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Monica Carolina Galvan
11806 Quailbrook ♦ San Antonio ♦ TX 78253
Cell: (210) 857-5815 ♦ Email: MonicaCarolinaGalvan@gmail.com
ACCOMPLISHED, DEDICATEDMANAGER
Business Development / Customer Service / Client Relations
Vice President, Branch Manager with over 15 years experience in a management capacity within the
financial industry including branch sales and operational management. Management experience in
handling total profit and loss responsibility, controlling expenditures, increasing sales in investments and
loans, improving team performance, ensuring compliance with policies and established practices and
developing excellent customer rapport. Record reflects a dedicated and team oriented professional whose
accomplishments exhibit business development instincts, strong leadership skills, and a demonstrated
commitment to growth with the ability to communicate with a diverse number of people.
PROFESSIONAL EXPERIENCE
Vice President, Branch Manager JP Morgan Chase April 2007 – May 2014
Oversees the performance success around sales,service, operations and customer relations. Opened a
New Build in September 2007. As an experienced manager my role is to lead by example out on the
branch floor, interacting with employees and customers everyday. Coach to the right behaviors, and hold
my team accountable to do what is right for the customer.
 Develop and cultivate long-term business and consumer relationships to ensure branch sales
growth and customer retention.
 Oversee the entire branch and have the ultimate responsibility for the branch's performance - both
sales and operations.
 Manage and improve branch performance,including Branch Profit & Loss, Loan & Investment
Sales, Service Scores,Sales Campaign Results, Product Value Credits, and Teller Referrals.
 Develop and model to ensure the highest level of customer service is being delivered with each
interaction.
 Review daily sales summary and consumer retail reports. Monitor and review all general ledgers
assigned to branch cost center
 Acquire and deepen customer relationships, and meet with all new account customers, interact
with existing customers, and engage to retain every possible account close request.
 Grow the business by understanding branch performance,diagnosing any issues, building a
Branch Action Plan, and inspecting with through follow-up.
 Conduct team meetings daily to recognize success,share best practices,and set the focus for the
day.
 Responsible for hiring and retaining employees and ensuring the right mix of sales and service
positions.
 Develop and coach employees and hold employees accountable for overall performance and ensuring
that all employees follow policies and procedures and operate within the guidelines.
 Review and approve time and attendance payroll system bi-monthly.
MonicaC.Galvan
Page 2
Assistant Branch Manager Bank of America August 2003 – April 2007
Promoted the bank's products and services; consistently cross-sells bank products at every opportunity
while I supervised the teller line, auditing and training of new and transferred employees.
 Strong Customer Service Skill
 Build & Retain Customer Relations
 Motivated sales staff and maintained operational excellence with all general ledger accounts
 Exceed Banking Center Sales Goals
 Managed operational staff (10 – 16)
 Managed safe deposit boxes
 Weekly/Monthly Compliance tasks and Audit ready practices
 Maintained confidentiality of customer account information
 Managed and supervised all aspects of customer service and sales
Teller Manager Bank of America August 2001 – August 2003
Responsible for processing teller transactions, processed all monthly audits, balanced tellers cash to
general ledgers and approved all CTR'S for the branch. Responsible for ensuring customers received a
high level of support and service with their questions and/or concerns.
 Strong Customer Service Skill
 Build & Retain Customer Relations
 Ongoing Training and Coaching
 Assisted with compliance training
 Assisted with controls and policy procedures
 Provide assistance to teller line during peak hours
HONORS & AWARDS
 Earned numerous Customer Service Awards.
 Achieved Operational Excellence 2007, 2009, 2011, 2013, 2014
 Branch was consistently at a Performance Level2 out of 6.
 Customer Service Leadership Award – 2 quarters Gold, 2 quarters Silver 2013.
EDUCATION
January 2009 University of Phoenix BSM
May 1998 Harlingen High School South High School Diploma
KEY SKILLS AND COMPETENCIES
Business Management
 Able to build collaborative working relationships with staff to get the best results.
 Maintaining staff moral and strong team building.
 Able to interpret complex information and then act decisively on it.
 Delivers the highest level of customer service
 Ability to learn and utilize new technologies
 Maintaining a high level of customer satisfaction.
 Negotiate effectively at all levels.
 Ability to problem solve within established policies and procedures.
 Proficiency with Microsoft Word, Excel and Outlook.
 Producing accurate financial and statistical information.

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Monica Carolina Galvan Resume 2015-03

  • 1. Monica Carolina Galvan 11806 Quailbrook ♦ San Antonio ♦ TX 78253 Cell: (210) 857-5815 ♦ Email: MonicaCarolinaGalvan@gmail.com ACCOMPLISHED, DEDICATEDMANAGER Business Development / Customer Service / Client Relations Vice President, Branch Manager with over 15 years experience in a management capacity within the financial industry including branch sales and operational management. Management experience in handling total profit and loss responsibility, controlling expenditures, increasing sales in investments and loans, improving team performance, ensuring compliance with policies and established practices and developing excellent customer rapport. Record reflects a dedicated and team oriented professional whose accomplishments exhibit business development instincts, strong leadership skills, and a demonstrated commitment to growth with the ability to communicate with a diverse number of people. PROFESSIONAL EXPERIENCE Vice President, Branch Manager JP Morgan Chase April 2007 – May 2014 Oversees the performance success around sales,service, operations and customer relations. Opened a New Build in September 2007. As an experienced manager my role is to lead by example out on the branch floor, interacting with employees and customers everyday. Coach to the right behaviors, and hold my team accountable to do what is right for the customer.  Develop and cultivate long-term business and consumer relationships to ensure branch sales growth and customer retention.  Oversee the entire branch and have the ultimate responsibility for the branch's performance - both sales and operations.  Manage and improve branch performance,including Branch Profit & Loss, Loan & Investment Sales, Service Scores,Sales Campaign Results, Product Value Credits, and Teller Referrals.  Develop and model to ensure the highest level of customer service is being delivered with each interaction.  Review daily sales summary and consumer retail reports. Monitor and review all general ledgers assigned to branch cost center  Acquire and deepen customer relationships, and meet with all new account customers, interact with existing customers, and engage to retain every possible account close request.  Grow the business by understanding branch performance,diagnosing any issues, building a Branch Action Plan, and inspecting with through follow-up.  Conduct team meetings daily to recognize success,share best practices,and set the focus for the day.  Responsible for hiring and retaining employees and ensuring the right mix of sales and service positions.  Develop and coach employees and hold employees accountable for overall performance and ensuring that all employees follow policies and procedures and operate within the guidelines.  Review and approve time and attendance payroll system bi-monthly.
  • 2. MonicaC.Galvan Page 2 Assistant Branch Manager Bank of America August 2003 – April 2007 Promoted the bank's products and services; consistently cross-sells bank products at every opportunity while I supervised the teller line, auditing and training of new and transferred employees.  Strong Customer Service Skill  Build & Retain Customer Relations  Motivated sales staff and maintained operational excellence with all general ledger accounts  Exceed Banking Center Sales Goals  Managed operational staff (10 – 16)  Managed safe deposit boxes  Weekly/Monthly Compliance tasks and Audit ready practices  Maintained confidentiality of customer account information  Managed and supervised all aspects of customer service and sales Teller Manager Bank of America August 2001 – August 2003 Responsible for processing teller transactions, processed all monthly audits, balanced tellers cash to general ledgers and approved all CTR'S for the branch. Responsible for ensuring customers received a high level of support and service with their questions and/or concerns.  Strong Customer Service Skill  Build & Retain Customer Relations  Ongoing Training and Coaching  Assisted with compliance training  Assisted with controls and policy procedures  Provide assistance to teller line during peak hours HONORS & AWARDS  Earned numerous Customer Service Awards.  Achieved Operational Excellence 2007, 2009, 2011, 2013, 2014  Branch was consistently at a Performance Level2 out of 6.  Customer Service Leadership Award – 2 quarters Gold, 2 quarters Silver 2013. EDUCATION January 2009 University of Phoenix BSM May 1998 Harlingen High School South High School Diploma KEY SKILLS AND COMPETENCIES Business Management  Able to build collaborative working relationships with staff to get the best results.  Maintaining staff moral and strong team building.  Able to interpret complex information and then act decisively on it.  Delivers the highest level of customer service  Ability to learn and utilize new technologies  Maintaining a high level of customer satisfaction.  Negotiate effectively at all levels.  Ability to problem solve within established policies and procedures.  Proficiency with Microsoft Word, Excel and Outlook.  Producing accurate financial and statistical information.