CARLENE MINIER
Summary
Human Resources and Operations professional with 9+ years of experience in financial services and risk management, now transitioning into Human Resources. Skilled in HR operations, onboarding, compliance, and process improvement. Adept at managing sensitive employee data, streamlining workflows, and fostering positive workplace experiences. Proficient in G-Suite and case management systems. Bilingual in English and Spanish.
Overview
11
11
years of professional experience
Work History
Principal Risk Management Coordinator
Capital One Bank
02.2022 - Current
- Supported HR-aligned operations by managing sensitive employee and customer data with accuracy and confidentiality.
- Developed structured process improvement frameworks that reduced fraud case turnaround times from 10 days to 3–5 days.
- Designed and implemented inbox and case management workflows, reducing backlog by 60% and improving response times.
- Partnered with leadership to identify bottlenecks and recommend compliance-driven process enhancements.
- Trained and cross-trained team members on workflow systems, ensuring consistency and knowledge sharing.
Branch Ambassador
Capital One Bank
10.2017 - 02.2022
- Developed a proactive service model to reduce branch wait times by assigning bankers to assist customers with quick inquiries, improving customer satisfaction, and digital adoption.
- Strengthened relationships with business customers by implementing a call-ahead system for cash requests, significantly reducing wait times by 70% and transaction delays.
- Proactively communicated branch hours and holiday closures to business clients, helping them plan effectively and enhancing their service experience.
- Open and serve a range of account types, including personal, small business, trust, estate, and digital banking solutions.
- Serve as a customer advocate, promoting digital solutions and ensuring a smooth, efficient banking experience.
- Led operational seminars (“Operations in Focus”) across Upper Manhattan branches, reinforcing customer-centric service and operational excellence.
Lead Teller
Capital One Bank
09.2014 - 10.2017
- Supervised teller operations, ensuring adherence to cash management policies, accuracy, and security.
- Mentored and trained new tellers, accelerating onboarding and maintaining high customer service standards.
- Collaborated with Market Managers on new hire interviews, contributing to successful recruitment decisions.
- Fostered a collaborative team environment, exceeding customer expectations and promoting operational consistency.
- Managed day-to-day operations, ensuring compliance with bank policies and seamless execution of transactions.
- Supported branch leadership with implementing new processes to improve efficiency and risk controls.
Skills
- Microsoft Office Suite (Word, Excel, PowerPoint) G-Suite
- Bilingual Communication (English & Spanish)
- Recruitment & Pre-Interviews
- Applicant Screening
- Orientations
- New Employee Training
- Supervision
- Progressive Discipline (Verbal Warnings, Performance Memos)
- Employee Engagement
- Compliance Training
Timeline
Principal Risk Management Coordinator
Capital One Bank
02.2022 - Current
Branch Ambassador
Capital One Bank
10.2017 - 02.2022
Lead Teller
Capital One Bank
09.2014 - 10.2017
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