Oscar Mercado
Laredo,TX
Summary
Dynamic banking professional with extensive experience at Wells Fargo, excelling in cash handling and relationship building. Proven track record in enhancing customer satisfaction and mentoring teams to achieve performance goals. Adept at regulatory compliance and quality assurance, consistently driving operational excellence and fostering a collaborative work environment.
Overview
13
13
years of professional experience
Work History
Teller
Wells Fargo
Laredo, Texas
06.2016 - Current
- Offered every customer exceptional service levels by remaining friendly and professional during every transaction.
- Resolved customer complaints quickly and efficiently in order to maintain positive relationships with clients.
- Identified opportunities to refer customers to other areas of the bank for additional services.
- Adhered strictly to all security procedures related to handling money at the teller window.
- Promoted facility security by monitoring customer behaviors and following established protocols to protect individuals and assets.
- Collaborated with team members to maintain branch operations.
- Built and maintained client relationships through quality, personalized interactions.
- Mentored junior staff, providing guidance on best practices and career development.
- Monitored staff performance and addressed issues.
- Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
- Provided leadership during times of organizational change.
- Supervised daily operations of teller line and ensured compliance with bank policies.
- Trained and mentored new tellers on customer service and cash handling procedures.
Teller Supervisor
IBC Bank
Laredo, Texas
08.2013 - 05.2016
- Supervised daily teller operations and ensured compliance with bank policies.
- Managed cash drawer audits and resolved discrepancies efficiently.
- Assisted customers with account inquiries and transaction processing promptly.
- Provided daily supervision and guidance to teller staff, ensuring compliance with bank policies and procedures.
- Managed and balanced cash vault, audits, and general ledger accounts.
- Provided coaching and mentoring to individual team members; facilitated team building activities.
- Established goals and objectives for the branch; monitored progress against those goals regularly.
- Oversaw cash handling activities, including ordering cash from the vault and preparing shipments for the Federal Reserve.
- Coordinated with other bank departments to streamline customer transactions and improve service delivery.
- Acted as pivotal point of contact between bank branches regarding guidelines and practices.
- Managed daily operations within assigned branch locations; provided support during peak times or absences.
- Leveraged customer service and sales abilities to consistently meet performance goals.
Customer Service Representative
Convergys
Laredo, Texas
02.2012 - 08.2013
- Assisted customers with inquiries and resolved issues efficiently.
- Managed customer accounts and updated relevant information accurately.
- Explained product features and services to enhance customer understanding.
- Collaborated with team members to improve service delivery processes.
- Handled high-volume calls while maintaining professionalism and composure.
- Answered customer inquiries and provided accurate information regarding products and services.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
Education
High School Diploma -
Lyndon B Johnson High School
Laredo05-2011
Skills
- Cash handling
- Customer service
- Transaction processing
- Regulatory compliance
- Financial reporting
- Performance management
- Team leadership
- Conflict resolution
- Relationship building
- Staff training
- Time management
- Quality assurance
Accomplishments
- Wells Fargo 2019 Golden Spoke Award
Languages
English
Native/ Bilingual
Spanish
Native/ Bilingual
Timeline
Teller
Wells Fargo
06.2016 - Current
Teller Supervisor
IBC Bank
08.2013 - 05.2016
Customer Service Representative
Convergys
02.2012 - 08.2013
High School Diploma -
Lyndon B Johnson High School