Open To Work
Dunia Cruz Flores
Banking Operarions
Charlotte,NC
Summary
Results-oriented Operations and Customer Experience Leader with over 6 years of management experience in financial services and branch operations. Led high-performing teams to enhance sales performance, ensure compliance, and elevate customer experiences. Combines leadership and analytical problem-solving skills with a strong background in banking and education. Bilingual in English and Spanish, with strong communication and relationship-building abilities.
Overview
1
1
year of post-secondary education
6
6
years of professional experience
Work History
Banking Operations Manager / Store Manager
PLS FINANCIAL SERVICES
Charlotte
10.2020 - 05.2024
- Directed full daily branch/store operations while ensuring operational excellence, compliance, and superior customer service delivery.
- Managed branch sales goals and operational KPIs to drive revenue performance.
- Oversaw cash handling, reconciliations, and financial controls to ensure transaction accuracy.
- Resolved escalated customer issues professionally while maintaining strong retention and customer satisfaction.
- Led recruitment, hiring, onboarding, training, coaching, and performance development of team members.
- Developed workforce schedules to optimize staffing productivity and meet operational needs.
- Managed branch inventory, resources, and operational processes.
- Prepared daily, weekly, and monthly operational performance reports.
- Ensured strict compliance with internal procedures, policies, and financial regulations.
Supervisor
PLS FINANCIAL SERVICES
Charlotte
10.2019 - 10.2020
- Coached team members, elevating customer service standards and operational performance.
- Oversaw staff, resolved issues, and ensured service excellence.
- Supervised frontline operations, enhancing branch leadership effectiveness.
- Supported compliance initiatives and branch performance goals.
Customer Service Representative
PLS FINANCIAL SERVICES
Charlotte
10.2018 - 10.2019
- Assisted customers with payments and account inquiries, providing effective service solutions.
- Built strong customer relationships through exceptional service and communication.
- Processed financial transactions accurately and efficiently to enhance customer satisfaction.
- Ensured compliance with company financial service procedures to maintain service integrity.
Education
Master of Real Estate Development -
Central Piedmont Community College
Charlotte, NC 10.2025 - 05.2026
Bachelor - Mathematics
Universidad Pedagógica Nacional
Tela , Honduras Education Professional / Teacher
Tela , Honduras Skills
- Banking Operations Management
- Cash Handling & Financial Controls
- Compliance & Risk Management
- KPI reporting
- Process Improvement
- Sales Strategy Development
- Customer Service Excellence
- Client Relationship Management
- Operational Leadership
- Team leadership
- Hiring and training
- Workforce productivity
- Microsoft Excel
- Problem solving
- Conflict resolution
Languages
English Fluent, Spanish Native
Timeline
Master of Real Estate Development -
Central Piedmont Community College
10.2025 - 05.2026
Banking Operations Manager / Store Manager
PLS FINANCIAL SERVICES
10.2020 - 05.2024
Supervisor
PLS FINANCIAL SERVICES
10.2019 - 10.2020
Customer Service Representative
PLS FINANCIAL SERVICES
10.2018 - 10.2019
Bachelor - Mathematics
Universidad Pedagógica Nacional
Education Professional / Teacher