Maria Carmen Rosales
Las Vegas,Nevada
Summary
Experienced with executive leadership and strategic planning. Utilizes innovative approaches to drive business growth and operational excellence. Track record of effective team collaboration and achieving results.
Professional leader with executive experience ready to drive impactful change. Proven ability to implement strategic initiatives and enhance operational performance. Valued for collaborative team leadership and adaptability to evolving business needs.
Talented Vice President with excellent employee development, customer service and analytics skills coupled with more than 17 years of experience. Comfortable giving engaging presentations to clients to drive new business, expand accounts and establish brand profile. Excellent team builder and leader of initiatives.
Overview
37
37
years of professional experience
Work History
VP, Market Financial Center Manager
Bank of America
Las Vegas, NV
12.2024 - Current
- Market Financial Center Manager supporting and back up Financial Center Leader within the market.
- Assigned to run a Financial Center for 4 months during a vacancy.
- Managing client traffic, engagement and routing clients to the appropriate area within the Financial Center and ensuring client retention.
- Manage market initiatives and drive operational excellence.
- Create an inclusive team where Associates are treated fairly and respectfully.
- Fostered a positive work environment that encouraged collaboration, open communication, and continuous learning among team members.
- Demonstrate and expect knowledge of data driven decisions and continuous improvement.
- Communicate clear and concise messages that motivate, relay the why and connect contributions to business results.
- Demonstrated proficient leadership skills to motivate associates and build competent teams. People management, develop associates through coaching, teaching and feedback.
- Implemented fraud prevention measures by regularly reviewing transaction activities for suspicious patterns.
- Initiated strategy to drive company growth and increase market share and profitability. Collaborated with internal business partners to deliver cohesive banking experience to clients.
- Conducted regular audits to ensure compliance with federal regulations, enhancing operational integrity.
- Manage Expenses and demonstrate an owner's mindset.
- Streamlined client onboarding processes to enhance service delivery and improve client satisfaction.
VP, Branch Manager
Nevada State Bank
10.2015 - 11.2024
- Responsible for Sales, daily operations of the branch, Customer Service.
- Ensuring Quarterly goals were met by having in place observations, coaching, role plays and demonstrations having the employee observe me during an interaction.
- Weekly One on One's with employees to review their progress and development plans as needed for the different roles.
- Collaborated with senior management to develop strategic initiatives and long term goals.
- Built high-performance teams through effective recruitment practices focused on competency alignment coupled with ongoing performance management processes.
- Weekly training meetings to build proficiency in products and services provided.
- Demonstrated proficient leadership skills to motivate employees and build competent teams.
- Business Prospecting, Pre-Call planning for new businesses.
- Calling/Showing up introducing myself and talking about how we can benefit the businesses and help with their day-to-day operations and/business cash flow needs.
- Worked closely with Business Partners to grow and deepen customer and business relationships with Business Bankers, SBA Lenders, Mortgage Lenders, Wealth Advisors, Private and Professional Bankers, Treasury Service Bankers.
- Reviewed financial reports regularly to assess performance against objectives and drive strategic decisions.
- These statements integrate high-value responsibilities relevant to the Vice President position and reflect the professional context of Nevada State Bank while aligning with your established writing style and experience level.
- Delivered strong financial performance despite challenging economic conditions by executing prudent risk management strategies throughout all aspects of business operations.
AVP, Financial Center Manager
Bank of America
09.2007 - 10.2015
- Manage daily operations, staffing, customer service and sales initiatives.
- Manage and monitor the performance of a team, including leadership team, a sales team and teller staff.
- Provided strong leadership to enhance team productivity and morale.
- Develop and coach staff to ensure service, sales and operational goals on a daily basis.
- Reviewed and analyzed reports, records and directives to obtain data required for planning department activities.
- Weekly One on One review with each teammate to assess their progress, coach and role play to build proficiency.
- Monitor the operational aspects to ensure compliance with internal audit guidelines are in place.
- Assisted in recruiting, hiring and training of team members.
- Promoted and led performance enhancement culture by actively coaching and mentoring direct reports.
- Manage the revenue and expenses of the financial center to maximize profitability.
- Led initiatives focused on employee engagement, resulting in higher retention rates and improved workplace morale.
- Increased client retention rates by delivering tailored financial advice and addressing individual needs promptly.
Senior Personal Banker
Bank of America
04.1996 - 08.2007
- Responsible for building relationships with clients for services and financial solutions for both consumer and small business clients.
- Exceeded consumer and small business goals every month/quarter/annually.
- Recognized for being top 5% of Personal Bankers for the Market.
- Identifying opportunities, deepening relationships and delivering exceptional services to each and every client.
- Facilitated comprehensive financial needs assessments to tailor banking solutions for diverse client portfolios.
- Resolved complex customer inquiries, demonstrating exceptional problem-solving skills and customer service expertise.
- Strengthened client relationships through consistent follow-ups and proactive communication.
- Delivered comprehensive financial advice to clients based on their unique situations, helping them achieve long-term financial success.
- Mentored junior personal bankers, sharing industry knowledge and best practices for career development.
Customer Service Representative
Bank of America
Las Vegas, NV
10.1994 - 04.1996
- Ensuring customers were taken care of over the phone with questions, concerns with their accounts.
- Resolving issues, ordering checks, statements. ordering ATM cards, stop payments.
- Supported TDD line for hearing impaired customers.
- 1 of 2 associates supporting spanish calls.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
Research and Adjustments
Bank of America
Glendale, California
02.1990 - 10.1994
- Processing claims for customers who placed stop payments and checks paid against a stop payment.
- Contacting maker of check payee, researching if maker of check suffered a loss if check was paid due to an error of the bank.
- Detailed documentation for each research to ensure the bank had a record of each claim.
- Research department servicing all calls from customers with California accounts.
- Proven ability to learn quickly and adapt to new situations.
- Skilled at working independently and collaboratively in a team environment.
- Excellent communication skills, both verbal and written.
- Used critical thinking to break down problems, evaluate solutions, and make decisions.
- Organized and detail-oriented with a strong work ethic.
Customer Service Rep
Bank of America
Glendale, California
11.1989 - 02.1990
- Ensuring customers were taken care of over the phone with questions, concerns with their accounts.
- Resolving issues, ordering checks, statements, ordering ATM cards, stop payments.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Enhanced customer loyalty by offering personalized solutions tailored to individual needs.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Maintained up-to-date knowledge of product and service changes.
- Met customer call guidelines for service levels, handle time and productivity.
Commission Sales Person
Sears Retail Store
Glendale, California
07.1996 - 01.1999
- Heating and Plumbing department.
- Assisted Customers with A/C, plumbing, bathroom accessories for remodeling.
- Setup installation appointments and product knowledge on how the products work and recommended the best products needed.
- Strengthened communication skills through regular interactions with others.
- Proved successful working within tight deadlines and a fast-paced environment.
- Conducted product demonstrations to educate clients on features, benefits, and optimal usage for remodeling projects.
Education
High School Diploma -
Franklin High School
Los Angeles, CAGlendale Community College
Glendale, CASkills
- Effective communicator: strong written and verbal communication skills
- Highly motivated, organized, a self-starter
- Managerial experience and strong leadership skills in banking
- A proven track record in relationship building, associate development, coaching and mentoring, service and sales management
- Staff development
- Risk management
- Performance metrics monitoring
- Recruiting, hiring and interviewing
- Performance monitoring and evaluation
Accomplishments
- -Associate Engagement Council.
- -Community Event Leader
- -HOLA Affinity Group
- -Amigos Affinity Group
- -Women's Executive Meetings
- -Leadership Meetings
- -Gehegan Prospecting Training
- -Crucial Conversation Training
- -Business Cash Flow Training-Tax Returns
- -Small Business Bronze Training business loan processing
Languages
Spanish
Native or Bilingual
Timeline
VP, Market Financial Center Manager
Bank of America
12.2024 - Current
VP, Branch Manager
Nevada State Bank
10.2015 - 11.2024
AVP, Financial Center Manager
Bank of America
09.2007 - 10.2015
Commission Sales Person
Sears Retail Store
07.1996 - 01.1999
Senior Personal Banker
Bank of America
04.1996 - 08.2007
Customer Service Representative
Bank of America
10.1994 - 04.1996
Research and Adjustments
Bank of America
02.1990 - 10.1994
Customer Service Rep
Bank of America
11.1989 - 02.1990
High School Diploma -
Franklin High School
Glendale Community College