Milena Garmendia
Saugus,MA
Summary
Results-oriented Branch Operations Manager with a solid career history in banking environments. Familiar with all relevant governing acts and statutes, as well as strategies and best practices to improve operations and enable business growth. Decisive leader, strategic planner and complex problem-solver. History of keeping operations efficient and compliant. Proficient in safety, security and confidentiality procedures. Hardworking operations leader with an ethical and diligent approach. Hardworking employee with customer service, multitasking and time management abilities. Devoted to giving every customer a positive and memorable experience.
Results-driven management professional with extensive experience in leading branch operations and maximizing efficiency. Known for fostering collaborative work environment and achieving high-performance results. Reliable and adaptable, with excellent skills in leadership and client relations.
Overview
10
10
years of professional experience
Work History
Branch Manager
Santander Consumer USA
Woburn, MA
03.2025 - Current
- Led branch operations, ensuring compliance with regulatory standards and company policies.
- Managed staff performance through training, coaching, and performance evaluations.
- Developed and implemented strategic sales initiatives to enhance customer engagement.
- Analyzed branch performance metrics to identify areas for operational improvement.
- Continuously monitored branch performance against key performance indicators, taking corrective actions as needed to ensure objectives were met or exceeded.
- Maintained friendly and professional customer interactions.
- Improved customer satisfaction ratings by enhancing service quality and resolving client issues promptly.
Branch Operations Management
Santander Consumer USA
Woburn, MA
07.2018 - Current
- Supervised daily activities of tellers, loan officers, and other personnel.
- Maintained accurate records of financial transactions.
- Managed inventory levels of cash, supplies, and other resources.
- Mitigated regulatory risks by ensuring all areas maintain compliance with company, state and federal protocols.
- Ensured compliance with banking regulations and policies.
- Strengthened operational efficiencies and traceability by developing organizational filing systems for billing, receiving and delivery records and reports.
- Coached staff on policies, procedures and performance strategies.
- Participated in community events to promote brand awareness.
- Delivered positive customer experiences by implementing effective quality assurance practices.
- Boosted client satisfaction ratings by offering proactive resolution ideas while driving actionable responses to questions, concerns or challenges.
Sales Associate Team Leader
J.Crew
Somerville, MA
07.2016 - 07.2018
- Encouraged teamwork by creating an environment where collaboration was valued.
- Monitored team members' progress on projects and provided guidance when needed.
- Ensured compliance with all company policies related to customer service standards.
- Coached, mentored, and trained new team members in sales techniques and practices.
- Maintained up-to-date knowledge of current promotions, pricing policies, payment methods.
- Implemented innovative strategies designed to improve efficiency across all aspects of operations.
- Assigned tasks appropriately among the team members according to their strengths.
- Arranged new merchandise with signage and appealing displays to encourage customer sales and move overstock items.
- Received and displayed product shipments on store retail shelves upon delivery.
Education
High School Diploma -
Chelsea High School
Chelsea, MA06.2016
Skills
- Strategic Planning
- Operations Management
- Customer Relationships
- Regulatory Compliance
- Relationship building and management
- Decision-making
- Team player
- Sales management
- Goals and performance
- Conflict resolution
Languages
English
Native/ Bilingual
Spanish
Native/ Bilingual
Education and Training
other
Timeline
Branch Manager
Santander Consumer USA
03.2025 - Current
Branch Operations Management
Santander Consumer USA
07.2018 - Current
Sales Associate Team Leader
J.Crew
07.2016 - 07.2018
High School Diploma -
Chelsea High School