Lilly Lorenzo
Orlando,FL
Summary
Experienced Banking professional with a background in branch leadership, operations and relationship management. Demonstrated success in supporting branch performance, improving service quality, and ensuring compliance. Bringing collaborative leadership style, strong communication skills, and a commitment to operational excellence.
Overview
19
19
years of professional experience
1
1
Certification
Work History
Assistant Branch Manager
Addition Financial Credit Union
04.2022 - Current
- Train and develop new team members in alignment with branch service standards and objectives.
- Demonstrate knowledge of branch financial products, loans and lines of credit.
- Supervise team of 8 branch employees and make recommendations regarding performance evaluations.
- Respond to customer concerns, working with manager to significantly raise customer satisfaction ratings.
- Supervise and evaluate staff, enabling them to improve skills, achieve daily objectives and attain advancement.
- Conduct weekly staff meetings to motivate staff members, address concerns and questions, plan improvements, and evaluate progress toward goals.
Relationship Advisor
Addition Financial Credit Union
10.2018 - 04.2022
- Recommended products and services to members such as Mortgages, Business and Personal Loans, Credit cards and Investment Services.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Processed new mortgage, business loan applications, opened new accounts, sub-shares and credit cards.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Established rapport with new clients to increase satisfaction and loyalty.
- Developed and maintained courteous and effective working relationships.
- Maintained excellent attendance record, consistently arriving to work on time.
Assistant Branch Manager
Centennial Bank
03.2007 - 02.2018
- Administrated daily operations of full service branch.
- Complied with company policies, procedures and completed required BSA/AML trainings.
- Hired, coached, and led a strong support team of Tellers and Customer Service representatives by conducting regular meetings and roll played to ensure proper direction.
- Ensured all security procedures are strictly followed to maintain a safe and professional business environment.
- Networked around the local area to identify and capture new business opportunities.
- Consulted with customers to understand their desires and suggest the best products to meet their financial needs.
- Trained and developed new team members in alignment with branch service standards and objectives.
Education
Business Certification - Business Administration
Valencia College
Orlando, FL05.2013
Business Certificate - Business Administration
Taylor Business Institute
New York, NY01.2000
Skills
- Team Coaching, mentoring and performance development
- Onboarding and training new hires
- Leading by example on customer experience and sales behaviors
- scheduling, staffing and coverage management
- Audit preparation
- Operational efficiency
Certification
- CNP - Certified Notary Public
- NMLS Licensed in State Florida
Additional Language
Spanish
Full Professional
Timeline
Assistant Branch Manager
Addition Financial Credit Union
04.2022 - Current
Relationship Advisor
Addition Financial Credit Union
10.2018 - 04.2022
Assistant Branch Manager
Centennial Bank
03.2007 - 02.2018
Business Certificate - Business Administration
Taylor Business Institute
Business Certification - Business Administration
Valencia College