Elizabeth Martinez
El Monte,CA
Summary
Dynamic leader and skilled communicator, adept in branch operations management and customer service excellence, honed at Wells Fargo. Proven track record in enhancing customer satisfaction, streamlining processes for efficiency, and leading teams to exceed expectations. Fluent in Spanish, excels in building customer relationships and engaging in ethical conduct, significantly improving operational outcomes.
Overview
10
10
years of professional experience
Work History
Branch Operations Coordinator
Wells Fargo
03.2024 - Current
- Support Branch Manager with all aspects of branch operations, including loss control, compliance and audit standards
- Engage in lobby to assist and educate customers on how to conduct simple transactions through self-service technologies
- Introducing customer to personal/relationship banker who will build relationships and assist with specialized financial needs
- Maintaining highest level of customer service standards while consistently delighting customers and exceeding expectations
- Completed highly accurate, high-volume money counts via both manual and machine driven approaches
- Trained new hired on customer service policies and procedures
- Enhanced customer satisfaction through effective communication and prompt resolution of issues.
- Built rapport with clients by consistently providing exceptional service leading to repeat business.
- Coordinated staff scheduling, ensuring adequate coverage during peak hours and holidays.
- Complied with regulatory guidelines and requirements.
Teller
Wells Fargo
10.2019 - 03.2024
- Balanced cash drawer daily and resolved discrepancies to provide accurate data regarding cash flow.
- Disbursed cash and checks accurately while maintaining security of cash drawers.
- Processed customer transactions promptly, minimizing wait times.
- Assisted customers with account inquiries, resolving issues promptly and professionally.
- Promoted a welcoming atmosphere in the branch by greeting customers warmly upon arrival and addressing them by name when possible.
- Managed high-volume transactions efficiently while maintaining attention to detail, ensuring accurate processing for customers.
- Developed strong relationships with customers through exceptional service, fostering loyalty and trust.
- Increased cross-selling opportunities by identifying customer needs and recommending appropriate banking products or services.
- Educated customers on use of banking website and mobile apps.
- Identified sales opportunities and referred customers to branch partners in financial services.
Crew Trainer
McDonald's
06.2015 - 09.2019
- Trained other employees in customer service, food safety, and performance requirements.
- Set positive example for team members by providing high-quality, efficient service.
- Greeted customers with smile and provided friendly service to professionally handle every need.
- Processed both cash and card purchases and returns.
- Balanced cash drawers at the end of each shift, ensuring accuracy in financial reporting.
- Resolved customer complaints professionally, maintaining a positive brand image and fostering customer retention.
- Trained team members on cash register operation and cash handling.
- Led opening and closing procedures and conducted cashier drops, cash control and vault monitoring.
Education
High School Diploma -
Sierra Vista High School
Baldwin Park, CA06-2010
Skills
- Exceed Expectations
- Excellent Team Leadership
- Build Customer Relationships
- Engage in Ethical Conduct
- Critical Thinking
- Fluent in Spanish
Timeline
Branch Operations Coordinator
Wells Fargo
03.2024 - Current
Teller
Wells Fargo
10.2019 - 03.2024
Crew Trainer
McDonald's
06.2015 - 09.2019
High School Diploma -
Sierra Vista High School
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