Summary
Overview
Work History
Education
Skills
Affiliations
Accomplishments
References
Timeline
Generic

Joshua Ornelas

Mokena,Illinois

Summary

Talented Branch Manager successful in managing highly effective teams with focus on account service and retention. Detail-oriented financial professional with 5 years of industry experience. Persuasive communicator with proactive approach to resolving account and customer service issues.

Overview

13
13
years of professional experience

Work History

Branch Manager

Woodforest Bank
Lockport, IL
10.2022 - Current
  • Directed daily operations of the branch, including customer service, human resources, sales and marketing activities.
  • Developed strategies to increase customer satisfaction and loyalty.
  • Managed staff scheduling, hiring and training processes.
  • Conducted regular performance reviews for all employees in the branch.
  • Monitored financial performance of the branch on a monthly basis.
  • Facilitated weekly meetings with staff members to discuss progress on current initiatives.
  • Performed regular audits of financial records in order to ensure accuracy.
  • Assigned duties to employees and examined work for accuracy, neatness and timeliness.
  • Planned work schedules to maintain adequate staffing levels.
  • Disciplined employees to encourage compliance with company policies and procedures.

Assistant Branch Manager

Woodforest Bank
Joliet, IL
03.2021 - 10.2022
  • Resolved customer issues effectively in order to maintain strong customer relationships.
  • Provided leadership and direction to staff members in order to ensure efficient operations of the branch.
  • Maintained a positive relationship with customers by responding promptly to inquiries or complaints.
  • Monitored daily operations and supported Branch Manager in necessary duties.
  • Provided training to new employees on company policies and procedures.
  • Ensured compliance with internal policies and procedures as well as external regulations.

Retail Banker

Woodforest Bank
Joliet, IL
06.2019 - 03.2021
  • Explained bank products and services offered in detail so that customers can make informed decisions.
  • Assisted customers with account inquiries, deposits, withdrawals, transfers, loan applications, and other transactions as needed.
  • Attended regular staff meetings in order to stay abreast of changes in banking regulations.
  • Resolved customer complaints quickly and efficiently while maintaining a professional attitude.
  • Maintained up-to-date knowledge of bank policies and procedures in order to effectively respond to customer questions.

Customer Service Representative

Walgreens
Frankfort, IL
05.2014 - 06.2019
  • Developed strong customer relationships to encourage repeat business.
  • Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
  • Mentored new employees on procedures and policies to maximize team performance.
  • Engaged in conversation with customers to understand needs, resolve issues and answer product questions.

Hobby Specialist

Games Workshop
Orland Park, IL
10.2012 - 05.2014
  • Helped customers find specific products, answered questions, and offered product advice.
  • Greeted customers and provided exceptional customer service.
  • Answered incoming telephone calls to provide store, products and services information.
  • Worked with fellow sales team members to achieve group targets.
  • Assessed customer needs to provide assistance and information on product features.

Customer Service Representative

Best Buy
Tinley Park, IL
05.2011 - 10.2012
  • Answered customer inquiries and provided accurate information regarding products and services.
  • Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
  • Provided excellent customer service to resolve customer complaints in a timely manner.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.

Education

Bachelor of Arts - Mathematics

Governors State University
Park Forest, IL
03-2018

Associate of Arts - Mathematics

Joliet Junior College
Joliet, IL
03-2014

High School Diploma -

Lincoln Way East
Frankfort, IL
03-2011

Skills

  • Excels in Team Leadership
  • Financial Oversight
  • Branch Operations Management
  • Business Development Expertise
  • Coaching and Mentoring
  • Employee Development
  • Sales Professional
  • Customer Service
  • Relationship Building
  • Risk Mitigation
  • Interviewing and Hiring
  • Shift Scheduling
  • Business Development
  • Account Analysis Expertise
  • Dependable
  • Team Player
  • Marketing
  • Financial Analysis
  • Banking
  • Security and Safety Protocols

Affiliations

  • I volunteer at food banks
  • I enjoy engaging in art of any kind
  • I love spending time with friends and family

Accomplishments

  • Earned Branch of the month while with Woodforest 5 months in a row

References

References available upon request.

Timeline

Branch Manager

Woodforest Bank
10.2022 - Current

Assistant Branch Manager

Woodforest Bank
03.2021 - 10.2022

Retail Banker

Woodforest Bank
06.2019 - 03.2021

Customer Service Representative

Walgreens
05.2014 - 06.2019

Hobby Specialist

Games Workshop
10.2012 - 05.2014

Customer Service Representative

Best Buy
05.2011 - 10.2012

Bachelor of Arts - Mathematics

Governors State University

Associate of Arts - Mathematics

Joliet Junior College

High School Diploma -

Lincoln Way East

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Joshua Ornelas