Fausto J. Ortiz
Holland
Summary
Experienced leader with a strong background in team guidance and complex project management, consistently achieving strategic objectives. Excels in developing efficient processes, ensuring high standards, and aligning efforts with organizational goals. Known for a collaborative approach and unwavering commitment to excellence.
Overview
17
17
years of professional experience
Work History
Assistant Branch Leader
Flagstar
08.2021 - Current
- Participated in interviewing and hiring process of talented individuals with the necessary skill set to perform vital functions of their position.
- Enhanced branch production rates by handling staff conflicts through coaching employees on company expectations.
- Maintained friendly and professional customer interactions.
- Submitted loan applications to underwriter for verification and recommendation.
- Consulted customers to boost product sales and services that included referrals to the Financial Consultant, Mortgage Loan Officer and Merchant Services.
- Complied with regulatory guidelines and requirements.
- Trained and supervised employees on office policies and procedures.
- Developed and managed employee schedules, balancing individual requests and requirements with business needs.
- Conducted weekly staff huddles to motivate staff members, address concerns, and questions, plan improvements and evaluate progress toward goals.
- Collaborated with employees to exceed sales goals.
- Built rapport with account holders by reaching out with product recommendations and account updates.
Compliance Manager
Sam's Club
04.2019 - 01.2021
- Prepared and presented comprehensive reports to upper management and audit team, covering issues and recommendations.
- Delivered subject matter expertise for internal and external customers on compliance best practices and quality control.
- Consulted with associates on best practices for safety and regulatory initiatives.
- Audited food safety practices to evaluate performance and deliver effectiveness of preventive controls.
- Evaluated customer complaints, processes, and all other aspects of operations to assess compliance.
- Monitored key food safety KPIs and prepared evaluations, assessments, and reports.
- Reviewed documents, files, transcripts, and other records to assess compliance and potential risk.
- Managed compliance efforts, reporting and audits.
Member Experience Manager
Sam’s Club #6682
03.2018 - 03.2019
- Provided direction and guidance to associates on proper member service experience management and techniques to ensure member needs, complaints, and issues were successfully resolved within company guidelines and standards
- I was responsible to enforce the execution of food safety standards, cold chain compliance and food merchandise quality.
- Provided supervision and development opportunities for associates through mentorship program
- Engaged with members and other assistant managers to identify additional sales opportunities
- Set aggressive targets for associates to drive membership sales, plan upgrades and cross-sell credit cards
- Maintained professional demeanor by staying calm when addressing unhappy or angry members
- Established team priorities, maintained schedules and monitored performance for Front-End Associates
Wholesale Trading Manager
Sam’s Club #6601
04.2017 - 02.2018
- Provided direction and guidance to associates on proper member service experience management and techniques to ensure member needs, complaints, and issues were successfully resolved within company guidelines and standards regarding with their Fax ’N Pull, Click ‘N Pull orders and Curbside Pick-Up
- I was responsible to enforce the execution of food safety standards, cold chain compliance and food merchandise quality on all orders submitted to the department
- Provided supervision and development opportunities for associates
- Engaged with members and other assistant managers to identify additional sales opportunities
- Worked with other clubs to assist with the fulfillment of orders
- Coordinated with various transporting companies to ensure the efficient and timely pick-up and delivery of truckload quantities of product to our members throughout the greater metropolitan city, vicinity areas and rural Alaska
- Worked with local, national vendors and company buyers to ensure we had product to satisfy our member’s demand
Manager-In-Training
Sam’s Club #6601
12.2016 - 04.2017
- Learned company expectations to manage facility operations (front end, fresh areas, sales floor, accounting, receiving, membership and refunds, parking lot and grounds, professional services, tire and battery center, jewelry, and photo), including ensuring asset protection, inventory control, member service, safety, and compliance in each area as part of daily assigned duties and communicating with other managers and associates about facility operations, merchandising, and company direction
- Provided direction and guidance to associates on proper member service approaches and techniques to ensure member needs, complaints, and issues were successfully resolved within company guidelines and standards
- Responsible to enforce the execution of food safety standards, cold chain compliance and food merchandise quality
- Provided supervision and development opportunities for associates
- Worked jointly with the management team to ensure all opening and closing procedures were followed, including communicating with opening and closing managers to ensure a smooth transition from day to night operations, discussing merchandising opportunities and directions, scheduling concerns, associate issues, any issues needing to be escalated, additional resources needed and any special opening or closing instructions or relevant information
Assistant Branch Manager
Northrim Bank
02.2008 - 03.2016
- Interviewed and collaborated with the Branch Manager on staff hiring decisions
- Conducted analysis relating to transaction volume and productivity to schedule staff accordingly
- Provided supervision of assigned staff as measure by staff engagement, turnover, timely and effective performance evaluations, and compliance with policies, procedures, and banking regulations
- Coached, led and motivated assigned branch employees to establish and reinforce operational performance as well as sales and service expectations and results
- Promoted cross sales of products and services to acquire new customers and retain existing relationships
- Assisted customers to resolve problems and managed the customer experience through one-touch resolution
- Controlled currency and coin in a responsible manner that met security guidelines and drawer limits
- Ensured all branch cash drawers are balanced daily within guidelines
- Provided initial and sustained training to staff on operational policies, procedures, banking regulations, bank systems, product/services and customer experience management
- Provided supervisory assistance to branch employees through teller overrides, customer assistance, cash controls, coordinating workflows and security
- Made financial services presentations to new and existing customers
- Originated and closed consumer loans
- Sold and serviced Annuity products, as properly licensed
- Performed over the counter general to complex paying and receiving transactions
AVP, Branch Sales Manager
Northrim Bank
06.2011 - 07.2013
- Consistently coached employees to establish and reinforce operational performance as well as sales and service expectations and results
- Provided supervision of assigned staff as measure by staff engagement, turnover, timely and effective performance evaluations, and compliance with policies, procedures, and banking regulations
- Coached, led and motivated assigned branch employees to establish and reinforce operational performance as well as sales and service expectations and results
- Provided supervisory assistance to branch employees through teller overrides, customer assistance, cash controls, coordinating workflows, and security
- Provided initial and sustained training to staff on operational policies, procedures, banking regulations, bank systems, products/services, and customer experience management
- Coordinated workflow and staff schedules based on transaction volume requirements
- Assisted customers resolve problems and manage customer experience through one-touch resolution
- Ensured all branch cash drawers are balanced daily within guidelines
- Promoted cross sales of products and services
- Originated and close consumer loans
- Controlled currency and coin in a responsible manner within security guidelines and drawer limits
- Made sales call to existing and prospective customers
Education
General Diploma -
Franklin D. Roosevelt
Brooklyn, New York06.1997
Skills
- Staff development
- Team management
- Sales leadership
- Expert in risk management
- Financial services
- Branch operations management
- Bilingual- Fluent in Spanish, written and spoken
Hobbies and Interests
- Photography
- Traveling
- Hiking
- Bowling
- Watching movies
Timeline
Assistant Branch Leader
Flagstar
08.2021 - Current
Compliance Manager
Sam's Club
04.2019 - 01.2021
Member Experience Manager
Sam’s Club #6682
03.2018 - 03.2019
Wholesale Trading Manager
Sam’s Club #6601
04.2017 - 02.2018
Manager-In-Training
Sam’s Club #6601
12.2016 - 04.2017
AVP, Branch Sales Manager
Northrim Bank
06.2011 - 07.2013
Assistant Branch Manager
Northrim Bank
02.2008 - 03.2016
General Diploma -
Franklin D. Roosevelt
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