PEDRO ESTRELLA
Tucson,AZ
Summary
Looking to obtain a position in a challenging company where I can utilize my skills acquired during my training period and further develop in my position. Experienced Branch Service Manager with a background in overseeing operations, improving customer service, and driving business growth. Strong leadership skills aid in managing teams effectively to increase productivity. Proven ability to implement strategic initiatives that enhance operational efficiency. Notably transformed underperforming branches into profitable units while bolstering client satisfaction rates.
Overview
17
17
years of professional experience
Work History
Branch Service Manager
National Bank of Arizona
Tucson, Arizona
03.2022 - Current
- Developed and implemented customer service policies and procedures to ensure maximum customer satisfaction.
- Provided effective coaching, training, and mentoring to branch staff in order to increase sales performance.
- Resolved escalated customer complaints in a professional manner while ensuring customer satisfaction.
- Worked with collections team to collect and resolve past due and overdrawn accounts.
- Created strategies for improving customer service standards within the branch.
Rural Mail Carrier Associate
United States Postal Service
12.2019 - 03.2022
- Case incoming mail in order
- Maintain customer holds and forwards
- Sort and correctly organize incoming packages
- Pick up customer outgoing mail
- Handle sensitive information in a confidential manner
- Deliver mail to customer in an organized and correct manner
Relationship Manager
Bank of America
Tucson, AZ
07.2017 - 12.2018
- Schedule clients for appointments
- Maintain a current and organized book of business
- Answer inbound calls as well as make outbound calls to potential clients
- Create schedule for myself as well as fellow employees
- Handle sensitive information in a confidential manner
- Contact clients and former clients with overdrawn or charged off accounts to collect past due balances.
Teller/Personal Banker/ Business Advocate/Branch Service Manager
Wells Fargo Bank
Tucson, AZ
07.2007 - 07.2017
- Answer and Direct incoming phone calls
- Develop and maintain an organized filing system
- Strong critical thinking and problem solving
- Work fellow teammates to complete daily office tasks
- Collect payments for loan accounts and contact past due accounts to collect payments.
- Provided exceptional customer service while accurately processing routine transactions.
- Assist with pulling up and printing daily reports.
- Train and develop new hires, and promoted team members.
Education
EED - Business Certificate Program
U of A – Eller College of Management
Tucson, AZ09.2015
Diploma -
Tucson High Magnet School
Tucson, AZ01.2004
Skills
- Ability to work well in and unsupervised atmosphere
- Good critical thinking skills
- Ability to solve problems
- Ability to work well with others
- Self-starter
- Fast learner
- Staff training
- Collections
- Employee development
Languages
Spanish
Professional
English
Professional
Timeline
Branch Service Manager
National Bank of Arizona
03.2022 - Current
Rural Mail Carrier Associate
United States Postal Service
12.2019 - 03.2022
Relationship Manager
Bank of America
07.2017 - 12.2018
Teller/Personal Banker/ Business Advocate/Branch Service Manager
Wells Fargo Bank
07.2007 - 07.2017
EED - Business Certificate Program
U of A – Eller College of Management
Diploma -
Tucson High Magnet School
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