Michelle Santana
Bronx
Summary
Bilingual Operations Lead with 5+ years of experience in retail banking. Demonstrated expertise in team leadership, customer retention, and compliance management. Proficient in financial services operations, calendar management, and meeting coordination. Strong skills in Office 365 applications.
Overview
9
9
years of professional experience
Work History
Branch Operations Lead – Manager on Duty
JP Morgan Chase
New York
10.2021 - Current
- Oversaw daily operations, compliance, and audit standards for a high-volume retail branch.
- Managed a team of 5+ bankers, leading weekly coaching sessions to improve performance and sales targets.
- Developed process improvements that increased client retention and boosted customer satisfaction scores.
- Promoted digital banking solutions, driving a 25% increase in self-service usage.
Associate Banker
JP Morgan Chase
New York
08.2018 - 10.2021
- Maximized profitability by collaborating with specialists in lending and investments.
- Marketed deposit accounts, auto loans, and credit cards to meet customer needs.
- Provided solutions and support for inquiries regarding financial products and services.
Paraprofessional
NYC Department of Education
NYC
09.2016 - 06.2017
- Supported students individually and in small groups to reinforce learning concepts.
- Used lectures, discussions, and role-playing to present subject matter.
- Contributed insights during individualized education plan (IEP) meetings.
Education
A.A. - Business Management
Southern New Hampshire University
12.2025
High School Diploma -
Skills
- Customer relationship management
- Bilingual: English & Spanish
- Cash Handling & Risk Mitigation
- Compliance & Audit Standards
- Office 365
- Excel
- PowerPoint
- Team Leadership & Coaching
- Sales Strategy & Retention
Timeline
Branch Operations Lead – Manager on Duty
JP Morgan Chase
10.2021 - Current
Associate Banker
JP Morgan Chase
08.2018 - 10.2021
Paraprofessional
NYC Department of Education
09.2016 - 06.2017
A.A. - Business Management
Southern New Hampshire University