Monica Coronado

Gathered and Analyzed Requirements
Collaborated with stakeholders to elicit, document, and prioritized business requirements.
Analyzed business processes, systems, and data to identify areas for improvement.
Generated proposals and recommendations based on analysis and research to drive strategic decision-making
Translated business requirements into functional specifications and technical designs for IT solutions.
Worked with development teams to ensure the delivered solution meets business needs and requirements.
Acted as a liaison between business stakeholders and technical teams to ensure clear communication and understanding.

Strengthened member relationships through personalized service and proactive financial guidance.
Analyzed members financial goals, positions, and situations to provide guidance on budgeting, available assistance and enhancing overall
financial health
Served the community by actively being present and fostering relationships with businesses and community members
Managed Financial Health Center daily and monthly operations
Ensured to fulfill quality and compliance within all aspects of the Financial Health Center
Listened attentively to members while practicing Dynamic Inquiry to gain understanding and strengthen member relationships
Reviewed and revised existing procedures to enhance operational efficiency along with created new procedures where needed
Collaborated with cross-functional teams to identify areas for improvement and streamline processes
Successfully completed Adaptive Leadership
Successfully completed Leadership Framework

Increased new account openings and loan applications by offering tailored financial products to meet individual needs.

Improved member retention rates by consistently providing exceptional customer service during interactions.

Collaborated with branch team members to achieve sales targets and improve overall branch performance.

Oversaw daily branch activities, ensuring smooth operation and adherence to company policies and procedures.

First point of contact to assist team members in member experience issues, compliments or complaints.
Monitored branch financial activities, performed audits, reviewed reports, and managed cash levels
Hired, trained, and supervised staff with branch manager and co-lead
Scheduled monthly alarm testing

Coordinated staff scheduling to ensure optimal coverage during peak hours

Facilitated quarterly team meetings to discuss goals, progress updates, challenges, and solutions for continuous improvement efforts.

Increased customer satisfaction by providing exceptional service and addressing client concerns promptly.

Collaborated closely with other departments for efficient problem-solving and cross-functional teamwork.

Streamlined loan application process for faster approvals and improved customer experience.

Ensured compliance with company regulations through comprehensive audits and thorough documentation practices.

Maintained friendly and professional customer interactions.
Worked various frontline daily operations from teller to banker accountabilities
Followed established procedures when discussing lending products
Maintained pipeline for prospects
Continuous development on overall customer experience and product
Enhanced knowledge through trainings and meetings
2016 Recipient Winner for Lead the Way Program
Nominated MVP winner for excellent customer service two quarters of the year
Awarded Perfect score award for outstanding customer service at Capital One Bank