Dayanara Hernandez
Davie,USA
Summary
Accomplished professional with significant experience at Citibank, focusing on client relationship management and compliance. Recognized for enhancing customer satisfaction via effective communication and operational improvements. Skilled in account reconciliation and bilingual communication, establishing valuable connections that support business success. Dedicated to delivering high-quality service and fulfilling organizational goals.
Overview
27
27
years of professional experience
1
1
Certification
Work History
Relationship Banker II
Regions Bank
Fort Lauderdale, USA
09.2025 - Current
- Building and maintaining strong relationships with clients by understanding their financial needs to provide personalized banking services and solutions.
- Conducts needs-based conversations to open and service consumer deposit accounts, credit products and digital banking services.
- Deliver exceptional customer service while maintaining compliance with banks policies and procedures and regulatory requirements.
- Resolve client inquiries and issues promptly and professionally.
- Educate clients on banking products, self-service tools, digital solutions and financial best practices.
- Ensure accurate documentation and adherence to KYC, AML and fraud prevention standards.
- Process teller transactions accurately and efficiently.
- Identify potential risk and fraud indicators to escalate concerns according to bank guidelines.
Small Business Owner
Antojitos by Diana
Davie, USA
06.2022 - 09.2025
- Owned and operated a catering business providing food and event services for private events.
- Designed custom menus and managed all aspects of event planning and execution.
- Built and maintained loyal client base through excellent customer experience.
- Maintained business ownership and operational management, keeping business running smoothly.
- Deepened and maintained relationships with clients and business partners.
- Maintained up-to-date records of all transactions related to the business finances.
- Built strong relationships with vendors to ensure timely delivery of materials at competitive prices.
Service Account Manager
United Health Group
Miramar, USA
11.2020 - 11.2021
- Resolved complaints and kept track of all processes that pertain to the medicare and retirement client's base.
- Acting as the client's representative to ensure their demands are met with a focus on improving the customer experience.
- Research and resolved members claims discrepancies by working with internal departments, members and providers.
- Documented details of claim activity to meet compliance and quality assurance.
- Served as liaison to a complex customer base to manage first level response and resolution of escalated issues with external and internal customers.
- Identified operational problems using defined processes, expertise and judgment.
- Investigated claim and/or service issues as identified and communicated resolution to customers.
- Managed a portfolio of accounts by providing timely support and guidance.
- Served as a liaison between internal teams and healthcare members/providers to address escalated claims, eligibility, and documentation issues.
- Provided direct support to clinicians, resolving operational challenges and ensuring alignment with healthcare standards.
Advocate4Me Customer Service Representative
United Health Care Group
Miramar, USA
02.2017 - 11.2020
- Handled and resolved on the first call, service issues by identifying the type of assistance the caller needs such as benefits, eligibility and claims in the medicaid program.
- Contacted care providers on behalf of the member to assist with appointment scheduling or connections with internal specialists for assistance.
- Ensured quality service for internal and external clients.
- Attended to incoming service requests, verbal and written.
- Identified and assessed needs quickly and accurately.
- Solved issues systematically, using sound business judgment.
Senior Bank Teller
Citibank, N.A.
Bronx, USA
04.2011 - 06.2016
- Onboarding business and consumer clients while providing an exceptional service.
- Directed to proper channel when entering the banking floor.
- Delivered superior service by executing daily transactions in accordance with the bank policies and procedures.
- Complied with operational guidelines by completing required CTR, SAR.
- Complied with KYC and AML guidelines.
- Educated customers in utilizing ATM, Citibank online, debit card and Citi phone banking utilization to deepen the relationship.
- Resolved service issues and responded to client's needs effectively.
- Promoted a consistent teamwork environment to effectively deliver consistent and superior service.
Personal Banker / Business Service Officer
Citibank, N.A.
New York, USA
04.2002 - 04.2011
- Developed and acquired new consumer and business relationships ensuring proper implementation of KYC/AML policies and procedures.
- Onboarding of new clients while providing a positive new account opening experience.
- Coached tellers on referral opportunities by educating them individually on our products and services.
- Promoted teamwork in branch to ensure a positive overall experience.
- Consistently exhibited functional effectiveness in a fast-paced, high-pressure work environment, while demonstrating the ability to exceed production hurdles.
- Demonstrated the ability to manage the tellers.
- Assisted with vault opening and closing, cash audited tellers.
- Managed branch compliance ensuring tellers kept CTR and SAR in accordance with policies and procedures.
- Audited personal bankers account opening documentation.
- Cash counted ATM machines in the absence of the Operations Manager.
- Achieved more than satisfactory service results with a proactive, hands-on management style; emphasizing individual attention, positive motivation, and effective delegation.
- Integrated varied sales activities, customer rapport, and strong product knowledge to benefit the sales and service experience.
- Accountable for Financial Centers' staffing schedule, weekly morning huddles, ensuring the personal bankers remain audit ready.
- Cross-trained new personal bankers and service officers.
Executive Administrative Assistant
Citibank, N.A.
New York, USA
06.1999 - 04.2002
- Prepared all written communication on behalf of the Area Manager.
- Coordinated and maintained Area Manager and Area Operations Manager schedules.
- Provided administrative support to 10+ branches while maintaining the office in an efficient manner while following company's policies and procedures for area office.
- Arranged conferences and meetings for the Area.
- Prepared expense reports, ordered supplies, and conducted all types of administrative duties for the Area.
- Maintained inventory of office supplies and equipment as appropriate.
Education
Associate's Degree in Progress -
CUNY Bronx Community College
Bronx, NY05.2010
High school diploma or GED - Business Administration
CUNY Lehman College
Bronx, NYSkills
- Supervisory skills in management
- Time efficiency techniques
- Telemarketing skills for client engagement
- Account reconciliation expertise
- Sales proficiency and management systems knowledge
- Reviewing documentation for accuracy
- dual-language communication (English/Spanish)
- Client interaction through phone communication
- Productivity tools expertise
- direct client onboarding processes
- tasks related to telehealth coordination
- general proficiency in Google Workspace
- developing client relationships
- dispatching experience for operational support
Certification
• State of Florida Certified Notary Public
Languages
Spanish, Expert
Languages
Spanish
Professional
Accomplishments
Citistars Award 2005
Timeline
Relationship Banker II
Regions Bank
09.2025 - Current
Small Business Owner
Antojitos by Diana
06.2022 - 09.2025
Service Account Manager
United Health Group
11.2020 - 11.2021
Advocate4Me Customer Service Representative
United Health Care Group
02.2017 - 11.2020
Senior Bank Teller
Citibank, N.A.
04.2011 - 06.2016
Personal Banker / Business Service Officer
Citibank, N.A.
04.2002 - 04.2011
Executive Administrative Assistant
Citibank, N.A.
06.1999 - 04.2002
Associate's Degree in Progress -
CUNY Bronx Community College
High school diploma or GED - Business Administration
CUNY Lehman College