Paola Silva
South San Francisco,CA
Summary
Results-driven Lead Financial Service Representative with strong expertise in customer service, financial transactions, and team support. Proven ability to train and onboard new employees, conduct audits, and resolve escalated member concerns. Known for accuracy, attention to detail, and fostering a collaborative team environment while delivering exceptional member experiences.
Overview
12
12
years of professional experience
Work History
Lead Financial Service Representative
Monterra Credit Union
San Mateo
03.2024 - Current
- Conduct monthly branch audits to ensure compliance with policies and procedures.
- Train and onboard new employees, providing guidance on systems, processes, and member service standards.
- Handle escalated member concerns, resolving issues professionally and efficiently.
- Support teller line operations as needed to maintain a smooth workflow and service levels.
- Manage and balance assigned cash with a high level of accuracy and accountability.
- Coach and support tellers in identifying cross-selling opportunities to promote financial products and services.
Financial Service Advisor
Monterra Credit Union
San Mateo, California
10.2022 - 03.2024
- Provide members with guidance on financial products, services, and account options
- Educate members on loan products and credit solutions to support informed decision-making
- Analyze member needs and recommend appropriate financial solutions
- Stay up to date on changing financial products, policies, and economic conditions through ongoing training
- Support team knowledge-sharing and contribute to a collaborative work environment
Financial Service Representative
Monterra Credit union
San Mateo, California
07.2022 - 10.2022
- Process deposits, withdrawals, and loan payments with high accuracy
- Balance cash drawer daily and maintain precise financial records
- Deliver excellent service by assisting walk-in members and addressing inquiries
- Explain financial products, services, and fees clearly to members
- Route complex requests to appropriate departments efficiently
Assistant Manager
Demasqe
San Bruno, California
03.2014 - 10.2021
- Led, trained, and developed a team of 10+ employees to improve performance and customer satisfaction
- Conducted interviews and participated in hiring decisions
- Created efficient workflows and reorganized departments to increase productivity
- Managed staff schedules to ensure proper coverage and smooth operations
- Oversaw inventory management, shipments, and store organization
Receptionist
Valente Marini Perata
San Francisco, California
05.2015 - 02.2017
- Managed front desk operations and maintained customer records
- Coordinated logistics and scheduling for services
- Answered and directed high-volume phone calls professionally
Education
GED -
Serramonte Del Rey
Daly City 05-2010
Some College (No Degree) -
Skyline College
San Bruno, CASkills
- Customer Relations & Member Experience
- Cash Handling & Financial Transactions
- Loan Products & Account Services
- Problem Resolution
- Team Building & Leadership
- Training & Development Support
- Analytical & Writing Skills
- Microsoft Office & MAC/PC Systems
- Typing Speed: 45 WPM
- Bilingual: Spanish & English
Languages
Spanish
Native/ Bilingual
Timeline
Lead Financial Service Representative
Monterra Credit Union
03.2024 - Current
Financial Service Advisor
Monterra Credit Union
10.2022 - 03.2024
Financial Service Representative
Monterra Credit union
07.2022 - 10.2022
Receptionist
Valente Marini Perata
05.2015 - 02.2017
Assistant Manager
Demasqe
03.2014 - 10.2021
GED -
Serramonte Del Rey
Some College (No Degree) -
Skyline College