Summary
Work History
Education
Skills
Certification
Languages
Timeline
Overview
References
Generic
MIKE SANTILLAN

MIKE SANTILLAN

Chattanooga,TN

Summary

Financial services professional with over 20 years of experience in banking, customer experience, training, and travel services. Proven ability to build strong client relationships and lead cross-functional teams to execute strategic initiatives that enhance growth and loyalty. Expertise in financial consulting, marketing, and bilingual client engagement, consistently exceeding performance metrics. Recognized for strong work ethic, adaptability, and exceptional interpersonal skills, with fluency in English and Spanish. Well-qualified Training Specialist adept at planning and implementing onsite and remote training programs. Authoritative and clear communicator with enthusiastic style and insightful approach.

Work History

Marketing & Travel Specialist (Contract)

Epic Travel Atlanta
Buford, Georgia
2015.12 - Current
  • Established and directed boutique travel agency, delivering global, personalized vacation planning
  • Managed branding and client acquisition initiatives, substantially broadening business reach.
  • Provided exceptional client service, fostering robust repeat business and referrals.
  • Offered specialized insight into travel regulations and location specifics.
  • Assisted clients with travel documentation and visa requirements.
  • Communicated effectively with suppliers to ensure seamless service delivery.
  • Took payments via credit and debit cards and handled sensitive information with professionalism and discretion.

Senior Banker

Bank of America
Chattanooga, Tennessee
2023.07 - 2025.08
  • Built and maintained long-term relationships with individual and small business clients.
  • Led personalized financial consultations to assess client needs and deliver tailored banking, lending, and investment solutions.
  • Partnered with internal teams to provide end-to-end service across business banking, Merrill investment products, and mortgage services.
  • Analyzed financial needs to recommend suitable banking solutions.

Relationship Manager & Credit Solutions Advisor I

Bank of America
Chattanooga, Tennessee
2019.08 - 2023.07
  • Provided strategic lending guidance aligned with clients' financial goals.
  • Supported branch teams by mentoring staff in product knowledge and client engagement.
  • Drove cross-sell and deepening strategies to increase client loyalty and satisfaction.
  • Acted as a trusted advisor, conducting financial reviews to recommend tailored banking and lending solutions.
  • Originated HELOCs and managed compliance throughout the lending process, while collaborating with internal specialists to deliver comprehensive financial planning solutions.
  • Facilitated financial product education to enhance client understanding and engagement.
  • Identified customer needs, developed customized solutions, and provided knowledgeable advice.
  • Developed and maintained strong relationships with clients to ensure satisfaction and loyalty.

Account Executive

Wyndham Resorts Vacationality
Atlanta, Georgia
2014.06 - 2015.12
  • Engaged high-net-worth individuals and families to introduce a premier Wyndham product: a vacation ownership program integrated with Norwegian Cruise Line offerings.
  • Organized and hosted client-facing dinners and presentations to build rapport and trust with prospective buyers.
  • Delivered compelling product demonstrations and personalized travel solutions that emphasized long-term value and luxury vacation flexibility.
  • Managed the full sales cycle—from prospecting and initial meetings to follow-up, contract signing, and post-sale engagement.
  • Exceeded sales goals through effective consultative selling techniques, and exceptional customer service.

Vice President (Contract)

DECA Inc.
Reston, Virginia
2013.04 - 2014.05
  • Developed business plans, marketing strategies, and financial analyses through competitive leadership events.
  • Organized fundraising and outreach efforts, enhancing organizational presence and mission.
  • Collaborated with cross-functional teams to align business objectives and drive growth.
  • Fostered relationships with key stakeholders to strengthen organizational partnerships and collaborations.

Policy & Procedures Specialist

Delta Air Lines
Atlanta, Georgia
2011.10 - 2012.03
  • Developed and implemented customer service policies aligned with FAA, DOT, and ADA regulations.
  • Served as a subject matter expert for service standards and internal communications.
  • Collaborated with cross-functional teams to ensure compliance with regulatory standards.
  • Reviewed documentation for accuracy and adherence to company policies.

Strategy & Technology Specialist

Delta Air Lines
Atlanta, Georgia
2008.03 - 2011.10
  • Led the launch of Delta's mobile boarding pass and kiosk revamp, enhancing the digital travel experience.
  • Championed improvements in airport layout and implementation of customer self-service solutions
  • Provided technical support for software and hardware systems.
  • Collaborated with teams to implement new technology solutions.
  • Trained staff on using various software applications effectively.
  • Assisted in developing training materials for technology onboarding programs.
  • Trained users on how to use various pieces of technology safely and efficiently.

Airport Customer Service Training Facilitator

Delta Air Lines
Atlanta, Georgia
2004.03 - 2008.03
  • Delivered FAA-regulated and Delta-specific training for domestic and international stations.
  • Facilitated new station openings and operational readiness training globally.
  • Facilitated training sessions for new employees on safety protocols and operational procedures.
  • Evaluated trainee performance through assessments and provided constructive feedback.
  • Facilitated group learning sessions, workshops, seminars, and orientations.
  • Maintained records of all staff members who attended training sessions and their respective outcomes.
  • Helmed many classes, activities, and workshops each year.
  • Mentored and onboarded new staff members to establish top client satisfaction.
  • Utilized learning management systems (LMS) to administer online training and track employee progress.
  • Facilitated engaging and informative training sessions for both new hires and existing staff.
  • Facilitated team-building exercises to enhance workplace collaboration and morale.

Education

Business Administration and Management -

Harding University
Searcy, AR

A.A.S. - Marketing/Marketing Management

Gwinnett Technical College
Lawrenceville, GA

Skills

  • Language fluency: English, Spanish
  • Financial consulting and lending
  • Customer relationship management (CRM)
  • Public speaking expertise
  • Sales strategy development
  • Microsoft Office Suite
  • Cross-functional leadership
  • Logistical organization
  • Regulatory compliance
  • Marketing tactics execution
  • Online marketing
  • Brand strategy
  • Market research
  • Effective communication
  • Problem solving

Certification

  • NMLS ID, 2372342, Bank of America
  • Ground Security Coordinator (GSC), Delta
  • FAA/TSA-Regulated Training Facilitator, Delta

Languages

English
Professional
Spanish
Professional

Timeline

Senior Banker

Bank of America
2023.07 - 2025.08

Relationship Manager & Credit Solutions Advisor I

Bank of America
2019.08 - 2023.07

Marketing & Travel Specialist (Contract)

Epic Travel Atlanta
2015.12 - Current

Account Executive

Wyndham Resorts Vacationality
2014.06 - 2015.12

Vice President (Contract)

DECA Inc.
2013.04 - 2014.05

Policy & Procedures Specialist

Delta Air Lines
2011.10 - 2012.03

Strategy & Technology Specialist

Delta Air Lines
2008.03 - 2011.10

Airport Customer Service Training Facilitator

Delta Air Lines
2004.03 - 2008.03

Business Administration and Management -

Harding University

A.A.S. - Marketing/Marketing Management

Gwinnett Technical College

Overview

22
22
years of professional experience
1
1
Certificate

References

References available upon request.
MIKE SANTILLAN