Summary
Overview
Work History
Education
Skills
RELEVANT QUALIFICATIONS FOR CUSTOMER SEGMENT CONSULTANT ROLE
Accomplishments
References
Timeline
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Gabriela Quito

Woodhaven

Summary

Customer-focused consultant with over 13 years in financial services and operations. Expertise in client segmentation, trend analysis, and strategy development to enhance customer satisfaction. Proven success in building relationships, optimizing processes, and driving revenue growth. Strong analytical and communication skills, complemented by effective project management and leadership capabilities.

Overview

18
18
years of professional experience

Work History

Financial Center Manager

Bank of America N.A.
New York
04.2013 - Current
  • Lead a team and operate by observing and coaching team and individual performance to collectively meet goals, establishing action plan as applicable
  • Strong organizational and analytical skills including the ability to manage multiple responsibilities prioritize and delegate while delivering results
  • Gain in-depth knowledge of clients’ financial life priorities and connect them to solutions that meet their financial goals
  • Established standards and requirements collecting information to meet and satisfy banking guidelines and compliance
  • Ability to build solid relationships with teammates, business partners and specialists by fostering teamwork, partnership and collaboration
  • Demonstrates initiative, commitment to continuous learning, and the ability to adapt to changing demands and requirements
  • Accomplished zero errors in audits during my 13 years in compliance
  • Resolves problems by clarifying issues, researching and exploring answers and alternative solutions, and escalating unresolved problems

Senior Client Advocate

Bank of America N.A.
New York
04.2020 - 11.2021
  • Create a work team environment across different work teams and groups in the contact center to foster common purpose focusing on client satisfaction and to drive increased productivity
  • Ensure that the assigned agents understand the work, execute, and receive the coaching needed to develop their skills and performance virtually
  • Understand and utilize motivational tools to drive desired team, region, and zone behaviors and results
  • De-escalated calls by utilizing active listening, positive positioning statements to ensure positive resolution for both customer and company.
  • Manage complexity, prioritize tasks, delegate and execute in a fast-paced environment.
  • Work closely with specific departments for assigned products to support resolution of issues impacting customers
  • Review and facilitate concession requests, ensuring adherence to policy and follow banking compliance to successfully pass evaluations and audits.

Teller Operations Supervisor

Popular Community Bank
Queens
05.2007 - 04.2013
  • Collaborated with the compliance department to eliminate procedural errors and margin breaks;
  • Trained and directed the new management of compliance training programs to ensure adequate knowledge and understanding of bank policies, procedures and regulations;
  • Prepared, sorted and distributed monthly reports to appropriate departments;
  • Assessed clients' financial situations to develop strategic financial planning solutions;
  • Adhere to policies and procedures through education of regulatory policies, employee and client safety procedures and service delivery guidelines;
  • Assist clients with currency purchasing transactions

Education

MBA - Business Administration

University of Arizona
San Diego, California
05.2021

Bachelor of Science - Finance

Baruch College
Manhattan, New York
08.2012

Associate Degree - Business Administration

Borough Manhattan Community College
Manhattan, New York
01.2009

Skills

  • Analytical skills and attention to detail
  • Collaborative partnerships
  • Client escalation resolution
  • Creative adaptability
  • Process improvement strategies
  • Operations management
  • Goal orientation
  • Risk assessment
  • Fair lending compliance
  • Fraud detection expertise
  • Banking regulations knowledge
  • KYC/AML compliance expertise
  • Policy development and procedures
  • Planning and organization
  • Effective communication
  • Microsoft Office proficiency
  • Financial data analysis
  • Fluent in Spanish

RELEVANT QUALIFICATIONS FOR CUSTOMER SEGMENT CONSULTANT ROLE

  • Expertise in client relationship handling with a history of developing tailored solutions based on customer financial goals.
  • Strong analytical background used to evaluate customer data, segment client needs, and enhance service models.
  • Skilled in identifying operational inefficiencies and implementing improvements aligned with customer insights.
  • Proven success managing client escalations, improving satisfaction, and reducing churn.
  • Adept at collaborating with cross-functional teams to align business objectives with customer outcomes.
  • Advanced proficiency in MS Office Suite, including Excel for data analysis and SharePoint for collaboration.
  • Deep experience in banking and financial services across multiple client demographics and service channels.

Accomplishments

  • Top performance for years 2014 to 2018
  • Circle of Excellence for Q1,Q2 and Q3 of year 2024

References

References available upon request.

Timeline

Senior Client Advocate

Bank of America N.A.
04.2020 - 11.2021

Financial Center Manager

Bank of America N.A.
04.2013 - Current

Teller Operations Supervisor

Popular Community Bank
05.2007 - 04.2013

MBA - Business Administration

University of Arizona

Bachelor of Science - Finance

Baruch College

Associate Degree - Business Administration

Borough Manhattan Community College

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