted to Branch Manager at Freedom Bank.
  • Trained employees on device support, system workflows, and customer service at Verizon.
  • Member of President’s Club at IBC Bank.

Languages

English
Native or Bilingual
Spanish
Native or Bilingual

Timeline

Branch Manager

Freedom Bank Texas
02.2023 - 01.2025

Sales and Support Specialist

Verizon Wireless
03.2020 - 02.2023

Sales Supervisor

IBC Bank
01.2016 - 03.2020

High School Diploma -

Weslaco Independent School District

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Gabriel Cortez