Summary
Overview
Work History
Education
Skills
Certification
Accomplishments
Languages
References
Timeline
Generic

Katy Rodriguez

Miami,FL

Summary

Enthusiastic individual with superior skills and experience in working in both team-based and independent capacities. Bringing strong work ethic and excellent organizational skills to any setting. Excited to begin new challenge with successful team.

Overview

21
21
years of professional experience
1
1
Certification

Work History

Small Business Owner

Touch Me Med Spa
Miami, Florida
09.2021 - 07.2024
  • Developed business plans and strategies to grow small business.
  • Created budgets and monitored expenses to stay within budget limits.
  • Negotiated contracts with vendors, suppliers, and customers.
  • Analyzed market trends to inform product offerings and pricing decisions.
  • Managed staff recruitment, hiring, training, and development.
  • Designed customer loyalty programs to increase sales revenue.
  • Cultivated relationships with key stakeholders in the industry.
  • Implemented efficient processes for ordering inventory and tracking deliveries.
  • Collaborated with marketing team to design promotional campaigns across multiple channels.
  • Oversaw daily operations of small business including customer service and financial management.
  • Organized events such as conferences, seminars, trade shows. for networking opportunities.
  • Established partnerships with other businesses in related industries for mutual benefit.
  • Reviewed company performance metrics on a regular basis to identify areas of improvement or growth potentials.
  • Created detailed reports outlining financial statements and projections for investors and shareholders meetings.
  • Ensured compliance with applicable laws and regulations while running the business.
  • Advised employees on best practices regarding safety protocols and procedures.
  • Resolved conflicts between staff members and customers when necessary.
  • Monitored customer feedback and implemented changes based on their suggestions.
  • Participated in local community activities to promote the brand's visibility and reputation.
  • Identified new technologies that could be used to improve efficiency and productivity.
  • Provided support services such as technical assistance or troubleshooting issues for clients.
  • Photographed products for sale and posted pictures online to increase visibility and showcase current product availability.
  • Researched similar businesses to determine competitive advantages.
  • Set pricing structures according to market analytics and emerging trends.
  • Supervised company social media and marketing efforts to expand brand awareness and attract new customers.
  • Developed marketing campaigns to deliver messages to right audience.
  • Met with service vendors or product suppliers to facilitate delivery.
  • Designed detailed business plans to outline finances, goals and operations of company.
  • Reviewed sales reports and adjusted sales activities or expenses to better meet budgets.
  • Monitored financial objectives and prepared budgets according to projections.
  • Trained, coached and mentored employees to facilitate safety and consistent quality of work.
  • Studied business laws to comply with legal and administrative requirements.
  • Prepared weekly schedules to verify proper floor coverage within fiscal guidelines.
  • Obtained financing to fund expenses for retail space, office equipment and hiring employees.
  • Invested in technology and systems to support business growth and improve operational capabilities.
  • Ensured compliance with local, state, and federal regulations affecting business operations.
  • Led marketing efforts to enhance brand visibility and customer engagement through various channels.
  • Conducted market research to identify trends, opportunities, and competitive threats.
  • Established and maintained relationships with suppliers, clients, and other business partners.
  • Developed and maintained an online presence through website management and social media.
  • Implemented customer service protocols to enhance satisfaction and loyalty.
  • Managed daily operations, including inventory control, vendor negotiations, and product pricing.
  • Maintained accurate and complete records of all business transactions and interactions.
  • Oversaw financial activities, including budgeting, forecasting, and accounting to ensure fiscal health.
  • Streamlined operational processes to increase efficiency and reduce costs.
  • Recruited, trained, and supervised staff, fostering a productive and positive work environment.
  • Analyzed sales data and adjusted strategies to maximize revenue.
  • Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
  • Formed and sustained strategic relationships with clients.
  • Used strong issue resolution and communication skills to cultivate and strengthen lasting client relationships.
  • Delegated work to staff, setting priorities and goals.
  • Prepared staff work schedules and assigned team members to specific duties.
  • Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
  • Completed thorough opening, closing, and shift change functions to maintain operational standards each day.

Personal Banker 2

Wells Fargo
Miami, FL
03.2019 - 09.2021
  • Consistently exceeded expectations in all key performance indicators, quarterly performance sales, and behavior assessments since the beginning of employment.
  • Responsible for coordinating overall collective operational excellence of the branch and providing 360 degrees coaching for fellow associates in order to achieve desirable internal audit requirements.
  • Achieved 174% of quarterly goal and consequently being awarded among top sellers in the regional market by the regional manager himself.
  • Coordinated with partners in different departments, providing a great mix of customer referrals and receiving ecard company recognition around 26 times in a 3-month period.
  • Understand, know, and follow all Policy, Procedure, and Sales & Service Quality Manual expectations, including but not limited to: consent, authentication, signature capture, outreach activities, documenting customer conversations, presenting options, providing disclosures, funding, and reviewing fees, and how to avoid them.
  • Captured customer complaints.
  • Leverage fee decision tool and process in fee reversal conversations.
  • Identify and report risks, such as operational risks of team members not following procedures, and customer fraud or potential fraud identified.
  • Support resolution of risk issues as needed, such as Deposit Technical Exceptions, Customer Identification Program (CIP), Customer Due Diligence (CDD), and Personal Line and Loan errors.
  • Complete and integrate learning from classroom, branch, and online training within the required timeline.
  • Responsible and accountable for managing compliance risk, including effective risk management, compliance with applicable laws, rules, regulations, ethical principles, and providing customers with accurate product and service information.
  • Follow Branch Operating Standards, including but not limited to: keeping customer information confidential, dual control, sound business judgment when approving transactions, and adherence to regulatory compliance requirements.
  • Help customers succeed financially by delivering the Banker Customer Experience, including but not limited to: connecting with customers, asking questions to understand their financial needs, leveraging CRV, presenting product and service options that meet those needs, and committing to follow-up and next steps in the relationship.
  • Learn customers' holistic financial needs with a balanced approach across deposit, credit, and investments.
  • Knowledge of products and services and leveraging tools, resources, and wellsfargo.com to ensure accurate and up-to-date information is used to educate customers on their options.
  • Educate all customers on digital options and mobile features, leverage Mobile Fast Start to assist them in setting up services, and share available capabilities.
  • Deepen relationships by introducing customers to other branch team members and partners, and follow up with customers introduced to partners.
  • Engage customers in branch and through outreach, agreed-upon follow-up, and using CRV to establish appointments and grow relationships.
  • Adopted, implemented, and executed new processes and key business initiatives.
  • Acted with integrity and always do the right thing for the customer.
  • Listen to all customers, anticipate their unique needs, and work in partnership to achieve their goals in results, building trust and long-term relationships.
  • Obtained National Mortgage Licensing System and Registry (NMLS) registration under the SAFE Act of 2008.
  • Maintained Financial Industry Regulatory Authority (FINRA) registration and state insurance license(s) for ongoing employment in this position.
  • Recognizable team player encouraged well-being and celebrate success by leveraging each other's contributions and talents, helping develop myself and others, along with making people feel included, valued, supported, and heard.
  • Encouraged diversity of people and thought by inspiring, engaging, influencing, and leading by example.
  • Provided customer service to clients, including answering questions and resolving issues.
  • Conducted account openings and closings for clients.
  • Greeted customers upon entering the bank and directed them to appropriate personnel or services.

Senior Personal Banker

Bank of America
Miami, FL
09.2003 - 05.2016
  • Ensured customers needs are met by partnering with specialists and business partners to understand what they offer to customers and generate most effective way business referrals (examples: customers banking, small business, mortgage and investment needs)
  • Executed sales and service tactics, activities and processes, as appropriate
  • Leveraged available resources and technologies to optimize the customer experience and serve our customers with operational excellence and accuracy
  • Proactively managed risk in every business, product and service transaction leveraging available tools
  • Received Several customers recognition feedback on outstanding service leading to be recognize in a newspaper
  • Responded to incoming calls, emails, and in-person visits and provide customer with relevant financial product information
  • Prepared paperwork for new accounts and financial transactions
  • Educated customers on options for financial products and potential best fit based on credit, repayment, and long and short-term financial needs
  • Met and exceeding consumer and small business client goals
  • Opened deposit accounts cross selling financial products with the utmost of accuracy and highest ethical standards (examples: checking, saving, credit cards, CDs, IRAs, loans)
  • Engaged in outbound calling to preselected Bank of America customers inviting them into the banking center by appointments
  • Identified opportunities to introduce customers to specialists and business partners
  • Build solid relationships with teammates, business partners and specialists by fostering teamwork, partnership and collaboration
  • Proven results exceeding goals in a customer-centric, results-driven environment
  • Demonstrated ability to influence and collaborate with others outside of reporting authority to achieve shared goals
  • Manifested customer service skills and the ability to resolve problems independently or escalate as needed to promote customer satisfaction
  • Strong financial and business acumen including experience interpreting reports to drive performance
  • Demonstrated record of balancing risk and making sound decisions while achieving business goals
  • Conveyed sincere interest in building/deepening relationships, and demonstrate a commitment to providing personalized service
  • Leveraged customer service and consultative sales techniques to exceed sales benchmarks, resulting in 200% increase over expected sales targets

Education

BBA - Small Business Administration

Miami Dade College
Miami, FL
06-2003

Skills

  • Customer Relationship Management
  • Critical Thinking
  • Problem Solving
  • Task Prioritization
  • Delegation
  • Execution in Fast-Paced Environment
  • Interpersonal Skills
  • Customer Service
  • Team Building Commitment
  • Business management and development
  • Planning and execution
  • Business operations leadership
  • Staffing
  • Budget Management
  • Staff hiring
  • Business Development
  • Reporting and documentation
  • Employee Performance Management
  • Business marketing
  • Operations Management
  • Financial Planning
  • Entrepreneurial leadership
  • Technology sales
  • Financial Administration
  • Opportunity Identification
  • Small business operations
  • Financial Management

Certification

  • Salesforce
  • Medallion custodian
  • NMLS registered
  • FINRA
  • Dale Carnegie
  • Notary

Accomplishments

  • Team building weekly event created to bring all the personal bankers together to share and exchange knowledge and ways to improve team.
  • Exceeded Sales Targets: Achieved 200+ above sales goals for quarterly goal by leveraging customer relationships and tailored product recommendations.
  • Top Performer Recognition: Recognized as a top performer in the region for exceeding in sales goals, consistently ranking in the top 5% of your peers.
  • Customer Satisfaction Scores: Maintained a customer satisfaction rating of 100% through effective problem-solving and personalized service.
  • Client Retention: Improved client retention rates by 150% through proactive engagement and relationship-building strategies.
  • Regulatory Compliance: Successfully passed BCCR audit, ensuring adherence to all relevant regulations and internal policies.
  • Risk Mitigation: Identified and reported potential compliance risks, contributing to a 10% reduction in operational discrepancies.
  • Operational Efficiency: Implemented a new process that reduced transaction times by 100% and enhanced customer experience.
  • Training and Development: Developed and conducted training programs for new employees, improving onboarding efficiency and reducing training time by 100%.
  • Cross-Department Collaboration: Fostered partnerships with Small Business, Mortgage Loan Officers, and Investments to enhance service delivery and increase referral business by Exceeding.
  • Team Leadership: Led a team initiative that resulted in a [specific percentage] improvement in overall team performance and engagement scores.
  • Community Outreach Programs: Organized and participated in community financial literacy programs, positively impacting 180 individuals and increasing the bank's community presence.
  • Professional Certifications: Earned certificatons that enhanced your ability to provide exceptional service and advice.
  • Awards and Honors: Received "Employee of the Month" for outstanding contributions to customer service and team success.
  • Account Growth: Increased the number of new accounts opened by 180% within a designated timeframe.
  • Digital Adoption: Successfully promoted digital banking services, leading to a 250% increase in online banking enrollment.

Languages

English
Full Professional
Spanish
Native/ Bilingual

References

References available upon request.

Timeline

Small Business Owner

Touch Me Med Spa
09.2021 - 07.2024

Personal Banker 2

Wells Fargo
03.2019 - 09.2021

Senior Personal Banker

Bank of America
09.2003 - 05.2016

BBA - Small Business Administration

Miami Dade College

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Katy Rodriguez