Deliris Cortés Concepción
Summary
Seasoned leader with passion for developing strategic plans and building buy-in from high-performing teams to pursue a collective goal. Confident in ability to impact success at all levels of an organization. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
Overview
21
21
years of professional experience
Work History
Branch Manager, Sales & Operations
04.2017 - Current
- Responsible of service and daily efficient operation of branch
- Manages employees, organizes and directs activities, maximizes branch profitability, provides high level of quality customer service
- Promotes the service and sales culture through our values and attributes, and coordinates cross-selling of products and services in accordance with corporate objectives
- Manages overall branch service and operations
- Responsible for the delivery of proactive and dynamic customer service in the branch
- Administer personnel to maintain required service levels
- Monitors, evaluates and coach personnel performance to ensure compliance with our values, attributes and value proposition on daily activities and interactions with internal and external customers
- Assists in recruitments, selects, trains, motivates, and develops assigned staff; completes and conducts quality performance appraisals
- Represents the financial institution to the community through good customer relations
- Reviews and approves banking transactions in accordance with established authority levels/limits
- Ensures branch compliance with bank regulations, requirements, and procedures; ensures staff follows operational and security policies and procedures
- Manages branch audits.
Area Supervisor
Commoloco / Caribbean Financial Group
05.2016 - 10.2016
- Supervision, Administration, Development and Business Strategies
- In charge of five branches
- Collaborate and support each branch to achieve the goals and objectives
- Weekly compliance reviews, internal policies, loan processing and cash control
- Creation of work plans according to the need of each branch and assigned monthly budget, in collaboration with the vice president of operations
- Preparation of reports and presentations as part of the executive panel
- Coordinate collection strategies for delinquency accounts of each branch in collaboration with managers and collection employees
- In charge of the candidate interview process, development and training of new and existing employees, in collaboration with the human resources department.
Branch Manager
Commoloco/Caribbean Financial Group
07.2013 - 05.2016
- Supervision, Direct Sales, Customer Service and Business Development
- Administration of an office
- Direct supervision of human resources
- Processing and Disbursement of personal loans
- Create daily, weekly and monthly reports of business strategies, work plans, goals and objectives to be achieved
- Employee training on policy changes and regulations
- Customer service, telemarketing and delinquency accounts.
Sub-Manager Branch
Santander Financial, Inc.
03.2012 - 06.2013
- Supervision, Business Development, Sales and Marketing Strategies
- Direct supervision of human resources
- Handling and processing of personal loans
- Orientation, customer service and customer retention
- Strategies Alliances and search for prospective clients
- Daily, monthly and annual planning to achieve individual goals and objectives, group and company level.
Sales Representative
Santander Financial Inc.
10.2006 - 03.2012
- Achieve and exceed the expected goals in the field of administration, customer service, financial activities, sales and marketing
- Leading and managing a project in a sale of personal loans
- Handling and processing of personal loans
- Evaluating credit reports
- Identify or Prevention of fraud or identity theft
- Recommend cases for approval or denial to the appropriate department
- Planning and organize monthly work plan for achieving the goals and objectives of the office
- Make statistical data with qualitative and quantitative results and compare
- Make daily, monthly, yearly sales strategies and business development
- Follow-up on active customer accounts, delinquency and various insurance claims against the customer
- Preparation and filing of documents
- Take different monthly and annual training sessions on procedures, policies and compliance
- Orientation, customer service and customer retention
- Telemarketing and product promotion
- Coordinate cases pending disbursement schedule
- Purchase of office supplies and inventory control
- Perform daily reports, monthly, yearly and business strategies
- Assist in the development and training of employees for this project.
Bank Representative
Banco Popular de Puerto Rico
07.2003 - 09.2006
- Customer Service
- Customer orientation of bank products and services (personal loans, deposit accounts, IRAs, credit cards)
- Cross-selling of products and services
- Planning internal and external sales activities
- Develop internal and external presentations
- Managing and balancing ATH machine
- Check total balance of the office at the end of the day.
Education
Master Degree in Microfinance and Social Development -
University of Alcala
12.2013
BBA Major in Human Resources -
University of Puerto Rico, Mayagüez Campus
12.2005
Skills
- Microsoft Office and Outlook knowledge
- Leader
- Honest
- Responsible
- Dynamic
- High ethical and Moral values
- Loyal
- Teamwork Oriented
- Organizational skills
- Branch Operations Management
- Business Development
- Interviewing and Hiring
- Risk Mitigation
- Sales Development
- Customer Service
- Operational Reports
- Staff Management
- Regulatory Compliance
- Staff Supervision
- Public Speaking
- People-Oriented
- Staff Training
- Multi-Tasking Ability
- Community Relations
- Excellent Time Management Skills
- Conducting Investigations
- Problem Resolution
Job Training
- Equal Credit Opportunity Act
- Right to Financial Privacy Act
- Bank Bribery Act
- Truth in Lending Act
- Fair Lending Fair Credit Reporting Act
- Electronic Fund Transfer Act
- Identity Theft Prevention
Training
Management Principles Human Resources Administration Organizational Leadership Marketing Principles Human Resources Training and Development Principles of Finance
References
References available upon request
Timeline
Branch Manager, Sales & Operations
04.2017 - Current
Area Supervisor
Commoloco / Caribbean Financial Group
05.2016 - 10.2016
Branch Manager
Commoloco/Caribbean Financial Group
07.2013 - 05.2016
Sub-Manager Branch
Santander Financial, Inc.
03.2012 - 06.2013
Sales Representative
Santander Financial Inc.
10.2006 - 03.2012
Bank Representative
Banco Popular de Puerto Rico
07.2003 - 09.2006
Master Degree in Microfinance and Social Development -
University of Alcala
BBA Major in Human Resources -
University of Puerto Rico, Mayagüez Campus
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