Senior Branch manager Jul 2020 to August 2024Bank of America － Florida • Currently running Daily operations of a financial Center (Branch) which includes Account Management, Sales, Check Transactions, Cash Transactions, Fraud Prevention, AML prevention, Auto Loans, Home Loans, Credit Card, expense management, Relationships Deepening and Creation• Recipient of the circle of excellence for quarter 1 and quarter 2 this year.ATM/DEBIT, Credit card, Check Fraud Prevention, Wire Transfer Revision. (BOA)• Responsible for Maintaining operational RISKS level at the minimal level.• Staff and Hiring management to re-assure we bring the right and qualified Talent on board.• This includes setting up and conducting interviews and analysis.• Work with Sales deadlines and Pipeline growth utilizing a relationship-Building approach.• Able to work in a high-volume, high-capacity, and high-execution environment.• Responsible for executing Business strategy, managing escalated calls, researching, and resolving complex client issues, analyzing data, identifying trends, and providing feedback and recommendations to site leadership.• Execute service level agreements and manage relationships with business partners.• Implements process and procedural changes to meet production deadlines, enhance efficiency and high-quality interactions while ensuring adherence to regulatory requirements.

• Technology Based• Account Manager in charge of Maintaining Relationships• Analyze the current technology setting of your business and recommend the proper solution based on the current need.• Update and enhance Server security and firewall systems at work.• Help you create a remote environment that will allow you to run your business from home or any other location with the same safety parameters as your main office.• Setup HOSTED VOIP, Artificial Intelligence, Windows backup, and Microsoft 365 for optimal business management• Helped customers during the COVID -19 moving their operations to remote locations and maintain their business running and their customers satisfied during times of need.

• Responsible for individual member performance• Responsible for QA control and escalations• Prepare proposals and close Sales for associates.• Utilize Salesforce to create, maintain and follow up on sales leads.• Create Mid/Yearly reviews, showing individual member progress.• Create training and development plans to improve performance.• Coaches, motivates, and supervises Sales Professionals in both outbound and inbound sales activities including goal setting, trending analysis, call quality, and sales modeling.• Directly responsible for hiring, training, and career development tracking of sales professionals.• Evaluates call center Sales Professional's performance levels through various reporting and sales analysis tools.• Advises call center Sales Professionals, as needed, on complex sales or customer service scenarios.• Monitor calls to observe employee's sales process, soft skills, and adherence to compliance.• Provide appropriate feedback to ensure department expectations are achieved.• Receives and provides problem resolutions of escalated customer calls.• Develops, designs, and implements incentive rewards programs for call center Sales Professionals• Administration of employees' time off requests, shift bidding, work schedule, reporting and offers training.• Handles escalations and closes sales for the department.• Troubleshooting of applications, equipment including re-programing.