Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Languages
Timeline
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Susana Soares Sousa

Mineola,USA

Summary

Experienced manager with a proven track record of team leadership, strategic planning, and organizational expertise. Throughout a successful career, developed a strong skill set that enables seamless empowerment of employees to efficiently handle daily operations and exceed customer expectations. Recognized as a dedicated trainer and mentor, known for exceptional management abilities and a results-driven approach. Experienced in directing and improving operations through effective employee motivational strategies and strong policy enforcement. Proficient in best practices, market trends, and regulatory requirements of industry operations. Analytical approach to business planning and day-to-day problem-solving, a talented leader who can drive success in any organization.

Overview

16
16
years of professional experience
1
1
Certification

Work History

Financial Center Manager- Vice President

Bank of America
01.2013 - Current
  • Develop tactics to increase assets and profitability within my territory
  • Counsel high net-worth individuals and corporate clients with regard to investment opportunities, risk analysis, and monetary returns
  • Developed, coached, mentored and promoted staff to supervisory positions
  • Cross-trained existing employees to maximize team agility and performance.
  • Developed positive relationships with new and existing clients to build a reputation of excellent service and help generate repeat business
  • Maintained professional, organized, and safe environment for employees and patrons.
  • Contribute to meeting branch sales goals by performing in-person and telephone sales calls, bringing in new business
  • Service customers and handle customer issues and complaints
  • Supervise cash transactions daily
  • Responsible for opening and closing of branch
  • Acted as liaison between the market and the leadership group when Market leader was off
  • Mentored and trained leaders to help develop strong successful teams
  • Built and lead high-performance team focused on achieving sales and service goals.
  • Implemented policies to improve efficiency and team performance.
  • Collaborated with internal business partners to deliver cohesive banking experience to customers.
  • Performed banking, business administration and financial tasks to guarantee five-star service for clients.
  • Established internal audit procedures to validate and improve accuracy of risk performance.
  • Complied with established internal controls and policies.
  • Demonstrated proficient leadership skills to motivate employees and build competent teams.
  • Established and maintained strong relationships with customers, vendors and strategic partners.
  • Maintained P&L and shouldered corporate fiscal responsibility.
  • Monitored key business risks and established risk management procedures.

Assistant Secretary-Branch Manager

Astoria Federal Savings Bank
01.2009 - 01.2013
  • Management position accountable for soliciting business accounts and developing strategic alliances with clientele
  • Develop tactics to increase assets and profitability within my territory
  • Counsel high net-worth individuals and corporate clients with regard to investment opportunities, risk analysis, and monetary returns
  • Supervise daily branch operations, including training and evaluating 15 employees
  • Developed, coached, mentored and promoted staff to supervisory positions
  • Developed positive relationships with new and existing clients to build a reputation of excellent service and help generate repeat business
  • Achieve high mystery shop results
  • Contribute to meeting branch sales goals by performing in-person and telephone sales calls, bringing in new business loans and balances
  • Evaluate daily exceptions report
  • Analyze daily reports
  • Kept branch audit compliant
  • Service customers and handle customer issues and complaints
  • Supervise cash transactions daily
  • Responsible for opening and closing of branch
  • Utilize and adhere to sales tactics similar to those of Cohen Brown
  • Directed daily operations for a retail bank, including branch sales, business development and customer service
  • Participate in community events and sought board positions in community organizations to position the bank as a leader within the community
  • Managed a non performing branch to reaching maximum sales results as to ensuring both quarterly goals and annual goals
  • Featured in the company newsletter for achieving optimum sales results

Education

Bachelor of Communication Arts -

St John’s University
Jamaica, New York
01.2002

Skills

  • Team development
  • Quality controls
  • Sales initiatives
  • Document preparation
  • Talent recruitment
  • Partnership development
  • Sales management
  • Operations management
  • Decision-making
  • Performance monitoring
  • Complaint resolution
  • Scheduling

Accomplishments

  • Conflict Resolution - Responsible for handling customer inquiries, accurately providing information to ensure resolution of product/service escalations and customer satisfaction.
  • Customer Relations - Earned highest marks for customer satisfaction
  • Achieved high Client Satisfaction 2 years consistently
  • Achieved and surpassed team goals consistently

Certification

  • Business Development Skills
  • Fluent in Portuguese & Spanish

Languages

Portuguese
Native or Bilingual
Spanish
Native or Bilingual

Timeline

Financial Center Manager- Vice President

Bank of America
01.2013 - Current

Assistant Secretary-Branch Manager

Astoria Federal Savings Bank
01.2009 - 01.2013

Bachelor of Communication Arts -

St John’s University

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Susana Soares Sousa