Thalys Sanchez
Brandon
Summary
Skilled Branch Manager with 15+ years of people management with demonstrated success in coordinating team and financial activities. Adaptable and friendly professional with remarkable leadership and management skills. Seeking to continue to grow within the financial industry and spread my passion for customer service, financials and employee development.
Overview
16
16
years of professional experience
Work History
Branch Manager
GTE Federal Credit Union
02.2022 - Current
- Evaluated employee performance regularly through appraisals and feedback sessions to facilitate continuous development of skills and knowledge base within the team.
- Collaborated with senior leadership on strategic planning initiatives to align branch objectives with corporate goals.
- Assessed employee performance and developed improvement plans.
- Strengthened relationships with key clients, securing long-term partnerships and driving revenue growth.
- Hosted Financial Literacy events with existing and prospect members/businesses to promote company's products and services.
- Maintained an active relationship/membership with the St Petersburg Chamber of Commerce and be present in ribbon cuttings and monthly Chamber events.
- Developed a high-performing team through targeted recruitment, training, and performance management initiatives.
- Enhanced staff competency with regular training sessions, boosting productivity levels across the branch operations.
- Created strategies to develop and expand existing customer sales, resulting in increase in annual sales.
- Generated financial and operational reports to assist management with business strategy.
- Engaged employees in business processes with positive motivational techniques.
- Interviewed and hired talented individuals with top-level strengths, improving organizational talent, and skill set.
- Maintained friendly and professional customer interactions.
- Continuously monitored branch performance against key performance indicators, taking corrective actions as needed to ensure objectives were met or exceeded.
- Provided exceptional customer service by attentively listening to guest needs and promptly addressing any concerns or issues.
Assistant Branch Manager
GTE Federal Credit Union
09.2021 - 02.2022
- Collaborated with branch manager on scheduling, hiring decisions and monthly audits.
- Implemented effective sales strategies to increase product offerings and drive revenue growth.
- Collaborated with management to develop strategic plans for business growth and expansion.
- Boosted employee morale through recognition initiatives, leading to increased productivity levels across the team.
- Observed, coached and developed bankers in support of reaching performance objectives.
- Assisted customers with banking transactions, identified and serviced customer needs and resolved issues.
- Organized community outreach events to enhance the company's local presence and foster goodwill among potential customers.
- Increased cross-selling opportunities by creating targeted marketing campaigns tailored towards existing clients'' needs.
- Represented the credit union in the community through good customer relations.
- Maintained scheduling for main branch to keep shifts appropriately staffed.
- Examined customer loan applications for loan approvals and denials.
- Developed strategic plans for day-to-day financial operations.
Personal Banker
GTE Federal Credit Union
03.2021 - 09.2021
- Utilized strong interpersonal communication skills during client interactions, resulting in increased trust and fostering long-lasting relationships.
- Assisted customers with setting up or closing accounts, completing loan applications, and signing up for new services.
- Maintained compliance with bank policies and regulations while executing various financial transactions for customers.
- Generated new business by conducting thorough financial needs assessments and offering tailored products to clients.
- Improved customer satisfaction by providing personalized banking solutions and exceptional service.
- Delivered comprehensive financial advice, strengthening client relationships and promoting long-term loyalty.
- Exceeded individual performance metrics consistently while maintaining exceptional levels of client satisfaction ratings throughout tenure as Personal Banker.
- Cross-sold bank products and services to meet customer needs and provide options.
- Boosted sales of bank products through effective cross-selling and up-selling techniques.
- Enhanced client retention with proactive follow-ups and timely resolution of account issues.
- Processed customer requests for statements, ordering additional checks, and updating customer personal information in database.
- Contributed to a positive work environment, fostering teamwork among colleagues to enhance productivity levels.
Branch Manager
Amscot Financial
12.2013 - 03.2021
- Managed daily cash deposits, ensuring accuracy and timely submission to the bank.
- Converted a low performing branch into a profitable and successful branch within the Company by increasing customer satisfaction and properly coaching employees.
- Quickly and accurately counted drawers at start and end of each shift.
- Increased customer satisfaction by efficiently managing cashier transactions and addressing customer concerns.
- Resolved customer complaints quickly to maintain customer satisfaction.
- Built positive relationships with customers to increase repeat business.
- Managed and motivated employees to be productive and engaged in work.
- Trained cashiers on organizational policies, cash handling and customer service to maintain highly skilled team.
- Accomplished multiple tasks within established timeframes.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Coached employees and trained on methods for handling various aspects of sales, complicated issues, and difficult customers.
- Oversaw employee performance, corrected problems, and increased efficiency to maintain productivity targets.
- Created employee schedules to align coverage with forecasted demands.
Call Center Manager
Pixmania
05.2008 - 08.2013
- Provided real-time coaching, guidance and feedback to customer service agents to achieve development goals.
- Resolved escalated customer issues promptly and professionally to maintain satisfaction.
- Led daily team meetings to review performance, set targets and motivate staff.
- Established and oversaw performance targets for call center associates.
- Established a positive workplace culture that promoted enthusiasm, dedication, and commitment among call center staff members.
- Evaluated data to identify trends and determine customer service needs.
- Analyzed customer feedback to identify improvement opportunities and develop action plans.
- Created a supportive work environment that encouraged open communication, fostering a strong sense of teamwork among agents.
Education
Certification - Integrity Coaching
GTE Financial
04.2022
Certification - Integrity Selling
GTE Financial
01.2022
Associate of Arts - Language Interpretation And Translation
University of Havana
06.2005
High School Diploma -
Cuqui Bosch High School
Santiago De Cuba, Cuba06.1999
Skills
- Branch Operations Management
- Customer Service
- Customer Relationships
- Excellent time management skills
- Excellent work ethic
- Attention to Detail
- Coaching and Mentoring
- Team Supervision
Accomplishments
- Received TOP Performer Award for Total Loan Production in 2022 and 2023.
- Recognized by the GTE Executive Team for accomplishments in current branch and production results obtained.
Timeline
Branch Manager
GTE Federal Credit Union
02.2022 - Current
Assistant Branch Manager
GTE Federal Credit Union
09.2021 - 02.2022
Personal Banker
GTE Federal Credit Union
03.2021 - 09.2021
Branch Manager
Amscot Financial
12.2013 - 03.2021
Call Center Manager
Pixmania
05.2008 - 08.2013
Certification - Integrity Coaching
GTE Financial
Certification - Integrity Selling
GTE Financial
Associate of Arts - Language Interpretation And Translation
University of Havana
High School Diploma -
Cuqui Bosch High School
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