Andres Puentes
Miami,FL
Summary
Results-driven Manager with a strong track record in enhancing team performance and achieving customer service targets. Proven ability to streamline operations and improve productivity through effective staff coaching and organizational management. Committed to exceeding business objectives while maintaining high standards of customer satisfaction. Decisive leader with excellent planning and organizational skills, focused on optimizing procedures for maximum efficiency.
Overview
16
16
years of professional experience
Work History
Branch Operations Lead
JP Morgan Chase
Miami, Florida
04.2022 - 11.2025
- Streamlined branch operations while ensuring compliance with company policies.
- Conducted audits to verify adherence to safety standards and operational guidelines.
- Supervised tellers and loan officers to maintain high productivity levels.
- Managed inventory of cash, supplies, and resources efficiently.
- Coached staff on policies and performance strategies to improve outcomes.
- Resolved customer inquiries and escalated issues to appropriate teams when needed.
- Analyzed branch performance metrics, focusing on sales goals and customer satisfaction.
- Facilitated conflict resolution between staff and customers to enhance overall satisfaction.
Safe & Sound Coordinator
Mandarin Oriental Miami
Miami, Florida
09.2021 - 02.2022
- Inspected workplace environments and equipment, ensuring adherence to safety standards and regulations.
- Trained new employees in safety procedures, reducing workplace accidents.
- Examined commercial buildings for hazardous conditions and fire code violations.
- Collaborated with engineers to implement control measures for hazardous situations.
- Led process improvements, enhancing work efficiency and training others.
- Assisted in procedural and operational audits for compliance verification.
- Conducted inspections to ensure alignment with fire and safety guidelines.
Store Manager
Check Cashing USA
Miami, FL
09.2009 - 09.2021
- Maintained compliance with audit principles to uphold company standing.
- Generated repeat business through exceptional customer service and prompt issue resolution.
- Hired, trained, and managed team of 20 associates, evaluating performance and enforcing discipline.
- Enhanced customer loyalty by delivering fast, knowledgeable service for inquiries and complaints.
- Achieved store improvements by identifying performance gaps and implementing corrective actions.
- Managed sales operations, reconciled cash, and executed bank deposits during opening and closing duties.
- Corrected operational discrepancies through development and execution of process enhancements.
- Collaborated with specialized vendors for inspections and repairs to improve operational efficiency.
Bingo Floor Clerk
Miccosukee Resort & Gaming
Miami, FL
03.2012 - 03.2019
- Facilitated Bingo specials for players, exchanging legal currency for game participation.
- Monitored player behavior during card dealing to detect potential cheating.
- Explained game rules, accepted bets, and processed payouts to ensure smooth gameplay.
- Maintained exceptional customer service standards in fast-paced, high-volume environments.
- Addressed customer complaints and resolved minor issues to optimize gaming machine operations.
- Supplied game equipment, instructed customers on game procedures, and distributed prizes.
Education
Diploma - Medical Insurance Specialist
Technical Career Institute
Miami, FL2008
High School Diploma -
John Dalton School
Bogota, Colombia2005
Bachelor of Science - Business Administration (Not Completed)
Southern New Hampshire University
Hooksett, NHSkills
- Meticulous attention to detail
- Skilled multi-tasker
- Client relations and retention
- Active listening
- Influencing business growth
- Excellent communication skills
- Organizational skills
- Accountable
Timeline
Branch Operations Lead
JP Morgan Chase
04.2022 - 11.2025
Safe & Sound Coordinator
Mandarin Oriental Miami
09.2021 - 02.2022
Bingo Floor Clerk
Miccosukee Resort & Gaming
03.2012 - 03.2019
Store Manager
Check Cashing USA
09.2009 - 09.2021
High School Diploma -
John Dalton School
Diploma - Medical Insurance Specialist
Technical Career Institute
Bachelor of Science - Business Administration (Not Completed)
Southern New Hampshire University