Janet Guzman Aguilar
San Jose,CA
Summary
Extensive Experience in leading, managing and developing a diverse team of direct and indirect reports, creating a culture that fosters engagement and generates commitment and accountability to business outcomes. Able to lead a highly defined customer engagement process, coaching to specific behaviors that lead to an enhanced customer experience and drive growth in the business, while also leading accountability for operational excellence. This involves executing policies and procedures in alignment with applicable regulations, as well as audit and escalation procedures, and managing the allocation of people and financial resources for the branch.
Overview
14
14
years of professional experience
Work History
Branch Operations Manager /Senior Assistant Vice President
Wells Fargo Bank, N.A.
Campbell, CA
02.2019 - 03.2024
- Developed strong relationships with clients, resulting in increased loyalty and repeat business.
- Managed daily branch operations for optimal productivity and customer satisfaction.
- Supervised a team of employees, fostering a positive work environment and emphasizing professional growth.
- Trained employees on proper procedures and strategies to improve productivity.
- Collaborated with senior management to create strategic plans for future branch growth and expansion.
- Developed strategic plans for day-to-day financial operations.
- Coach, motivate, and develop a diverse team of direct reports to achieve full potential and meet established business objectives.
- Established internal audit procedures to validate and improve quality of work and minimize risk.
- Leverage interpretation of applicable regulations, policy and procedure requirements, and audit and escalation procedures.
Asst. Manager / Acting Manager
Wells Fargo Bank
04.2015 - 02.2019
- Assist with hiring, training, coaching, and developing highly engaged service team.
- Build a respectful and trusting relationship with customers and the team.
- Delegate tasks, motivate team, give recognition, promote accountability, create a positive and healthy environment
- Plan and run staff meetings, and one-on-one performance reviews.
- Manage customer concerns and transactions
- Establish team and individual team member goals.
- Ensure compliance with all audit regulations, sales, and service processes, policies and procedures.
- Access daily store performance reports
- Generate monthly schedules for each team member
- Meet sales score card as an individual and team
- Maintaining 80% or higher on WOW surveys
- Mentored junior staff members in their professional development by offering guidance/support in their assigned roles.
- Analyzed performance to understand strengths and opportunities, and execute a plan that empowers employees to achieve business objectives.
- Exercise independent judgement and critical thinking skills to manage time, prioritized, nd delegated tasks in a complex fast paced environment.
- Extensive experience in asking questions and identifying complex financial needs in order to provide relevant options to customers
Personal Banker
Wells Fargo Bank
03.2012 - 04.2015
- Introduce new products and services
- Generate leads/ close sales
- Individual score card with goals
- Maintain and balance drawer
- Cross-selling
- Focus on customer service as being are number one priority and help solve issues by creating solutions
- Generated new business by conducting thorough financial needs assessments and offering tailored products to clients.
- Exceeded individual performance metrics consistently while maintaining exceptional levels of client satisfaction ratings throughout tenure as Personal Banker.
- Support customer engagement by processing teller transactions, sharing digital solutions and asking appropriate questions to understand the client's needs.
Cash Operations Lead
Victoria's Secret
Santa Clara, CA
10.2009 - 03.2012
Education
01.2011
Administration of Justice
01.2009
Skills
- Strategic Planning
- Staff Supervision
- Compliance Reporting
- Employee Development
- Sales management
- Federal Regulations
- Compliance reviews
- Relationship building and management
- Regulatory Compliance
Accomplishments
- Improved employee satisfaction and reduced turnover to 0% for 2023.
- Repeatedly received recognition from superiors for excellence in service.
- Received the “Golden Spoke Award” and recognition for overall performance and exceptional customer experience for 4 consecutive quarter.
References
gladly furnished upon request
Timeline
Branch Operations Manager /Senior Assistant Vice President - Wells Fargo Bank, N.A.
02.2019 - 03.2024
Asst. Manager / Acting Manager - Wells Fargo Bank
04.2015 - 02.2019
Personal Banker - Wells Fargo Bank
03.2012 - 04.2015
Cash Operations Lead - Victoria's Secret
10.2009 - 03.2012
Evergreen Valley Community College - ,
San Jose State University - , Administration of Justice