Summary
Overview
Work History
Education
Skills
Timeline
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Virginia Fuentes

Summary

Knowledgeable of branch operations and financial products to best support company and customers. Experienced Financial Services Consultant and proven leader at building vibrant businesses by developing new prospects and accounts and managing customer relationships to achieve sales goals. Dedicated to generating customer goodwill and loyalty by developing key relationships with decision-makers. Demonstrated leverage network of customer contacts to increase understanding of customer needs and employ business-growth strategies. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.

Overview

30
30
years of professional experience

Work History

Branch Manager/Retail Personal Banker

Key Bank
09.2019 - Current
  • Assessed employee performance and developed improvement plans.
  • Enhanced branch production rates by handling staff conflicts, evaluations, hiring, and termination processes and coaching employees on company protocol and payroll operations.
  • Consulted customers to boost product sales and services.
  • Interviewed and hired talented individuals with top-level strengths, improving organizational talent, and skill set.
  • Complied with regulatory guidelines and requirements.
  • Cross-sold bank products and services to meet customer needs and provide options.
  • Assisted customers with setting up or closing accounts, completing loan applications, and signing up for new services.
  • Promoted financial products by maintaining excellent service offering knowledge.
  • Managed deposits, withdrawals and wire transfers to process smooth banking transactions for clients.
  • Participated in community events and elected to leadership roles.
  • Key Bank Idaho KBING Chair


Branch Manager/ Mortgage Banker/Relationship Banker

First Interstate Bank
08.2015 - 06.2019
  • Delivered and coached employees to deliver excellent customer service while achieving growth goals and operational efficiencies.
  • Developed and maintained client relationships utilizing the full spectrum of banking services.
  • Engaged employees in consumer processes with positive motivational techniques.
  • Networking and building relationships with prospects through community events and volunteering.
  • Solicited new residential mortgage business and sold mortgage products to meet loan quality and production goals.
  • Maintained friendly and professional customer interactions.
  • Awarded Caldwell Chamber of Commerce 2018 Volunteer of the Year.

Customer Service Manager

Zions Bancorporation
05.2003 - 02.2015
  • Resolved customer complaints while prioritizing customer satisfaction and loyalty.
  • Took ownership of customer issues and followed problems through to resolution.
  • Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
  • Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
  • Kept accurate records to document customer service actions and discussions.
  • Generated customer satisfaction surveys to analyze results into action plans.
  • Awarded 2008 Customer Service Manager of the Year.

Bank Teller/Universal Banker

US Bank National Association
11.1993 - 08.2002
  • Answered customer inquiries regarding account balances, transaction history, services charges, and interest rates.
  • Processed customer transactions promptly, minimizing wait times.
  • Built and strengthened customer relationships by leveraging excellent interpersonal and communication skills.
  • Completed highly accurate, high-volume money counts via both manual and machine-driven approaches.
  • Opened checking, savings, money market and certificates of deposit accounts and ordered checks, debit cards and furnished online banking details to facilitate new transactions.
  • Assisted customers with setting up or closing accounts,
  • Completing loan applications, and signing up for new services.
  • Awarded Top Tier Award. Given to top 10% in production within the company.

Education

High School Diploma -

Parma High School
Parma, ID
05.1987

Skills

  • Sell Services
  • Branch Management
  • Client Interactions
  • Communication
  • Conflict Resolution
  • Leadership
  • Teamwork
  • Problem Solving
  • Decision Making
  • Delegation
  • Time Management
  • Diversity Awareness

Timeline

Branch Manager/Retail Personal Banker

Key Bank
09.2019 - Current

Branch Manager/ Mortgage Banker/Relationship Banker

First Interstate Bank
08.2015 - 06.2019

Customer Service Manager

Zions Bancorporation
05.2003 - 02.2015

Bank Teller/Universal Banker

US Bank National Association
11.1993 - 08.2002

High School Diploma -

Parma High School

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Virginia Fuentes