A dependable, detail-oriented professional adept at quickly identifying and resolving operational issues, implementing new processes, and providing exemplary customer service. Possesses excellent organizational and communication skills. Hardworking, passionate, and reliable. Collaborative leader that fosters an environment of growth and empowerment. Able to remain focused and poised while managing high-volume workloads.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Lead Associate of Operations, Associate Banker
Chase Bank
07.2021 - Current
Evaluating client needs and feedback to provide tailored advice, in addition to introducing customers to partners to help meet financial needs.
Utilizing partners and referrals to increase D&I balances by 6% YTD.
Helping team achieve FTI growth of ~150% from year prior.
Working to increase overall customer satisfaction ratings YTD by ~10% between Q4 (2023) and Q1 (2024).
Mentoring and training new associate bankers on banking procedures and customer service standards.
Managing time efficiently in order to meet deadlines.
Managing and motivating employees to be productive and engaged in work.
Maintaining high level of professionalism with clients in order to ask them difficult questions during escalated situations.
Managing escalated client interactions by applying conflict resolutions skills and extensive knowledge of bank policies, products, and services.
Server
Condado
07.2018 - 10.2023
Serving food and beverages promptly.
Increased overall satisfaction by receiving over one hundred 4 and 5 star reviews.
Working with POS to place orders and manage bills.
Cultivating warm relationships by setting positive tone.
Explaining menu items and suggesting appropriate options for food allergy concerns.
Upselling high-profit items such as appetizers and mixed drinks to enhance sales numbers.
PACT Social Work Intern
Veteran Affairs Outpatient Medical Center
09.2020 - 04.2021
Interviewed clients to assess needs to determine most suitable resources and services.
Offered community resource guidance to clients to meet family needs for assistance.
Documented services provided meticulously by keeping accurate records of activities, interactions and conversations.
Consulted with other professionals to gain insight and advice and build strong network within organization.
Responded to crises and emergency situations to provide immediate assistance to persons in need.
Collaborated with other professionals to plan and coordinate care for clients.
Participated in home visits alongside Adult Protective Services to assess needs and develop treatment plans.
Assisted clients in developing and setting realistic goals to promote positive change.
Education
Bachelor of Science - Social Work
The Ohio State University
Columbus
05.2021
Skills
Customer Experience
Verbal and Written Communication
Customer Referrals
Client Rapport-Building
Attention to Detail
Team Leadership
Time Management
Analytical Thinking
Adaptability
Accomplishments
Achieved multiple passing scores during branch audits in 04/2023 and 01/2024.
Collaborated with team to finish out 2023 in peer level 3.
Appointed gold box champion, leading team to successfully increase referrals.
Multiple promotions after less than 1 year of service with employers.
Assisted with supervising a team of 12 staff members.