Christine Martinez Castaneros

Managed and inspired team members to perform to their full potential, driving branch profitability. Boosted member base, acquiring new customers and members and identifying needs to deliver relevant products and services. Assists in establishing branch goals and sales objectives by working collaboratively with business development, including surrounding communities. Working with existing and new Segs groups and creating financial education and support for their employees. Championed neighborhood programs to bring awareness to each community. Ensures team members are trained, and consistently held accountable for achieving goals, and delivering superior service. Assists in monitoring branch operating and sales results relative to established objectives. Established objectives. Developed strategies to increase customer satisfaction and loyalty by proactively engaging with our members through Net Promoter Score feedback surveys, resolving pain points, and creating proactive solutions. Worked with cross-functional teams, and collaborated with department leaders to achieve service goals. Collaborated with cross-functional teams in different departments to define features and build robust, easy-to-use products and customer-facing workflow tools. Ensures that the branch's needs concerning employment, counseling, performance evaluations, timecards, scheduling, training, motivation, developmental plans, and performance expectations are set, reviewed, and achieved. Ensures satisfactory branch audits, including cash and negotiable items, security, and operational processes, are met. Provided guidance and support to team members regarding problem resolution and customer service issues.

Promotes excellent member and public relations by interacting with sponsor employer groups (SEGs), maintaining contacts, and developing relationships through new SEGs in the surrounding communities.

Representing the DE&I Council, working with the Culture team and leaders in the executive team, creating diversity efforts and initiatives, and playing a role in evaluating current practices and company culture.

Manages and directs all outbound and inbound call center operations to ensure performance is acquired. Supports and reviews call center policies and procedures. Directs and develops representatives; resolves conflicts; ensures that the work product consistently meets established standards; and takes the required corrective or developmental action to remedy deficiencies. Managed call center metrics, ensured member satisfaction, and reported statistical performance levels related to the call center. Maintains and improves call center operations by monitoring system performance, identifying and resolving problems, preparing and completing action plans, completing system audits and analysis, and managing system and process improvement and quality assurance programs. Accomplishes call center human resource objectives by assigning, coaching, counseling, and disciplining employees; administering scheduling systems; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning, and reviewing compensation actions; enforcing policies, and procedures. Oversees customer issues and ensures effective, long-term problem resolution. Maintains professional and technical knowledge by tracking emerging call center operations management trends, attending educational workshops, reviewing professional publications, establishing personal networks, benchmarking state-of-the-art practices, and participating in professional societies. Prepares call center performance reports by collecting, analyzing, and summarizing data and trends.

Conducted regular meetings with managers to discuss team members' performance, and provide guidance and feedback. Evaluated customer feedback and adjusted company processes accordingly. Trained staff on product knowledge, customer service techniques, and sales strategies.

Responsible for the region's growth and profitable member relationships, including operations, product sales, safety, and security. Coach and train branch managers and staff to achieve and maintain a consistent and high level of performance. Motivate and manage exceptional team performance, maximizing employee strengths and skills. Monitor sales growth of key products and services within the branch to meet strategic and branch goals. Assist in interviewing, hiring, and training new member service team members. Create new sales and marketing strategies to drive growth. Evaluate staff performance reviews. Collaborate closely with the Vice President of Branch Operations to determine corrective solutions to risk assessment findings, and provide training to support staff operational performance. Conduct pre-scheduled and surprise merchandising audits. Create individual expectations, responsibilities, and goals that are specific and measurable for the employees. Create individual developmental plans for each employee to train, motivate, and develop. Collaborate and execute marketing programs and general business solutions, resulting in increased company exposure, customer traffic, and sales.

Led the implementation of 1st United's robust video teller technology, resulting in success, and recommended processes and system improvements for the new video teller. Managed new departmental transition teams primarily to help staff members and customers overcome objections, challenges, and prepare for future branch transformations.

Collaborated closely with the Human Resources department on matters related to employee relations.Created and maintained relationships with key customers in the region. Provided mentorship and coaching to staff members throughout the region as needed. Aligned procedures and protocols with changing business demands. Handled human resource concerns and established plans to handle issues consistently and efficiently.