Aida Stephan
Winter Park,FL
Summary
Highly motivated, reliable self-starter, skilled leader with strong work ethics; including delegating tasks, team building, time management while creating a positive customer service experience. Proven record of increasing sales, improving client retention, and growing customer base. Management and team lead experience with proven results. Ability to learn and adapt to new information and technology platforms.
Overview
21
21
years of professional experience
Work History
Team Leader
Edward Jones
08.2022 - 04.2023
- Coached associates for continuous improvement by providing associates with timely, relevant feedback regarding individual performance through delivery of branch feedback and qualitative results
- Trimester reviews, bonus discussions, and annual reviews
- Provided support and guidance to all associates on personal and/or career development
- Proactively provided key stakeholders with information to help them enhance and develop systems and processes to create ideal client relationship.
- Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
- Worked with leadership team to identify areas of improvement and devised solutions based on findings.
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
- Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
- Promoted high standards through personal example to help each member understand expected behaviors and standards.
- Held bi-weekly team meetings to inform team members on company news and updates.
- Monitored time and attendance, enforcing compliance with company procedures relating to absenteeism.
- Managed leave requests and absences and arranged covers to facilitate smooth flow of operations.
- Reviewed, implemented and updated company records related to team activities for future reference.
- Communicated KPIs outlined in annual plan to inform employees of expectations and deliverables.
- Educated staff on organizational mission and goals to help employees achieve success.
- Developed and updated tracking spreadsheets for process monitoring and reporting.
Customer Experience Manager
Westcor Land Title Insurance Company
12.2016 - 08.2022
- Primary duties included: Responsible for exceeding client service, ensuring outstanding first impression of the company
- Answering phone calls and emails from homeowners, lenders, title companies and attorney offices
- Assist with questions about software issues, endorsements, policy corrections, how to submit a claim and how to obtain copies of final title policies
- Complete policy endorsements and corrections
- Prepare expense reports, assist with principals in drafting and editing memos and reports
- Assist with training new hires
- Perform routine clerical tasks such as mailing; includes FedEx and UPS, copying, faxing, filing and scanning
- Assist with building maintenance request
- Monitor office supplies and replenish stock as necessary
- Coordinate breakfast and lunch meeting including setup
- Schedule and coordinate meetings for supervisors and managers.
- Handled complaints, provided appropriate solutions and alternatives within appropriate timeframes and followed up to achieve resolution.
- Established performance and service goals and held associates accountable for individual performance.
Teller Coordinator
SunTrust Bank
01.2016 - 12.2016
- Addressed employee issues and conflicts, applying listening and communication skills to promote quick resolution.
- Complied with internal controls and federal regulations
- Trained and coached six tellers on banking operations to provide exceptional customer service.
- Assisted tellers in cashing checks by verifying signatures and amounts.
- Recognized potential sales opportunities to cross-sell appropriate products and services to clients and make qualified referrals.
- Managed branch vault by verifying accuracy of cash transactions.
- Greeted patrons and asked questions to better assess client needs.
- Provided clients with general information on account opening.
- Motivated tellers to achieve sales and service goals with continuous coaching.
- Received checks for deposits, entered information into database and issued receipts.
- Conducted various branch operations tasks such as balancing and replenishing ATM, TCD and shipment processing.
- Performed teller scheduling to achieve appropriate branch coverage for business needs.
- Identified talented potential employees through active recruiting and in-depth interview process.
- Managed inventory by tracking and ordering bank supplies, equipment and documents.
- Maintained strong knowledge of bank products, services, procedures and regulatory requirements to assist staff members with questions and difficult or complex tasks.
- Completed highly accurate, high-volume money counts via both manual and machine-driven approaches.
- Counted cash drawers and made bank deposits.
- Promoted bank's products and services by consistently cross-selling to customers.
- Researched and resolved customer issues on personal savings, checking, and line of credit accounts.
- Trained newly hired tellers, providing extensive mentoring along with positive reinforcement to help employees meet monthly goals and reach objectives.
Branch Team leader
Regions Bank
06.2015 - 01.2016
- Achieve individual sales goals, resolve customer and associate issues, monitor branch service quality levels, coach staff to achieve branch sales and service goals, assist in scheduling staff, making selection decisions, reviewing and counseling staff
- Other attributes are: Leading by example and providing outstanding customer service while identifying sales opportunities
- Left to return to SunTrust for better opportunity.
Assistant Branch Manager
United Legacy Bank
10.2012 - 06.2015
- Winter Park Office
- Manage operational functions including loss prevention, audit standards, compliance, and customer retention
- Job description includes supervising and coaching staff regarding policies and procedures, identifying referral/sales opportunities (internal and external calling), products, systems and banking transactions
- Strengths also include a strong knowledge of branch operations, sales leadership and regulatory compliance
- Other attributes are: Leading by example and providing outstanding customer service while identifying sales opportunities
- The performance of the Winter Park branch during the prior year earned the highest cross-sale ratio in the Bank
- I was appointed by Executive management to serve on both the Social Media Committee and the Retail Banking Committee.
Client Service Specialist
SunTrust Bank
12.2009 - 10.2012
- Office
- Primary duties included: Responsible for exceeding client service and branch sales goals by offering and selling products, services and developing sales plans
- Also charged with expanding and retaining client relationships; adherence to all bank policies and procedures while managing risk and loss prevention
- Identifying and making appropriate referrals to other lines of business.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Accepted and processed payments, updated accounts and issued receipts.
- Trained and supervised junior customer service representatives on best practices to meet organization goals.
- Offered personalized solutions to meet customer requirements and close sales.
Assistant Branch Manager
Chase Bank
10.2002 - 10.2012
- Oversaw a branch team consisting of eight tellers and four personal bankers
- Managed operational functions including loss prevention, audit standards, compliance, and customer retention
- Supervised and coached staff regarding policies and procedures, products, systems and banking transactions
- Possess a strong knowledge of branch operations, teller, deposit operations and new account transactions and regulatory compliance
- Took a lead role in creating an outstanding customer experience and helped the branch meet sales objectives contributing to the success of the team
- Proactively met with customers to discover their financial needs and provide products and service recommendations.
Education
High School Diploma -
Lake Howell High School
Winter Park, FL05.1999
Skills
- Leadership
- Initiative
- Confidentiality
- Time management
- Planning
- Communication
- Problem analysis and problem solving, judgment and decision-making ability
- Motivational Techniques
- Coaching and Mentorship
- Client Relationships
- Team-Building Activities
- Power Point
- Microsoft Office
- Adobe
Languages
Spanish
Timeline
Team Leader
Edward Jones
08.2022 - 04.2023
Customer Experience Manager
Westcor Land Title Insurance Company
12.2016 - 08.2022
Teller Coordinator
SunTrust Bank
01.2016 - 12.2016
Branch Team leader
Regions Bank
06.2015 - 01.2016
Assistant Branch Manager
United Legacy Bank
10.2012 - 06.2015
Client Service Specialist
SunTrust Bank
12.2009 - 10.2012
Assistant Branch Manager
Chase Bank
10.2002 - 10.2012
High School Diploma -
Lake Howell High School