ANGELA PENA
Saddle Brook,NJ
Summary
Highly motivated banking professional with experience in providing signature customer service and building positive trusted relationships with clients and staff at all levels within a complex fast-paced team environment. Focused communicator, fast learner and trusted for exceptional good judgment in all situations and capacity to maintain confidentiality of sensitive information.
Overview
15
15
years of professional experience
Work History
Sr Branch Ambassador
CAPITAL ONE BANK
Lodi, NJ
01.2023 - Current
- One of (3) Ambassadors, selected to lead enterprise-wide market strategy for branch excellence
- Mentor for high performance by leading and influencing other ambassadors at a market level
- Handling all aspects of branch scheduling
- Obtained Catalyst certification which allows me to enhance our new hires experience ensuring observation, proper training and practice time is provided in a safe environment and with support
- Continue to support teammates with operations ensuring compliance with all audit security and policies and procedures in accordance with the bank and federal regulations and corporate policies
- Responsible for running mock branch audits and lead day to day branch operations as appropriate and with oversight
- Provide support for Market Managers at the market level, beyond local branch location as needed
Branch Ambassador
CAPITAL ONE BANK
03.2015 - 01.2023
- Provide comprehensive customer service to attract and retain customer loyalty
- Supervise a team of 9+ tellers and mentor for high performance, quality and excellence in customer service and banking experience
- Act as a model for service excellence and customer advocate
- Provide outstanding personalized service to customers based on their financial needs
- Support teammates with operations ensuring compliance with all audit security and policies and procedures in accordance with the bank and federal regulations and corporate policies
- Review business accounts, wires, cash advances, reports, and other operational tasks
- Assist the team with ATMs settlements, vault operations, staff scheduling, teller and platform transactions
- Selected to Sr Ambassador role to leader enterprise-wide market strategy for branch excellence.
Store Manager
PAYLESS SHOESOURCE
North Bergen, NJ
09.2009 - 06.2012
- Responsible for training staff and managing store operations
- Provide a safe, clean and pleasing store environment while handling customers complaints and inquiries
- Administered finances for business development to optimize sales opportunities and accomplished monthly store goals
- Handled all necessary documentations including performance evaluations, inventories, and staff scheduling.
Education
Bachelor's of Arts - Human Resource Management
Berkeley College
04-2015
Associate's Degree - Applied Science
Eastern Int. College
06.2010
Skills
- Fast Learner
- Time Management
- Compliance
- Leadership
- Adaptable
- Problem Solving
- Team Player
- Spanish Bilingual
- G-Suite
- Microsoft Office: Word, Excel, Powerpoint, Outlook
Professional Development
CAMS Certification (in progress)
Catalyst Training and certification 2022
Awards
- The Big East Way winner Q2 2023
- PROPS winner 2022
- Highest percentage in the Market of debit card swipes 2021
Timeline
Sr Branch Ambassador
CAPITAL ONE BANK
01.2023 - Current
Branch Ambassador
CAPITAL ONE BANK
03.2015 - 01.2023
Store Manager
PAYLESS SHOESOURCE
09.2009 - 06.2012
Bachelor's of Arts - Human Resource Management
Berkeley College
Associate's Degree - Applied Science
Eastern Int. College