Telma Cruz
Business Administration
Clinton,United States
Summary
Competitive Sales Service Representative prioritizes organizational expansion objectives and customer service quality. Identifies and capitalizes on sales opportunities to generate lasting relationships with clients. Adept communicator of product and service utilities with adaptive messaging techniques.
Skilled Branch Manager with demonstrated success in coordinating team and financial activities. Friendly and adaptable professional with remarkable leadership and program management skills.
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
15
15
years of professional experience
3
3
Certification
2
2
Languages
Work History
Sales and Service Specialist
Fulton Bank
Clinton , MD
04.2023 - Current
- Cross-sold wide range of services and products to increase new business and expand existing customer relationships.
- Counted currency, coins and checks in cash drawer, night depository and ATM.
- Collected cash and checks for deposit or processed withdrawals by examining checks for endorsements, verifying amounts, inputting into computer systems and printing receipts.
- Investigated and resolved account issues by offering applicable options to customers.
- Identified customer desires and goals through needs-based sales tactics.
- Educated customers on online banking and mobile banking applications.
- Established rapport with new clients to increase satisfaction and loyalty.
- Cross-sold credit cards, loans and other bank products.
- Educated clients on current promotional offerings and products using persuasive selling tactics.
- Maintained 35% conversion rate on new contacts by using persuasive communication skills
- Opened new accounts and made changes to existing accounts.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Worked effectively in fast-paced environments.
- Proven ability to learn quickly and adapt to new situations.
- Passionate about learning and committed to continual improvement.
- Supported tellers by processing transactions involving money orders, cashiers checks and payments.
- Referred customers to other banking departments for specialized services.
Team Supervisor
C. Advantage/Woodley Park Towers Condominiums
Washington , DC
08.2006 - 04.2023
- Partnered with General manager to train and develop team member skillsets and competencies.
- Managed performance reviews for 12 employees, analyzing individual employee achievements and overall trends in workforce execution metrics.
- Maintained operational facilities attractive to potential tenants by organizing regular maintenance, major repairs, and capital improvement projects.
- Completed final move-out walk-throughs with tenants to identify required repairs.
- Handled tenant complaints promptly and appropriately, calling in repairmen, and other support services.
- Conducted regular inspections of both interior and exterior of properties for damage.
- Implemented and enforced policies and procedures to maintain properties to highest standards.
- Interacted with cross-functional support groups to manage day-to-day operations and identified and resolved operational problems using defined processes, expertise and judgment.
- Monitored progress of construction and maintenance projects and notified appropriate individuals of project updates, delays, and schedule changes.
- Monitored tenant behavior and implemented corrective action to maintain order in assigned properties.
- Coordinated with janitorial and engineering staff on maintenance and upkeep.
- Communicated effectively with owners, residents, and on-site associates.
Assistant Manager
Bestway/Green Castle
Silver Spring , MD
09.2002 - 12.2006
- Implemented business strategies, increasing revenue and effectively targeting new markets.
- Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
- Reconciled daily sales transactions to balance and log day-to-day revenue.
- Maximized sales and minimized shrinkage through excellent customer service and adherence to standard practices.
- Answered over 50 daily incoming phone calls to process requests, transfer calls, or relay messages to appropriate personnel.
- Strengthened merchandising and promotional strategies to drive customer engagement and increase sales
Bank Branch Manager
Bank Salvadoran
Santa Rosa De Lima , La Union
11.1996 - 08.2002
- Compiled database of loan applicants' credit histories, financial statements and other financial information.
- Created strategies to develop and expand existing customer sales, resulting in increase 20% in annual sales.
- Performed banking, business administration and financial tasks to guarantee five-star service for clients.
- Assisted clients with issues or requests and mentored employees on customer service techniques.
- Assisted with daily cash and ATM balancing.
- Conducted cash and key audits for controls and compliance.
- Established internal audit procedures to validate and improve accuracy of financial reporting.
- Assessed employee performance and developed improvement plans.
- Interviewed and hired talented individuals with top-level strengths, improving organizational talent, and skill set.
- Maintained confidentiality of bank records and client information to prevent mishandling of data and potential breaches.
- Engaged employees in business processes with positive motivational techniques.
- Complied with established internal controls and policies.
Education
Continuing Education -
Prince George's Community College
Upper Marlboro, MDCurrent
Bachelor Of Administrative Studies - Business Administration
University Gerardo Barrios
San Miguel, CA01-2000
College Liceo Francisco Gavidia
San Miguel, CASkills
- Flexible and Adaptable
- Interpersonal Communication
- Cash handling expertise
- Relationship building and management
- Sales professional
- Customer service awareness
- Teamwork and Collaboration
- Critical Thinking
- Dependable and Responsible
- Risk management
- Sales expertise
- Problem-Solving
- Attention to Detail
- Customer Needs Assessments
- Information Updates
- Solving Customer Concerns
- Conflict Resolution Techniques
- Customer Service and Assistance
- Effective Customer Communication
- Loyalty Programs
- Closing Procedures
- Cash Transactions Processing
- Check Endorsing
- Standards Compliance
- Contact Follow-Up
- Sales and Marketing
- Business Development
- Lead Prospecting
- Phone Inquiries
- Microsoft Office
- Flexible and Adaptable
- Flexible and Adaptable
- Credit and Debt Card Processing
- Overcoming Objections
- Continuous Improvement
- Banking Best Practices
- Build Customer Relationships
Certification
CNP - Certified Notary Public
Certificate - Executive Administration Skills
CALP - Certified Apartment Leasing Professional
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
Every problem is a gift—without problems we would not grow.
Tony Robbins
Timeline
Sales and Service Specialist
Fulton Bank
04.2023 - Current
Team Supervisor
C. Advantage/Woodley Park Towers Condominiums
08.2006 - 04.2023
Assistant Manager
Bestway/Green Castle
09.2002 - 12.2006
Bank Branch Manager
Bank Salvadoran
11.1996 - 08.2002
Continuing Education -
Prince George's Community College
Bachelor Of Administrative Studies - Business Administration
University Gerardo Barrios
College Liceo Francisco Gavidia
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