Merari Santiago
Middle Village,NY
Summary
Dedicated professional with history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
Overview
22
22
years of professional experience
Work History
IT Assistant
Ridgewood Savings Bank
06.2017 - Current
- Providing first line help desk support by assigning & distributing tickets to IT employees using ServiceNow application, managing incoming calls, and quickly handling tickets within my expertise
- Assessing caller situations to provide proper technical support, escalating if necessary
- Purchasing, processing, tracking and managing organizations owned hardware, researching any discrepancies with damaged/lost equipment, and providing replacements/updates as required
- Completing various managerial projects and reports as requested by management and internal departments
- Managing and completing departmental budget, explaining variances, forecasting and preparing upcoming yearly budget
- Completing daily/monthly/quarterly reports as to stay within compliance
- Monitoring assigned tickets for proper completion/closure within the given service level agreement timeframe
- Ensuring payments of expenses/bills are promptly paid, while managing discrepancies with internal departments, as well as external vendors
- Directing phone calls to proper departmental areas and immediately addressing issues/requests that may arise, which includes updating company employees of ongoing technical issues via email or phone
- Assistance in proofreading various departmental documents before distribution
- Repairing minor equipment/application issues
Branch Banking Officer, Asst Manager, Supervisor
Ridgewood Savings Bank
05.2006 - 06.2017
- Providing the upmost customer service that includes: establishing new accounts, providing products and services that suit the needs of the customer, researching account information/discrepancies while providing the best outcome that aligns with company policies, monitoring and protecting confidential customer information to stay within compliance, handling customer incidents in a calm and effective manner adjusting policies to meet changing needs, etc.
- Work with management team to implement proper flow of responsibilities
- Coaching and training team members through use of monthly Individual Development Plans to review individual goals and target areas of weakness
- Planning and conducting monthly team and sales meetings to further enhance productivity of company goals while improving employee morale
- Creating and maintaining weekly scheduling utilizing Ultipro payroll application to input schedule, bi-weekly payroll, and making any necessary changes/approval as needed
- Overseeing daily cash intake and making decisions on daily cash flow of the branch
- Reviewing and overseeing inventory, end of month work, daily work, account monitoring, and all branch related printouts
- Completing various management related responsibilities including: yearly employee reviews, monthly State of the Branch reports, quarterly/annual budgets, general ledger reconciliation, and various branch differences before being presented for final approval by district manager
- Generating business within the community
- Community outreach
Control Teller, Customer Service Rep, Teller
Ridgewood Savings Bank
04.2002 - 05.2006
- Providing products and services that suits the needs of the customer to establish strong customer relationships while seizing cross-sell opportunities
- Efficiently processing customer transactions while protecting confidential information
- Providing the highest level of customer service, including but not limited to: establishing new accounts, customer related research and requests, addressing concerns, establishing and managing safe deposit boxes, providing guidance on use of company applications/website/loyalty programs, etc.
- Answering constant flow of customer calls with minimal wait times and addressing inquiries
- Completed highly accurate, high-volume money counts via manual, machine-driven, and all other cash related counts staying within the required limits, monitoring/supervising co-worker limits and providing approvals as needed
- Maintained a smooth transition of day-to-day responsibilities both on the banking floor and teller areas, providing supervisory assistance as needed
- Involved in employee reviews and management teams meetings
Cashier/Sales Representative/Office
Fair Home Decorators
08.2000 - 04.2002
- Performed cash and card transactions to complete purchases, reconciling cash drawer at start and end of shifts, and operating cash register transactions accurately and efficiently
- Researching, documenting, and updating inventory stock as needed
- Assisting customers on the sales floor
- Pricing and stocking all merchandise
- Receiving shipments and data entry of all merchandise
- Pulling merchandise from stock room for customers
- Answering telephones
Education
Bachelor of Arts - Business Information Systems
Ashford University (Now UAGC)
Tucson, AZ06.2017
High School Diploma -
Grover Cleveland High School
06.1997
Skills
- Strong managerial experience
- Supervision
- Strong coaching and training skills
- Making decisions and handling various related and non-related work issues
- Following and enforcing company policies and procedures
- Excellent organization skills, quick learning abilities, and multitasking
- Proficient with utilizing various applications such as:
- Active Directory, Service Now Help Desk, Cisco WebEx, Genesys Interaction Desktop, Microsoft Word, Excel, PowerPoint, Outlook, Ultipro Payroll, and some typing/data entry experience
Timeline
IT Assistant
Ridgewood Savings Bank
06.2017 - Current
Branch Banking Officer, Asst Manager, Supervisor
Ridgewood Savings Bank
05.2006 - 06.2017
Control Teller, Customer Service Rep, Teller
Ridgewood Savings Bank
04.2002 - 05.2006
Cashier/Sales Representative/Office
Fair Home Decorators
08.2000 - 04.2002
Bachelor of Arts - Business Information Systems
Ashford University (Now UAGC)
High School Diploma -
Grover Cleveland High School
Similar Profiles
Ulyana PopovaUlyana Popova
Teller at Ridgewood Savings BankTeller at Ridgewood Savings Bank
Kevin PerdomoKevin Perdomo
Customer Care Specialist at Ridgewood Savings BankCustomer Care Specialist at Ridgewood Savings Bank
Stacey JonesStacey Jones
Universal Banker at Ridgewood Savings BankUniversal Banker at Ridgewood Savings Bank
Lara StrumpfLara Strumpf
Accounts Payable Intern at Ridgewood Savings BankAccounts Payable Intern at Ridgewood Savings Bank
Jhony SterlingJhony Sterling
HOUSEKEEPER at CORNESTONE OF MEDICAL ARTSHOUSEKEEPER at CORNESTONE OF MEDICAL ARTS