Manuel Gomez
Tucson,USA
Summary
Branch Manager with several years of comprehensive experience in financial services with a proven track record. Exceptional skills in driving revenue growth, building high-performing teams, and cultivating lasting customer relationships. Adept at leading through change, standardizing processes, and developing and executing on sales strategies. Passionate about empowering employees through coaching and fostering a culture of collaboration to deliver best-in-class service.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Branch Manager
Wells Fargo Bank, N.A.
Tucson, AZ
01.2019 - Current
- Manage over $125 million in branch assets. Lead the execution of business initiatives by analyzing branch performance P&L reports. Leverage insights for informed business decisions related to products, services, customers, and marketing.
- Monitor and analyze key business metrics on Tableau for performance strengths, opportunities to achieve business objectives, and grow the business.
- Manage team performance by completing daily employee observations and facilitating team meetings to discuss goals and new company initiatives.
- Manage staff scheduling, hiring, and training processes to develop a winning culture that leads to increased employee engagement.
- Report data trends to district management and present business strategy that will drive company initiatives.
- Develop outreach strategies utilizing Salesforce CRM to track sales activity and customer interactions that lead to elevated customer awareness and engagement.
- Analyze customer feedback in Net Promoter System to identify trends in customer experience, develop process improvements to streamline customer inquiries, and issue resolution to enhance customer satisfaction.
Branch Operations Manager
Wells Fargo Bank, N.A.
Tucson, AZ
09.2017 - 01.2019
- Coached tellers on sales through servicing and obtaining new business by identifying existing customer opportunities at the teller line.
- Managed daily branch operations, ensuring policy compliance and efficient resource allocation.
- Trained team members on customer service standards, leading to improved overall performance and consistently being a top contributor in sales and customer satisfaction.
- Implemented improvements to enhance operational efficiency and client satisfaction.
- Analyzed weekly sales figures, coached and mentored the team based on individual performances, and adjusted staffing as needed to increase branch efficiency.
Personal Banker
Wells Fargo Bank, N.A.
Tucson, AZ
08.2015 - 09.2017
- Assisted customer needs by asking questions and providing education on products and services available to them.
- Maintained accurate records of customer interactions and transactions.
- Resolved inquiries and complaints regarding complex products and services.
- Utilized the Salesforce CRM tool to assist customers, complete customer outreach, and present available offers to build customer rapport.
- Identified and mitigated potential and realized fraud to prevent losses to our customers and Wells Fargo.
- Cross-sold banking products such as credit cards, loans and investments.
Premier Banker Coach
Wells Fargo Phone Bank
Phoenix, AZ
05.2013 - 08.2015
- Facilitated virtual consultations to assist premier and consumer clients with account management issues, while maintaining call time adherence.
- Cultivated strong customer relationships through personalized financial guidance.
- Executed cross-selling strategies and generated sales referrals for various products.
- Provided training and coaching to new and existing phone bankers.
Store Associate
PetSmart
Phoenix, AZ
05.2012 - 04.2013
- Managed the register and handled funds while processing transactions.
- Maintained cleanliness and organization of the sales floor and stock areas.
- Provided information on pet care to enhance customer knowledge and satisfaction.
Field Artillery Cannoneer Sergeant
United States Army
Fort Campbell, KY
01.2008 - 05.2012
- Trained and mentored soldiers, enhancing combat readiness for operations.
- Maintained military standards to preserve the organization’s positive reputation.
- Achieved 100% operational strength of all equipment through annual training.
- Operated artillery systems, ensuring optimal functionality during training and combat.
- Conducted inspections and maintenance on artillery equipment to guarantee readiness.
- Collaborated with military units to execute joint fire support operations effectively.
Education
Business Management
Arizona State University
Tempe, AZ05-2027
Accomplishments
- Awarded Army Achievement medal for exceptional execution of job duties and effective leadership.
- Awarded the Army Commendation Medal for leading a team of five soldiers in the successful completion of a high-risk mission, resulting in zero casualties.
- Awarded Combat Action badge for combat in Afghanistan War.
- Wells Fargo Recognition Central winner
Certification
- NMLS certified
- Notary
Languages
Spanish
Native/ Bilingual
References
References available upon request.
Timeline
Branch Manager
Wells Fargo Bank, N.A.
01.2019 - Current
Branch Operations Manager
Wells Fargo Bank, N.A.
09.2017 - 01.2019
Personal Banker
Wells Fargo Bank, N.A.
08.2015 - 09.2017
Premier Banker Coach
Wells Fargo Phone Bank
05.2013 - 08.2015
Store Associate
PetSmart
05.2012 - 04.2013
Field Artillery Cannoneer Sergeant
United States Army
01.2008 - 05.2012
Business Management
Arizona State University