Alejandro Diaz
Ridgecrest,CA
Summary
Experienced individual providing high-quality administrative support to various departments. Highly organized and detail-oriented with great multitasking and task prioritization skills. Results-driven candidate with successful track record of providing support in busy environments. Adept at handling multiple projects and prioritizing tasks. Hardworking and passionate with strong organizational skills and ready to help team achieve credit union overall goals.
Overview
10
10
years of professional experience
Work History
Branch Lead
Desert Valleys FCU
09.2023 - Current
- Support the Branch VP in daily operations with member services and internal frontline team members.
- Manage the Mobile Branch and getting it operational and ready to serve the membership by writing procedures for daily operations, ensure all IT related equipment is operable, developing and executing business developments to better serve local and surrounding towns.
- Followed detailed directions from management for the mobile branch in regard to strategic plans.
- Strategically developed plans with the marketing department to get more traffic for the mobile branch.
- Accomplished multiple tasks within established timeframes.
Branch Lead
Northrop Federal Credit Union
03.2022 - 09.2023
- Oversaw business transactions and practices to comply with regulations, credit union policies, procedures and internal audit requirements.
- Assisted in recruiting and selection process for branch in addition to participating in selection process for future branch bankers and leaders.
- Resolved escalated member and associate issues and counseled associates.
- Answered and managed incoming and outgoing calls while recording accurate messages for distribution to staff.
- Volunteered to help with special projects of varying degrees of complexity.
- Increased member service success rates by quickly resolving issues.
- Completed monthly logs for management review.
- Trained and supervised employees on office policies and procedures.
- Remained solutions-oriented in face of complex problems to assist management and overall branch operations.
- Ordered and distributed branch supplies while adhering to fixed budget.
- Developed and implemented strategies to streamline branch operations.
- Developed and led workshops to enhance our branch's internal culture in line with the Credit Unions strategic focus and direction.
- Drafted common document templates to reduce time spent creating documents from scratch.
- Developed and implemented coaching strategies to build and create value with our internal team members.
- Assessed employee performance and developed improvement plans.
- Maintained internal relationships by communicating effectively across departments.
Operations Supervisor
Desert Valleys FCU
08.2018 - 01.2022
- Ensures the standard of quality member service is met through observation, guidance, and teaching
- Trained and developed Teller Staff to ensure policies and procedures are followed
- Planned daily operational strategies, including team workflows and promotional initiatives
- Improved morale and management communication by creating employee recognition and rewards practices
- Developed initiatives for process improvement to review and assess ongoing operations
- Provided input to management on staff strengths and weaknesses plus training on these elements
- Recognize member service and sales opportunities
- Built upon established practice standards to improve operational performance
- Enforced security policies and procedures to protect company assets from theft, loss, or damage
- Develop and lead the teller line through effective leadership skill and open communication
- Established organizational vision and developed strategies to promote credit union products and services
- Oversee member communication and third-party providers communication
- Examined problem-solving concepts, including quantitative methods and techniques and approaches to optimize organizational operations and facilitate decision-making
- Assist with reporting and auditing functions of the credit union including but not limited to: Membership account auditing, run OFAC reports, Program monitoring, and monthly vault and teller drawer audits
- Assisted in staff management for the teller line and task allocation
- Created trainings on products and services for the teller line to develop knowledge and cross-sale opportunities
- Cultivated and strengthened relationships with members
- Assisted in refining procedures, defining best practices, and correcting reported audit issues
- Provided business merchant type services.
Member Opportunity Advisor
Desert Valleys Federal Credit Union
07.2016 - 07.2018
- Handled cash transactions, balanced cash drawers, performed loan payments and issued cashier's checks
- Performed basic administrative tasks regarding banking products, including handling phone calls, inquiries, and emails
- Kept teller window areas clean, organized and fully stocked
- Performed currency transaction reports
- Greeted and assisted members with professional, knowledgeable support for diverse banking needs
- Maintained confidentiality of bank records and member information
- Researched and resolved member issues on personal savings, checking and lines of credit accounts
- Conducted special service and account transactions for members, including ordering checks and placing stop payment orders
- Adhered to financial services security and audit procedures
- Directed specific questions to appropriate branch personnel
- Opened new member accounts, including checking, savings and lines of credit, and small loans.
- Built and maintained relationships with members to provide ongoing support.
- Improved processes by recommending operational changes.
- Promoted member loyalty programs to increase member retention.
Teller
Desert Valleys Federal Credit Union
09.2013 - 06.2016
- Maintained confidentiality of credit union records and member information
- Researched and resolved member issues on personal savings, checking and lines of credit accounts
- Conducted special service and account transactions for members, including ordering checks and placing stop payment orders
- Adhered to financial services security and audit procedures
- Opened new member accounts, including checking, savings
- Handled cash transactions, balanced cash drawers, performed loan payments and issued cashier's checks
- Cashed member checks verified identification and checked account balances in accordance with credit union policy
- Performed basic administrative tasks regarding banking products, including handling phone calls, inquiries, and emails
- Assisted customers by phone and in person by answering banking questions and recommending solutions
- Kept teller window areas clean, organized and fully stocked
- Reconciled cash and checks against computer records at end of shift
- Explained credit union services, financial products, and applicable fees to customers
- Took on additional shifts during busy periods to minimize staffing shortages
- Served large number of members during high volume shifts and remained composed and professional in stressful situations
- Performed banking transactions for members, including cash transactions, deposits, withdrawals and issuing cashier's checks.
Education
Certificate in Management And Leadership - Credit Union Leadership
Wester Cuna Management School
Pomona, CA07.2021
Certificate - Lending Solutions
University of Lending
Las Vegas, NV12.2015
High School Diploma -
Mesquite High School
Ridgecrest, CA05.2007
Skills
- Performance Monitoring
- Delegation Skills
- Leadership
- Effective Communication
- Process Improvement
- Conflict Resolution
- Team Management
- Relationship Building
- Adaptability and Flexibility
- Organizational Skills
- Member relationship management
- Employee development and education
- Strategic Planning
- Self-Directed
- Fluent in Spanish
- Public Speaking
Timeline
Branch Lead
Desert Valleys FCU
09.2023 - Current
Branch Lead
Northrop Federal Credit Union
03.2022 - 09.2023
Operations Supervisor
Desert Valleys FCU
08.2018 - 01.2022
Member Opportunity Advisor
Desert Valleys Federal Credit Union
07.2016 - 07.2018
Teller
Desert Valleys Federal Credit Union
09.2013 - 06.2016
Certificate in Management And Leadership - Credit Union Leadership
Wester Cuna Management School
Certificate - Lending Solutions
University of Lending
High School Diploma -
Mesquite High School