Marlene De Jesus
Winter Garden ,FL
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Lead MSR
FAIRWINDS
12.2021 - Current
- Team lead for teller line functions including scheduling, observing performance, and on the job training
- Use management skills to foster a coaching environment within the branch to ensure overall service, lending, membership, and services per household expectations are met
- Assist in strategic planning for the service center including Business Loan strategies
- Trained new hires on company policies and procedures, ensuring consistent quality of service delivery.
- Boosted revenue by upselling products and providing personalized recommendations based on client needs.
- Exceeded performance targets regularly by maintaining a high level of productivity and consistently delivering results.
- Acted as a liaison between clients, sales representatives, and other internal teams to ensure seamless collaboration efforts.
- Established rapport with customers through active listening skills, empathetic responses, and genuine interest in their needs.
- Fostered a positive work environment by encouraging open dialogue among team members regarding obstacles faced in daily operations.
- Directed and supervised team of 7 engaged in member service and career development.
Loan and Members Services II/Supervisor
Bethpage Federal Credit Union
10.2017 - 06.2021
- Highly motivated self-starter with a strong work ethic who consistently strives to work with the team to exceed sales and operational goals
- Resolve team escalations and by using resources to provide resolutions in a timely manner to not impact members
- Administer development plans, observations and on spot coaching's as necessary for development and growth
- Took initiative to implement bi-weekly virtual team engagements, planned virtual monthly meetings, coaching's, weekly check-ins, and work towards development with a team of 15 at the start of pandemic
- Encouraging each team member on self-awareness and recognizing their personal potential by recognition, through mid and year-end reviews and consistent development
- Created an LMS II Succession program to develop future leaders in soft and operational skills and successfully prepare them to fill LMS II roles
- Member of the Bethpage Federal Credit Union Advocacy group in support for pro-credit union legislation and regulatory issues
- Bethpage Brand Ambassador to influence engagement, build trust and morale, and positively raise awareness for the Bethpage Brand.
- Increased team productivity by implementing efficient workflows and setting clear expectations for staff members.
- Streamlined operations for increased efficiency through regular process reviews and implementing necessary changes.
Relationship Manager
Bank of America
09.2006 - 09.2017
- Resolve complex service issues or refer to appropriate associate to guarantee retention
- Strengthened client relationships by actively listening to their needs and providing tailored financial solutions.
- Collaborated with cross-functional teams for seamless management of high-profile accounts, resulting in improved customer satisfaction.
- Consistently exceeded quarterly sales goals by cultivating a strong network of professional contacts and referrals.
- Provided exceptional customer service, resolving issues promptly and maintaining client trust throughout the resolution process.
- Continuously updated personal knowledge of banking regulations and compliance requirements to minimize risk exposure for both clients and the organization.
- Negotiated favorable terms on behalf of clients during complex transactions, maximizing profitability while minimizing potential risks.
- Identified new business opportunities through diligent market research and analysis, contributing to increased revenue growth.
Water Treatment Specialist
US Army National Guard
11.2009 - 09.2015
- Study the physical and chemical analysis of water sources for purification
- Development of focused discipline and interpersonal skills
- Demonstrated leadership during challenging times by remaining calm during security checks and handling all situations with tenacity and dedication
- Improved water quality by implementing advanced treatment techniques and optimizing filtration processes.
- Reduced operational costs for the facility by conducting regular maintenance checks and addressing issues promptly.
Education
Associate in business management -
University of Phoenix
07.2015
Skills
- Decision Making
- Attention to Detail
- Customer Service Orientation
- Active Listening
- Problem Solving
- Time Management
- Performance Evaluation
- Team Leadership
- Training and Development
- Goal Setting
Languages
Spanish
Native or Bilingual
Certification
Notary, NMLS
references
References furnished upon request.
Timeline
Lead MSR
FAIRWINDS
12.2021 - Current
Loan and Members Services II/Supervisor
Bethpage Federal Credit Union
10.2017 - 06.2021
Water Treatment Specialist
US Army National Guard
11.2009 - 09.2015
Relationship Manager
Bank of America
09.2006 - 09.2017
Associate in business management -
University of Phoenix
Notary, NMLS
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