Carolina Rubio
California
Summary
Bilingual customer experience leader with 20+ years of experience in high-growth, techdriven environments. Proven success leading large-scale support teams, optimizing workflows, and improving customer satisfaction and retention by up to 25%. Skilled in strategic planning, KPI delivery, and cross-functional collaboration. Hands-on experience with Salesforce CRM, RingCentral, NICE inContact, Microsoft Teams, and the full MS Office Suite. Known for empowering diverse teams, coaching leaders, and driving performance through data-driven insights. Fluent in Spanish and adept at delivering inclusive, culturally sensitive support.
Overview
25
25
years of professional experience
Work History
Senior Relationship Banker
Bank of America
California
03.2025 - Current
- Serve as the first point of contact for clients, identifying and addressing personal and small business banking needs
- Build and deepen client relationships by offering tailored banking solutions and connecting clients with specialists
- Conduct proactive outreach and consistent follow-ups to maintain and grow a strong client portfolio
- Train and assist clients with self-service tools and digital banking platforms, increasing adoption and satisfaction
- Maintain regulatory compliance and accuracy while performing transactions and account maintenance
- Leverage technology and process optimization to enhance the overall client experience and operational excellence
Regional District Manager
Oportun
California
01.2015 - 11.2024
- Directed operations for 48 locations with 150+ team members, managing a $350M+ loan portfolio
- Improved operational workflows and coaching systems, raising team performance by 15% and reducing loan defaults by 25%
- Delivered bilingual customer support and training initiatives to enhance compliance and cultural alignment
- Spearheaded retention strategies and product education that increased customer satisfaction by 15%
- Collaborated cross-functionally with finance, compliance, and product teams to ensure quality and consistency in service delivery
Operations Manager
Toys "R" Us
Northern & Central California
01.2007 - 12.2015
- Oversaw 17 stores and 120+ employees, achieving 20% cost savings and operational improvements
- Championed bilingual training and compliance initiatives that improved customer retention and service quality
- Partnered with cross-functional leadership to streamline customer journeys and operational protocols
Regional District Training Manager
Toys "R" Us
Northern & Central California
01.2007 - 12.2015
- Created scalable onboarding programs that reduced training time by 30% and improved leadership effectiveness
- Led team development initiatives with 95% satisfaction rates, improving retention and internal promotion rates
Retail Manager & Regional Training Manager
Blockbuster
Roseville & San Jose, CA
01.2000 - 12.2007
- Managed multiple store operations and directed 60+ staff through change management and service enhancement
- Designed and led training programs that increased sales performance and customer engagement
Education
Business Administration and Management -
De Anza College
Cupertino, CA12.2000
Skills
- Multichannel Support
- Client Retention
- Deescalation Techniques
- Conflict Resolution
- Spanish Inbound Support
- Inclusive Coaching
- Workflow Optimization
- Risk Management
- Call Center Leadership
- KPI Tracking
- SLA Compliance
- Outage & Crisis Response
- Team Coaching
- Talent Development
- Employee Engagement
- Training Design
- Performance Management
- Succession Planning
- Salesforce CRM
- NICE inContact
- RingCentral
- Microsoft Teams
- MS Word
- Excel
- PowerPoint
- Outlook
- Metrics Analysis
- Report Building
- Voice of the Customer
- Customer Journey Mapping
- Action Planning
- Continuous Improvement
Websites
Timeline
Senior Relationship Banker
Bank of America
03.2025 - Current
Regional District Manager
Oportun
01.2015 - 11.2024
Operations Manager
Toys "R" Us
01.2007 - 12.2015
Regional District Training Manager
Toys "R" Us
01.2007 - 12.2015
Retail Manager & Regional Training Manager
Blockbuster
01.2000 - 12.2007
Business Administration and Management -
De Anza College
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