ELISA VELEZ
Belleville,NJ
Summary
Banking and retail operations professional with progressive experience in relationship banking, branch operations, customer relationship management, sales, compliance, cash management, and team leadership. Experienced in identifying customer needs, recommending financial products and services, opening and servicing accounts, facilitating loan applications, resolving complex customer issues, and developing customer relationships. Proven leadership background managing employees, staffing, training, performance, operational procedures, and customer service. Bilingual in English and Spanish.
Overview
2
2
Languages
1
1
Certification
22
22
years of professional experience
Work History
Relationship Banker I
TD BANK
Wayne, NJ
05.2024 - Current
- Build and strengthen customer relationships through active listening, needs-based conversations, product knowledge, and personalized financial solutions.
- Educate customers on banking products and services and identify opportunities for appropriate referrals to internal banking partners.
- Conduct customer outreach and utilize relationship management tools to identify customer needs and generate leads.
- Engage customers in conversations regarding loan products and facilitate application intake.
- Resolve customer issues and errors independently while escalating matters when appropriate.
- Provide guidance on complex banking information while maintaining a positive customer experience.
- Maintain required NMLS registration status and support customer servicing and advice activities.
- Partner with internal teams to provide solutions that address customer financial needs.
Banking Associate
05.2024 - Current
- Process a broad range of banking transactions while providing personalized service and financial education.
- Open and close personal deposit accounts and assist customers with debit cards, credit cards, mobile banking, and online banking.
- Identify customer financial needs and recommend appropriate banking products, services, and internal partner referrals.
- Conduct inbound and outbound customer outreach and host customer appointments.
- Provide consultative support and educational resources to build customer trust and strengthen relationships.
- Maintain accuracy and compliance while performing teller-line and platform banking activities.
Customer Service Manager
THE HOME DEPOT
Bloomfield & Paterson, NJ
01.2022 - 05.2024
- Managed customer service operations, staffing, associate schedules, call-outs, and daily operational priorities.
- Led required team meetings and ensured associates completed operational responsibilities accurately and on time.
- Coached associates and supervisors on customer experience, performance, and company procedures.
- Participated in interviewing, selection, performance assessments, promotion recommendations, and employee development.
- Managed customer concerns and escalated issues while maintaining a high level of service.
- Verified vault counts and supported cash-control procedures.
- Executed emergency procedures in the absence of the Store Manager or Assistant Store Manager.
- Ensured compliance with company policies, safety requirements, and Hazmat procedures.
Front End / Customer Service Supervisor
01.2020 - 12.2022
- Supervised front-end sales and customer service operations and managed cashier staffing and break schedules.
- Handled cash and credit transactions while maintaining operational accuracy.
- Trained and supported Head Cashiers and customer service associates.
- Supported sales initiatives and customer experience objectives.
Service Desk Supervisor
01.2018 - 12.2020
- Supervised customer service associates and supported daily service desk operations.
- Trained, coached, recognized, and managed performance of customer service employees.
- Maintained operational reports and supported order fulfillment and store profitability.
- Drove sales and promoted a positive, productive work environment.
Service Desk Lead
01.2017 - 12.2018
- Supported customer service desk operations, associate supervision, training, order fulfillment, reporting, sales, and store profitability.
- Assisted management with developing associates and maintaining a positive and productive work environment.
Progressive customer service, sales, cashier, order fulfillment, and operational roles
The Home Depot | Walmart | Sam’s Club | Newark Public Schools | Lowe’s | Target
01.2005 - 01.2017
- Developed extensive experience in customer service, cash handling, sales transactions, order fulfillment, returns, inventory, customer issue resolution, and day-to-day retail operations.
- Progressed into supervisory and management responsibilities through demonstrated leadership, customer service, operational knowledge, and team development.
Education
High School Diploma / GED - undefined
Adult Learning Center
Newark, NJSkills
- Branch & Retail Banking Operations
- Relationship Management
- Customer Acquisition & Retention
- Banking Sales & Referrals
- Team Leadership & Development
- Customer Service Management
- Account Opening & Servicing
- Consumer Lending Support
- Cash Management & Reconciliation
- KYC / CIP / BSA / AML
- Regulatory Compliance
- Risk & Loss Prevention
- Customer Outreach & CRM
- Staff Training & Coaching
- Conflict Resolution
- Operational Problem Solving
- Microsoft Office / Excel / Outlook
- Banking: Account Opening & Closing
- Deposits
- Withdrawals
- Money Market Accounts
- Savings Accounts
- Checking Accounts
- CDs
- Credit Cards
- Bank Transfers
- Loan Payment Processing
- Check Cashing
- Currency Exchange
- Banking Products & Services
- Compliance & Risk: KYC
- CIP
- BSA
- AML
- Customer Identification
- Regulation CC
- Cash Discrepancy Prevention
- Counterfeit Currency Detection
- Leadership: Team Supervision
- Coaching
- Training
- Performance Management
- Staff Development
- New-Hire Orientation
- Operations Management
- Scheduling
- Technology: Microsoft Word
- Microsoft Excel
- Microsoft Outlook
- Banking Software
- CRM Systems
- Digital Banking Services
Personal Information
Title: Banking & Management Professional
Certification
Professional in Human Resources, Food Handler Certification, Driver’s License, Non-CDL Class C
LANGUAGES
English – Fluent
Spanish – Fluent
Timeline
Relationship Banker I
TD BANK
05.2024 - Current
Banking Associate
05.2024 - Current
Customer Service Manager
THE HOME DEPOT
01.2022 - 05.2024
Front End / Customer Service Supervisor
01.2020 - 12.2022
Service Desk Supervisor
01.2018 - 12.2020
Service Desk Lead
01.2017 - 12.2018
Progressive customer service, sales, cashier, order fulfillment, and operational roles
The Home Depot | Walmart | Sam’s Club | Newark Public Schools | Lowe’s | Target
01.2005 - 01.2017
High School Diploma / GED - undefined
Adult Learning Center