Samantha Gonzales
Sundown,TEXAS
Summary
Dynamic Branch Manager with a proven track record at World Finance, excelling in operations management and customer service. Enhanced branch profitability through strategic marketing initiatives and streamlined loan processing, significantly improving customer experience. Skilled in coaching and mentoring teams, fostering collaboration, and building strong client relationships to drive engagement and retention.
Overview
9
9
years of professional experience
Work History
Branch Manager
World Finance
05.2020 - Current
- Oversaw daily branch operations, ensuring compliance with company policies and procedures.
- Developed and implemented strategic marketing initiatives to drive customer engagement and increase loan applications.
- Trained and mentored staff to enhance performance, improve service standards, and foster team collaboration.
- Analyzed financial reports to identify trends, optimize branch performance, and inform decision-making processes.
- Built relationships with local businesses to promote services and expand community presence through networking events.
- Led quarterly performance reviews to evaluate staff contributions, set goals, and provide constructive feedback for development.
- Continuously monitored branch performance against key performance indicators, taking corrective actions as needed to ensure objectives were met or exceeded.
- Maintained friendly and professional customer interactions.
- Increased branch profitability by implementing cost-saving measures and streamlining operational processes.
- Examined customer loan applications for loan approvals and denials.
- Streamlined loan processing procedures, significantly reducing approval times and improving customer experience.
- Ensured exceptional customer service, resolving issues swiftly to maintain trust and satisfaction.
- Oversaw daily branch operations, ensuring compliance with regulatory standards and maintaining operational integrity.
Account Specialist
World Finance
04.2017 - 05.2020
- Facilitated account management processes to enhance customer satisfaction and retention.
- Analyzed client accounts to identify opportunities for service improvements and cross-selling.
- Collaborated with team members to streamline onboarding procedures for new clients.
- Resolved customer inquiries efficiently, ensuring timely follow-up and issue resolution.
- Maintained detailed records of client interactions to support internal reporting efforts.
- Enhanced client satisfaction by promptly resolving account issues and providing exceptional customer service.
- Managed multiple accounts simultaneously, demonstrating exceptional organizational skills and attention to detail.
- Set up new customer accounts and updated existing profiles with latest information.
- Reconciled customer accounts and identified discrepancies for further investigation.
- Contributed to team objectives in fast-paced environment.
- Served customers with knowledgeable, friendly support at every stage of the loan process.
- Recorded accurate and efficient records in customer database.
- Gained customer trust and confidence by demonstrating compelling, persuasive and composed professional demeanor.
Education
High School Diploma -
Sundown ISD
Sundown, TXBehavioral Sciences
South Plains College
Levelland, TXSkills
- Branch operations management
- Customer service
- Customer relationships
- Excellent time management skills
- Excellent work ethic
- Attention to detail
- Coaching and mentoring
- Team supervision
- Relationship building and management
- Verbal/written communication
- Operations management
- Decision-making
- Cash handling
- Staff supervision
- Interviewing and hiring
- Conflict resolution
- Friendly
- Loan documentation
- Collections
- Loans
- Multi-tasking
Timeline
Branch Manager
World Finance
05.2020 - Current
Account Specialist
World Finance
04.2017 - 05.2020
High School Diploma -
Sundown ISD
Behavioral Sciences
South Plains College