Diana Zayas
Mesa,AZ
Summary
Experienced branch operations manager with heavy background in risk management and building long term customer relationships, seeking for a fulfilling position where I can challenge and further develop my skills in Fraud & Claims Operations while contributing to my team's success.
Overview
9
9
years of professional experience
Work History
Branch Operations Manager
Wells Fargo
07.2023 - Current
- Developed strong relationships with clients, resulting in increased loyalty and repeat business.
- Managed daily branch operations for optimal productivity and customer satisfaction.
- Supervised a team of employees, fostering a positive work environment and emphasizing professional growth.
- Trained employees on proper procedures and strategies to improve productivity.
- Strong knowledge and understanding of retail compliance controls, risk management, and loss prevention.
- Ability to identify potential fraud and take appropriate action to prevent negative customer experience.
Associate Personal Banker
Wells Fargo
02.2019 - 07.2023
- Utilized strong interpersonal communication skills during client interactions, resulting in increased trust and fostering long-lasting relationships.
- Assisted customers with setting up or closing accounts, completing loan applications, and signing up for new services.
- Maintained compliance with bank policies and regulations while executing various financial transactions for customers.
- Generated new business by conducting thorough financial needs assessments and offering tailored products to clients.
- Proactively avoid risk and loss exposure through strict adherence to policy and procedure.
Teller/Lead Teller
Wells Fargo
03.2015 - 02.2019
- Disbursed cash and checks accurately while maintaining security of cash drawers.
- Processed customer transactions promptly, minimizing wait times.
- Promoted a welcoming atmosphere in the branch by greeting customers warmly upon arrival and addressing them by name when possible.
- Contributed to a positive work environment by demonstrating professionalism, courteousness, and a strong work ethic.
- Advocate for ensuring team was up to date with new changes to policy and procedures.
- Proactively assist in the completion of monthly control tasks in a timely matter.
Education
High School Diploma -
Westwood High School
Mesa, AZ05.2014
Skills
- Strategic Planning
- Staff Supervision
- Compliance Reporting
- Employee Development
- Customer Relationships
- Coaching and Mentoring
- Risk Mitigation
- Bilingual (Spanish)
- Fraud Investigation Experience
- Customer Service
- Team Player
- Verbal/written communication
Additional Information
References Available Upon Request
Timeline
Branch Operations Manager
Wells Fargo
07.2023 - Current
Associate Personal Banker
Wells Fargo
02.2019 - 07.2023
Teller/Lead Teller
Wells Fargo
03.2015 - 02.2019
High School Diploma -
Westwood High School