Johnny Trujillo
Albuquerque,New Mexico
Summary
Dynamic leader with a proven track record at Bank of America, excelling in operations oversight and fostering robust business partnerships. Spearheaded financial literacy initiatives, achieving significant client retention and team performance enhancements. Expert in sales initiatives and operations management, adept at driving growth and enhancing customer satisfaction through strategic advice and tailored solutions.
Overview
8
8
years of professional experience
Work History
Market Financial Center Manager
Bank of America
Albuquerque, NM
05.2023 - Current
- Delivered financial literacy training to the community, new hires, and vendors as a Better Money Habits Ambassador and Employee Financial Services Advisor, empowering individuals to make informed financial decisions
- Led operational initiatives to align employees with business strategy, optimizing client traffic flow and driving client retention
- Led performance management through structured routines and coaching, ensuring alignment with market-level goals and objectives
- Collaborated with leadership to deliver impactful training sessions across the Santa Fe and Albuquerque markets, enhancing employee understanding of organizational priorities and business strategy
- Provide weekly performance update to the market leader, highlighting opportunities for improvement and successes within the financial centers to drive continuous growth
Credit Solution Advisor
Bank of America
Albuquerque, NM
04.2022 - 05.2023
- Provide expert guidance and advice to clients, uncovering their specific lending needs to offer tailored financial solutions
- Balance financial center performance, mitigate operational risks, and maintain high standards of client relationship care
- Collaborate with team members to deliver exceptional customer service and achieve business goals
- Communicate professionally and effectively with clients both over the phone and in-person, strengthening long-term relationships and customer satisfaction
Relationship Banker
Bank of America
Albuquerque, NM
09.2020 - 04.2022
- Effectively communicated with clients to identify and provide tailored solutions for their needs
- Built trust-based relationships with clients, ensuring their needs were met in a personalized and efficient manner
- Educated clients on additional services and opportunities, streamlining their overall banking experience
- Assisted with daily operations and tasks to mitigate risks, ensuring both individual and team compliance with safety protocols
Senior Expert
T-Mobile
Albuquerque, NM
02.2017 - 09.2020
- Reviewed call recordings to provide individualized coaching sessions, aimed at enhancing overall performance and fostering employee development
- Delivered real-time feedback during live calls, supporting representatives in de-escalating situations and maximizing opportunities to drive customer satisfaction
- Communicated regularly with leadership to report team behaviors, analyze the effectiveness of new practices, and assess team progress toward consistently achieving monthly goals
- Facilitated skill-building sessions and team-building activities, fostering a collaborative environment while ensuring compliance with company policies and procedures
Technical Expert
T-Mobile
Albuquerque, NM
10.2016 - 02.2017
- Assisted customers in purchasing wireless devices, guiding them through product options and features
- Processed customer transactions with accuracy and efficiency, ensuring smooth sales experiences
- Maintained and updated customer accounts to reflect accurate information and resolve issues
- Delivered exceptional customer service by addressing inquiries and resolving complaints promptly
- Supported peers by assisting with escalated customer interactions, ensuring timely and effective resolutions
- Collaborated with leadership to perform daily tasks and contribute to team goals
Education
Bachelor's Degree - Human Resources Management
University of Arizona Global Campus
Chandler, AZ01.2024
Skills
- Operations oversight
- Sales initiatives
- Business partnership management
- Schedule coordination
- Cash flow management
- Operations management
Timeline
Market Financial Center Manager
Bank of America
05.2023 - Current
Credit Solution Advisor
Bank of America
04.2022 - 05.2023
Relationship Banker
Bank of America
09.2020 - 04.2022
Senior Expert
T-Mobile
02.2017 - 09.2020
Technical Expert
T-Mobile
10.2016 - 02.2017
Bachelor's Degree - Human Resources Management
University of Arizona Global Campus
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