Summary
Overview
Work History
Education
Skills
Certification
Languages
Timeline
Generic

Omar Ayala

West Dundee,IL

Summary

Proactive Assistant Manager and former bank teller with extensive experience in customer service and staff development. Skilled in managing high-volume work environments, training and onboarding new staff, and creating strategic reports to track business trends. Strong background in compliance, employee performance evaluation, and customer issue resolution. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.

Overview

8
8
years of professional experience
1
1
Certification

Work History

Assistant Manager

Dovenmuehle Mortgage Inc.
09.2017 - 08.2024
  • Production manager in customer service department; coach and develop staff to meet client needs in terms of quality and production.
  • Assist team of 5-8 supervisors in evaluating & cultivating employee performance with regards to KPI's and compliance.
  • Promote and interview new potential candidates to fill open positions.
  • Manage new-hire training and onboarding to keep staff intact with company policies and procedures.
  • Create and utilize several Microsoft-Excel reports to help maintain track of business trends & management strategies.
  • Organized schedules, workflow and shift coverage to meet service level needs.
  • Facilitate staff fmla/loa/bereavement and other Human resource needs with HR.
  • Facilitate updates from operations team and other internal departments such as: Loss Mitigation, bankruptcy, escrow, etc.
  • Assist clients via email correspondence and telephone; both borrower's and lenders.
  • Assist with escalated matters both loan level and client related.

Bank Teller

PNC Bank
03.2016 - 08.2017
  • Managed high-volume transactions during peak hours while maintaining attention to detail, ensuring seamless customer experience.
  • Balanced cash drawers accurately at the end of each shift.
  • Answered customer inquiries regarding account balances, transaction history, services charges, and interest rates.
  • Answered telephone inquiries on checking and savings accounts, loans, and lines of credit.
  • Resolved customer issues promptly, fostering positive relationships between the bank and its clients.

Education

Associate of Applied Science - Not Yet Graduated.

Elgin Community College
Elgin, IL

High School Diploma -

Jacobs High School
Algonquin, IL
05.2012

Skills

  • Customer Relations
  • Team motivation
  • Staff Training and Development
  • Staff Supervision
  • Task Delegation
  • Employee Scheduling
  • Customer rapport
  • Recruiting and interviewing
  • Sales Strategies
  • Compliance understanding
  • Strategic Planning
  • Staff Development
  • Policy Enforcement

Certification

Six Sigma Yellow belt.

Languages

Spanish
Professional Working

Timeline

Assistant Manager

Dovenmuehle Mortgage Inc.
09.2017 - 08.2024

Bank Teller

PNC Bank
03.2016 - 08.2017

Associate of Applied Science - Not Yet Graduated.

Elgin Community College

High School Diploma -

Jacobs High School

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Omar Ayala