Biljana Pesic
Pleasant Hill,CA
Summary
Dynamic banking professional with extensive experience at Poppy Bank, excelling in operations management and performance improvement. Proven track record in enhancing customer satisfaction and team productivity through effective training and mentorship. Skilled in business development and compliance, fostering strong client relationships while driving branch success and exceeding targets.
Overview
19
19
years of professional experience
Work History
AVP Branch Manager
Poppy Bank
Milpitas, CA
12.2023 - Current
- Maintained compliance with industry regulations by implementing risk mitigation measures and maintaining accurate documentation.
- Promoted and led performance enhancement culture by actively coaching and mentoring direct reports.
- Improved customer satisfaction by streamlining processes and implementing new strategies.
- Enhanced team productivity by providing training and mentorship to junior staff members.
- Assisted in recruiting, hiring and training of team members.
- Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
- Interacted well with customers to build connections and nurture relationships.
- Continuously monitored branch performance against key performance indicators, taking corrective actions as needed to ensure objectives were met or exceeded.
- Implemented effective sales strategies to achieve branch targets and exceed expectations consistently.
- Evaluated employee performance regularly through appraisals and feedback sessions to facilitate continuous development of skills and knowledge base within the team.
- Collaborated with senior leadership on strategic planning initiatives to align branch objectives with corporate goals.
- Met deadlines by proactively managing individual and team tasks and streamlining processes.
- Developed and maintained strong relationships with clients, resulting in increased business opportunities.
- Successfully managed change within the organization, ensuring smooth transitions during periods of restructuring or process improvements.
Branch Operations Officer
Poppy Bank
Pleasanton, CA
07.2019 - 12.2023
- Maintained scheduling for main branch to keep shifts appropriately staffed.
- Oversaw staff recruitment, training, and development initiatives to build a high-performing team capable of meeting branch objectives consistently over time.
- Reviewed new accounts for required documentation.
- Conducted regular audits to ensure adherence to internal controls, preventing potential fraud or mismanagement incidents.
- Evaluated employee performance regularly, providing constructive feedback designed to help each individual reach their full potential on the job.
- Contributed to overall company success by sharing best practices with colleagues at other branches and participating actively in cross-functional initiatives aimed at improving organizational performance on a larger scale.
- Maintained compliance with all regulations, policies, and procedures to minimize risk exposure for the organization.
- Managed daily operations, ensuring smooth and efficient branch functioning.
Branch Team Leader
Patelco Credit Union
Concord, CA
03.2018 - 06.2019
- Managed recruiting and selection process for branch in addition to participating in selection process for future branch bankers and leaders.
- Resolved escalated customer and associate issues and counseled associates.
- Developed strong relationships with clients by providing exceptional service and tailored financial advice.
- Oversaw risk management initiatives by performing periodic audits of loans, accounts, and transaction records.
- Maintained strict compliance with banking regulations, mitigating risk through diligent monitoring of transactions and account activity.
- Identified cross-selling opportunities within existing client base by staying informed about available banking products/services that could benefit them.
- Streamlined branch operations by implementing efficient workflow processes and staff scheduling.
- Conducted regular team meetings to review progress, set goals, and address any concerns or challenges.
Banker
Poppy Bank
Walnut Creek, CA
07.2009 - 03.2018
- Assisted customers with setting up or closing accounts, completing loan applications, and signing up for new services.
- Developed and maintained strong customer relationships, providing exceptional service and advice.
- Maintained strict compliance with all banking regulations, ensuring a secure and trustworthy environment for clients.
- Delivered exceptional customer service, addressing concerns promptly and professionally to ensure client satisfaction.
- Collaborated with team members to consistently meet or exceed branch sales targets and objectives.
- Managed escalated phone calls by applying conflict resolutions skills and extensive knowledge of bank policies, products, and services.
- Monitored account activity and identified suspicious transactions, taking appropriate action to prevent fraud.
- Investigated customer inquiries and resolved discrepancies in helpful and timely manner.
Banker
Wells Fargo Bank, N.A.
Pittsburg, CA
03.2006 - 05.2009
- Assisted customers with setting up or closing accounts, completing loan applications, and signing up for new services.
- Developed and maintained strong customer relationships, providing exceptional service and advice.
- Maintained strict compliance with all banking regulations, ensuring a secure and trustworthy environment for clients.
- Delivered exceptional customer service, addressing concerns promptly and professionally to ensure client satisfaction.
- Initiated cross-selling strategy that significantly increased uptake of additional banking products and services.
- Streamlined teller process for deposits and withdrawals, improving transaction speed and customer wait times.
- Cross-sold credit cards, loans and other bank products.
Skills
- Operations management
- Channel management
- Internal communications
- Corporate communications
- Business planning
- Operations oversight
- Business development
- Office management
- Operational leadership
- Growth planning
- Performance improvement
- Staff management
Timeline
AVP Branch Manager
Poppy Bank
12.2023 - Current
Branch Operations Officer
Poppy Bank
07.2019 - 12.2023
Branch Team Leader
Patelco Credit Union
03.2018 - 06.2019
Banker
Poppy Bank
07.2009 - 03.2018
Banker
Wells Fargo Bank, N.A.
03.2006 - 05.2009