Norma Quijada
Quincy,FL
Summary
Experienced Regional Manager with over 24 years of experience in the banking industry. Excellent reputation for resolving problems and improving client and associate satisfaction.
Overview
30
30
years of professional experience
Work History
Regional Experience Manager
Capital City Bank
Tallahassee, Florida
01.2020 - Current
- Effectively communicate with leadership team in 5 retail offices and be a resource for successful results in Production, Client Experience and Associate Experience.
- Serve as a resource and support system for CXM's and TXS with hiring, eTime, overtime, training, performance evaluations, production and all other associate related issues.
- Maximize performance by evaluating staffing structure in each office and making recommendations for changes based on Personal Banker and Teller transaction data.
- Delivered feedback to CXM's and TXS's regarding associate performance and training needs.
- Reviewed performance data to monitor and measure productivity and goal progress. Rolled out regional challenges to keep the team motivated.
- Established and administered annual budget for the region.
District Operations Manager
Capital City Bank
Tallahassee, Florida
01.2017 - 01.2020
- Cross-trained existing associates to maximize team agility and performance.
- Maximized performance by monitoring daily activities and mentoring team members.
- Set, enforced and optimized internal policies to maintain responsiveness to demands.
- Conducted internal operational audits to ensure the offices were in compliance with bank policy.
- Assisted in recruiting, hiring and training of team members.
- Boosted team member productivity by enhancing performance monitoring and instituting motivational approaches.
Market Leader
Capital City Bank
Quincy, Florida
01.2011 - 01.2017
- Complied with Bank Secrecy Act, Anti Money Laundering, OFAC, USA Patriot Act, Privacy Act and Community Reinvestment Act.
- Gathered and reviewed client feedback to improve operations.
- Enhanced offie production rates by handling staff conflicts, evaluations, hiring and termination processes and coaching associates on company protocol and payroll operations.
- Maintained friendly and professional client interactions.
- Boosted office sales by developing and deepening client loyalty through incentive programs.
- Maintained confidentiality of bank records and client information to prevent mishandling of data and potential breaches.
- Interviewed and hired talented individuals with top-level strengths, improving organizational talent and skill set.
- Identified and capitalized on community business opportunities with effective networking.
Lead Teller
Capital City Bank
Quincy, Florida
01.2006 - 01.2011
- Identified potential needs through observation, questioning and listening.
- Mentored newly hired team members on appropriate responses to client questions.
- Completed highly accurate, high-volume money counts via both manual and machine-driven approaches.
- Introduced clients to other bank team members to help meet financial needs.
- Created teller schedule to keep weekly and weekend shifts properly staffed.
- Investigated and promptly resolved issues with client accounts.
- Established rapport with new clients to increase satisfaction and loyalty.
- Maintained friendly and professional client interactions.
- Counted, verified and handled bank deposits and armored car transactions.
- Conducted regular proof work and followed up on chargebacks and deposit corrections.
Personal Banker
Capital City Bank
Quincy, FL
03.2000 - 01.2006
- Assisted clients with setting up or closing accounts, completing loan applications and signing up for new services.
- Promoted financial products by maintaining excellent service offering knowledge.
- Worked closely with management to strategize sales techniques to increase office production and client service.
- Established new accounts for high net worth individuals and serviced existing accounts to maximize revenue.
- Processed customer requests for statements, ordering additional checks and updating client personal information in database.
- Informed clients of procedures for applying for services such as ATM cards, direct deposit of checks and certificates of deposit.
Teller
Capital City Bank
Quincy, Florida
11.1998 - 03.2000
- Answered client inquiries regarding account balances, transaction history, services charges and interest rates.
- Processed client transactions promptly, minimizing wait times.
- Completed highly accurate, high-volume money counts manually.
- Learned about clients financial needs, established trust and optimized sales opportunities resulting in quality client service.
Payroll Manager
North Florida Medical Centers
Tallahassee, Florida
May.1992 - Nov.1998
- Submitted reports on payroll activities.
- Performed calculations in overtime, vacation and sick hours to provide accurate data to payroll processing database.
- Processed payroll garnishments such as tax liens and child support.
- Uploaded time records into computer system and made adjustments to create accurate database for payroll processing functions.
- Generated paper checks for employees and printed stubs for associates who received direct deposits to complete payroll distribution.
Education
High School Diploma -
Greensboro High School
Greensboro, FL06.1990
Skills
- Strategic Vision
- Managing Process Efficiency
- Employee Performance Reviews
- Hiring and Onboarding
- Department Oversight
- Sales Tracking
- Employment Data Tracking
- Termination Documentation
- Promotion Coordination
- In-Person and Telephone Interviewing
- Transfer Coordination
- Hiring and Terminations
- Audit Facilitation
- Quarterly Reviews
Timeline
Regional Experience Manager
Capital City Bank
01.2020 - Current
District Operations Manager
Capital City Bank
01.2017 - 01.2020
Market Leader
Capital City Bank
01.2011 - 01.2017
Lead Teller
Capital City Bank
01.2006 - 01.2011
Personal Banker
Capital City Bank
03.2000 - 01.2006
Teller
Capital City Bank
11.1998 - 03.2000
Payroll Manager
North Florida Medical Centers
May.1992 - Nov.1998
High School Diploma -
Greensboro High School
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