Willy Mantilla

Oversee daily operations,strategy, and sales growth

• Mentored staff members in sales techniques, product knowledge, and industry best practices to maximize performance levels consistently.
• Monitored key performance indicators to identify areas of improvement and implement action plans accordingly.
• Promoted digital banking adoption among customers by providing assistance in using online platforms seamlessly.
• Collaborated with internal business partners to deliver cohesive banking experience to customers.
• Managed risk effectively through strict compliance with corporate policies, procedures, and regulatory requirements.

• Built and maintained relationships with new and existing clients while providing high level of expertise.
• 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.
• Achieved goals for sale of bank products and services and exceeded performance metrics for customer service.
• Pinnacle Recipient

• Gained in-depth understanding of company products, systems and policies to give customers expert support.
• Handled high call volumes while maintaining a courteous and professional demeanor.
• Engaged customers in conversation to uncover needs with probing questions and overcome objections using persuasive techniques.
• Multitasked effectively to simultaneously handle website chat and telephone customers' needs.
• Increased client retention through exceptional service and timely solutions to issues.
• Improved customer satisfaction by promptly addressing and resolving inquiries and concerns.
• Conducted thorough research on complex issues when required, ensuring accurate information was provided to customers at all times.

• Trained new team members by relaying information on company procedures and safety requirements.
• Promoted a positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
• Served as a role model for the team by demonstrating commitment to excellence, professionalism, and adherence to company values at all times.
• Coached team members in techniques necessary to complete job tasks.
• Enhanced overall team performance by providing regular coaching, feedback, and skill development opportunities.
• Increased customer satisfaction by ensuring timely completion of projects and adherence to high-quality standards.
• Conducted regular progress reviews with individual team members to identify areas for improvement and provide guidance on career development opportunities.
• Managed risks and mitigated potential issues through proactive planning, monitoring, and timely decision making.
• Assisted in recruitment to build team of top performers.
• Conducted regular reviews of operations and identified areas for improvement.