PATRICIA CRUZ
El Cajon
Summary
Senior Operations Manager with extensive experience at Bank of America, specializing in operational analysis and risk assessment. Demonstrated success in process improvement and team leadership, resulting in enhanced efficiency and increased employee engagement. Implemented compliance strategies that significantly reduced operational risks and improved service levels.
Overview
20
20
years of professional experience
Work History
Senior Operations Manager, Prepaid Fraud
Bank of America
El Cajon
03.2023 - 12.2024
- Managed team of over 10 direct reports in fraud claims reviews, identifying process gaps and updating compliance procedures.
- Streamlined operational processes to improve efficiency across multiple departments.
- Analyzed operational data to identify trends, recommending effective process improvements.
- Conducted regular audits of systems and processes to uncover potential issues or risks.
- Executed detailed risk assessments to align processes with business objectives and mitigate operational risks.
- Designed and monitored controls for prepaid operations, achieving notable efficiency improvements and time reductions.
- Acted as subject matter expert, collaborating on process enhancements to elevate service levels.
- Coached junior team members, fostering performance improvement and professional development.
Enterprise Independent Testing Lead, Prepaid Fraud
Bank of America
El Cajon
12.2020 - 02.2023
- Managed testing activities, ensuring alignment with Independent Testing Policies and Standards.
- Led high-performing Prepaid department team, enhancing performance through clear communication and resource allocation.
- Designed and conducted training sessions focused on skills development and operational excellence.
- Fostered continuous improvement culture via constructive feedback and mentorship initiatives.
- Partnered with leadership to devise coaching strategies aligned with organizational objectives.
- Analyzed production and quality control reports to identify improvement opportunities and address skill gaps.
- Executed day-to-day duties accurately and efficiently to maintain operational standards.
- Assisted customers with inquiries, finding creative solutions to enhance satisfaction.
Financial Center Manager
Bank of America
El Cajon
10.2012 - 12.2020
- Managed client escalations and complex needs, developing and executing action plans for Client Service Representatives and Relationship Managers.
- Collaborated with business partners to implement a unified team model.
- Reviewed daily performance metrics, providing coaching and feedback to associates.
- Fostered an inclusive environment for teammates and clients.
- Identified and escalated potential risks, resolving issues promptly.
- Coached associates to meet sales and referral targets consistently.
- Led adherence to bank standards, promoting successful behaviors among staff.
- Oversaw client onboarding, resources, and tools to enhance client experience.
Financial Center Operations Manager
Bank of America
El Cajon
10.2007 - 10.2012
- Implemented risk management strategies to safeguard assets and minimize losses.
- Monitored performance metrics to evaluate operational effectiveness and identify improvement areas.
- Ensured timely service delivery by overseeing customer service levels and response times.
- Guided associates in providing expert customer service during every interaction.
- Collaborated with associates to enhance job performance and operational excellence.
- Analyzed operational data, including sales trends and expenses, to inform business decisions.
- Discussed product knowledge with associates to enable informed customer recommendations.
- Facilitated the creation of valuable customer experiences through associate training.
Teller Operations Manager
Bank of America
El Cajon
02.2005 - 10.2007
- Supervised teller line of five tellers, ensuring compliance with audit guidelines.
- Managed daily cash handling processes, maintaining $50K drawer balance for security.
- Resolved complex service issues and referred customers to appropriate associates.
- Cultivated relationships with banking center customers to enhance satisfaction and retention.
Teller
Bank of America
El Cajon
09.2004 - 02.2005
- Referred three or more clients daily for potential sales opportunities.
- Managed daily cash drawer balancing to ensure accuracy and integrity.
- Assisted management with opening and closing processes to enhance operational efficiency.
- Resolved customer complaints by implementing effective solutions promptly.
- Processed customer transactions, including deposits, withdrawals, and loan payments.
- Provided account inquiries and product information to assist customers effectively.
- Ensured compliance with banking regulations and internal policies consistently.
Education
Bachelor’s degree - business
San Diego State University
San Diego, CAAssociate’s degree - business
Cuyamaca College
El Cajon, CASkills
- Operational analysis and risk assessment
- Compliance and process improvement
- Data analysis and KPI tracking
- Team leadership and coaching
- Effective communication and conflict resolution
- Employee engagement and training development
- Operational excellence and efficiency optimization
- Customer relationship management and teamwork
- Hiring, onboarding, and goal setting
References
References available upon request.
Timeline
Senior Operations Manager, Prepaid Fraud
Bank of America
03.2023 - 12.2024
Enterprise Independent Testing Lead, Prepaid Fraud
Bank of America
12.2020 - 02.2023
Financial Center Manager
Bank of America
10.2012 - 12.2020
Financial Center Operations Manager
Bank of America
10.2007 - 10.2012
Teller Operations Manager
Bank of America
02.2005 - 10.2007
Teller
Bank of America
09.2004 - 02.2005
Bachelor’s degree - business
San Diego State University
Associate’s degree - business
Cuyamaca College