Hi, I’m
Pialani Mari Reyes Villanueva
Dededo,GU
Summary
Driven Familia Ambassador IV with 6-year track record of successful administrative and operations management. Highly skilled in cultivating and leading high-performance teams focused on exceeding business objectives. Subject Matter Expert in our Familia Ambassador Program.
Overview
12
years of professional experience
Work History
Bank Of Guam
Familia Ambassador I - IV
03.2018 - Current
Job overview
- Immersed in diverse island communities, embracing their culture and sharing my expertise with the team.
- Regularly facilitate communication between branch staff and managers, skillfully resolving conflicts to enhance operational efficiency.
- Nurture over 50 junior team members and counting into subject matter experts through comprehensive training and personalized guidance, resulting in their well-deserved promotions and new career opportunities.
- Diligently review financial transactions to ensure their legality, justifiability, and balance
- Expand the bank’s deposit base by securing new account opportunities and effectively cross-selling products and services.
- Conduct thorough performance evaluations, identifying areas for growth and rewarding team members for achieving significant milestones.
- Actively participate in monthly and annual training sessions, staying abreast of evolving financial trends and maintaining a high level of expertise
- Led training programs for both new hires and existing employees, ensuring consistent adherence to industry best practices across all roles within the branch team.
- Continuously updated knowledge of industry trends, regulations, and competitor offerings to maintain a competitive edge in the banking market.
- Enhanced communication among team members, promoting collaboration and seamless project execution.
Bank Of Guam
Customer Service Associate
03.2016 - 03.2018
Job overview
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Maintained a high level of product knowledge, providing accurate information to customers.
- Achieved consistently high levels of customer satisfaction by prioritizing empathy, patience, and effective problem-solving skills during interactions.
- Balanced cash drawers accurately at the end of each shift, minimizing discrepancies in financial records.
- Learned about customer's financial needs, established trust, and optimized sales opportunities resulting in quality customer service.
- Conducted daily audits of cash drawer, ensuring accuracy and compliance with bank policies.
- Participated in ongoing professional development programs offered by the bank, staying up-to-date with industry trends and enhancing job performance.
Tango Theatres
Senior Staff
10.2011 - 10.2015
Job overview
- Implemented safety procedures and protocols, maintaining a secure environment for staff, performers, and patrons alike.
- Developed and maintained strong relationships with local businesses, securing sponsorships and partnerships for theater events.
- Enhanced patron experience through excellent customer service and timely resolution of issues or concerns.
- Managed purchasing, sales, marketing and customer account operations efficiently.
- Tracked trends and suggested enhancements to both challenge and refine company's product offerings.
- Oversaw box office operations, managing ticket sales processes and ensuring accurate financial reporting.
- Streamlined daily operations for increased efficiency, overseeing staff scheduling, budget management, and facility maintenance.
Education
Okkodo High SchoolDededo, GU
High School Diploma
06.2013
Skills
- Customer Engagement
- Team Management
- Product Knowledge
- Brand Awareness
- Diverse cultural understanding
- Business Development
- Problem-Solving
- Decision-Making
- Team Development
- Project Management
Accomplishments
- 2020 Branch of the Year - Hagatna Branch
- 2022 Best Branch (Emmerich standards, sales, and community involvement) - Pilot Team
- 2022 Best Individual Finalist (Emmerich standards, sales, and community involvement)
Timeline
Familia Ambassador I - IV
Bank Of Guam
03.2018 - Current
Customer Service Associate
Bank Of Guam
03.2016 - 03.2018
Senior Staff
Tango Theatres
10.2011 - 10.2015
Okkodo High School
High School Diploma
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