Michelle Garcia
Phillipsburg,NJ
Summary
Dynamic Branch Manager with a proven track record of successfully leading all aspects of business operations, both new and ongoing. Recognized for strategic thinking and tactical decision-making, consistently demonstrating a passion for exceptional customer service and exceeding expectations. Adept at creative problem-solving and effectively de-escalating challenging situations while driving positive change within teams. Detail-oriented and organized, capable of managing multiple projects simultaneously with precision and accuracy.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Sr. Branch Manager
Chase Bank
Jersey City, NJ
06.2024 - Current
- Collaborate with partners across Consumer Banking, Business Banking, Home Lending, and Wealth Management to identify opportunities, deliver comprehensive financial solutions, and enhance the overall client experience.
- Collaborate closely with the Branch Operations Lead to execute effective risk and control routines, resulting in consistent operational excellence and audit readiness.
- Coach and support bankers through Plan for the Day check-ins to review client opportunities, establish clear priorities, and maintain focus on key business objectives.
- Maintain a strong focus on client satisfaction by leveraging the Branch Manager Diary to identify opportunities, reinforce service standards, and coach the team toward achieving high customer experience results.
- Leverage performance reporting, business insights, and in-branch observations to develop and execute a targeted Blueprint Branch Action Plan that addresses opportunities, drives accountability, and improves business results.
Branch Manager
Chase
Hoboken, NJ
08.2016 - 06.2024
- Improved customer satisfaction ratings by enhancing service quality and resolving client issues promptly.
- Strengthened relationships with key clients, securing long-term partnerships and driving revenue growth.
- Developed and implemented sales strategies aimed at achieving branch objectives and exceeding expectations.
- Directed daily operations to enhance efficiency and ensure timely task execution.
Branch Manager
Chase
Jersey City, NJ
10.2014 - 08.2016
- Drove operational excellence through the implementation of robust audit controls, ensuring successful branch review outcomes.
- Mentored and guided team members to enhance career advancement opportunities.
- Facilitated collaboration with branch partners by implementing processes to enhance scorecard metrics.
- Cultivated a positive branch culture to enhance overall customer satisfaction.
Branch Manager
PNC
Madison, NJ
08.2013 - 10.2014
- Manage personnel, facility, policies, and processes, in addition to all aspects of activities associated with budgeting, profit, and loss
- Hire, manage, and terminate employees, and conduct regular performance reviews and evaluations
- Boost morale and productivity by implementing successful organizational approaches
- Guide, support, and coach employees on customer service excellence
- Ensure all staff is knowledgeable about bank products and services
- Collaborate with Business Partners to grow new and strengthen existing relationships
- Manage Daily Branch Reports.
Assistant Manager
Chase
Bayonne, NJ
04.2008 - 08.2013
- Interviewed teller candidates and managed the onboarding process of new hires.
- Conducted performance reviews and managed employee evaluations, communicated corrective actions, and processed terminations.
- Optimized staff resources by reviewing branch reports and effectively scheduling employees.
- Oversaw daily operations for retail bank, focusing on branch controls.
- Mentored staff, fostering a culture of continuous improvement and professional development.
Education
Bachelor of Science - Human Resources Management
University of Phoenix
Tempe, AZ05.2013
Skills
- Adaptability and Flexibility
- Sales management
- Customer Service Excellence
- Interviewing and Hiring
- Communication
- Relationship Building
- Cultivating Branch Culture
- Coaching and Mentoring
- Operations management
- Staff development
- Excellent work ethic
Accomplishments
- Championed internal career mobility by coaching and developing team members, resulting in multiple employees successfully securing promotions and new opportunities across the organization.
- Achieved and sustained customer experience scores above 90%, demonstrating a commitment to exceptional service delivery, employee development, and continuous process improvement.
- Achieved and maintained perfect audit scores by fostering a strong risk and control environment, ensuring strict adherence to policies and procedures, and reinforcing a culture of accountability across the team.
Certification
Notary Public
Languages
Spanish
Native or Bilingual
Accomplishments
- BM Mentor for PA New Build 2025
- Divisional Branch Manager Forum 2023
- Women's Leadership Event 2023
- BM Council 2023-2024
- Launch Your Career New Hire Call 2022-2023
Timeline
Sr. Branch Manager
Chase Bank
06.2024 - Current
Branch Manager
Chase
08.2016 - 06.2024
Branch Manager
Chase
10.2014 - 08.2016
Branch Manager
PNC
08.2013 - 10.2014
Assistant Manager
Chase
04.2008 - 08.2013
Bachelor of Science - Human Resources Management
University of Phoenix