Sonia Delgado
Chandler,AZ
Summary
Knowledgeable and dedicated customer service professional with extensive experience in the banking industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
19
19
years of professional experience
Work History
Business Solutions Representative
JPMorgan Chase
Tempe, Arizona
06.2019 - Current
- Manage 250 clients and conduct annual reviews to build a relationship, understand their business, and make recommendations to improve their banking experience.
- Coach and mentor new and existing co-workers on our daily expectations and how to accomplish them effectively.
- Through relationship building with clients, they build trust with me and have brought balances over from other banks and deepen their relationship with Chase.
- Build relationships with internal partners to ensure One Chase is delivered to customers and they have a positive banking experience.
- Successfully managed book of business by providing solutions to customers which led to exceeding goals and finishing in the top 5 Nationally.
- Chosen to be a member of our Customer Service Council which created a document for all employees to follow to build relationships with clients.
Branch Manager
JPMorgan Chase
Phoenix, Arizona
12.2010 - 06.2019
- Effectively leads, manages, develops, and assesses performance of employees to deliver results.
- Responsible for financial activity of the branch including all tellers balance, cash average for the vault is met, and audits are performed on every entity quarterly.
- Motivate and lead team to meet goals while delivering an exceptional customer experience and cross sell products that will deepen the customer’s relationship.
- Recognize employees for successes and create action plans for their areas of opportunity.
- Set goals daily in order for the branch to deliver a great customer experience, deposit and investment growth, and campaign performance.
- Achieved above average results in deposit balances, loans, and investments by actively coaching bankers.
- Achieved a Perfect Branch Review by having employees follow policies and procedures consistently, communicate updates to policy, and deliver a high level of customer service.
Personal Banker
JPMorgan Chase
Laveen, Arizona
10.2006 - 12.2010
- Set clients up with a new account package that includes a checking and savings account, rewards debit card, and a credit card.
- Build rapport with clients while setting them up with a new account packages to ensure they will return for every banking need.
- Offer non-Chase customers the benefits of banking with Chase such as the Chase Exclusives, having a personal banker, and all of the online features that come with the account.
- Profile business clients and offer the appropriate items that their business will benefit from including merchant services, payroll services and a business debit and credit card.
- Call clients to set appointments for a new account package or an investment or mortgage appointment to achieve my goals.
Operational Support
JPMorgan Chase
Phoenix, Arizona
09.2005 - 10.2006
- Answer inbound calls and transfer customers to the appropriate person, either bankruptcy or collection specialist, assigned to their account.
- Email collection agencies copies of contracts, credit applications, titles and breakdown letters for the customers they are collecting on.
- Communicate effectively with agencies to resolve customer disputes or answer questions an agency has on an account.
Co-Manager
Guess Inc
Tempe, Arizona
03.2005 - 09.2005
- Perform opening and closing duties; consisted of balancing the drawers, counting money, and ensuring the sales associates straightened the store properly.
- Achieve LY (volume of last year) by working with sales associates to ensure client needs are being met with superior customer service.
Assistant Manager
Charlotte Russe
Tempe, Arizona
08.2003 - 03.2005
- In charge of one of the four areas of management each quarter.
- The different areas included Human Resources, Visuals, Customer Service and Loss Prevention and Operations.
- Customer Service Manager insured all employees were following the Charlotte Russe standard of service and all customers had an enjoyable shopping experience.
- Manage and motivate employees to insure rigorous sales goals, LY are met on a daily basis as well as their individual goals.
- Create a positive experience in a fast paced environment where employees and customers enjoy being.
- Membership.
Education
Hugh Down School of Human Communication
Bachelor of Arts - Communication
Arizona State University
Skills
- Customer Retention Strategies
- Upbeat and Positive Personality
- Issue and Complaint Resolution
- Understanding Customer Needs
- Responding to Difficult Customers
- Courteous with Strong Service Mindset
- Efficient and Detail-Oriented
Affiliations
Communications Co-Chair for Women on the Move
Member of Talent and Mobility - Continuing Education
Timeline
Business Solutions Representative
JPMorgan Chase
06.2019 - Current
Branch Manager
JPMorgan Chase
12.2010 - 06.2019
Personal Banker
JPMorgan Chase
10.2006 - 12.2010
Operational Support
JPMorgan Chase
09.2005 - 10.2006
Co-Manager
Guess Inc
03.2005 - 09.2005
Assistant Manager
Charlotte Russe
08.2003 - 03.2005
Hugh Down School of Human Communication
Bachelor of Arts - Communication
Arizona State University