Summary
Overview
Work History
Education
Skills
Certification
Accomplishments
Languages
Timeline
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OLGA FERNANDES

Pawtucket,USA

Summary

Hardworking, highly motivated professional eager to lend combined knowledge and skills to enhance business performance. Operates well in both individual and team capacities, leveraging seasoned work ethic to quickly adapt to different processes and drive company objectives. Resourceful and results-driven with a passion for growth and efficiency to meet company needs and increase service value. Seeking to leverage skills and knowledge to contribute to team success. Highly detail-oriented and professional Branch Manager successful at meeting and exceeding branch goals. Expertise in customer service relations and sales management.

Overview

12
12
years of professional experience
1
1
Certification

Work History

BRANCH MANAGER/ ASSISTANT TREASURER

BayCoast Bank
01.2022 - Current
  • Directed daily branch operations, leading the team to exceed monthly sales goals
  • Stayed abreast of products and services, promotions, and other company initiatives
  • Introduced new products and services to increase customer engagement
  • Implemented corporate culture through reinforcement of quality service and teamwork
  • Enforced branch compliance with audit and regulatory procedures
  • Maintained high level of employee morale to minimize turnover and maximize customer satisfaction
  • Established retail and commercial business through expansion, retention, and development strategies
  • Reviewed employee job performance and contribution during performance appraisal
  • Completed weekly scheduling to maintain adequate teller coverage
  • Coached team to successfully provide solutions and advice to improve client financial well-being
  • Found and attracted new business
  • Established and maintained relationships with individual and business customers and provided assistance with problems these customers may encounter
  • Evaluated data pertaining to costs to plan budgets
  • Recruited staff members and oversaw training programs
  • Oversaw flow of cash and financial instruments
  • Oversaw individual accountability for cash handling
  • Communicated and implemented new ideas and strategies to improve sales, marketing, and staff development
  • Accepted, collected, and reviewed required documents to initiate loan process
  • Drove deposit growth by promoting bank products and services to obtain objectives
  • Maintained friendly and professional customer interactions.
  • Continuously monitored branch performance against key performance indicators, taking corrective actions as needed to ensure objectives were met or exceeded.

ASSISTANT BRANCH MANAGER

BayCoast Bank
10.2020 - 12.2021
  • Assisting in developing new deposit and loan business; providing a superior level of customer relations and promoting a relationship development and service culture through coaching, guidance, and staff motivation
  • Responsible for achieving individual and branch relationship development goals through new business development, referrals and retention of account relationships
  • Assisting in the administration and efficient daily operation of a full-service Branch office, including operations, lending, relationship development, customer service, and security and safety in accordance with the Bank's objectives
  • Maintaining a thorough knowledge of all Bank products, services, policies, regulations and branch systems
  • Effectively engaging with customer inquiries in a courteous and efficient manner
  • Be the face of BayCoast Bank, presenting a professional, friendly and helpful appearance with every interaction
  • Assisting the Branch Manager in establishing growth, relationship development and profit objective for the office; providing input as to these objectives and to the manner in which performance will be measured and controlled
  • Helping to develop and cultivate business contacts in the community
  • Embracing the Bank's commitment to Solutions by seeking and recognizing opportunities to refer our customers and new business to different areas of the Bank
  • Coaching each staff member to provide exceptional service by completing monthly Observations and establishing action plans
  • Coaching staff to help them develop their skills and achieve their goals and assists in the development of career path
  • Exhibit confidence in self and others; inspires and motivates others to perform well
  • Effectively influencing actions and opinions of others
  • Gives appropriate recognition to others
  • Making certain that all office operations are performed in accordance with established Bank policies and procedures, either directly or through appropriate supervisor, i.e
  • End of day settlement, control of vault cash, etc.; makes recommendations for changes, improvements as appropriate
  • Cooperating with participates in, and supports the adherence to all internal policies, procedures and practices in support of risk management and overall safety and soundness and the Bank's compliance with all regulatory requirements and ensures that the office and all personnel adhere to the same
  • Maintaining the Teller Over and Short reporting
  • Assisting in the review of employee performance throughout this performance improvement period
  • Trained and developed new team members in alignment with branch service standards and objectives.
  • Supported the Branch Manager with daily tasks, ensuring smooth branch functioning and effective communication amongst team members.

MERCHANT SERVICES ACCOUNT EXECUTIVE MGR

Citizens Bank
04.2019 - 09.2020
  • Collected various reports and information regarding the client's business by interviewing, shadowing, and analyzing reports
  • Performed initial assessments during meetings with assigned clients
  • Formulated recommendations and effective solutions to improve Business Owners' overall profitability and success
  • Partnered successfully with Bank Alliance to produce positive outcomes
  • Negotiated and finalized contracts with new and existing customers
  • Set Project time line's and kept teams on task to complete milestones according to schedule
  • Cultivated and strengthened lasting client relationships
  • Worked with support teams to resolve issues with products and services
  • Delivered customized and effective solutions to clients that met unique demands
  • Generated and developed leads to acquiring new clients
  • Maintained comprehensive knowledge of Merchant Services to better serve customers and meet demanding sales objectives
  • Trained, coached and mentored bank staff to ensure smooth adoption of new programs and services
  • Worked directly with Branch Managers and Market Managers to achieve goals
  • Mentored junior team members, fostering a culture of continuous improvement and professional growth within the organization.
  • Enhanced customer satisfaction by providing exceptional service and product knowledge.

MERCHANT SERVICES SENIOR BUSINESS CONSULTANT

First Data Corporation
07.2016 - 04.2019
  • Collected various reports and information regarding the client's business by interviewing, shadowing, and analyzing reports
  • Performed initial assessments during meetings with assigned clients
  • Formulated recommendations and effective solutions to improve Business Owners' overall profitability and success
  • Partnered successfully with Bank Alliance to produce positive outcomes
  • Negotiated and finalized contracts with new and existing customers
  • Set Project time line's and kept teams on task to complete milestones according to schedule
  • Cultivated and strengthened lasting client relationships
  • Worked with support teams to resolve issues with products and services
  • Delivered customized and effective solutions to clients that met unique demands
  • Generated and developed leads to acquiring new clients
  • Maintained comprehensive knowledge of Merchant Services to better serve customers and meet demanding sales objectives
  • Trained, coached and mentored bank staff to ensure smooth adoption of new programs and services
  • Worked directly with Branch Managers and Market Managers to achieve goals
  • Mentored junior team members, fostering a culture of continuous improvement and professional growth within the organization.
  • Enhanced customer satisfaction by providing exceptional service and product knowledge.

ASSISTANT BRANCH MANAGER

Webster Bank
01.2013 - 07.2016
  • Developed sales strategy to meet established sales objectives
  • Demonstrated knowledge of branch financial products, including loans and lines of credit
  • Trained and developed new team members in alignment with branch service standards and objectives
  • Built rapport with account holders by reaching out with product recommendations and account updates
  • Supervised a team of 5 branch employees and made recommendations regarding performance evaluations
  • Implemented process improvements to increase productivity
  • Facilitated customer satisfaction by executing personal communication and frequent follow-ups
  • Reviewed credit applications for risk factors and creditworthiness
  • Executed wire transfers, stop payments, and account transfers
  • Answered telephone inquiries on banking products including checking, savings, loans, and lines of credit
  • Collaborated with the compliance department to eliminate procedural errors and margin breaks
  • Contacted potential clients to pursue sales and gather funds
  • Advised clients on a mortgage, educational, and personal loans
  • Scheduled staffing for the main branch
  • Organized financial analysis, market research, and due diligence filings materials for potential investors
  • Met with clients to generate new business and negotiate contracts
  • Coordinated daily cash reconciliation at a high-volume location
  • Collected member loan payments
  • Processed quarterly Vault and ATM audits with a zero error rate
  • Handled various accounting transactions
  • Rapidly and efficiently prepared customer and ATM cash and change orders
  • Opened accounts with a cross sale ratio of 5 products opened
  • Executed customer transactions, including deposits, withdrawals, money orders, and checks
  • Processed exchange and foreign currency
  • Exceeded quarterly sales goals by 150%
  • Assessed clients' financial situations to develop strategic financial planning solutions
  • Established key procedures for teams preparing documentation, models, and presentations
  • Trained and directed 5-7 new hires during department orientations
  • Maintained friendly and professional customer interactions
  • Researched industry competitors and compiled detailed analysis data
  • Pulled daily branch reports
  • Continued education on current banking products and services through bank certification programs
  • Sold cashier's checks, traveler's checks, and money orders
  • Promote teamwork and a positive working environment in order to achieve team goals
  • Assist in the interview selection process under the guidance of the Branch Manager
  • Exceed individual development goals and objectives during 3 consecutive years exceeding 400% monthly individual and branch goals
  • Supported the Branch Manager with daily tasks, ensuring smooth branch functioning and effective communication amongst team members.
  • Trained and developed new team members in alignment with branch service standards and objectives.

TELLER SUPERVISOR

Webster Bank
05.2012 - 12.2013
  • Processed quarterly Vault and ATM audits with a zero error rate
  • Contacted potential clients to pursue sales and gather funds
  • Collaborated with the compliance department to eliminate procedural errors and margin breaks
  • Executed wire transfers, stop payments, and account transfers
  • Trained and directed more than 5 new hires during department orientations
  • Maintained friendly and professional customer interactions
  • Advised clients on a mortgage, educational, and personal loans
  • Assessed clients' financial situations to develop strategic financial planning solutions
  • Executed customer transactions, including deposits, withdrawals, money orders, and checks
  • Pulled daily branch reports
  • Exceeded quarterly sales goals by 100%
  • Created member account profiles on Webster Bank online banking program
  • Handled various accounting transactions
  • Audited financial services clients, including banks and asset management companies
  • Met with clients to generate new business and negotiate contracts
  • Processed exchange and foreign currency
  • Scheduled staffing for the main branch
  • Collected member loan payments
  • Opened accounts with a cross sale ratio of 5 products opened
  • Managed teller schedules, ensuring adequate staffing levels during peak business hours.
  • Oversaw staff training initiatives, ensuring all tellers were knowledgeable about products, services, and operational procedures.

Education

B.S - FINANCE

FEP Universidade Do Porto
Portugal
01.1998

Skills

  • Coaching
  • Sales
  • Development and Execution of Business Development Strategies
  • Client Service
  • Team Building Skills
  • Well-Organized
  • Productivity
  • Knowledge
  • Exceptional Interpersonal Communication
  • Coaching and Mentor
  • Impeccable Work Ethic
  • Deadline-Oriented
  • Lifetime Learner
  • Teamwork
  • Customer satisfaction
  • Telephone
  • Due diligence
  • Branch Operations Management
  • Customer Service
  • Customer Relationships
  • Excellent time management skills

Certification

Notary Public, 62044

Accomplishments

  • Repeatedly received recognition from superiors for excellence in service and implementation of sales initiatives.
  • Supervised team of 4 and more staff members.


Languages

Portuguese
Native or Bilingual
Spanish
Native or Bilingual
French
Limited Working

Timeline

BRANCH MANAGER/ ASSISTANT TREASURER

BayCoast Bank
01.2022 - Current

ASSISTANT BRANCH MANAGER

BayCoast Bank
10.2020 - 12.2021

MERCHANT SERVICES ACCOUNT EXECUTIVE MGR

Citizens Bank
04.2019 - 09.2020

MERCHANT SERVICES SENIOR BUSINESS CONSULTANT

First Data Corporation
07.2016 - 04.2019

ASSISTANT BRANCH MANAGER

Webster Bank
01.2013 - 07.2016

TELLER SUPERVISOR

Webster Bank
05.2012 - 12.2013

B.S - FINANCE

FEP Universidade Do Porto

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