Melissa Carbajal
Racine,WI
Summary
Dynamic leader with a proven track record, enhancing customer satisfaction and team productivity through effective staff management and problem-solving. Excelled in financial management and employee motivation, significantly improving branch operations. Skilled in training and mentoring, I foster a culture of excellence and efficiency.
Overview
13
13
years of professional experience
Work History
Branch Admin Supervisor & Client Assistant
R.W Baird
06.2021 - 03.2024
- Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Improved customer satisfaction with timely response to inquiries, addressing concerns, and finding effective solutions.
- Increased team productivity by implementing efficient workflows and setting clear expectations for staff members.
- Coordinates/arranges training for all branch support associates to ensure their work is linked to Financial Advisor (FA) and branch business needs.
- Ensures associates are aware of PWM branch initiatives and communicates administrative and operational topics to staff appropriately. Plans and leads monthly staff meetings.
- Supervises and evaluates the work of the branch support staff. Prioritizes work, assigns tasks and monitors progress.
- Demonstrated commitment to the organization''s core values, leading by example and fostering a culture of excellence.
- Resolves problems and interprets policies, procedures, and guidelines for staff.
- May be responsible for P&L oversight alongside branch manager.
- Supervised 10 branch office support staff.
Bank Branch Manager
BMO Harris
03.2016 - 06.2021
- Managed daily branch operations for optimal efficiency and performance, resulting in improved customer experiences.
- Led a team of banking professionals, providing regular coaching and development opportunities for career growth.
- Maintained confidentiality of bank records and client information to prevent mishandling of data and potential breaches.
- Assessed employee performance and developed improvement plans.
- Implemented risk management processes to identify potential risks, reducing losses and maintaining compliance with regulatory requirements.
- Conducts cold calls to prospective customers to develop new client relationships.
- Resolves client related issues using knowledge of bank services, products, and processes while fulfilling sale, services and KPI's for branch goals.
Senior Relationship Banker
BMO Harris
02.2013 - 03.2016
- Increased cross-selling opportunities through identifying clients'' needs and recommending appropriate banking products.
- Resolved complex customer issues, resulting in increased trust and loyalty among clients.
- Supervised daily branch operations to ensure efficiency, compliance, and a positive customer experience.
- Provided support during audits by ensuring accurate documentation was maintained for all client interactions.
- Maximized loan portfolio growth by conducting comprehensive reviews of borrower applications.
- Assisted in training new hires, sharing best practices and imparting valuable industry knowledge.
- Developed strong relationships with clients by offering tailored solutions to their financial goals.
- Collaborated with other team members to deliver seamless banking experiences for customers.
Relationship Service Representative / Teller
BMO Harris Bank
03.2011 - 02.2016
- Maintained productivity and quality standards at all times.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Consistently demonstrated a strong work ethic, arriving punctually for shifts and maintaining focus on providing top-tier service throughout entire workday.
- Maintained comprehensive knowledge of company products and services, ensuring accurate information was relayed to customers at all times.
- Provided information about company products and services, and capitalized on upsell opportunities.
- Assisted clients in understanding billing procedures and payment options while maintaining strict adherence to internal policies regarding financial transactions.
- Participated in ongoing training programs to stay abreast of industry trends, emerging technologies, and best practices within the field of customer service.
- Delivered outstanding support, assisting customers in navigating complex product offerings and services.
Education
No Degree - Economics And General Course Studies
UW Parkside
Kenosha, WI05.1997
Skills
- Training and mentoring
- Goal-Oriented
- Staff Management
- Employee Motivation
- Processes and procedures
- Financial Management
- Multitasking
- Attention to Detail
- Problem-solving abilities
Additional Information
US Army Reserve - June 1994 to May 1997
Basic Training - Fort Leonard Wood, MO
MOS 25M Defense Information School, Fort Meade, Maryland
Timeline
Branch Admin Supervisor & Client Assistant
R.W Baird
06.2021 - 03.2024
Bank Branch Manager
BMO Harris
03.2016 - 06.2021
Senior Relationship Banker
BMO Harris
02.2013 - 03.2016
Relationship Service Representative / Teller
BMO Harris Bank
03.2011 - 02.2016
No Degree - Economics And General Course Studies
UW Parkside
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