Michelle Martinez
Perris,CA
Summary
Accomplished Assistant Manager with in-depth experience consistently rising through ranks. Well-versed in sales, personnel management, accounting and inventory management. Dedicated to complete knowledge of company products and services for optimized customer service.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Assistant Branch Manager
JP Morgan Chase
09.2020 - Current
- As an Assistant Branch Manager, I work with the Branch Manager to oversee the general management of the branch
- My operational responsibilities include ensuring satisfactory audits, managing critical operational metrics to minimize risks and losses, maintaining high standards for security and account opening activities, ensuring the entire branch staff is trained and follows policies and procedures, and operating within the guidelines
- Part of the onboarding process for Associate Bankers
- Enrollment of virtual training and training on teller line
- Directly supervise and coach Associate Bankers to accurately handle transactions and provide great customer service
- Help associates create development plans
- Guide them through goal creation
- Actively observe and coach to accomplish goals
- Lead with action plans to create a great customer experience for the branch
- Perfect Audit (100%) 2021/2022/2023/2024
- Branch Performance Level 1(2022)
- Increased Customer Service Percentage
- Created Mentorship Program for Towngate Branch
- #1 Branch in Digital Enrollment
- Supported the Branch Manager with daily tasks, ensuring smooth branch functioning and effective communication amongst team members.
- Trained and developed new team members in alignment with branch service standards and objectives.
- Monitored daily branch activities, quickly identifying areas requiring improvement or corrective action to maintain operational excellence.
- Oversaw successful completion of internal audits with minimal findings, demonstrating strong adherence to bank policies and regulations.
- Responded to customer concerns, working with manager to significantly raise customer satisfaction ratings.
- Supervised and evaluated staff to help improve skills, achieve daily objectives, and attain advancement.
- Trained and mentored new employees, fostering a positive work environment that led to higher retention rates.
- Assisted in creating a welcoming branch atmosphere by maintaining cleanliness, organization, and visually appealing displays of promotional materials.
- Assisted in achieving branch sales goals by identifying potential cross-selling opportunities and promoting bank products and services.
- Coordinated staff schedules, maintaining optimal staffing levels during peak business hours for improved customer experience.
- Conducted weekly staff meetings to motivate staff members, address concerns, and questions, plan improvements and evaluate progress toward goals.
- Contributed to the development and implementation of strategic plans for the branch that aligned with overall bank objectives, driving sustained growth and success.
Personal Banker - Manager on Duty, Small Business Specialist
JP Morgan Chase
09.2011 - 09.2020
- Contribute to the exceptional environment for customers and employees
- Highlight the importance of diversity and cultural workplace
- Take initiative on complex customer situations, resolve issues
- Maintaining integrity and professionalism
- Provide operational excellence
- Follow company’s policies and procedures
- Support branch staff in order to build strong teamwork
- Encourage, recognize, and provide feedback to fellow bankers and associate bankers
- Work with management on monthly internal control self-checklist
- Meet customers during manager involvement when manager not present
- Lead huddles in the absence of manager
- Assist manager with everyday operations from teller line; audits, settlements, cash handling, process One Box, review branch dashboard to ensure errors are minimized
- Collaborate with manager to develop a plan to drive growth in branch
- Attend management/leadership workshops hosted by Market Director
- Employee of the year for Jurupa Valley Branch for 2 consecutive years
- Selected by Branch Manager to become MOD
- National Sales Achiever 2014 - November 2014 ranked 60th personal banker for the nation
- Chosen ambassador for mobile and paperless competition
- Worked with Jurupa Valley to achieve highest revenue for October Performance Level
- Utilized strong interpersonal communication skills during client interactions, resulting in increased trust and fostering long-lasting relationships.
- Assisted customers with setting up or closing accounts, completing loan applications, and signing up for new services.
- Maintained compliance with bank policies and regulations while executing various financial transactions for customers.
- Improved customer satisfaction by providing personalized banking solutions and exceptional service.
- Managed deposits, withdrawals and wire transfers to process smooth banking transactions for clients.
- Promoted financial products by maintaining excellent service offering knowledge.
- Delivered comprehensive financial advice, strengthening client relationships and promoting long-term loyalty.
- Exceeded individual performance metrics consistently while maintaining exceptional levels of client satisfaction ratings throughout tenure as Personal Banker.
- Boosted sales of bank products through effective cross-selling and up-selling techniques.
- Cross-sold bank products and services to meet customer needs and provide options.
- Enhanced client retention with proactive follow-ups and timely resolution of account issues.
- Worked closely with management to strategize sales techniques to increase branch production and customer service.
Personal Banker
Wells Fargo Bank
08.2008 - 12.2009
- Sold retail banking products and services to customers and prospects
- Manage customer portfolios, service relationships and cross-sell all products and services
- Developed and maintained relationships with partners to maximize sales opportunities and achieve sales
- Used profiling analysis tools to identify cross sell opportunities and make outbound sales calls typically by phone to increase product per customer ratio
- Handled customer transactions, such as deposits, payments, and transfers
- Exceeded sales and service goals every quarter, MVP for three quarters, Service Excellence nominee, Diverse Champion nominee, Banker of the month, Received recognitions
- Assisted customers with setting up or closing accounts, completing loan applications, and signing up for new services.
- Generated new business by conducting thorough financial needs assessments and offering tailored products to clients.
- Improved customer satisfaction by providing personalized banking solutions and exceptional service.
- Delivered comprehensive financial advice, strengthening client relationships and promoting long-term loyalty.
- Exceeded individual performance metrics consistently while maintaining exceptional levels of client satisfaction ratings throughout tenure as Personal Banker.
- Boosted sales of bank products through effective cross-selling and up-selling techniques.
- Balanced cash drawers and vault accounts on daily basis with zero discrepancies.
- Expanded client base by promoting new financial products.
- Monitored customer accounts to detect irregularities or suspicious activity.
- Expanded customer base by consistently meeting referral goals through networking events and community outreach initiatives.
- Utilized strong interpersonal communication skills during client interactions, resulting in increased trust and fostering long-lasting relationships.
- Maintained compliance with bank policies and regulations while executing various financial transactions for customers.
- Managed deposits, withdrawals and wire transfers to process smooth banking transactions for clients.
- Promoted financial products by maintaining excellent service offering knowledge.
- Cross-sold bank products and services to meet customer needs and provide options.
- Processed customer requests for statements, ordering additional checks, and updating customer personal information in database.
- Worked closely with management to strategize sales techniques to increase branch production and customer service.
Teller
Wells Fargo Bank
10.2006 - 08.2008
- Processed customer transaction, identified and made sales referrals, recommended alternate channels, cross-sold bank services and products for partners, provided excellent customer service
- Safe Deposit, merchant/vault, atm processing, bonds and coupons, foreign currency and night drop
- Top performer at regional level for two quarters, exceeded sales and service goals, received recognitions, service excellence nominee, promoted to banker position within 8 months
- Balanced cash drawer daily and resolved discrepancies to provide accurate data regarding cash flow.
- Disbursed cash and checks accurately while maintaining security of cash drawers.
- Processed customer transactions promptly, minimizing wait times.
- Promoted a welcoming atmosphere in the branch by greeting customers warmly upon arrival and addressing them by name when possible.
- Assisted customers with account inquiries, resolving issues promptly and professionally.
- Answered customer inquiries regarding account balances, transaction history, services charges, and interest rates.
- Managed high-volume transactions efficiently while maintaining attention to detail, ensuring accurate processing for customers.
- Maintained cash drawer accuracy by conducting regular audits and implementing effective cash handling practices.
- Developed strong relationships with customers through exceptional service, fostering loyalty and trust.
Education
Bachelor Of Business Administration - Business Management
Thomas Edison University
Skills
- Banking
- Operations Management
- Team Development
- Compliance Management
- Operational Efficiency
- Audit preparation
- Staff education and training
- Loan expertise
- Financial Product Sales
- Employee Scheduling
- Staff Management
- Loans
- Budget Control
- Regulatory Compliance
- Sales expertise
- Staff Development
- Account Retention
- Cash Handling
- Audit monitoring
- Strong leadership
- Branch Operations Management
- Excellent work ethic
- Conflict Resolution
- Relationship Management
- Coaching and Mentoring
- Goals and performance
- Security and Safety Protocols
- Performance Reviews
- Operational Reports
- Federal Regulations
- Interviewing and Hiring
References
- Lina Melgar, Branch Manager, 909-800-4535
- Darneisha Beeler, Community Manager, 760-325-6094
- Jeanette Ibrahim, Service Manager, 951-532-5759
Certification
Notary Public
Languages
Spanish
Native or Bilingual
Timeline
Assistant Branch Manager
JP Morgan Chase
09.2020 - Current
Personal Banker - Manager on Duty, Small Business Specialist
JP Morgan Chase
09.2011 - 09.2020
Personal Banker
Wells Fargo Bank
08.2008 - 12.2009
Teller
Wells Fargo Bank
10.2006 - 08.2008
Bachelor Of Business Administration - Business Management
Thomas Edison University
Similar Profiles
Lisa Olivia GrenviczLisa Olivia Grenvicz
Private Client Banker at JP Morgan Chase & Company (Chase Bank)Private Client Banker at JP Morgan Chase & Company (Chase Bank)
Taylor SimsTaylor Sims
Client Services Specialist & Associate Banker at JP Morgan Chase & Chase BankClient Services Specialist & Associate Banker at JP Morgan Chase & Chase Bank
Miranda GuerreroMiranda Guerrero
Associate Banker Market Expansion at Jp Morgan Chase ChaseAssociate Banker Market Expansion at Jp Morgan Chase Chase
Soumya ShobhanaSoumya Shobhana
Risk Analyst at JP Morgan Chase & Co.Risk Analyst at JP Morgan Chase & Co.
Ivan MoralesIvan Morales
Food Runner at The Great Oak Steakhouse @ Pechanga Resort CasinoFood Runner at The Great Oak Steakhouse @ Pechanga Resort Casino