Summary
Overview
Work History
Education
Skills
Timeline
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Madeline Rivera

North Bergen,NJ

Summary

Experienced and personable bank teller skilled in assisting customers, processing transactions, and managing administrative duties. Recognized for maintaining a high level of accountability and accuracy. Proficient in financial and security regulations impacting bank operations. Results-driven customer service professional with 4+ years of experience. Proven track record of building strong customer relationships, resolving issues efficiently, and exceeding performance targets. Collaborative team player skilled in enhancing customer satisfaction through effective communication.

Overview

5
5
years of professional experience

Work History

Lead Teller

KeyBank
Middletown, NY
01.2024 - Current
  • Embodies a strong client experience culture, being present with every client and teammate and realizing the impact we can have on their day, personally, professionally, and financially.
  • Assumes responsibility for the efficient, effective, and accurate performance of teller functions while coaching other tellers to do so as well.
  • Act as a resource to identify and resolve more complex client servicing issues.
  • Listen for clues for financial wellness opportunities during client conversations, and then appropriately transition the clients to a Banker.
  • Assist clients in achieving their financial goals and objectives through the use of financial wellness tools.
  • Follows compliance, audit, and security procedures, balances cash drawer within balancing guidelines.
  • Manage day-to-day duties for the branch teller line, including scheduling of tellers, observing, and providing coaching to tellers to enhance effectiveness, and overseeing branch operational standards. Provide direction and guidance for branch staff on operational/regulatory procedures.
  • Review and maintain knowledge of product guides, fees, and policies to stay current on offerings.
  • Support the Branch Manager in onboarding and training of new Tellers to the team.
  • Complies with all KeyBank policies and procedures, including, without limitation, acting professionally at all times, conducting business ethically, avoiding conflicts of interest, and acting in the best interests of Key's clients and Key.
  • Monitored daily cash levels in the vault and reconciled discrepancies.
  • Performed daily balancing of the cash drawer as well as other assigned duties such as ATM monitoring or check cashing.
  • Reviewed customer account information to verify accuracy and resolve any outstanding issues.
  • Processed customer transactions including deposits, withdrawals, transfers, loan payments.
  • Identified potential fraud risks or suspicious activities within the branch's financial accounts.

Shift Supervisor

Starbucks
08.2021 - 12.2023
  • Supervise a team of 18 baristas, providing direction and support during shifts
  • Conduct pre-shift briefings, delegate tasks, and ensure adherence to company policies and standards
  • Train new team members on Starbucks' processes, policies, and customer service expectations
  • Conduct ongoing coaching to develop baristas' skills and enhance overall team performance
  • Manage daily operations, including opening and closing procedures, cash handling, and inventory management
  • Implement efficient workflows to optimize productivity and ensure a smooth customer experience
  • Manage inventory levels, orders, and deliveries to prevent shortages and minimize waste
  • Conduct regular audits to track inventory accuracy
  • Managed cash transactions accurately and efficiently
  • Balanced cash register at the end of each shift, ensuring accuracy
  • Maintain a customer-centric focus by ensuring prompt and friendly service
  • Resolve customer issues and inquiries with professionalism and efficiency

Chick-fil A Restaurants
11.2020 - 08.2021
  • Led a team of 16 members, providing guidance and support to achieve daily operational goals
  • Conducted regular team meetings to communicate expectations, updates, and recognize outstanding performance
  • Ensured exceptional customer service by training and motivating team members to uphold Chick-fil A's service standards
  • Addressed customer inquiries and concerns with professionalism and efficiency
  • Oversaw daily operations, optimizing efficiency in order fulfillment, order accuracy, and overall restaurant workflow
  • Implemented process improvements resulting in reduced wait times, increased order accuracy, and efficiency in expediting orders
  • Conducted on-the-job training for new team members, ensuring a smooth and effective onboarding process
  • Developed training materials and updated training programs to align with company policies and procedures
  • Conducted performance evaluations for team members, providing constructive feedback and identifying areas for improvement
  • Recognized and rewarded outstanding performance through incentive programs

Chipotle Mexican Grill
05.2019 - 11.2020
  • Greeted and assisted customers in a friendly and timely manner
  • Addressed customer inquiries and concerns, ensuring a positive dining experience
  • Prepared and assembled food items according to Chipotle's standards
  • Maintained cleanliness and hygiene in food handling and preparation areas
  • Worked collaboratively with team members to ensure smooth operations during peaks
  • Assisted in training new crew members on company procedures and protocols
  • Uphold high standards of cleanliness and sanitation in the dining and kitchen areas
  • Participated in regular cleaning tasks to ensure a safe and hygienic environment

Education

AFA Candidate - Architecture Design

Sussex County Community College
12-2025

Diploma -

Elmwood Park Memorial High School

Skills

  • Adaptability
  • Detail-oriented
  • Cash handling
  • Communication
  • Interpersonal skills
  • Customer service
  • Databases
  • Employee Evaluation
  • Quality Control
  • Inventory Fulfillment and Management
  • Leadership
  • Team management
  • Training and Development
  • Operational Efficiency
  • Sales
  • Branch ATM Operation
  • Emotional Intelligence

Timeline

Lead Teller

KeyBank
01.2024 - Current

Shift Supervisor

Starbucks
08.2021 - 12.2023

Chick-fil A Restaurants
11.2020 - 08.2021

Chipotle Mexican Grill
05.2019 - 11.2020

AFA Candidate - Architecture Design

Sussex County Community College

Diploma -

Elmwood Park Memorial High School

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Madeline Rivera