Alexandra Tejada
Yonkers,NY
Summary
Dedicated leader improving skill levels in core performance areas. Designs, plans, and executes training sessions for new and existing employees in person and virtual environments. Successful in tailoring training approaches to different audiences for maximum success. Willing to take on any task to support the team and help business needs. Excellent verbal and written communicator with a strong background in cultivating positive relationships and exceeding goals.
Overview
14
14
years of professional experience
Work History
Branch Operations Model Lead
Chase Bank
02.2023 - Current
- Drove operational and client experience excellence across 176 branches in Brooklyn, Queens, Bronx, and Staten Island, increasing client experience satisfaction across the region by 3% YoY and maintaining a 97.4% audit success rate in 2023.
- Facilitated workshops and seminars for over 1,000 employees on a quarterly basis to strengthen operations knowledge and customer experience behaviors.
- Measured adequate adherence to policies and procedures to reduce risk of loss for the bank.
Senior Field Support Analyst
Chase Bank
10.2018 - 02.2023
- Provide operational insight in region of 180 branches in Brooklyn, Queens, and the Bronx.
- Provided operations training sessions and workshops both virtually and in person
- Maintained detailed records of daily support activities and resolutions to determine necessary training required
- Delivered monthly continued education training for new to-role employees
- Hosted monthly regional control calls to over 200 employees consisting of Branch Managers and Operations leaders.
- Supported colleagues in navigating difficult situations involving potential fraud by providing timely advice based on professional expertise and experience.
- Educated staff members on best practices for identifying and preventing fraudulent activities, fostering a culture of vigilance within the organization.
Trainer
Chase Bank
08.2016 - 10.2018
- Conducted training sessions across the branch network consisting of over 5,000 branches, both in-person and virtually
- Taught Branch Operations Controls and Teller training for new and existing employees, which elevated performance levels and minimized compliance issues by fully training new hires
- Provided continuing education to Senior Leaders.
- Established strong relationships with stakeholders throughout the organization, fostering a collaborative environment conducive to success.
- Collaborated with management to identify areas requiring improvement and developed targeted training solutions accordingly.
- Collaborated with subject matter experts to create accurate training content.
Branch Manager
Chase Bank
08.2013 - 08.2016
- Coached and built team by evaluating and offering constructive feedback to a team of 20 employees.
- Showed accountability by taking ownership of business and willingness to make customer-focused decisions
- Boosted and maintained staff morale, conducting daily huddles to communicate goals, strategies, and new initiatives.
Assistant Branch Manager - Sales
Chase Bank
08.2011 - 08.2013
- Responsible for a team of 8 Personal Bankers - coaching and training them to deliver client needs
- Provide inspiration and leadership to branch staff daily through one-on-one coaching, morning huddles, and end-of-day debriefs.
Licensed Personal Banker
Chase Bank
03.2010 - 08.2011
- Top banker in the Bronx with a track record of consistently exceeding sales and customer expectations
- Licensed with Series 6, 63, and Life Insurance
Education
Doctor of Strategic Leadership -
Regent University
Virginia Beach12.2022
Master of Science - Organizational Leadership -
Mercy College
Dobbs Ferry, NY08.2010
Bachelor of Science - Business Administration -
DeVry University
06.2009
Skills
- Business Planning
- Process Improvement
- Business Development
- Course Development
- Online Instruction
- Group and Individual Instruction
- Teamwork and Collaboration
- Audit Support
- Analytical mindset
- AML compliance knowledge
Languages
Spanish
Full Professional
Timeline
Branch Operations Model Lead
Chase Bank
02.2023 - Current
Senior Field Support Analyst
Chase Bank
10.2018 - 02.2023
Trainer
Chase Bank
08.2016 - 10.2018
Branch Manager
Chase Bank
08.2013 - 08.2016
Assistant Branch Manager - Sales
Chase Bank
08.2011 - 08.2013
Licensed Personal Banker
Chase Bank
03.2010 - 08.2011
Doctor of Strategic Leadership -
Regent University
Master of Science - Organizational Leadership -
Mercy College
Bachelor of Science - Business Administration -
DeVry University