Nicolas San Martin
Miami
Summary
Client-focused team leader with 10+ years of experience in high-volume service environments, transitioning into retail banking with a strong foundation in customer engagement, compliance, and cash handling. Currently preparing for the Securities Industry Essentials (SIE) exam and planning to earn the Series 6/63 licenses to pursue a long-term career in financial services. Known for building trust-based relationships, leading high-performing teams, and protecting customer and company assets through policy adherence and operational precision.
Overview
13
13
years of professional experience
Work History
Guest Services Manager
Topgolf USA
12.2024 - 07.2025
• Oversaw front desk operations and ID verification protocols aligned with regulatory standards.
• Resolved customer concerns across departments, ensuring compliance with company policy.
• Managed POS accuracy, end-of-day register balancing, and labor schedules.
Director
Chick-fil-A
06.2023 - 12.2024
• Led daily operations, financial planning, and staff development for high-volume store.
• Recognized with “Guardian of the Brand” award for excellence in leadership and guest service.
• Reduced food costs chain-wide and improved team promotion rate through hands-on coaching.
• Trained team on upselling and client connection strategies that align with needs-based product recommendations in banking.
Operations Manager
The Home Depot
09.2017 - 06.2023
• Managed store operations, budgeting, cash handling, and internal loss prevention audits.
• Maintained top customer satisfaction scores by enforcing standards and coaching accountability.
• Directed hiring, onboarding, and performance development of 50+ team members.
Bartender Shift Manager
Fleming's Prime Steakhouse & Wine Bar
01.2013 - 09.2017
• Managed bar transactions, deposits, and POS audits with high accuracy.
• Ensured compliance around ID verification and payment security.
• Recognized for profitability and operational consistency chainwide.
Education
Associate of Science - Business Management
Miami Dade College
Miami, FL12-2027
Skills
● Client Relationship Management
● Cash Handling & Balancing
● Customer Onboarding
● Sales & Product Recommendations
● Regulatory Compliance (BSA/KYC)
● Fraud Prevention & Risk Escalation
● Operations Management
● Confidential Data Handling
● Team Leadership
● Bilingual: English & Spanish
Accomplishments
- • Built trust-based client relationships through active listening and tailored service — directly transferable to relationship banking and customer portfolio management.
• Earned top performance and guest service awards in high-volume environments including Guardian of the Brand and Best Customer Experience Rating.
• Trained and developed team members into leaders by coaching on client needs, product awareness, and consistency in service.
• Managed labor, cost control, and compliance metrics — experience that aligns with banking operations and regulatory procedures.
• Oversaw cash drawers, end-of-day balancing, and loss prevention with zero audit flags.
• Fluent in English and Spanish, enabling effective communication and service across diverse client bases.
Languages
English
Native or Bilingual
Spanish
Native or Bilingual
Timeline
Guest Services Manager
Topgolf USA
12.2024 - 07.2025
Director
Chick-fil-A
06.2023 - 12.2024
Operations Manager
The Home Depot
09.2017 - 06.2023
Bartender Shift Manager
Fleming's Prime Steakhouse & Wine Bar
01.2013 - 09.2017
Associate of Science - Business Management
Miami Dade College
Licensing
- Securities Industry Essentials (SIE) – In Progress
- Series 7/66 Licenses – Planned
- ServSafe Certified
- Bartending License
www.linkedin.com/in/nicolas-san-martin-3a2716318