Monica OLVERA
Pearland,TX
Summary
Banking Professional specializing in operational management and customer relationship enhancement. Achieved 10%-25% growth through strategic business development and effective team leadership, fostering customer loyalty and ensuring compliance across multiple branches. Focused on enhancing service delivery and driving performance targets.
Overview
27
27
years of professional experience
Work History
Branch Manager
Space City Credit Union Powered By Texas Dow Employee Credit Union
03.2024 - Current
- Successfully managed multiple retail branches and led a Call Center team, ensuring operational efficiency and high-quality service delivery.
- Led multiple teams to achieve key performance indicators, meeting monthly and quarterly performance targets and branch goals.
- Oversee daily operations across retail teams, ensuring efficiency in compliance in Business Accounts, Trusts Accounts, 501C Accounts, OFAC, IRAs, CDs, Closed Accounts, BSA, ALM, MIL, CTRs, Debit Cards, External Transfers, Zelle, Online Banking and Lending Applications workflow.
- Managed all escalated customer service issues across the organization, delivering professional, effective resolution while safeguarding the organization’s integrity and reputation.
- Coached team in performance and career development, supporting skill advancement and overseeing employee progression.
- Develop and maintain retail procedures for both Member Service and Teller Operations, ensuring consistency, compliance, and service excellence.
- Created and oversaw business development initiatives within community and credit union SEG group, driving growth for retail branch.
Treasury Management Implementation Specialist
Third Coast Bank
07.2023 - 01.2024
- Delivered Treasury Management implementation training and customer service to treasury management corporate teams and executive leadership, ensuring effective onboarding and support.
- Structured Treasury services including ACH, Positive Pay, Wire Transfers, Return processing, Account Analysis, Online Banking, and Investment Sweeps, contributing to streamlined operations and enhanced service delivery.
- Managed workflow through strong organizational and time management skills, optimizing task execution and project timelines.
Treasury Management Implementation Specialist IV
Zion Bancorporation- Amegy Bank of Texas
01.2022 - 01.2023
- Managed project to implement and support the bank-wide Deluxe Payment System, ensuring seamless integration across departments.
- Applied strong analytical, detail-oriented, and problem-solving skills to construct Treasury services including ACH, Positive Pay, Wires, Returns, Account Analysis, Online Banking, and Investment Sweeps, while developing Treasury Management Agreements and Resolutions.
- Support and manage internal affiliates with Consumer Sweep process and service.
- Demonstrated excellent organizational and time management skills to streamline end-to-end workflow.
- Utilized exceptional communication and customer service skills to professionally engage with high-end clientele.
Branch Manager III
C-E Federal Credit Union
11.2002 - 03.2021
- Led business development initiatives achieving 10%-25% growth rate.
- Established branch growth goals and standards to exceed profitability objectives.
- Developed and maintained portfolio of business client relationships.
- Create and maintain business client relationships portfolio.
- Lead and manage Community Outreach events and Public Relations, including social media.
- Manage employee payroll, along with continued support with Employee Employment Guideline and performance reviews.
- Supported hiring efforts of qualified applicants.
- Audited corporate credit card transactions for accuracy and compliance.
- Reporting any identified weaknesses/ issues to appropriate senior management and Board.
Teller Manager
Chase Bank
10.1999 - 03.2002
- Led branch teller team to achieve operational goals.
- Ensured smooth daily operations for optimal service delivery.
- Managed cash transactions with precision and care.
- Delivered exceptional customer service to foster client loyalty.
Skills
- Branch operations management
- Banking
- Treasury services
- Compliance oversight
- Operational management
- Business development
- Customer relationship management
- Performance coaching
- Staff development
- Problem solving
- Relationship building
- Communication skills
References
- Caprisa Queen, Former CEO C-E Federal Credit Union, Capdav1@yahoo.com, +1 (832) 784-0009
- April Graham, Former VP C-E Federal Credit Union, a.graham@portterminalfcu.org, (281) 222-5911
Awards And Acknowledgment
- Co-Founder Helping Houston’s Homeless Family Project
- Board Volunteer Latiño Learning Center of Houston
- Volunteer Houston Livestock Show & Rodeo
- Former Board Volunteer Crowd Source Rescue
- Former Volunteer Girl Scouts of America and Boys Scouts of America
Timeline
Branch Manager
Space City Credit Union Powered By Texas Dow Employee Credit Union
03.2024 - Current
Treasury Management Implementation Specialist
Third Coast Bank
07.2023 - 01.2024
Treasury Management Implementation Specialist IV
Zion Bancorporation- Amegy Bank of Texas
01.2022 - 01.2023
Branch Manager III
C-E Federal Credit Union
11.2002 - 03.2021
Teller Manager
Chase Bank
10.1999 - 03.2002