JOANNA HERNANDEZ
San Antonio,TX
Summary
Enterprising and highly detail-oriented individual with over 9 years of experience in the financial service industry. Successful in leading every facet of new and ongoing business operations. Strategic thinker and tactical decision-maker with passion for serving clients and exceeding expectations. Creative problem solver skilled at de-escalating situations and driving positive change. Keen to form strong, lasting business relationships between clients and institution.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Branch Manager
PNC Bank
01.2021 - 12.2023
- Ensured regulatory compliance through diligent adherence to industry standards, guidelines, and company policies.
- Developed a high-performing branch and team through targeted recruitment, training, and performance management initiatives
- Improved customer satisfaction ratings by enhancing service quality and resolving client issues promptly.
- Strengthened relationships with key clients, securing long-term partnerships and driving revenue growth.
- Collaborated with senior leadership on strategic planning initiatives to align branch objectives with corporate goals.
- Championed process improvement initiatives that resulted in increased efficiency, improved service quality, or cost savings for the organization as a whole.
- Managed all small business banking client accounts with up to $1MM in revenue, ensuring their financial needs were met and exceeded.
- Increased deposit growth by developing strong relationships with customers and promoting bank's products and services.
Financial Solutions Consultant
BBVA
08.2018 - 12.2020
- Created an exceptional customer experience by establishing and deepening client relationships while meeting their needs.
- Opening deposit accounts, processing loans, providing deposit and loan account servicing and initiating referrals to institution partners.
- Follow bank’s established sales and service process.
- Analyze customer needs so that appropriate recommendations can be made to new and existing customers.
- Achieve required levels of outbound phone calls using bank-generated customer and prospect lead lists to educate customers on emerging technology and assist with meeting their financial goals.
- Ensure safe and sound banking practices, including adherence to all applicable laws and regulations.
- Resolved customer issues quickly and efficiently to enhance overall customer satisfaction ratings.
- Developed and maintained long-term relationships with clients, fostering strong service bonds and encouraging return patronage.
- Scheduled appointments for further services.
- Knowledge of policies and procedures to ensure ability to provide qualified services to clients.
- Conducted troubleshooting and diagnostic procedures on customer devices.
- Ensured compliance with state and company policies for any retail lending and its processes.
Teller
Firstmark Credit Union
San Antonio, TX
07.2015 - 12.2017
- Improved customer satisfaction by providing efficient and accurate transaction processing.
- Enhanced branch security through vigilant monitoring of suspicious activities and timely reporting to supervisors.
- Streamlined teller operations by maintaining organized workspaces and adhering to policies and procedures.
- Assisted customers with account inquiries, resolving issues promptly and professionally.
- Increased cross-selling opportunities by identifying customer needs and recommending appropriate banking products or services.
- Maintained cash drawer accuracy by conducting regular audits and implementing effective cash handling practices.
Co-Manager
Agaci Store
San Antonio, TX
06.2013 - 10.2015
- Maximized sales by creating innovative visual merchandising displays and store layouts.
- Developed a successful employee retention plan, reducing staff turnover rates significantly.
- Managed daily operations to ensure smooth functioning of the store, maintaining a clean, safe environment for customers and employees.
- Conducted regular performance reviews for staff members, providing constructive feedback and opportunities for growth.
- Addressed customer complaints promptly and professionally, resolving issues to maintain positive relationships with clientele.
- Collaborated with other managers to develop company-wide initiatives aimed at improving overall performance across all locations.
Education
BBA - International Business Management
Texas A&M University - San Antonio
San Antonio, TX05.2020
Associates in Business Administration - Business Administration And Management
Palo Alto College
San Antonio, TX05.2017
High School Diploma -
Southwest High School
San Antonio, TX06.2013
Skills
- Financial Product Knowledge
- Sales strategy
- Relationship building and management
- Industry networking
- Decision making and Critical thinking
- Shift Scheduling
- Interviewing and Hiring
- Employee Development
- Branch Operations Management
- Strategic Planning
- Effective Communication
- Multitasking
Certification
Notary
Timeline
Branch Manager
PNC Bank
01.2021 - 12.2023
Financial Solutions Consultant
BBVA
08.2018 - 12.2020
Teller
Firstmark Credit Union
07.2015 - 12.2017
Co-Manager
Agaci Store
06.2013 - 10.2015
BBA - International Business Management
Texas A&M University - San Antonio
Associates in Business Administration - Business Administration And Management
Palo Alto College
High School Diploma -
Southwest High School
Languages
Spanish
Native or Bilingual