Alma Peña

• Lead and support branch operations while supervising and developing a high-performing team, fostering continuous growth in technical, service, and leadership capabilities.
• Oversee daily operations to ensure efficient, secure, and compliant processes, including vault management, audit readiness, and adherence to safety/emergency protocols.
• Mentor staff through targeted coaching, onboarding, and performance management, enhancing employee engagement, retention, and advancement opportunities.
• Drive team development aligned with organizational goals by setting clear expectations, encouraging innovation, and facilitating a collaborative, outcomes-driven environment.
• Support member-centric initiatives by delivering consistent, personalized service across all touchpoints, contributing to improved satisfaction and financial health outcomes.
• Collaborate in recruiting, hiring, and training to build a resilient, goal-oriented team prepared to meet evolving member needs.
• Analyze reports, trends, and KPIs to identify opportunities for performance optimization, resource allocation, and continuous improvement.
• Partner with leadership on local marketing, financial education, and community engagement efforts to promote growth and deepen member relationships.

Key Achievements:

• Increased employee retention and performance by implementing structured development plans and recognition strategies.
• Enhanced operational efficiency by streamlining team workflows and improving audit compliance metrics.
• Contributed to exceeding branch goals in member satisfaction, product cross-servicing, and community outreach.

• Facilitated member account inquiries, providing timely and accurate information to enhance member satisfaction.
• Resolved complex issues by collaborating with cross-functional teams to ensure seamless service delivery.
• Mentored junior representatives, fostering a culture of excellence and improving overall team performance.
• Streamlined processes to improve efficiency in handling member transactions and requests.

• Supervised daily operations to ensure compliance with credit union policies and procedures.
• Implemented process improvements, enhancing efficiency in transaction handling and member services.
• Coordinated team schedules to optimize staffing levels during peak service hours.
• Facilitated communication between departments to streamline workflows and enhance member experience.
• Analyzed performance metrics to identify training needs and improve team productivity.
• Conducted regular audits of financial transactions to ensure accuracy and regulatory compliance.
• Supervised day-to-day operations to meet performance, quality and service expectations.
• Facilitated clear communication between employees and upper management through regular meetings and updates.
• Enforced company policies consistently while handling disciplinary actions when necessary with fairness and respect.
• Assisted in recruiting, interviewing, hiring, and onboarding of new employees to maintain adequate staffing levels.
• Promoted teamwork within the workplace by encouraging collaboration among staff members on various project tasks.
• Collaborated with the management team to develop strategic plans for business growth and improvement.
• Conducted employee performance evaluations, providing constructive feedback for growth and development.
• Implemented staff training programs, enhancing product knowledge and improving customer service skills.
• Led weekly team meetings to discuss goals and review performance, fostering culture of continuous improvement.
• Assisted in budget preparation, ensuring alignment with financial goals.
• Facilitated team-building activities, enhancing team cohesion and morale.