Fabiola Sosa
Aurora
Summary
Results-oriented Assistant Branch Manager with extensive experience developing high net worth client relationships and referral networks. Top-performer with track record of consistently meeting or exceeding sales goals. Talented at educating customers on banking services and products and recommending best options to meet long- and short-term needs.
Overview
22
22
years of professional experience
Work History
Assistant Branch Manager
Old Second National Bank
10.2007 - Current
- Supported the Branch Manager with daily tasks, ensuring smooth branch functioning and effective communication amongst team members.
- Trained and developed new team members in alignment with branch service standards and objectives.
- Monitored daily branch activities, quickly identifying areas requiring improvement or corrective action to maintain operational excellence.
- Oversaw successful completion of internal audits with minimal findings, demonstrating strong adherence to bank policies and regulations.
- Responded to customer concerns, working with manager to significantly raise customer satisfaction ratings.
- Supervised and evaluated staff to help improve skills, achieve daily objectives, and attain advancement.
- Enhanced customer satisfaction by providing exceptional service and addressing concerns promptly.
- Trained and mentored new employees, fostering a positive work environment that led to higher retention rates.
- Assisted in achieving branch sales goals by identifying potential cross-selling opportunities and promoting bank products and services.
- Supervised team of 10 branch employees and made recommendations regarding performance evaluations.
- Collaborated with other departments within the bank to resolve complex issues efficiently, ensuring seamless service delivery to customers.
- Collaborated with tellers, universal bankers and personal bankers to exceed sales goals.
- Improved teller accuracy by implementing standardized cash handling procedures and conducting regular audits on cash drawers.
- Developed strong relationships with key clients, contributing to significant growth in business revenue.
- Demonstrated knowledge of branch financial products, loans and lines of credit.
- Facilitated customer satisfaction by executing personal communication and frequent follow-ups.
- Maintained friendly and professional customer interactions.
- Complied with regulatory guidelines and requirements.
- Enhanced branch production rates by handling staff conflicts, evaluations, hiring, and termination processes and coaching employees on company protocol and payroll operations.
- Submitted loan applications to underwriter for verification and recommendation.
- Interviewed and hired talented individuals with top-level strengths, improving organizational talent, and skill set.
- Performed banking, business administration and financial tasks to guarantee five-star service for clients.
- Complied with established internal controls and policies.
- Managed risk effectively through strict adherence to compliance guidelines, minimizing financial losses due to fraud or errors in transactions.
Senior Teller
Washington Mutual Bank
05.2005 - 10.2007
- Resolved complex customer issues promptly and professionally, maintaining a focus on achieving positive outcomes for both the client and the bank.
- Delivered exceptional service while managing high-volume cash transactions during peak business hours without compromising accuracy or efficiency levels.
- Conducted thorough audits of teller cash drawers, vaults, and ATMs, contributing to branch compliance with internal controls and regulatory standards.
- Boosted branch sales performance with proactive cross-selling of bank products and services to meet individual customer needs.
- Streamlined daily operations for improved efficiency by implementing new teller procedures and training junior staff members.
- Promoted positive customer interactions, consistently maintaining a professional demeanor during high-pressure situations.
- Participated in community outreach initiatives as a representative of the bank, promoting brand visibility and fostering strong local relationships.
Teller/Personal Banker
TCF Bank
05.2004 - 05.2005
- Balanced cash drawer daily and resolved discrepancies to provide accurate data regarding cash flow.
- Disbursed cash and checks accurately while maintaining security of cash drawers.
- Balanced cash drawers daily, identifying discrepancies and taking corrective actions as needed.
- Processed customer transactions promptly, minimizing wait times.
- Promoted a welcoming atmosphere in the branch by greeting customers warmly upon arrival and addressing them by name when possible.
- Assisted customers with account inquiries, resolving issues promptly and professionally.
Customer Service Sales Representative
Sam's Club
04.2002 - 04.2004
- Boosted sales revenue by identifying customer needs and recommending appropriate products or services.
- Built rapport with customers through empathetic listening and understanding their unique needs or preferences.
- Increased customer satisfaction by addressing and resolving complex issues effectively.
- Managed high call volume, ensuring timely response and effective resolution to all customer concerns.
- Reduced wait times through efficient call handling, enhancing overall customer satisfaction rates.
- Enhanced team performance, providing continuous training and support to new and existing representatives.
Education
GED -
Waubonsee Community College
Sugar Grove, IL11.2003
Skills
- Banking
- Operations Management
- Staff Management
- Loans
- Sales expertise
- Team Player
- Interviewing and Hiring
- Work Prioritization
Fluent Bilingual English/Spanish
Write and speak Spanish and English Fluently within corporate environment.
Languages
Spanish
Native or Bilingual
English
Native or Bilingual
Timeline
Assistant Branch Manager
Old Second National Bank
10.2007 - Current
Senior Teller
Washington Mutual Bank
05.2005 - 10.2007
Teller/Personal Banker
TCF Bank
05.2004 - 05.2005
Customer Service Sales Representative
Sam's Club
04.2002 - 04.2004
GED -
Waubonsee Community College
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