Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Gustavo Rojas

San Antonio,TX

Summary

Diligent banking professional with unsurpassed attention to detail and superior ethics. Focused on balancing customer needs with bank security requirements and sales targets. Knowledgeable about regulatory requirements and protection protocols.
Personable and dedicated Customer Service Representative with extensive experience in the banking industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.

Overview

9
9
years of professional experience

Work History

Lead Coach

Chase Bank
San Antonio, TX
11.2023 - Current
  • Conducted regular reviews of banker performance and provided feedback for improvement.
  • Conducted group coaching sessions with bankers to discuss best practices in customer service.
  • Supervised, evaluated or referred instructors to skill development classes.
  • Selected and assigned instructors to conduct training.
  • Analyzed data trends related to banker productivity and identified opportunities for improvement.
  • Trained new bankers in the use of financial systems such as core banking software.
  • Leading daily team meetings to review performance, set targets and identify areas for improvement.

Consumer Banker

Chase Bank
San Antonio, TX
10.2022 - 11.2023
  • Provided customers with detailed information about consumer banking products and services.
  • Conducted financial analysis of customer needs, goals, and objectives.
  • Explained complex banking products to customers in an easy-to-understand manner.
  • Researched customer inquiries regarding account balances, fees, interest rates, and other related issues.
  • Assisted customers with online and mobile banking systems setup or troubleshooting issues.
  • Offered every customer exceptional service levels by remaining friendly and professional during every transaction.

Team Lead

Wells Fargo
San Antonio, TX
03.2020 - 07.2022
  • Provided leadership and guidance to team members, ensuring that tasks were completed on time and to a high standard.
  • Developed strategies to increase team productivity and improve customer service levels.
  • Monitored team performance against targets, taking corrective action where necessary.
  • Supported the manager in developing plans for future projects, initiatives and objectives.
  • Identified opportunities for process improvements, implementing changes when required.
  • Assisted the manager in setting achievable goals for the team while monitoring progress towards them.
  • Motivated staff through positive reinforcement techniques.
  • Held regular one-on-one coaching sessions with staff members to encourage personal development.
  • Fostered positive employee relationships through communication, training and development coaching.

Phone Banker

Wells Fargo
San Antonio, TX
05.2015 - 03.2020
  • Answered incoming calls from customers, providing customer service and resolving customer inquiries.
  • Provided product information to customers in order to facilitate their decision-making process.
  • Identified customer needs and referred them to appropriate departments or resources for further assistance.
  • Researched complex issues related to customer accounts in order to provide solutions quickly and accurately.

Education

High School Diploma -

Harlandale High School
San Antonio, TX
05-2001

Skills

  • Training design
  • Team Training
  • Team Development
  • Schedule oversight
  • Group facilitation
  • Performance Evaluation
  • Leadership Development
  • Team building
  • Professional Demeanor

Languages

Spanish
Professional

Timeline

Lead Coach

Chase Bank
11.2023 - Current

Consumer Banker

Chase Bank
10.2022 - 11.2023

Team Lead

Wells Fargo
03.2020 - 07.2022

Phone Banker

Wells Fargo
05.2015 - 03.2020

High School Diploma -

Harlandale High School

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Gustavo Rojas