Nanette Gorena

Operation supervisor:

Developed and implemented standard operating procedures to ensure efficient workflow.

Identified areas of improvement and developed strategies to increase efficiency.

Monitored staff performance and provided feedback for improvement.

Managed daily operations, including scheduling personnel, assigning tasks, and monitoring progress.

Maintained accurate records of employee attendance and performance reviews.

Ensured compliance with all safety regulations in the workplace.

Provided support to other departments as needed to meet organizational goals.

Directed employees on how to use equipment properly and safely.

Conducted regular meetings with staff members to discuss any issues or concerns they may have had.

Supervised warehouse activities such as loading and unloading shipments, picking orders, packing items for shipment.

Trained new employees on proper job functions and company policies and procedures.

Performed periodic audits of operational processes in order to identify potential risks or areas of improvement.

Trained, mentored and motivated employees to maximize team productivity.

Engaged employees to create safe, energetic work environment through feedback and recognition.

Oversaw implementation of procedures, goals and objectives within operations.

Identified areas for improvement and implemented new processes to enhance overall company quality and performance.

Built strong operational teams to meet process and production demands.

Reduced process lags and trained team members on best practices and protocols.

Built and developed employee talent to drive engagement, resulting in advancement within company.

Guided employees in handling difficult or complex problems.

Reviewed reports on employee attendance, productivity and effectiveness to evaluate performance.

Consulted with managers to resolve problems relating to employee performance, office equipment and work schedules.

Administration:

Maintained accurate records of employee information such as wages, performance reviews, benefits, leaves of absence.
Organized and conducted new hire orientation sessions to introduce policies and procedures to employees.
Provided guidance and support to management team on various HR matters such as compensation packages or employee handbook updates.
Ensured compliance with applicable laws such as Equal Employment Opportunity regulations.
Monitored timekeeping records for accuracy and completeness.
Advised managers on best practices related to performance management processes.
Developed and maintained training materials and benefits packets for new hires.
Answered questions regarding salaries, benefits and other pertinent information.
Processed business and identification cards, bank accounts and reference and medical checks to streamline hiring protocol.

• Processed customer deposits and withdrawals accurately, balancing cash drawer daily.
• Maintained confidentiality of bank records, transactions and customer information.
• Provided exceptional customer service to customers by answering inquiries, resolving complaints and processing transactions in a timely manner.
• Assisted customers with opening new accounts, ordering checks, and setting up online banking services.
• Verified customer signatures on documents and ensured accuracy of all paperwork before submitting for approval.
• Cross-sold bank products such as savings accounts and credit cards to existing clients.
• Identified suspicious activity on account holders' accounts and reported any discrepancies to the supervisor immediately.
• Performed cash handling duties including counting currency, coins and checks.
• Balanced teller drawers regularly throughout the day according to established procedures.
• Educated customers about different types of banking services available at the branch.
• Handled large sums of money with accuracy while maintaining appropriate levels of security.
• Reconciled daily sales sheets with actual physical money received from customers or deposited into ATM machines.
• Provided assistance to other tellers during peak business hours as needed.
• Researched customer inquires regarding their accounts using internal banking systems.
• Participated in weekly training sessions to stay abreast of changes in banking regulations.
• Processed loan payments by verifying funds availability prior to disbursing funds.
• Assisted customers with basic technical issues related to digital banking platforms.
• Prepared reports on transaction activity for management review.
• Resolved customer disputes promptly in accordance with bank policies and procedures.
• Cashed customer checks, verified identification and checked account balances in accordance with bank policy.
• Served large number of customers during high volume shifts and remained composed and professional in stressful situations.
• Reconciled cash and checks against computer records at end of shift.
• Welcomed customers and offered pleasant service during entire transaction.
• Entered transactions into computer and issued customer receipts.
• Responded and assisted customers with account inquiries and updates.
• Adhered to strict guidelines regarding financial and customer data to avoid breaches and information misuse.
• Explained bank services, financial products and applicable fees to customers.
• Ordered checks, placed stop payment orders and conducted additional special services for customers.
• Opened new checking, savings and lines of credit for customer accounts.
• Identified customer financial needs, goals and objectives and offered appropriate financial products to suit needs.
• Identified and reported suspicious behavior to security personnel as appropriate.
• Acted as pivotal point of contact between bank branches regarding guidelines and practices.
• Liaised between bank branches regarding best practices and operations.
• Used customer information to tailor recommendations to promote or sell travelers' checks, savings bonds and cashier's checks.
• Processed term deposits, retirement savings plan contributions and mail deposits within processing time limits.
• Transmitted orders to supply cash to meet daily needs.
• Promoted facility security by monitoring customer behaviors and following established protocols to protect individuals and assets.
• Leveraged customer service and sales abilities to consistently meet performance goals.
• Received mortgage and other loan payments, verifying payment dates and amounts due.
• Prepared official checks for customer and internal bank needs.
• Reported daily averages and shortages to operations department.
• Performed special services for customers, ordering bank cards and checks.
• Verified amounts and integrity of every check or funds transfer.
• Fulfilled diverse duties to provide customer service, operate money counters, balance and replenish ATMs, maintain accounts and open new accounts.
• Counted currency, coins and checks received to prepare for deposit or shipment to branch banks or Federal Reserve Bank.
• Balanced daily cash deposits and vault inventory with zero error rate.
• Resolved problems or discrepancies concerning customers' accounts.
• Trained employees on cash drawer operation.
• Offered every customer exceptional service levels by remaining friendly and professional during every transaction.
• Cross-sold bank products by answering inquiries, informing customers of new services and promotions.
• Directed specific questions to appropriate branch personnel.
• Adhered to financial services security and audit procedures.
• Researched and resolved customer issues on personal savings, checking and lines of credit accounts.
• Used a strong knowledge of banking products and services to confidently educate customers about features, benefits and pricing.
• Counted drawers and reconciled remaining cash to accost for deposits and dispersals.
• Issued and redeemed money orders, cashier checks, traveler's checks and savings bonds.
• Performed transactional, operational, and customer support tasks through knowledge of bank procedures and products.
• Delivered exceptional service to customers in person or over telephone.
• Built and maintained client relationships through quality, personalized interactions.
• Maintained confidentiality of bank records and client information.
• Increased knowledge of banking products and services by actively participating in available training classes and workshops offered to employees.

• Assisted in the recruitment and training of new call center representatives.
• Provided performance feedback to team members on a regular basis.
• Monitored calls and provided guidance to ensure customer satisfaction.
• Resolved escalated customer inquiries in an efficient manner.
• Developed processes and procedures for handling customer complaints.
• Analyzed call volume data and trends to develop strategies for improving service levels.
• Coached employees on effective communication techniques when speaking with customers.
• Provided support during peak periods by taking customer calls as needed.
• Investigated complex customer issues and communicated resolutions effectively.
• Performed root cause analysis of customer complaints to determine corrective actions.
• Handled escalated customer service concerns to preserve customer satisfaction and maintain long-term business relationships.
• Answered, screened and processed high volume of calls daily with call management system and web-based communications.
• Coached team members on metrics and consumer experience behavior identification to improve satisfaction ratings.
• Updated customer accounts, addresses and contact information within call management databases.
• Delivered constructive call process feedback.
• Maintained strong call control and quickly worked through scripts to address problems.
• Managed customer expectations by clarifying needs, identifying options and recommending products and services.
• Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.
• Planned staff and training meetings and scheduled conference rooms.
• Worked with training team to maintain frontline agent and tier I and II agent product support and certification training initiatives.
• Discussed job performance problems with employees, identifying causes and issues to find solutions.
• Trained employees on best practices and protocols while managing teams to maintain optimal productivity.
• Computed balances, totals or commissions to support accounting team.
• Recommended solutions related to staffing issues and proposed procedural changes to managers.
• Participated in subordinates' tasks to facilitate productivity or help overcome difficulties.