Summary
Overview
Work History
Education
Skills
Timeline
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Miguel Friaz

Fresno,CA

Summary

Skilled Branch Manager with demonstrated success in coordinating team and financial activities. Friendly and adaptable professional with remarkable leadership and program management skills. Enterprising individual that is successful in leading every facet of new and ongoing business operations. Strategic thinker and tactical decision-maker with passion for serving customers and exceeding expectations.

Creative problem solver skilled at de-escalating situations and driving positive change. Highly detail-oriented and professional worker and successful at meeting and exceeding branch goals. Expertise in customer service relations and sales management.

Self-directed worker with adaptability to meet changing operational needs. Energetic and resourceful professional proficient in program management and team leadership. Innate sales abilities and customer service skills.

Motivated & passionate about providing excellent customer service and exceeding expectations. Talented professional well-versed in service marketing and credit offerings. Inspires staff loyalty through strong leadership and communication skills. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Ready to help team achieve company goals.

To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.

Overview

23
23
years of professional experience

Work History

Branch Manger

Golden 1 Credit Union
03.2008 - 08.2023
  • Interviewed and hired talented individuals with top-level strengths, improving organizational talent, and skill set providing high level training
  • Resolved various issues impacting sales management and business operations.
  • Assessed employee performance and developed improvement plans.
  • Gather historical data and submit reports to senior leadership on monthly basis.
  • Fostered professional and friendly environment that provides exceptional service resulting in expansion of market share, wallet share, and increased revenue.
  • Build, train, coach and lead engaging teams through employee development.
  • Plans, organizes, directs, implements and controls all aspects of branch operations, including achievement of compliance for all regulations, policies, and procedures.
  • Created positive branch service culture and partners with other departments to achieve shared company objectives.
  • Identifies community event opportunities and potential select employee groups and actively participates in related events.
  • Coach, develop and manage staff performance to meet or exceed all service objectives and expectations.
  • Identify, target, and market to potential fields of membership within branch’s demographic and local communities.
  • Develop and implement branch business and marketing plans.
  • Plans, organizes and participates in branch outbound call efforts. Ensures all team members follow-up on active member outreach (i.e. phone calls, e-mails, etc…).
  • Conduct employment interviews as necessary. Hire, train, develop, direct, schedule, and evaluate performance for all branch employees.
  • Maintain thorough understanding of all state and federal laws and regulations related to credit union compliance.
  • Complete activities associated with human resource processes of direct reports, including appraisals, disciplinary actions, individual development plans, career development, training, interviews, etc…
  • Identify, investigate and respond to members’ concerns.
  • Distribute all pertinent information to management and staff through preparing, conducting, and attending meetings.
  • Participate on special and standing committees.
  • Provide recommendations on all branch employees’ promotions and placement.
  • Prepare and submit budget justifications oversee and control applicable budgetary expenses.
  • May occasionally be requested to fill in at another location.
  • Develop and maintain understanding of pertinent regulatory requirements and risks inherent to job responsibilities, establish, and maintain control activities that mitigate those risks consistent, operational integrity and compliance with applicable regulations.
  • Met deadlines by proactively managing individual and team tasks and streamlining processes.
  • Managed 3 different locations effectively and successfully, with staffing ranging from 9-18 employees.
  • Increased sales year by year by 10%.

Personal Banker

Bank Of America
02.2006 - 03.2008
  • Worked closely with management to strategize sales techniques to increase branch production and customer service.
  • Assisted customers with setting up or closing accounts, completing loan applications, and signing up for new services.
  • Cross-sold bank products and services to meet customer needs and provide options.
  • Promoted financial products by maintaining excellent service offering knowledge.
  • Managed deposits, withdrawals and wire transfers to process smooth banking transactions for clients.
  • Followed up with customers to gather feedback and provide additional assistance.
  • Processed customer requests for statements, ordering additional checks, and updating customer personal information in database.
  • Balanced cash drawers and vault accounts on daily basis with zero discrepancies.

Customer Service Specialist

Bank Of America
02.2001 - 03.2008
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
  • Took payment information and other pertinent information such as addresses and phone numbers to place orders.
  • Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Resolved customer complaints and addressed emergency requests and needs.
  • Responded to customer calls and emails to answer questions about products and services.
  • Adhered to company policies and scripts to consistently achieve call-time and quality standards.

Education

Certificate of Completion - Graphic Design

Institute of Technology
Clovis, CA
07.2004

High School Diploma -

Roosevelt High School
Fresno, CA
06.1998

Skills

  • Excellent Communication Skills
  • Team Player
  • Training and Development
  • Attention to Detail
  • Employee Development
  • Excellent Time Management Skills
  • Sales Expertise
  • Excellent Team Leadership
  • Build Customer/Vendor Relationships
  • Multitasking Abilities
  • Excellent Work Ethic
  • Staff Training

Timeline

Branch Manger

Golden 1 Credit Union
03.2008 - 08.2023

Personal Banker

Bank Of America
02.2006 - 03.2008

Customer Service Specialist

Bank Of America
02.2001 - 03.2008

Certificate of Completion - Graphic Design

Institute of Technology

High School Diploma -

Roosevelt High School

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Miguel Friaz