MONICA FELIX MONARREZ
Hesperia
Summary
With over twelve years of experience as a professional sales and service leader, I consistently drive revenue growth and enhance customer satisfaction. My expertise lies in developing and implementing strategic initiatives, fostering team collaboration, and adapting to evolving market demands. Known for strong problem-solving abilities, effective communication skills, and unwavering focus on delivering measurable results. Proficient in sales forecasting and customer relationship management.
Overview
12
12
years of professional experience
Work History
Sales and Service Manager, Operations
Bank of the West/BMO Harris Bank,
08.2021 - Current
- Effective communication and dynamic interpersonal skills, proactively engage with team for scheduling including client scheduling and coordinate hours for the time and audit and approve timekeeping/schedules
- Generated new leads through various prospecting methods, presenting opportunities to discover opportunities to meet client needs to services and build larger client base by proactively engaging with clients at the branch and over the phone
- Achieved client loyalty through quality, productivity, service and proactive management offered clients personalized options to answer wide range of needs
- Addressed inquiries from clients and department team members
- Proposed solutions and leveraged cross-selling opportunities to existing and new clients
- Acted with minimal direction in self-directed capacities to resolve issues and implement strategies/handled client complaints by reaching out to the client directly
- Audit employees timecard, vacation hours and work completed for the day, assure all bank documents including client documents are secure up to date and completed in a timely matter
- Developed a high-performing sales team through effective coaching, mentoring, and performance management.
- Facilitated collaboration among team members by promoting open communication channels and providing ongoing feedback.
- Championed a customer-centric culture within the organization, fostering a positive work environment that prioritized client satisfaction.
- Managed and motivated employees to be productive and engaged in work.
Relationship Manager Business Owner Specialist
Bank of America, NA
02.2013 - 08.2021
- Demonstrate to Consumer and Business owners the value of products such as lending, CD's IRA's, credit cards, business and personal accounts, as well as auto loans, commercial and home loans Perform end to end process to ensure each client is extremely satisfied with the company's products and services
- Build relationships with the clients to maximize their business and experience Accomplish daily huddles with the team to review the objective for the day accurately complete client’s signature cards and client information in the system to avoid any compliance issues
- Work closely with Branch manager and assistant manager to process and review teller work, audit signature cards before scanning, key audit and safe box entry log inventory
- Assist with work schedule for the team including vacation hours/requested time off including auditing teams timekeeping, vacation and overtime worked
- Expectations in the Role (CA Public Notary)
- Cultivated strong client relationships by providing personalized support and tailored solutions.
- Facilitated open dialogue for improved client trust through regular updates and transparent communication.
- Consistently exceeded quarterly sales goals by cultivating a strong network of professional contacts and referrals.
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction
Relationship Banker
Bank of America
08.2015 - 01.2017
- Adapt to new information and technology platforms Conduct lobby engagement to make sure clients are being routed to the appropriate team member/coordinate monthly staff meetings including weekly updates
- Time management effectiveness to assist clients on the platform or CSR line to perform client transactions
- Develop a book of business to have new and retain existing clients as a primary point of contact
Client service Representative
Bank of America
02.2013 - 01.2014
- Effectively process client’s transactions error free and review teller shorts/overs, work scanned for the day and introduce the clients to a specialist to deepen client relationship/Audit daily work completed by staff and conduct daily huddles with team
- Handled sensitive client information with discretion, ensuring confidentiality at all times.
- Delivered outstanding customer service by maintaining a professional demeanor during high-pressure situations.
- Managed incoming calls, providing prompt and accurate information to clients about products and services.
- Maintained accurate record-keeping with proactive attention to client information updates.
Education
High school business academy graduate -
John Muir High School
01.2010
Business Management Certificate - Business Management
Pasadena City College
Pasadena, CA06-2012
Skills
- Sales operations
- Verbal and written communication
- Team building and leadership
- Exceptional interpersonal communication
- Adherence to high customer service standards
Languages
English: Native/ Bilingual
Spanish: Native/ Bilingual
Timeline
Sales and Service Manager, Operations
Bank of the West/BMO Harris Bank,
08.2021 - Current
Relationship Banker
Bank of America
08.2015 - 01.2017
Relationship Manager Business Owner Specialist
Bank of America, NA
02.2013 - 08.2021
Client service Representative
Bank of America
02.2013 - 01.2014
High school business academy graduate -
John Muir High School
Business Management Certificate - Business Management
Pasadena City College
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