Erica Garcia
Summary
Professional with strong background in operations management, known for effectively driving process improvements and optimizing efficiency. Skilled in strategic planning, resource allocation, and team leadership, consistently delivering results in fast-paced environments. Possesses collaborative mindset, adept at adapting to evolving business needs and fostering productive team atmosphere. Renowned for reliability, problem-solving abilities, and results-oriented approach.
Overview
12
12
years of professional experience
Work History
Branch Operations Associate Manager
Wells Fargo Bank
10.2022 - Current
- Lead operational excellence and strong risk management
- Utilize CloudCord and HR tools to achieve staffing levels aligned with staffing model
- Own customer issues from start to finish and follow procedure to identify, capture escalate and respond to customer complaints
- Lead employee experience and develop the team by supporting new to role employee training and onboarding experience, plan my day connections one-on-one, observations and skill practice; document all coaching sessions in eCoaching Notebook
- Lead service advice and guidance leading to growth through execution of the behavior framework
- Support manager in execution of the mobile strategy to provide customer convenience leading to increased mobile adoption and transaction migration
- Model and lead an excellent customer experience focused on connecting and personalizing while ensuring tellers identify clues or leverage next best conversations to refer customers to the most appropriate banker to help with their financial needs
Associate Personal Banker
Wells Fargo Bank
04.2016 - 10.2022
- Assisted clients with account inquiries and financial product recommendations.
- Prepared and submitted credit applications for loans, lines of credit, and credit cards.
- Provided excellent customer service to internal and external customers, as seen in internal rankings.
- Handled complex inquiries while staying professional at all times, resulting in strong customer relationships.
- Shared and implemented ideas to improve our team performance based on customer feedback.
Lead Teller
Wells Fargo Bank
06.2014 - 04.2016
- Transaction approval by analyzing the transaction and internal resources to make the best decision for the customer and company
- Exceeded quarterly customer service goals and mentored peers to achieve the same
- Supervised daily operations of cash handling and teller transactions, ensuring compliance with policies.
- Trained and mentored new tellers on customer service protocols and transaction processes.
Teller
Wells Fargo Bank
08.2013 - 06.2014
- Processed customer transactions adequately and in a timely manner
- Exceeded quarterly sales goals by Identifying customer’s needs and introduced them to a banker for broader financial conversations
- Followed procedures and regulations to minimize bank and customer losses
- Maintained accurate cash drawer balances through meticulous attention to detail.
Education
High School Diploma -
Procter R. Hug High School
06-2009
Skills
- Risk management
- Operational excellence
- Customer issue resolution
- Employee training and onboarding
- Service advice and guidance
- Mobile strategy execution
- Complex inquiry handling
- Cash management
- Performance coaching
- Staffing model alignment
- Scheduling coordination
- Teamwork and collaboration
Accomplishments
- Service Excellence Nomination awarded twice
- Active team member in the volunteer chapter
Languages
Spanish
Native or Bilingual
Timeline
Branch Operations Associate Manager
Wells Fargo Bank
10.2022 - Current
Associate Personal Banker
Wells Fargo Bank
04.2016 - 10.2022
Lead Teller
Wells Fargo Bank
06.2014 - 04.2016
Teller
Wells Fargo Bank
08.2013 - 06.2014
High School Diploma -
Procter R. Hug High School