Melissa Ortiz

• Proven agility in quickly grasping and mastering new products and features.
• Demonstrated ability to deliver exceptional customer experiences across diverse environments, thriving on constant personal interaction.
• Exceptional communication skills enabling comfortable engagement with both small groups and individual customers.
• Adept at uncovering customers' needs and providing meaningful solutions, serving as a guide in advising, selling, and setting up new products.
• Inherently curious and committed to staying abreast of product news and initiatives, applying acquired knowledge in customer interactions.
• Committed to continuous learning and improvement, with success measured by both team and individual productivity, contributing to overall store performance.
• Enthusiastic about representing Apple, finding great satisfaction in fostering lifelong customer relationships with the brand.

• Communicated regularly with clients to understand needs, evaluate current product use and cross-sell new products.
• Built and maintained relationships with new and existing clients while providing high level of expertise.
• Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
• Developed and cultivated lucrative relationships with both new and existing clients through effective communication and exemplary interpersonal skills.
• Facilitated workshops and seminars to educate customers on Financial Literacy ( both consumer and business)

• Collaborated with Private Banker to onboard new clients, ensuring compliance with KYC and other policies.
• Identified and closed cross-sell opportunities for existing clients, contributing to revenue growth.
• Provided day-to-day support to Assistant Branch Manager on documentation, account opening/closing, and loan disbursal's.
• Conducted client/prospect meetings, organized pre-call planning, and maintained call records.
• Assisted in profiling, qualifying, and converting prospects into Citi Private Bank clients.
• Conducted new client/prospect research, generated leads, and coordinated client events for prospecting.
• Managed documentation related to KYC/AML, emphasizing compliance with applicable laws and regulations.

• Compiled information for new accounts, accurately entered data, and managed account-related forms.
• Conducted basic accounting functions, including cash reconciliations and wire transfers.
• Established new procedures for maintaining records, ensuring confidentiality and compliance.
• Led training and development of tellers, enhancing overall branch efficiency.

• Processed inbound/outbound shipments with high accuracy, managing inventory processes.
• Led safety meetings, conducted stockroom observations, and implemented organizational standards.
• Successfully improved fulfillment/completion of OMNI channel orders, achieving a 97% completion rate.
• Coached, trained, and developed employees, aligning with company policy.
• Enhanced operational performance and reduced labor expenses by developing and optimizing standard practices.