DIANA VILLALPANDO
JPMorgan Chase
Stanton,CA
2
Languages
19
years of professional experience
Results-driven operations leader with 15 years of experience in customer service and operational management within banking and professional services. Expertise in building high-performing teams and optimizing operations to meet regulatory standards. Focused on driving efficiencies and enhancing client experiences while aligning strategies with business goals.
Work History
Branch Operations Lead / Manager on Duty
2 Years 5 Months- Supported Branch Manager in overseeing daily operations, enhancing client experiences through efficient, accurate transactions
- Provide team leadership by resolving client issues, supporting staff, and fostering a positive, service-focused branch environment
- Led team by resolving client issues, supporting staff, and fostering positive, service-focused branch environment
- Assist in recruiting, onboarding, and training new employees while mentoring existing staff to support growth and advancement
- Ensure adherence to banking regulations, policies, and procedures; communicate updates to staff to maintain compliance and performance standards
- Assisted in recruiting, onboarding, and training new employees while mentoring staff to facilitate professional growth
Personal Banker / Assistant Manager on Duty
11 Years 6 Months- Engaged clients to assess financial needs and recommend tailored products and services
- Opened new accounts and performed account maintenance with accuracy and efficiency
- Collaborated with mortgage and investment partners to identify and refer specific client opportunities
- Supervised tellers and bankers while serving as Manager on Duty, providing approvals and overrides.
- Opened and closed the branch, ensuring operational readiness and security procedures were followed
- Maintained and balanced a cash drawer while assisting with daily teller transactions
- Conducted cash audits for various cash-handling entities to ensure accuracy and compliance
Data Entry
5 Years- Reduced manual data entry errors with the implementation of automated payroll systems.
- Improved accuracy in data entry by meticulously maintaining and updating records.
- Reduced order processing time with effective communication between departments and accurate data entry.
- Filed legal documents with courts and maintained internal records accurately to meet compliance with company procedures
- Updated attorneys on case status through electronic correspondence and in-person interactions to ensure timely information sharing
Education
Bachelor of Arts - Communications
Expected Graduation: August 2027
- Journalism
Majored in Journalism
High School Diploma
Graduated: 2007
Skills
Operational management
Regulatory compliance
Staff management
Team leadership
Problem resolution
Resource allocation
Schedule management
Customer needs assessment
Office software proficiency
Bilingual – English/Spanish
Leadership development
Accomplishments
- Supervised team of 30 staff members.
- Documented and resolved branch errors which led to successfully passing audits.
- Ran and managed a high performing branch
Languages
Spanish
Full Professional
English
Full Professional
Timeline
Branch Operations Lead / Manager on Duty
JPMorgan Chase
01.2024 - 06.2026Read More
Personal Banker / Assistant Manager on Duty
JPMorgan Chase
07.2012 - 01.2024Read More
Data Entry
American Legal Support Services
07.2007 - 07.2012Read More
Pacifica High School
High School Diploma
Read More
Orange Coast College
from Journalism
Read More
Southern New Hampshire University
Bachelor of Arts from Communications
Read More