GINA DELACRUZ
Vice President, Bank Manager
Oceanside,CA
Summary
Seasoned Professional with a passion for providing strategic performance enhancement and coaching within the financial sector. 14 years of experience impacting positive organizational outcomes through quantitative analysis and interpretation, employee development and performance management. Confident in ability to collaborate with cross-functional teams to achieve company objectives and create strategic sales initiatives that drive revenue and customer satisfaction.
Overview
14
14
years of professional experience
Work History
Vice President, Bank Manager
Comerica Bank, NA
Carlsbad, CA
04.2024 - Current
- Implemented risk management processes to identify potential risks, reducing losses and maintaining compliance with regulatory requirements.
- Fostered strong relationships with clients by addressing their needs promptly and providing personalized financial solutions.
- Strengthened cross-selling initiatives by identifying customers'' financial needs and recommending suitable products or services.
- Led a team of banking professionals, providing regular coaching and development opportunities for career growth.
- Multi-site Manager, oversaw 2 branch teams and developed and coached the teams to operational and sales excellence.
Performance Excellence Specialist
U.S. BANK, N.A.
San Diego, CA
07.2022 - 01.2024
- Collaborated with leadership to implement consumer and business centric strategies, enhanced efficiency in employee productivity and customer experience, evidenced by improved Customer Experience scores by 5% Quarter-over-Quarter.
- Facilitated strategic initiatives that resulted in an 8% average monthly increase in key performance indicators.
- Created data quality plans based on data analysis and field visits and observations to address performance gaps in production goals and employee engagement.
- Developed and executed a strategic plan to grow Market Share, expand existing relationships and increased Employee Engagement through leveraging San Diego's unique segmentation, growth opportunity, historical performance trends and employee/leadership strengths.
- Managed employee transitions during a major organizational acquisition by recommending strategies that focused on employee preparedness and knowledge continuity for over 520 employees.
- Partnered with Senior Leadership on quality control and employee reorganization resulting in 10% of employees promoting to newer roles.
- Trained and Coached 150 acquired employees as they transitioned over to a new role within a 4-month period.
Performance Coach/Consultant
U.S. BANK, N.A.
San Diego, CA
01.2020 - 07.2022
- Developed and executed performance improvement programs that led to a 12% Quarter-over-Quarter rise in productivity rankings in the market.
- Revamped training materials for Merchant Card Solutions, resulting in a 50% increase in efficiency and productivity.
- Partnered with Senior Leadership and cross-functional teams to promote business initiatives, delivering training and support through diverse channels.
- Provided training and coaching to branch teams on organizational initiatives and process enhancements, contributing to professional growth and operational efficiency.
- Built and led Agile Projects in Employee On-boarding and Training, Merchant Card Solution Training, Customer Experience and Lending Proficiency and Productivity.
- Leveraged analytical reporting from multiple data sources including Tableau and Qualtrics to identify performance gaps and provide recommendations to drive market share and increase revenue generation, improving overall employee performance by 15% and igniting $31.4 million in loan production Year-over-Year.
- Recommended strategic process improvement initiatives, focusing on new employee experience, revenue generation, and customer experience significantly improving the new employee onboarding experience by 32% Year-over-Year.
- Recognized as a top performing employee in 2020 and 2021, earning nominations for the bank’s Legends of Possible program.
Assistant Vice President/Branch Manager
U.S. BANK, N.A.
La Jolla, CA
09.2014 - 12.2019
- Enhanced revenue and client satisfaction by 8% Year-over-Year through strategic sales and credit initiatives. Directed and coached 10 employees, including 3 supervisors, across multiple locations, enforcing high service and productivity benchmarks.
- Fostered client acquisition and retention by an increase of 3% Year-over-Year augmenting financial outcomes via robust sales and referral networks, while maintaining compliance in collaboration with various business segments.
- Optimized customer satisfaction and enhanced revenue by leading a team of financial professionals, focusing on regulatory compliance and operational efficiency.
- Supported portfolio growth by identifying cross-sell opportunities, coaching team to deepen relationships and increase client acquisition.
- Honors:
- Annual Pinnacle Branch Manager - 2016 Winner
- Quarterly Top Performance - Multiple Time Winner
Vice President/Branch Manager
CITIBANK, N.A.
Sacramento, California
08.2012 - 09.2014
- Led and motivated a team of professionals to achieve department goals and objectives.
- Implemented effective risk management strategies to minimize potential threats and ensure business continuity.
- Identified and pursued opportunities for business growth and expansion through strategic partnerships and market analysis.
- Built and maintained positive customer relationships to drive customer satisfaction and loyalty.
- Streamlined operational processes to improve efficiency and optimize resource utilization.
Education
High School Diploma -
Mercy High School
Burlingame, CA06.1995
Skills
Relationship Management, Organizational Development, Employee Engagement, Leadership Development, Strength-Based Coaching, Change Management, Performance Tracking, Performance Management, Project Management, Data Analysis, Customer Insights
Timeline
Vice President, Bank Manager
Comerica Bank, NA
04.2024 - Current
Performance Excellence Specialist
U.S. BANK, N.A.
07.2022 - 01.2024
Performance Coach/Consultant
U.S. BANK, N.A.
01.2020 - 07.2022
Assistant Vice President/Branch Manager
U.S. BANK, N.A.
09.2014 - 12.2019
Vice President/Branch Manager
CITIBANK, N.A.
08.2012 - 09.2014
High School Diploma -
Mercy High School