Kimara Mancilla
National City,CA
Summary
I am a high-performing leader and operations manager with over 10 years of excellent customer service and has
comprehensive knowledge of retail operations. Over the years I have demonstrated to be trustworthy and reliable
employee possessing exceptional work ethic and desire to go above and beyond to exceed company expectations.
Overview
12
12
years of professional experience
Work History
Financial Services Representative
San Diego County Credit Union
San Diego, CA
06.2023 - Current
- Worked collaboratively with other departments to provide comprehensive solutions for members.
- Maintained friendly front-line coverage by greeting and assisting walk-in members, promoting good first impressions with clients.
- Built and maintained strong member relationships through exceptional service and communication.
- Interview members and potential members to determine their financial needs and aid in selecting appropriate products and services.
- Cross sell products and services to members by assisting or referring the member to an appropriate representative. Participate in the sales program, contests, telemarketing and meetings. Accurately track all referrals/sales. Meet established sales goals as assigned.
- Provide an exceptional service experience consistent with Credit Union standards; resolve member complaints quickly and accurately; respond to member inquiries on the phone and in person.
- Responsible for keeping abreast of current policies, procedures and new products; follow new procedures.
- Prepare documentation for new accounts, loans and/or card issuance, ensuring adherence to legal requirements and Credit Union policies and procedures.
- Ensure loan files are complete and accurate with appropriate and thorough comments, along with recommendations to aid in loan decision.
- Relay loan decision to member along with loan terms and conditions providing financial counsel and alternatives, as needed.
- Provide timely closing of loans through consistent follow-up of loan approvals.
- Ensure operational integrity through consistent and timely audits of loan and new account files and documentation. Maintain the integrity of the sales program by accurately recording and tracking all member encounters.
Receptionist
San Diego County Credit Union
Chula Vista, CA
08.2022 - Current
- Served members by greeting, welcoming and directing to appropriate personnel.
- Delivered support to team members by making copies, sending emails, organizing documents and rearranging schedules.
- Oversaw office inventory by restocking supplies and submitting purchase orders for needed supplies.
- Answered multi-line telephone with polite tone of voice to provide general information and answer inquiries.
- Scheduled and confirmed appointments, as well as maintained and updated appointment calendars.
- Monitored reception area to provide consistently safe, hazard-free environment for members.
- Maintained members accounts by obtaining and updating personal information.
- Investigated and analyzed members complaints to identify and resolve issues.
- Supported team by being a back up financial and member service representative.
- Informed members on products, services and financial planning options.
- Helped members understand and use mobile applications and online banking.
- Managed escalations with polite service, knowledgeable support and unsurpassed professionalism to satisfy needs.
- Met or exceeded sales goals by promoting products and services in members interactions on consistent basis.
- Received president award for year 2023.
District Manager
Stone Oven/Craft Pizza Co.
National City, CA
01.2013 - 01.2023
- Audited location sales performance and data trend to improve underperforming areas.
- Helped open 2 new stores with clear and proactive business leadership
- Supervised 3 restaurants and collaborated with owner to grow sales.
- Implemented new technologies such as point-of-sale systems
- Managed all personnel matters including recruitment, hiring, performance reviews, disciplinary actions.
- Maintained accurate records of employee attendance and payroll information for all 3 restaurants and 1 barbershop.
- Negotiated contracts with vendors for supplies, equipment, and services.
- Resolved customer complaints quickly and effectively while maintaining a high level of customer service satisfaction.
- Created monthly financial reports for individual restaurants and submitted them to accountant for review.
- Conducted regular inspections of facilities to ensure food safety compliance.
- Scheduled staff shifts and ensured adequate coverage during peak hours.
- Facilitated communication between staff members and owner.
- Optimized profits by controlling food, beverage and labor costs.
- Administered finances and led business operations by running payroll, making bank deposits and analyzing income and expenses to maintain cost-effective operations.
- Reconciled daily transactions, balanced cash registers and deposited restaurant's earnings at bank.
- Resolved problems or concerns to satisfaction of involved parties.
- Answered questions from employees regarding HR policies and procedures.
- Processed employee payroll using Square, Squire, Push Operations and Intuit Quickbooks.
Member Service Representative
San Diego County Credit Union
Chula Vista, CA
02.2021 - 08.2022
- Managed customer conflicts and challenging situations by staying calm and accessing internal knowledge bases to develop strategic solutions.
- Offered exceptional customer service to differentiate and promote company brand.
- Initiated and led conversations to identify and assess member needs.
- Uncovered opportunities by building report resulting in exceeding sales goals.
- Received perfect balancing certificate for various quarters.
- Was promoted to MSR ll within a year of working with the company.
- Opened new checking, savings and IRA accounts.
- Took on additional shifts during busy periods to minimize staffing shortages.
- Researched and resolved customer issues on personal savings, checking and lines of credit accounts.
Cashier
Johnny Rockets Restaurant
National City, CA
08.2012 - 12.2012
- Worked closely with front-end staff to assist customers.
- Maintained store clean and organize.
- Accepted cash and credit card payments, issued receipts and provided change.
Education
High School Diploma -
Sweetwater High School
National City, CA05.2012
Southwestern College
Chula Vista, CASkills
- Multitasking and Prioritization
- Creative Problem Solving
- Courteous with Strong Service Mindset
- Sales and Upselling
- Inventory Management
- Customer Service
Timeline
Financial Services Representative
San Diego County Credit Union
06.2023 - Current
Receptionist
San Diego County Credit Union
08.2022 - Current
Member Service Representative
San Diego County Credit Union
02.2021 - 08.2022
District Manager
Stone Oven/Craft Pizza Co.
01.2013 - 01.2023
Cashier
Johnny Rockets Restaurant
08.2012 - 12.2012
High School Diploma -
Sweetwater High School
Southwestern College
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