Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Timeline
Generic

Eric Bondra

Tucson

Summary

Enthusiastic sales and customer service professional with expertise in communication and negotiating. Driven to provide superior quality experiences. Innovative in leveraging extensive knowledge of products and services as well as creating solutions for customers to drive loyalty, retention and revenue. Highly adept at training, managing, coaching and mentoring sales and customer service associates with talent for interacting with staff at all levels of organization and public.

Overview

11
11
years of professional experience
1
1
Certification

Work History

Assistant Branch Manager

PNC Bank
12.2024 - Current
  • Supported the Branch Manager with daily tasks, ensuring smooth branch functioning and effective communication amongst team members.
  • Trained and developed new team members in alignment with branch service standards and objectives.
  • Monitored daily branch activities, quickly identifying areas requiring improvement or corrective action to maintain operational excellence.
  • Oversaw successful completion of internal audits with minimal findings, demonstrating strong adherence to bank policies and regulations.
  • Create and manage employee schedules to ensure necessary coverage based of forecasted business needs.
  • Managed new and existing micro business clients of 1 million revenue or less.
  • Built and maintained professional relationships with employees and partners
  • Conducted needs based assessments during daily debriefs to identify gaps in performance and develop targeted learning solutions and practice.
  • Supervised and evaluated staff to help improve skills, achieve daily objectives, and attain advancement.
  • Assisted in creating a welcoming branch atmosphere by maintaining cleanliness, organization, and visually appealing displays of promotional materials.
  • Trained and mentored new employees, fostering a positive work environment that led to higher retention rates.
  • Assisted in achieving branch sales goals by identifying potential cross-selling opportunities and promoting bank products and services.
  • Coordinated staff schedules, maintaining optimal staffing levels during peak business hours for improved customer experience.
  • Conducted weekly staff meetings to motivate staff members, address concerns, and questions, plan improvements and evaluate progress toward goals.
  • Supervised team of 7 branch employees and made recommendations regarding performance evaluations.
  • Streamlined branch operations for increased efficiency through implementation of new processes and procedures.

Personal Banker

PNC Bank
10.2023 - 12.2024
  • Utilized strong interpersonal communication skills during client interactions, resulting in increased trust and fostering long-lasting relationships.
  • Assisted customers with setting up or closing accounts, completing loan applications, and signing up for new services.
  • Maintained compliance with bank policies and regulations while executing various financial transactions for customers.
  • Generated new business by conducting thorough financial needs assessments and offering tailored products to clients.
  • Engage in financial needs based conversations leveraging high gain questions to better focus on clients financial priorities
  • Utilized targeted open and closed ended questions to tieback solutions back to clients priorities.
  • Mitigated risk and loss by managing BOAM weekly, monthly, quarterly, semi and annual operational tasks.
  • Assist new and existing business clients to expand their relationship through high gain cash flow conversations to get insights to their business needs.
  • Exceeded individual performance metrics consistently while maintaining exceptional levels of client satisfaction ratings throughout tenure as Personal Banker.
  • Boosted sales of bank products through effective cross-selling and up-selling techniques.
  • Self motivation and drive to improve.
  • Contributed to a positive work environment, fostering teamwork among colleagues to enhance productivity levels.
  • Take ownership of of hurdles, system issues, or customer issues encountered and create a solution

Sales Specialist

Verizon Wireless (AFNI)
01.2021 - Current
  • Educated customers about product features and benefits to aid in selecting best options for each individuals' needs.
  • Provided first-rate service to all customers and potential customers.
  • Built rapport with customers and assessed needs to make product recommendations.
  • Followed up with customers after completed sales to assess satisfaction and resolve technical or service concerns.
  • Enhanced multitasking skills in assisting 3 or more customers are once with purchases, account analysis, and inquiries
  • Analyze customer services, products, devices, and ever changing promotions. To find the best price and value for customer purchases
  • Discover customers needs through asking intentional and targeted questions to individualize the experience. Tieback answers to highlight personalized value in other devices products to upsell
  • Take ownership of of hurdles, system issues, or customer issues encountered and create a solution myself in a fast paced work from home environment.
  • Handle a rotating door of customers as soon as one customer interaction is completed another immediately takes their place
  • Self motivation and drive to improve. Tracking my own sales and performance to understand my metrics and what key performance indicator is needed to maximize my earning.
  • Support newer and tenured peers through a virtual work from home environment leveraging my wealth of knowledge and system navigation all while assisting customers

Sales Trainer, L&D Department

Verizon Wireless (AFNI)
10.2017 - 01.2021
  • Managed recruitment, training and development for highly effective sales team.
  • Developed and led group training courses to align with corporate sales and service goals.
  • Trained on sales and account management practices to reduce process lags and enhance performance, efficiency and profitability.
  • Assessed training program effectiveness on regular basis and improved upon deficient areas.
  • Designed and implemented sales training program and documentation.
  • Provided coaching and mentoring to employees.
  • Conducted needs assessments to identify gaps in performance and develop targeted learning solutions.
  • Analyzed and evaluated training effectiveness and program outcomes.
  • Built and maintained professional relationships with vendors and suppliers.
  • Developed and executed performance management programs to increase employee engagement and productivity.
  • Established and maintained quality control standards.

Head of Training and Development

Mercedes Benz Mbrace
06.2016 - 09.2017
  • Evaluated success of training programs and recommended improvements to upper management to enhance effectiveness.
  • Trained staff during demonstrations, meetings, conferences, and workshops.
  • Conducted orientation sessions and organized on-the-job training for new hires.
  • Communicated all learning and performance objectives, schedules, and training assessments to upper management.
  • Organized and edited training manuals, multimedia visual aids, and other educational materials.
  • Directed field training to enhance participants' skills.
  • Directed training programs and development paths for managers and supervisors.
  • Implemented new learning strategies depending upon employees' skill levels.
  • Analyzed effectiveness of training programs at all levels and recommended updates.
  • Drove departmental performance and achievement of service levels through focused team operational reviews, structured coaching, and managing to enterprise targets.
  • Developed departmental systems and procedures to better align workflow processes.
  • Created and further developed new curriculum by combining 3 separate courses of sales, retention, and collections into one effective course by collaborating with clients
  • Schedule training classes based off expected production needs to meet client expectations.
  • Participation in new hire interviews all the way through to an offer letter.

Customer Service Trainer

Verizon Wireless (AFNI)
05.2015 - 06.2016
  • Provided coaching and mentoring to employees.
  • Trained and mentored 30 new personnel hired to fulfill various roles.
  • Established and maintained quality control standards.
  • Analyzed and evaluated training effectiveness and program outcomes.
  • Managed employees both in class room performance as well as first 3 months of on the floor production
  • Conducted needs assessments to identify gaps in performance and develop targeted learning solutions.
  • Utilized variety of instructional design methodologies to create effective learning experiences.

Lead Mentor

Verizon Wireless (AFNI)
12.2014 - 05.2015
  • Served as role model for mentees by demonstrating strong values and ethical standards.
  • Promoted positive relationships between mentees and other peers and adults to encourage social resilience and connection.
  • Taught key lessons and implemented feedback based off last observed session
  • Assisted mentees in setting and achieving educational and career goals to encourage independence.
  • Manages trainees pay and hours
  • Help manage teams of new hires both in the class room and production floor to develop necessary behaviors during on the job training

Customer Service Specialist

Verizon Wireless (AFNI)
09.2014 - 12.2014
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
  • Took payment information and other pertinent information such as addresses and phone numbers to place orders.
  • Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
  • Reinforced established quality control standards and followed procedures for optimal customer interactions.
  • Clarified customer issues and determined root cause of problems to resolve product or service complaints.
  • Answered constant flow of customer calls with minimal wait times.

Education

Bachelor of Arts - Anthropology

University of Arizona
12.2013

Skills

  • Team development
  • Public speaking and expert communication skills
  • Daily organization skills to ensure standards and consistency
  • Teaching Skills and ability to transfer knowledge into practical application
  • Self motivated to improve both individual and peer performance
  • Build and main work relationships with management, clients, and peers
  • Quick learner to apply new skill or feedback into practice immediately
  • Ability to solve complex problems, large or everyday
  • Staff education and training
  • Operations management
  • Employee scheduling
  • Business development

Accomplishments


  • Received the “Peak Graduation Award” for exemplary performance and recognition for displayed leadership skills
  • Top in new household growth in Tucson during my first quarter as a bank
  • Led my branches to number one in referred investment revenue in Tucson market
  • Improved employee satisfaction and reduced turnover
  • Top banker in new household growth in the Tucson market during my first quarter as a banker

Certification

  • Certified Trainer for Verizon Telesales, Sales Chat, and Customer Service
  • Certified Trainer for Mercedez Benz mBrace Retention, Collection, and Sales
  • Certified in Adult Learning Principles in the Workplace
  • Employee Development and Coaching
  • Leadership and Employee Retention

Timeline

Assistant Branch Manager

PNC Bank
12.2024 - Current

Personal Banker

PNC Bank
10.2023 - 12.2024

Sales Specialist

Verizon Wireless (AFNI)
01.2021 - Current

Sales Trainer, L&D Department

Verizon Wireless (AFNI)
10.2017 - 01.2021

Head of Training and Development

Mercedes Benz Mbrace
06.2016 - 09.2017

Customer Service Trainer

Verizon Wireless (AFNI)
05.2015 - 06.2016

Lead Mentor

Verizon Wireless (AFNI)
12.2014 - 05.2015

Customer Service Specialist

Verizon Wireless (AFNI)
09.2014 - 12.2014

Bachelor of Arts - Anthropology

University of Arizona

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Eric Bondra