Fernando Garcia
Sutton
Summary
Customer Success-driven professional with 10+ years of experience managing client relationships, improving retention, and delivering measurable business outcomes in a fast-paced banking environment. Demonstrated ability to increase customer lifetime value through proactive engagement, needs-based solutions, and strategic account management. Experienced in leading onboarding and implementation of new systems, driving adoption, and improving operational efficiency. Adept at translating customer needs into actionable solutions that enhance satisfaction and reduce churn. Eager to bring a customer-first mindset and data-driven approach to a Customer Success Manager role in SaaS or fintech.
Overview
7
7
years of professional experience
1
1
year of post-secondary education
1
1
Certification
Work History
CBO, Branch Manager II
Middlesex Savings Bank
Framingham
03.2023 - Current
- Oversaw daily operations and ensured compliance with banking regulations.
- Implemented process improvements to streamline branch workflows and efficiency.
- Monitored financial performance and analyzed reports for informed decision-making.
- Cultivated strong client relationships to enhance customer satisfaction and retention.
- Delivered tailored onboarding experiences for new clients and users.
- Analyzed customer feedback to identify service improvement opportunities.
- Implemented strategies to drive product adoption across customer accounts.
- Worked closely with marketing team to create content that educates customers about our services.
- Compiled customer feedback for cross-functional departments to improve product or service features.
AVP, Branch Manager
Workers Credit Union
04.2022 - 03.2023
- Maintained friendly and professional customer interactions.
- Forecasted trends and recommended improvements based on financial risk analyses.
- Interviewed and hired talented individuals with top-level strengths, improving organizational talent and skill set.
- Resolved various issues impacting sales management and business operations.
- Reviewed and edited loan agreements to enhance clarity and monitor compliance with requirements.
- Submitted loan applications to underwriter for verification and recommendation.
- Resolved escalated customer complaints to maintain positive relationships and loyalty.
- Collaborated with departments to streamline processes and improve overall efficiency.
- Cultivated strong client relationships to enhance customer satisfaction and retention.
- Developed and maintained relationships with customers to facilitate user engagement and satisfaction.
Assistant Branch Manager
Middlesex Savings Bank
Framingham
05.2019 - 04.2022
- Assists the Branch Manager in ensuring that the branch functions in an effective and efficient fashion as follows: oversees branch staff and assists in the scheduling, coordination, and delegation of work assignments
- Supports branch service and sales goals, and assists staff in meeting related goals
- Conduct a wide array of customer transactions
- Recommends products and services in conformance with established bank objectives.
- Trained and developed new team members in alignment with branch service standards and objectives.
- Responded to customer concerns, to significantly raise customer satisfaction ratings.
- Assisted customers with product inquiries and issue resolution.
Education
Technical Training - Accounting And Finance
Institute of Banking & Trade
Aguadilla, PR 04.2007 - 09.2008
Skills
- Customer onboarding
- Customer relationship management
- Sales forecasting
- Staff training
- Team leadership
- Problem solving
- Strategic planning
- Client relationship management
- Data analysis
- Financial forecasting
- Training and development
- Sales strategy
- Issue resolution
- Customer feedback analysis
Certification
Microsoft Learn - Foundations of SaaS
Accomplishments
- Repeatedly received recognition from superiors for excellence in service.
- Repeatedly received recognition from superiors for my commitment to the bank and going above my expectations.
- Collaborated with team of 12 in the development of eSign/Online account opening project.
Projects
eSign Project
Core System migration and implementation
Branch Capture implementation
Languages
English (fluent), Spanish (fluent)
Timeline
CBO, Branch Manager II
Middlesex Savings Bank
03.2023 - Current
AVP, Branch Manager
Workers Credit Union
04.2022 - 03.2023
Assistant Branch Manager
Middlesex Savings Bank
05.2019 - 04.2022
Technical Training - Accounting And Finance
Institute of Banking & Trade
04.2007 - 09.2008