Martha Guerrero
Summary
Results-driven professional with over 25 years of experience in banking operations, retail management, team leadership, and customer service. Skilled in leading teams, streamlining operations, and managing high-volume workflows to enhance customer experiences. Committed to achieving operational goals while maintaining high standards of accuracy and service.
Overview
27
27
years of professional experience
Work History
Lockbox Operations Supervisor
City National Bank
01.2015 - 01.2024
- Supervised daily lockbox operations and processing of client remittances in a high-volume banking environment.
- Managed processing of incoming checks, outgoing check files, and returned checks, along with disbursement reporting, to maintain financial accuracy and compliance.
- Streamlined operational processes through accurate data entry, check preparation, and deposit processing, contributing to overall workflow efficiency.
- Oversaw incoming mail processing with manual methods and automated mail-sorting and capture equipment, ensuring timely and accurate handling.
- Researched and resolved customer inquiries via phone, email, and written correspondence, ensuring high levels of customer satisfaction.
- Approved manual and electronic signature agreements and managed document scanning processes.
- Maintained accurate customer files, records, and operational documentation.
Imaging Specialist / Lead
SourceHOV, Inc.
07.2007 - 01.2015
- Reported directly to the Operations Manager within the Production Department.
- Coordinated daily workflow and assigned tasks to team members based on strengths, contributing to improved department efficiency.
- Managed tracking logs, spreadsheets, and reports to support operational analysis and decision-making.
- Processed and monitored checks for banking clients while maintaining accuracy and security standards.
- Handled administrative duties, including phone support and invoice preparation, ensuring smooth communication and timely processing.
- Utilized TurboScan, Microsoft Office, Microsoft Outlook, and IntegraPay systems.
Assistant Store Manager, Glendale Branch
Retail Brand Alliance, Inc.
Glendale
05.2001 - 06.2006
- Applied effective selling techniques to drive sales growth and elevate customer satisfaction.
- Delivered exceptional customer service and retail sales support.
- Guided customers in product selection and offered style recommendations to enhance shopping experience.
- Resolved customer concerns with patience, professionalism, and sensitivity.
- Participated in recruiting, interviewing, hiring, and training sales staff.
- Created positive learning environment through coaching and feedback, leading to increased employee retention.
Building Supervisor
YMCA - Downey Branch
Downey
06.1997 - 05.2001
- Supervised daily building operations, ensuring smooth opening and closing procedures.
- Supervised a team of 10-12 employees and ensured a safe, welcoming environment for members and visitors.
- Oversaw Kids Club operations and coordinated fundraising activities and seasonal programs, enhancing community engagement.
- Conducted facility tours and led youth programs for children ages 6-13, fostering a positive environment.
- Managed front desk activities and explained membership programs to prospective members.
Education
GED -
Cerritos College
Cerritos, CA06-1984
High School Diploma -
Belmont High School
Los Angeles06-1978
Skills
- Data entry and record management
- Banking and payment processing
- Document management systems
- Workflow coordination
- High-volume operations management
- Leadership and team building
- Staff training and supervision
- Bilingual
- Customer service excellence
- Conflict resolution
- Effective communication
- Organizational skills
- Time management
- Adaptability and solution focus
- Critical thinking abilities
Languages
English
Native/ Bilingual
Spanish
Native/ Bilingual
Timeline
Lockbox Operations Supervisor
City National Bank
01.2015 - 01.2024
Imaging Specialist / Lead
SourceHOV, Inc.
07.2007 - 01.2015
Assistant Store Manager, Glendale Branch
Retail Brand Alliance, Inc.
05.2001 - 06.2006
Building Supervisor
YMCA - Downey Branch
06.1997 - 05.2001
GED -
Cerritos College
High School Diploma -
Belmont High School