Felicia Pontes
Pueblo West,CO
Overview
20
20
years of professional experience
Work History
Teller Supervisor
Frontier Bank
Pueblo, CO
01.2023 - Current
- A Teller Supervisor oversees and manages the daily operations of a team of tellers, ensuring efficient and accurate customer service while adhering to bank policies and procedures. They provide guidance, training, and support to tellers, handle complex transactions, and manage branch cash and inventory. Additionally, Teller Supervisors contribute to business development by promoting bank products and services and addressing customer issues.
- Key Responsibilities:
- Supervision and Training: Oversee the teller staff, providing guidance, training, and coaching to ensure excellent customer service and adherence to bank policies.
- Transaction Management: Manage daily teller transactions, including deposits, withdrawals, and payments, while ensuring accuracy and compliance with regulations.
- Cash and Inventory Management: Manage branch cash levels, balance vault cash, and maintain adequate supplies of negotiable instruments and forms.
- Customer Service: Handle complex customer issues, resolve discrepancies, and ensure customer satisfaction.
- Compliance and Security: Ensure that all teller transactions are performed in compliance with bank policies, procedures, security guidelines, and relevant regulations.
- Performance Management: Evaluate teller performance, provide feedback, and implement corrective actions when necessary.
- Business Development: Promote bank products and services, and refer customers to appropriate staff members.
- Required Skills and Qualifications:
- Leadership and Communication Skills: Ability to lead and motivate a team, communicate effectively with staff and customers, and resolve conflicts.
- Banking Knowledge: Thorough understanding of banking operations, regulations, and procedures.
- Customer Service Skills: Ability to provide excellent customer service, handle complaints, and resolve issues effectively.
- Cash Handling and Reconciliation: Experience in handling large amounts of cash, balancing drawers, and managing vault cash.
- Problem-Solving and Decision-Making: Ability to analyze situations, make sound decisions, and resolve complex problems.
MSR1
Ent Credit Union
Pueblo, CO
01.2021 - 12.2022
- Member Service Representative must provide accurate information regarding member inquiries while actively cross-selling and educating members on Credit Union products and services. Outstanding service must be delivered while remaining professional, responsive, and encouraging. In addition the MSR I is responsible for understanding and complying with credit union policies/procedures and industry regulations while seeking to protect the assets of members and the credit union.
- Qualifications:
- Member Service - the representative must accurately process member requests received through incoming calls. Representatives must provide individual member service at a high-standard professional level while updating the existing database with any changes requested by the member. Members must be verified using Ent's most current procedures to minimize fraudulent activity. The representative must possess the skill to identify and escalate priority issues to the proper area.
Customer Service Representative
Legacy Bank
Pueblo West, CO
08.2020 - 07.2021
- Working at Legacy Bank you must be organized and have an outgoing personality, team skills, attention to Detail, time management skills. Initiative and ambition. I currently have 15 plus years of customer Service, 15 plus years cash handling. Successfully multitask, daily use of reverse 10-key with accuracy. Use of Microsoft programs efficiently (Word, Excel, Outlook, etc.) Use and understand Various Computer Programs. Ship out and receive Loomis orders. Use of various office equipment.
Ophthalmic Technician
Rocky Mountain Eye Center, Inc
Pueblo, CO
08.2019 - 07.2020
- Ophthalmic medical personnel do tasks that the eye doctor can delegate to others. Mostly, they are information gatherers and facilitators. They do measurements and tests that provide the doctor with the information needed to arrive at a diagnosis and to prescribe treatment. They also assist with documentation and patient services. Some ophthalmic medical personnel assist with surgical procedures.
- Here is a list of common tasks performed by ophthalmic medical personnel:
- History taking
- Visual acuity measurement
- Refractometry (measurements for the glasses prescription)
- Tonometry (measure eye pressure)
- Measure pupil size and reactivity
- Test and measure eye muscle function
- Visual field testing
- Corneal thickness measurement
- Corneal curvature measurement
- Corneal topography
- Retinal nerve fiber layer measurement
- Retinal thickness and topography
- Fluorescein angiography
- A and B-scan ultrasonography
- Assist with contact lens fitting, and patient instruction
- Prepare for and assist with in-office procedures
- Surgical assisting
Customer Service Associate
TBK Bank, SSB
Pueblo, CO
12.2018 - 07.2019
- Teller transactions, open new accounts such as business, personal order new debit cards. Prepare monetary instruments, such as money orders and checks. Oversee the flow of cash and financial instruments. Send and Receive wire transfers. Network within communities to find and attract new business. Establish and maintain relationships with individual and business customers, and provide assistance with problems these customers may encounter.
Receptionist
T's Automotive
Pueblo, CO
07.2016 - 12.2018
- Greet and welcome guests as soon as they arrive at the shop. Screen and forward incoming phone calls, ensure reception area is tidy and presentable, with all necessary stationery and material. Provide basic and accurate information in-person and via phone/email. Receive, sort and distribute daily mail/deliveries. Order front office supplies and keep inventory of stock/update calendars and schedule meetings. Arrange and prepare records of office expenses and costs. Perform other clerical receptionist duties such as filing, photocopying, transcribing and faxing.
Teller Service Manager
Vectra Bank Colorado
Pueblo, CO
03.2015 - 06.2016
- Responsibilities: Teller supervisors are responsible for the supervision of teller staff and all branch functions associated with processing customer transactions and providing routine bank services. The position requires strong leadership, organizational, and communication skills in order to motivate staff, effectively organize and delegate duties among staff also should focus on customers and not on internal conversations, phone calls, or other distractions in the presence of a customer, including drive-up customers.
- Ensure staff members have a good working knowledge of bank products and services, listen attentively to customers, provide accurate information, and regularly identify opportunities to help customers with additional products and services, including referrals to other areas of the bank.
- Provide strong support for any sales and service initiatives undertaken by the bank and regularly discuss customer service goals and concerns with staff.
- Operations: Maintain up-to-date checklists of all branch functions, assign specific duties and responsibilities to staff members, and ensure tasks are accurately and efficiently completed, following procedures established by the Senior Branch Operations Specialist. Rotate duties to ensure all staff members are able to perform all tasks. Schedule staff in the most efficient manner, insuring adequate coverage based on customer traffic while not overstaffing.
- Ensure that staff members are familiar with all manuals and reference materials, forms and procedures are up-to-date, and stations are neat and appropriately stocked before opening for business.
- Maintain a strong knowledge of bank products, services, procedures, and regulatory requirements in order to assist staff members with questions and difficult or complex.
- Accomplishments: Provide overall supervision for teller staff and branch operations insuring success in the following areas of responsibility: Sales & Service. Ensure staff is well trained and a friendly, professional branch environment is maintained. Customers and visitors should be acknowledged with a smile and staff members call regular customers by name. Good manners should be observed when speaking on the telephone or communicating with customers at the drive-up window.
- Skills Used: Knowledge of all basic and specialized teller functions. Knowledge of regulatory requirements for financial transactions. Knowledge of supervisory practices and principles. Knowledge of office methods, procedures, and practices including the use of standard office and teller equipment Skill in performing typical financial transactions and teller functions accurately. Ability to effectively communicate with Tellers, Customers, and Management.
Customer Service Associate
Lowe's HIW
Pueblo, CO
11.2012 - 03.2015
- Ability to operate, demonstrate and explain merchandise in assigned area. Ability to apply basic mathematical concepts such as adding, subtracting, multiplying, dividing and knowledge of weights and measures. Understand and respond appropriately to basic customer and employee inquiries. Ability to operate store equipment in assigned area (including but not limited to LRT, telephone, paging system, copiers, fax machines, computers). Ability to interpret price tag and UPC information, cash handling and great customer service a must. Physical ability that may require prolonged standing, sitting, and other activities necessary to perform job duties.
Sales Associate
Thing's Remembered
01.2012 - 11.2012
- As sales associate you represent Things Remembered to our customer. This position has primary responsibility for customer satisfaction, generating sales, engraving, housekeeping, merchandising, POS operations and loss prevention, in adherence with all company/store standards.
Assistant Branch Manager
Academy Bank
Pueblo, CO
11.2005 - 12.2008
- Examine, evaluate, and process loan applications. Recruit staff members and oversee training programs. Approve, reject, or coordinate the approval or rejection of lines of credit and personal loans. Prepare Monetary instruments, such as money orders and checks. Oversee the flow of cash and financial instruments. Send and Receive Western Unions, as well as wire transfers. Network within communities to find and attract new business. Establish and maintain relationships with individual and business customers, and provide assistance with problems these customers may encounter.
Timeline
Teller Supervisor
Frontier Bank
01.2023 - Current
MSR1
Ent Credit Union
01.2021 - 12.2022
Customer Service Representative
Legacy Bank
08.2020 - 07.2021
Ophthalmic Technician
Rocky Mountain Eye Center, Inc
08.2019 - 07.2020
Customer Service Associate
TBK Bank, SSB
12.2018 - 07.2019
Receptionist
T's Automotive
07.2016 - 12.2018
Teller Service Manager
Vectra Bank Colorado
03.2015 - 06.2016
Customer Service Associate
Lowe's HIW
11.2012 - 03.2015
Sales Associate
Thing's Remembered
01.2012 - 11.2012
Assistant Branch Manager
Academy Bank
11.2005 - 12.2008