Gerardo Velez11247 San Jose Blvd. Apt 1004

Jacksonville FL 32223 (919) 699-4162

gerardo.velez66@hotmail.comhttp://www.linkedin.com/pub/gerardo-velez/22/71/b61

Professional with over fifteen years in Management. Dynamic and Passionate about helping people. Over twenty years of experience in Management, Operations, Sales and Customer Service on the Retail Banking, Finance and Health Insurance Industries. Key strengths include:

Banking Manager Bilingual – English & Spanish Extensive Lending Experience Customer Service Leadership & Coaching Relationship Building

Patient Billing & Collection Team Player

PROFESSIONAL HISTORY

PNC Mortgage INC Jacksonville, FL July 2015 to Present

Mortgage Loan Officer

Moved back to Florida to Jacksonville area seeking new opportunities. Contacted by PNC Mortgage. Joined this the company as Mortgage Loan Officer.

Duties:

Recommends loan solutions in accordance with lending guidelines and clients’ requirements. Manages a portfolio of customer relationships. Seeks prospective opportunities to retain and/or

develop new clients. Responsible for sales calls. Develops and prepares loan solutions and cross sell products and services; reviews

documentation to ensure compliance. Manages customer pipeline for efficiency. Collaborates with internal and external stakeholders to complete mortgage transactions. Collects and analyzes customer financial information for multifaceted and/or complex borrowers.

Branch Banking & Trust Company (BB&T)

Community Bank Specialist Mortgage Loan Counselor Triad Region, NC BB&T Mortgage Group 2013 to 2015

Recently promoted to Community Bank Specialist Mortgage Counselor during the creation of a new BB&T Mortgage Group Department at Triad Corporate Center in order to improve acquisition and service of potential mortgage clients.

Duties:

Execute mortgage sourcing plans and strategies through internal Bank referrals. Provide mortgage clients with the necessary knowledge about specific conventional products and appropriate consultation about the best mortgage products & programs for the clients in fully compliance and adherence to internal and external rules and regulations particularly those established by State and Federal Law.

Financial Center Leader/ Branch Manager Triangle Region, NC 2012 to 2013

Joined this prestigious financial institution as Branch Manager at Croasdaile, Durham, NC location in order to maximize the total performance of the branch by positively affecting branch growth in loans, deposits, fee-based revenue; ensuring & providing superior client service.

Duties and Accomplishments:

Instill beliefs/ Behaviors, utilizing the BB&T Leadership Model focusing on BB&T Vision, Mission and Values, Business Partnerships, Sales, Service, and Coaching Models.

Coaching, formal and informal with personal bankers & tellers on a regular basis and maintain coaching files for each Team Member and responsible for developing branch employees.

Execution of Sales Model Process with monthly goal settings, Monday sales meetings, daily morning huddles and daily debriefs, inspection of daily plans, assist with scripting, meet with personal bankers to review client information and identify follow up opportunities.

Successfully prospected and acquired new personal & small businesses relations, as well as retained and deepened on existing relationships.

Since coming to manage Croasdaile Branch, loan and deposit/s volume has increase from previous year by 20%.All these as a result of implementing better and consistent execution of all sales models and processes.

Laboratory Corporation of America Burlington, NC 2011 to 2012

Customer Service Support Representative- Patient BillingJoined one of the major leaders in the industry for laboratory services for doctors and hospitals as an analyst for patient billing issues with health insurance payments and adjustments in a call center environment. Duties and Accomplishments:

Answer 50-100 inbound calls per day from patients, doctor’s office, private insurance, carriers, etc.

Routinely utilize multiple resources to resolve patient inquires while on the phone and while working client correspondence.

Collect payments from patients with outstanding balances. Have received already various compliments from clients/patients that were very satisfied with my

level of service, professionalism and efficiency on resolving their issues.

Has been able to complete and become proficient with all structured training programs within 90 days.

Reached and surpass most of the telephone statistics and collection goals as part of job duties.

SunTrust Bank Durham and Orange Counties, NCAssistant Branch Manager 2006 to 2011Moved to the State of North Carolina to work for this Fortune 500 financial institution as Assistant Branch Manager servicing the North-Durham County area at Northgate Mall location.

Provided leadership and direction to 10 branch employees with emphasis on superior customer service skills and improved teamwork that continuously resulted on achieving sales goals.

Ensured branch compliance with internal policies and FDIC regulations, including Regulation A, B, C, E, G, P and Z.

Increased market share and branch productivity by keeping constant track on book of business

on a weekly basis and coaching key members/champions of the team on how to follow up on calls to new and existing clients.

Implemented better sales & customer service behaviors like better lobby management, assigning weekly schedules to all employees, and how to manage customer's waiting on line.

Improved the referral & sales process by coaching employees how to probe customer's profiles by looking at key factors like deposit/s amounts, type of account/s, loans, among other indicators. These actions directly impacted sales branch by a 25% increase while improving teamwork among the local staff.

Increased on customer service scores from mid 80's to mid 90's on Customer Service Surveys feedback.

Washington Mutual Bank Miami Dade Region, FLAssistant Financial Center Manager 2005 to 2006Joined this major nationwide bank as an Assistant Financial Center Manager in the Southwest Miami-Dade region.

Managed successfully a group of 13 employees in two branches within the Southwest Miami-Dade region.

Contributed to the financial center profitability increasing deposit growth by 125% in the first year and loan production by over 1 million dollars per quarter, which significantly surpassed the branch targets.

Implemented new ways to improve floor management activities to ensure proper direction of lobby traffic reducing transactions time while improving customer service scores/surveys.

Developed and established better marketing strategies in order to increment new deposit growth and account growth of personal and business customers; equity and mortgage lending.

Over passed cross-selling targets by more than 65% per new account/relationship opened.

Bank of America North Miami-Dade Region, FLPersonal Banker/Financial Advisor 1998 to 2004Joined this Fortune 500 and major nationwide banking operation as a Personal Banker/Financial Advisor servicing multiple Banking Centers in the North-Central Dade Regions.

Responsible for providing and servicing of bank products to new and currents employees. Awarded with various Certificates of Achievement for exceeding loan volumes of one million

dollars in a quarter. Received various Branch Level Certificates of Achievement for surpassing targets of sales per

employee and for achieving loan volumes at 125% or higher of goal per quarter.

OTHER PROFESSIONAL HISTORY

President of Home Owners Association, Grace Landing Development, Mebane NC.

Licensed IPA Field Agent, Independent Producers of America, LLC (IPA), Alamance & Guildford Counties, NC 2010 to 2012.

Shift Operations Manager, Avis Rent a Car System, Inc., West Palm Beach, MiamiAnd Ft. Lauderdale, Florida • 1991 to 1998

Computer Software Sales & Marketing, SIDIF Software Company of the Caribbean, San Juan, Puerto Rico • 1989 to1991

EDUCATION AND TRAINING

BA Business Administration Major in Management and Minor in Marketing & Accounting, Ponce, Puerto Rico

Pontifical Catholic University of Puerto Rico

Education and experience has been successfully complimented with seminars and training sponsored by employers and by professional organizations, including : Microsoft Excel version 2007, Leadership &

Professional Development Training , National Sales Playbook Seminar and Specialty Banking Regulations Trainings including the Bank Secrecy Act, Anti-Money Laundry, Truth in Lending, Community

Reinvestment Act, etc.

License & Certification:

Nationwide Mortgage Licensing System and Registry (NMLS) # 938085 State of North Carolina Health, Accident &15950815