Monica Carolina Galvan11806 Quailbrook ♦ San Antonio ♦ TX 78253

Cell: (210) 857-5815 ♦ Email: MonicaCarolinaGalvan@gmail.com

ACCOMPLISHED, DEDICATED MANAGERBusiness 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 2014Oversees 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.

Monica C. GalvanPage 2

Assistant Branch Manager Bank of America August 2003 – April 2007Promoted 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 2003Responsible 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 Level 2 out of 6. Customer Service Leadership Award – 2 quarters Gold, 2 quarters Silver 2013.

EDUCATIONJanuary 2009 University of Phoenix BSM May 1998 Harlingen High School South High School Diploma

KEY SKILLS AND COMPETENCIESBusiness 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.