Lucia Rodriguez Pichardo
Elizabeth,NJ
Summary
Accomplished leader with a proven track record at Citibank, NA, and PLS Check Cashiers, adept in operations management and customer relationships. Excelled in enhancing service quality, achieving over-target sales growth, and fostering team development. Skilled in regulatory compliance and business development, consistently driving district and branch performance to new heights.
Professional with strong background in branch management. Skilled in enhancing operational efficiency, driving growth, and fostering team collaboration. Known for adaptability to changing needs and effective problem-solving. Motivated Bank Manager passionate about providing excellent customer service and exceeding expectations. Talented professional well-versed in service marketing and credit offerings. Inspires staff loyalty through strong leadership and communication skills.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Branch Manager
Citibank, NA
02.2022 - Current
- Continuously monitored branch performance against key performance indicators, taking corrective actions as needed to ensure objectives were met or exceeded.
- 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.
- Established and checked coding procedures, monitored reports and updated internal files.
- Implemented and regularly reviewed financial controls to generate accurate and reliable financial data.
- Performed banking, business administration and financial tasks to guarantee five-star service for clients.
- Established internal audit procedures to validate and improve accuracy of financial reporting.
- Ensured exceptional customer service, resolving issues swiftly to maintain trust and satisfaction.
- Implemented risk management strategies to minimize potential losses while maintaining a healthy balance between risk and return on investments.
- Led branch operations, ensuring compliance with regulatory standards and internal policies.
- Developed and executed strategic plans to enhance customer service and operational efficiency.
District Manager
PLS Check Cashiers
03.2007 - 06.2021
- Supervised various locations, enforcing high-quality standards of operation.
- Ensured compliance with company policies and procedures as well as federal/state regulations by conducting regular audits of operational practices at each location within the district.
- Boosted employee morale by creating a positive work environment that encouraged teamwork, collaboration, and professional growth opportunities.
- Oversaw successful store openings, coordinating logistics, staffing, training, and promotional efforts to ensure smooth transitions for new locations.
- Fostered an environment of open communication between management teams across the district to share best practices in operations optimization and problem-solving techniques.
- Achieved consistent revenue growth by identifying new business opportunities and expanding existing client base within the district.
- Developed and executed comprehensive training programs for store managers, resulting in improved employee performance and customer satisfaction.
- Evaluated store performance regularly using data analysis tools to identify areas of improvement and implement targeted action plans for continuous growth.
- Increased district sales by implementing effective marketing strategies and fostering strong relationships with key partners.
Branch Manager
PLS Check Cashiers
09.2011 - 09.2015
- Oversaw daily operations for streamlined efficiency, ensuring timely execution of tasks and optimal resource allocation.
- Improved customer satisfaction ratings by enhancing service quality and resolving client issues promptly.
- Implemented effective sales strategies to achieve branch targets and exceed expectations consistently.
- Evaluated employee performance regularly through appraisals and feedback sessions to facilitate continuous development of skills and knowledge base within the team.
- Increased branch profitability by implementing cost-saving measures and streamlining operational processes.
- Enhanced branch production rates by handling staff conflicts, evaluations, hiring, and termination processes and coaching employees on company protocol and payroll operations.
- Enhanced staff competency with regular training sessions, boosting productivity levels across the branch operations.
- Reduced employee turnover by fostering a positive work environment and offering competitive compensation packages.
- Reviewed historical records, current operational data and forecasting information to identify and capitalize on system enhancement opportunities.
Assistant Manager
PLS Financial Services
12.2009 - 09.2011
- Maintained a clean, safe, and organized store environment to enhance the customer experience.
- Developed strong working relationships with staff, fostering a positive work environment.
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
Education
Bookkeeping Training Program
Metropolitan Learning Institute
Brooklyn, NY01-2014
High School Diploma -
Don Juan Hernandez
Dominican Republic 06-2005
Skills
- Customer service
- Customer relationships
- Excellent time management skills
- Excellent work ethic
- Business development
- Leadership skills
- Goal setting and performance metrics
- Team development
- Multi-unit management
- Team leadership
- Sales reporting
- District growth management
- Analytical problem solver
- Branch operations management
- Verbal/written communication
- Staff development
- Goals and performance
- Sales management
- Interviewing and hiring
- Key performance indicators
- Cash handling expertise
Accomplishments
- Received the “Citibank Leaders in Excellence Awards & Recognition.” for exemplary performance and recognition for handling the largest account in the company.
- Implemented new quality assurance procedures to maximize customer satisfaction and loyalty.
- Repeatedly received recognition from superiors for excellence in service.
Certification
- Financial Risk Manager (FRM) - Global Association of Risk Professionals.
Languages
Spanish
Native or Bilingual
Timeline
Branch Manager
Citibank, NA
02.2022 - Current
Branch Manager
PLS Check Cashiers
09.2011 - 09.2015
Assistant Manager
PLS Financial Services
12.2009 - 09.2011
District Manager
PLS Check Cashiers
03.2007 - 06.2021
Bookkeeping Training Program
Metropolitan Learning Institute
High School Diploma -
Don Juan Hernandez
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