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
Miami Gardens, FL
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
Miami, FL
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
Miami, FL
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
Miami, FL
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