Anlly Castano
Revere,MA
Summary
Dynamic operations professional with a proven track record at Eastern Bank, excelling in workflow optimization and compliance. Skilled in staff training and customer-focused resolutions, I effectively resolved discrepancies and enhanced service quality, ensuring operational excellence and accuracy in reporting. Committed to fostering team collaboration and driving continuous improvement.
Overview
10
10
years of professional experience
Work History
Operations Associate
Eastern Bank
Cambridge, Massachusetts
11.2025 - Current
- Supported branch operations with account maintenance and transaction processing.
- Reviewed banking documents for accuracy and policy compliance.
- Reconciled cash drawers and balanced end-of-day records.
- Protected confidentiality while handling sensitive customer and account data.
- Helped develop and implement operational procedures for efficient workflow.
- Worked with other departments to coordinate operations management activities.
- Identified internal issues and recommended solutions to upper management.
- Maintained accurate records of inventory orders and shipments.
Service Associate ll
Eastern Bank
Jamaica Plain, Massachusetts
05.2023 - 10.2025
- Assigned and monitored operational tasks to ensure daily completion in compliance with
procedures and customer requirements. - Researched and resolved exception items and discrepancies, escalating when necessary
to minimize risk. - Verified daily logs and production reports for accuracy and compliance with audit
standards. - Supported workflow optimization through training/cross-training of new associates and
coordinating with supervisors. - Delivered high-quality service to internal and external customers, ensuring quick
resolution of issues.
Service Associate I
Eastern Bank
Boston, MA
03.2022 - 05.2023
- Assisted customers with questions, requests, and service issues.
- Processed transactions and updated customer records in service systems.
- Resolved complaints using calm communication and policy knowledge.
- Maintained cleanliness of work areas throughout the day.
- Demonstrated product knowledge to customers by providing detailed information about products and services offered.
Assistant Manager, Customer Service
La Taqueria
Boston, MA
12.2016 - 12.2021
- Verified and balanced daily cash reports while processing high-volume transactions accurately.
- Supported operations during peak hours and followed procedures for compliance.
- Directed daily operations by assigning work and tracking workflow for 20+ employees.
- Performed cash reconciliations, reviewed daily reports, and followed operational procedures.
- • Trained and cross-trained staff to improve productivity and customer service.
Education
ESOL Coursework -
Roxbury Community College
Roxbury, MAAssociate Degree - Psychology
Universidad Minuto de Dios Bello
Medellin, ColombiaHigh School Diploma -
I.E. Monsenor Francisco Cristobal Toro
Medellin, ColombiaSkills
- Workflow assignment and monitoring
- Compliance with internal policies
- Customer service excellence
- Attention to detail
- Problem solving strategies
- Report verification and documentation
- Staff training and cross-training
- Customer-focused resolution
- Team collaboration
PROFESSIONAL SUMMARY
- Bilingual in English and Spanish.
- Bilingual: English & Spanish
Timeline
Operations Associate
Eastern Bank
11.2025 - Current
Service Associate ll
Eastern Bank
05.2023 - 10.2025
Service Associate I
Eastern Bank
03.2022 - 05.2023
Assistant Manager, Customer Service
La Taqueria
12.2016 - 12.2021
ESOL Coursework -
Roxbury Community College
Associate Degree - Psychology
Universidad Minuto de Dios Bello
High School Diploma -
I.E. Monsenor Francisco Cristobal Toro