Irma Gomez
Mission,TX
Summary
Dynamic banking professional with extensive experience at PNC Bank, excelling in customer service and sales goal attainment. Proven ability to lead teams, train staff, and enhance operational efficiency. Bilingual in Spanish, with a strong focus on relationship building and regulatory compliance, consistently delivering exceptional service and resolving discrepancies effectively.
Overview
31
31
years of professional experience
1
1
Certification
Work History
Lead Teller
PNC Bank
Mission, TX
03.1995 - Current
- Promoted and sold banking products and financial services.
- Assisted customers by phone and in person by answering banking questions and recommending solutions.
- Performed transactional, operational and customer support tasks through knowledge of bank procedures and products.
- Delivered exceptional service to customers in person or over telephone.
- Issued and redeemed money orders, cashier checks, and savings bonds.
- Met or exceeded sales goals by promoting bank products and services in customer interactions.
- Researched and resolved customer issues on personal savings, checking and lines of credit accounts.
- Trained and mentored tellers on customer service best practices and banking policies.
- Managed customer transactions, ensuring accuracy and compliance with regulations.
- Coordinated the scheduling of teller staff to optimize branch coverage and efficiency.
- Implemented process improvements to enhance transaction speed and service quality.
- Conducted regular audits of cash drawers to ensure accountability and security.
- Promoted bank products and services to customers, enhancing their banking experience.
- Balanced bank's vault of daily cash for withdrawals and deposits.
- Identified potential fraud risks or suspicious activities within the branch's financial accounts.
- Provided ongoing coaching and feedback to tellers on their job performance.
- Developed strategies to increase sales opportunities among customers by cross-selling bank services or products.
- Increased knowledge of banking products and services by actively participating in available training classes and workshops offered to employees.
- Served large number of customers during high volume shifts and remained composed and professional in stressful situations.
- Tracked inventory levels of supplies necessary for daily operations.
- Processed customer transactions including deposits, withdrawals, transfers, loan payments.
- Kept teller window areas clean, organized, and fully stocked.
- Led weekly staff meetings to discuss goals, objectives, and performance metrics.
- Welcomed customers and offered pleasant service during entire transaction.
- Monitored daily cash levels in the vault and reconciled discrepancies.
- Managed a team of tellers and ensured proper training on all banking policies and procedures.
- Maintained cash drawer within prescribed cash limits and meet cash balancing requirements.
- Facilitated communication between teller line and bank management on operational issues.
- Supervised and trained team of tellers, enhancing productivity and customer service skills.
Education
Associate of Arts - Business Administration
TSTI
Harlingen06.1991
Skills
- Currency and Coin Counter
- Cash Dispenser Operation
- Excellent Communication Skills
- Strong Sense of Banking Ethics
- Exceptional Customer Service
- Bilingual in Spanish
- Cash Drawer Reconciliation
- Discrepancy Resolution
- Cashier's Checks
- Verbal and Written Communication
- Honest and Ethical
- Data Security and Validation
- Honest and Dependable
- Attention to Detail
- Relationship Building
- Signature Verification
- Transaction Error Identification
- Regulatory Compliance
- Data Entry
- Customer Service
- Problem-Solving
- Bank Deposits
- Currency Counting Machines
- Product and Service Sales
- Check Cashing
- Payment Processing
- Team leadership
- Staff training
- Problem solving
- Coaching and mentoring
- Sales goal attainment
Certification
- Top Performer in Sales and Operations.
Education and Training
other
Volunteer opportunities
The Beach Clean (Environmental)
Relay for Life (Cancer Organization)
Affiliations
Participate on our yearly Rally's and being recognized for my 30 year in service to PNC
Timeline
Lead Teller
PNC Bank
03.1995 - Current
Associate of Arts - Business Administration
TSTI
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