NICOLE MATA

•  Lead and manage the daily operations, sales, service, and performance of multiple retail branches within a designated market area.
•  Build and maintain strong relationships with internal and external stakeholders to enhance collaboration and achieve organizational goals.
•  Coach, develop, and motivate a diverse team, ensuring employee growth and success through consistent training and performance feedback.
•  Oversee compliance with industry regulations through audits, accurate reporting, and proactive retention strategies.
•  Stay well-versed in federal regulations on account security, member confidentiality, and proper loan procedures to ensure all practices align with legal requirements.
•  Resolve escalated member and employee concerns with a focus on delivering excellent customer service and maintaining a positive work environment.

• Supervised daily branch operations to enhance service quality and member satisfaction.
• Collaborated with team members to streamline workflow processes and improve efficiency.
• Supported the Branch Manager with daily tasks, ensuring smooth branch functioning and effective communication amongst team members.

• Delivered prompt, accurate and excellent customer service
• Adhered to financial service security and audit procedures
• Informed established members how to benefit from lines of credit, and new accounts.
• Managed staff while assisting members as a key holder with opening and closing the branch
• Helped with Branch Audits as an Instant Issue, Retention, Cash Ordering Exc...
• Reviewed account for Overrides
• Assessed members financial needs to referral them to the appropriate Desert Financial team member
• Deescalated Member and Employee situations
• Effectively couched/trained new Experience Specialist

• Creating exceptional customer services
• Completing daily transactions such as deposits, withdraws, loan payments, transfers
• Initiate Domestic and international wire transfers.
• Offering products and services to members the benefits their needs.
• Assist with maintenance request.
• Answer members' questions, and provide information on procedures or policies.

• Key holder to the store and managing while General Manager is absent.
• Ensuring that labor and food cost were down.
• Ordering inventory every week to stock up on supplies to meet stores needs.
• Completing monthly / quarterly audits.
• Finding coverage to meet schedules need.
• Greeting customers and taking orders by inputting into a P.O.S system.
• Handling any customer complaints and resolving any issues.
• Covering positions that was in need of assistance.
• Training new employees in any position hired in.