Steven Molina
Providence,RI
Summary
Confident and skilled Business Solutions Advisor with over six years of experience in managing customer engagements, streamlining business processes, and overseeing the implementation of customized solutions. Proven as a self-motivated natural leader, successfully designing effective business solutions and leading a 15-member team in project execution. In-depth knowledge of best business practices and processes enhances the ability to consistently deliver exceptional results.
Overview
15
15
years of professional experience
Work History
Business Solutions Advisor
Bank of America
01.2020 - Current
- Manage the full client end-to-end experience and problem resolution using Interact, and SSA
- Provide small business related guidance to financial center associates through huddles and team meetings
- Create a catalyst within the financial center walls offering education on products and services available within Bank of America, the Small Business Administration, and community organizations
- Connecting with financial center partners to stay compliant on changing rules and regulations to services and lending guidelines
- Create partnerships with community educational servicers
- Proactive outbound calling efforts ensuring client’s needs are met using CMC-Salesforce technology
- Mentor for new to role teammates setting day to day expectations
- Attend, organize, and present materials at community engagement and networking events
- Collaborated with upper management to drive strategy and implement new processes.
- Developed and maintained long-term relationships with clients, fostering strong service bonds and encouraging return patronage.
- Recommended specific business products to customers based on unique technical requirements of each.
- Perform detailed research of customer business structures to accurately tailor product, service, tools, and resources.
- Coordinated support responses to customer issues, verifying closure of concerns and correction of deficiencies.
Relationship Manager
Bank of America
07.2018 - 01.2020
- Communicated regularly with clients to understand needs, evaluate current product use and cross-sell new products while providing high level expertise.
- Educated clients on proper and responsible account usage, services and products available, and how to achieve maximum financial health.
- Onboarded clients to online and mobile banking platforms for ease of access and flexibility
- Continuously engage with clients to ensure satisfaction with products and/or services.
- Participated in staff meetings, webinars, and workshops to discuss innovative strategies to improve services.
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
- Maintained knowledge on banking products and distribution to provide optimal service support.
Relationship Manager
Bank of America
07.2018 - 01.2020
- Communicated regularly with clients to understand needs, evaluate current product use and cross-sell new products while providing high level expertise.
- Educated clients on proper and responsible account usage, services and products available, and how to achieve maximum financial health.
- Onboarded clients to online and mobile banking platforms for ease of access and flexibility
- Continuously engage with clients to ensure satisfaction with products and/or services.
- Participated in staff meetings, webinars, and workshops to discuss innovative strategies to improve services.
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
- Maintained knowledge on banking products and distribution to provide optimal service support.
Store Manager
MetroPCS
01.2013 - 07.2018
- Maximized sales and minimized shrinkage through excellent customer service and adherence to standard practices.
- Identify and determining customer needs, best devices and services.
- Handle administrative aspects of sales including paperwork to establish service and filing completed orders
- Maintained proper product levels and inventory controls for merchandise and organized backroom to facilitate effective ordering and stock rotation.
- Completed point of sale opening and closing procedures.
- Coached sales associates in product specifications, sales incentives, and selling techniques, significantly increasing customer satisfaction ratings.
- Supervised guests at front counter, answering questions regarding products.
- Reconciled daily sales transactions to balance and log day-to-day revenue.
- Assisted with hiring, training and mentoring new staff members.
Sales representative
Radio Shack
09.2009 - 07.2011
- Greeted customers and offered assistance with selecting merchandise, finding accessories and completing purchases.
- Worked with sales team to collaboratively reach targets, consistently meeting or exceeding personal quotas.
- Presented professional image consistent with company's brand values.
- Promoted conversion of casual shoppers into customers through product knowledge and product solutions to meet customer needs.
- Kept detailed records of daily activities through online customer database.
- Gained customer trust and confidence by demonstrating compelling, persuasive and composed professional demeanor.
- Informed customers of promotions to increase sales productivity and volume.
- Achieved or exceeded company-defined sales quotas.
Education
Credits earned
CCRI
Providence, RI01.2013
High School - undefined
Feinstein High School
Providence, RI01.2008
Skills
- Cross-Functional Team Leadership
- Corporate Communications
- Public Speaking
- Business Analysis
- Operations Management
- Organizational Development
- Data Analytics
- MIcrosoft
- Word
- Office
- Powerpoint
Community Affiliations
- Council Person for Inaugural Bank of America Hispanic/Latino Business within Bank of America (HLBC)
- Hispanic/Latino Organization for Leadership and Development (HOLA)
- Black Professional Group
- Hispanic Chambers of Commerce of RI
- Rhode Island Black Business Association
- Boys and Girls Club of America
- Multicultural Innovation Center
Languages
English
Native or Bilingual
Spanish
Native or Bilingual
Timeline
Business Solutions Advisor
Bank of America
01.2020 - Current
Relationship Manager
Bank of America
07.2018 - 01.2020
Relationship Manager
Bank of America
07.2018 - 01.2020
Store Manager
MetroPCS
01.2013 - 07.2018
Sales representative
Radio Shack
09.2009 - 07.2011
High School - undefined
Feinstein High School
Credits earned
CCRI
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