Alexia Pantoja
Orange,NJ
Summary
Banking professional with 6+ years of experience in branch operations, risk controls, customer experience, and maintaining regulatory compliance. Proven ability to oversee operational activities, coach frontline staff, and partner with branch leadership to deliver consistent results. Known for being dependable, collaborative, and someone leadership can rely on to help keep operations running smoothly. Bilingual English/Spanish communicator skilled in financial needs discovery, digital banking education, and customer engagement and retention.
Overview
8
8
years of professional experience
Work History
Branch Operations Coordinator
WELLS FARGO BANK
Morristown, NJ
09.2024 - Current
- Collaborate with Branch Manager to enhance daily operations, coordinate staffing, streamline workflow execution, reinforce internal controls and ensure compliance with policies and procedures
- Provide guidance and operational support to teller team, assisting in real-time with approvals, escalations, and complex customer transactions by proactively identifying risk
- Identify opportunities to improve customer experience and branch efficiency, as well as promoting digital banking tools to increase adoption, convenience and engagement
- Assist onboarding and peer development by maintaining strong knowledge of banking products, services, and operational procedures
Keyholder / Assistant Manager
HOLLISTER CO.
Livingston, NJ
11.2018 - 04.2019
- Supported store management with opening and closing procedures, cash handling, operational readiness, and loss-prevention controls.
- Led and supervised a team of associates, providing real-time coaching, task delegation, and performance support to ensure smooth daily operations.
- Resolved escalated customer concerns professionally while maintaining brand standards, service quality, and customer loyalty.
- Assisted in training new staff on sales techniques and customer service standards.
Bank Teller
WELLS FARGO BANK
07.2018 - 09.2024
- Process customer transactions in compliance with bank procedures and regulatory standards
- Manage client access to safe deposit boxes, cash handling systems, and vault operations
- Identify customer needs and recommend appropriate banking and digital solutions
- Maintain high accuracy standards while delivering strong customer experience
Retail Sales Associate
HOLLISTER.CO
Livingston, New Jersey
09.2017 - 11.2018
- Delivered customer-focused service and sales support.
- Assisted customers by asking open-ended questions to understand needs and suggest suitable merchandise.
- Processed transactions, returns, and exchanges accurately.
- Followed company policies, rules and procedures to promote company goals.
Education
Bachelor of Arts - Psychology, Sociology
Montclair State University
Montclair, NJ01.2023
Social Sciences Studies -
Essex County Community College
West Caldwell, NJSkills
- Branch Operations
- Risk Management & Compliance
- Team Leadership & Coaching
- Customer Relationship Growth
- Teller Line Oversight & Approvals
- Operational Controls Efficiency
- Performance & Productivity Support
- Conflict Resolution & Escalation Handling
- Digital Banking Education & Adoption
- Bilingual: English & Spanish
Timeline
Branch Operations Coordinator
WELLS FARGO BANK
09.2024 - Current
Keyholder / Assistant Manager
HOLLISTER CO.
11.2018 - 04.2019
Bank Teller
WELLS FARGO BANK
07.2018 - 09.2024
Retail Sales Associate
HOLLISTER.CO
09.2017 - 11.2018
Bachelor of Arts - Psychology, Sociology
Montclair State University
Social Sciences Studies -
Essex County Community College