Joyce Guillen Alvarez
Miami,FL
Summary
Accomplished Branch Manager at United Nations Federal Credit Union, adept in branch operations management and fostering customer relationships. Elevated customer satisfaction and streamlined operations, enhancing service quality. Skilled in coaching, with a keen attention to detail, I led teams to exceed performance goals through innovative strategies and effective mentoring.
Overview
23
23
years of professional experience
Work History
Branch Manager
United Nations Federal Credit Union
01.2017 - 05.2024
- Continuously monitored branch performance against key performance indicators, taking corrective actions as needed to ensure objectives were met or exceeded.
- Maintained friendly and professional customer interactions.
- Improved customer satisfaction ratings by enhancing service quality and resolving client issues promptly.
- Oversaw daily operations for streamlined efficiency, ensuring timely execution of tasks and optimal resource allocation.
- Evaluated employee performance regularly through appraisals and feedback sessions to facilitate continuous development of skills and knowledge base within the team.
- Collaborated with senior leadership on strategic planning initiatives to align branch objectives with corporate goals.
- Managed branch financials including budgeting, forecasting, and expense tracking for accurate reporting and decision-making support.
- Interviewed and hired talented individuals with top-level strengths, improving organizational talent, and skill set.
- Enhanced branch production rates by handling staff conflicts, evaluations, hiring, and termination processes and coaching employees on company protocol and payroll operations.
- Met deadlines by proactively managing individual and team tasks and streamlining processes.
- Developed a high-performing team through targeted recruitment, training, and performance management initiatives.
- Enhanced staff competency with regular training sessions, boosting productivity levels across the branch operations.
- Complied with regulatory guidelines and requirements.
- Optimized operational efficiency by adopting cutting-edge banking technologies, resulting in smoother transaction processes.
- Oversaw daily branch operations, ensuring compliance with regulatory standards and maintaining operational integrity.
- Pioneered adoption of mobile banking services, expanding customer access and convenience.
- Ensured exceptional customer service, resolving issues swiftly to maintain trust and satisfaction.
- Elevated staff morale and productivity by introducing system of rewards and recognition for outstanding performance.
- Negotiated with vendors to secure cost-effective solutions for branch operations, significantly lowering overhead costs.
- Conducted regular financial reviews and audits, identifying and resolving discrepancies promptly.
- Complied with established internal controls and policies.
- Checked payroll, vendor payments, commissions and other accounting disbursements for accuracy and compliance.
- Prepared cash flow projections, cost analysis and monthly, quarterly and annual reports.
- Established internal audit procedures to validate and improve accuracy of financial reporting.
- Performed banking, business administration and financial tasks to guarantee five-star service for clients.
- Established and checked coding procedures, monitored reports and updated internal files.
Teller Supervisor
United Nations Federal Credit Union
07.2001 - 01.2017
- Managed teller schedules, ensuring adequate staffing levels during peak business hours.
- Oversaw staff training initiatives, ensuring all tellers were knowledgeable about products, services, and operational procedures.
- Counted cash drawers and made bank deposits.
- Maintained strong knowledge of bank products, services, procedures and regulatory requirements to assist staff members with questions and difficult or complex tasks.
- Conducted regular performance evaluations for teller staff, identifying areas for improvement.
- Assisted in recruiting new tellers, conducting interviews and making hiring recommendations based on candidate qualifications.
- Examined tellers' reports of daily transactions for accuracy.
- Collaborated with management to establish branch goals, developing strategies to achieve them.
- Maintained compliance with all regulatory requirements, regularly reviewing policies and procedures.
- Streamlined teller operations for improved accuracy and efficiency in transaction processing.
- Completed highly accurate, high-volume money counts via both manual and machine-driven approaches.
- Increased team productivity with regular coaching and performance feedback sessions.
- Coordinated with other departments to address complex customer issues, resulting in timely resolution.
- Enhanced customer satisfaction by efficiently resolving issues and addressing inquiries.
- Reduced errors by implementing strict audit procedures and monitoring daily transactions.
- Researched and resolved customer issues on personal savings, checking, and line of credit accounts.
- Implemented new processes to streamline cash handling procedures, reducing risk of loss or theft.
- Fostered a positive work environment by promoting open communication and collaboration among team members.
- Ensured accurate record-keeping by diligently reviewing transaction reports and making necessary adjustments.
- Maintained up-to-date knowledge of banking products and services, empowering team to provide informed recommendations to customers.
- Oversaw daily branch operations, ensuring compliance with all banking regulations and policies.
- Enhanced teller accuracy by conducting regular training sessions on transaction processing and customer service standards.
- Coordinated with security services to update safety protocols, significantly reducing risk of security breaches.
- Monitored cash levels and managed orders for currency and coins to ensure branch could meet daily customer demands.
- Improved transaction processing speed with introduction of new financial software, enhancing customer experience.
- Facilitated cross-training programs, allowing staff to cover multiple roles during peak times and absences.
- Addressed and resolved escalated customer issues, turning potential negative experiences into positive ones.
- Reduced customer complaints by addressing issues promptly and implementing feedback into service improvements.
- Boosted team morale with regular performance feedback and recognition programs, leading to increased productivity.
- Conducted thorough audits of teller drawers and vaults, ensuring accuracy and adherence to compliance standards.
- Implemented new cash handling procedures to minimize discrepancies, ensuring audit compliance and financial integrity.
- Led by example, demonstrating exceptional customer service and problem-solving skills to guide team behavior.
- Trained new hires on customer service policies and procedures.
- Counted, verified and handled bank deposits and armored car transactions.
- Educated customers on online banking and mobile banking applications.
- Handled various accounting transactions.
- Maintained friendly and professional customer interactions.
- Monitored and verified suspicious activity on customer accounts.
- Arranged monies received in cash boxes and coin dispensers according to denomination.
Education
Associate Of Applied Arts - Travel And Tourism
Taylor Business Institute
Pittsburgh, PA07.1995
Skills
- Branch operations management
- Customer service
- Customer relationships
- Excellent time management skills
- Excellent work ethic
- Attention to detail
- Coaching and mentoring
Languages
Spanish
Native or Bilingual
Timeline
Branch Manager
United Nations Federal Credit Union
01.2017 - 05.2024
Teller Supervisor
United Nations Federal Credit Union
07.2001 - 01.2017
Associate Of Applied Arts - Travel And Tourism
Taylor Business Institute
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