Beatriz Serrato-Foli
St Paul,MN
Summary
Dynamic Branch Manager I at Affinity Plus Federal Credit Union with a proven track record in enhancing member satisfaction and driving revenue growth. Skilled in relationship management and financial services, I successfully improved service quality and optimized operations, resulting in a significant boost in member engagement and loyalty.
Overview
21
21
years of professional experience
Work History
Branch Manager I
Affinity Plus Federal Credit Untion
Saint Paul, MN
01.2023 - Current
- Continuously monitored branch performance against key performance indicators, taking corrective actions as needed to ensure objectives were met or exceeded.
- Maintained friendly and professional member interactions.
- Improved member satisfaction ratings by enhancing service quality and resolving client issues promptly.
- Oversaw daily operations for streamlined efficiency, ensuring timely execution of tasks and optimal resource allocation.
- Enhanced branch visibility and market presence by orchestrating community engagement initiatives.
- Strengthened relationships with members, securing long-term partnerships and driving revenue growth.
- Ensured exceptional customer service, resolving issues swiftly to maintain trust and satisfaction.
- Managed branch financials including budgeting, forecasting, and expense tracking for accurate reporting and decision-making support.
- Interviewed and hired talented individuals with top-level strengths, improving organizational talent, and skill set.
- Developed a high-performing team through targeted recruitment, training, and performance management initiatives.
- Complied with regulatory guidelines and requirements.
- Enhanced staff competency with regular training sessions, boosting productivity levels across the branch operations.
- Optimized branch inventory management practices for improved product availability and reduced stock obsolescence costs.
- Utilized data-driven insights to make informed decisions regarding staffing levels during peak seasons thereby maintaining smooth functioning of branch operations.
- Submitted loan applications to underwriter for verification and recommendation.
- Drove cross-selling efforts by collaborating with various departments within the organization to maximize revenues from existing clients.
- Negotiated with vendors to secure cost-effective solutions for branch operations, significantly lowering overhead costs.
- Coordinated with IT department to enhance cybersecurity measures, protecting customer data and transactions.
- Increased member satisfaction with personalized banking solutions, tailoring services to meet individual financial goals.
Member Consultant III
Affinity Plus Federal Credit Union
Roseville, MN
03.2018 - 12.2022
- Led informative seminars and workshops for prospective clients, showcasing membership features and benefits effectively.
- Managed membership accounts, ensuring accurate billing and timely payments.
- Organized special events designed specifically around member interests which resulted in an increase of overall engagement levels among our community.
- Conducted comprehensive needs assessments to recommend suitable products and services for members.
- Facilitated the onboarding process for new members, providing a seamless transition into their memberships.
- Maintained up-to-date knowledge of industry trends, sharing insights with colleagues to ensure best practices were followed.
- Built lasting partnerships with local businesses that led to cross-promotion strategies benefiting both parties.
- Resolved complex issues promptly, minimizing negative impact on member experience.
- Delivered exceptional customer service, exceeding member expectations consistently.
- Developed strong relationships with members, fostering loyalty and trust.
- Collaborated with team members to achieve shared goals and improve overall performance.
- Analyzed member feedback data to identify opportunities for improvement within the organization''s operations or offerings.
- Built relationships with members and community to promote long term business growth.
- Identified new business opportunities through cold calling, networking, marketing and prospective database leads.
- Met existing members to review current services and expand sales opportunities.
- Contributed to event marketing, sales and brand promotion.
Pro Services Specialist
Lowes Home Improvment
West St Paul MN
02.2007 - 03.2018
- Optimized project management processes to reduce turnaround time, resulting in increased client satisfaction and repeat business.
- Negotiated contracts with clients, working collaboratively to establish mutually beneficial terms and conditions for both parties involved.
- Developed and maintained strong relationships with vendors, ensuring quality products and services at competitive prices.
- Evaluated current industry trends and competitor offerings to remain knowledgeable about best practices within the field of pro services specialization.
- Implemented innovative tools and techniques to increase overall productivity while maintaining high-quality standards in service delivery.
- Improved customer satisfaction by providing timely and accurate service solutions for their professional needs.
- Collaborated with sales team to develop targeted marketing strategies that drove revenue growth for the company.
- Mentored junior staff members, fostering a supportive environment that encouraged continuous learning and skill development for all team members.
- Led team meetings and provided ongoing training to ensure all staff members were up-to-date on product offerings and best practices.
- Streamlined internal processes for increased efficiency in handling client requests and project management.
- Responded to customer requests for products, services, and company information.
- Built and established positive relationships with patrons, team members and supervisors.
- Maximized customer service and satisfaction by providing directions to visitors regarding requested locations, events and landmarks.
- Set up promotional displays and equipment for special events and activities.
- Supervised gameplay and monitored guests' actions to prevent theft.
SOS Coordinator
Lowes Home Improvment
West St Paul . MN
01.2007 - 03.2018
- Entered data, generated reports, and produced tracking documents.
- Enhanced operational workflows by maintaining well-organized documentation systems and updating records accurately as needed.
- Gathered and organized materials to support operations.
- Managed project timelines for successful completion, ensuring milestones were met and deadlines were adhered to.
- Enhanced customer satisfaction by responding promptly to inquiries and addressing concerns professionally.
- Coordinated cross-functional teams, resulting in seamless project execution and enhanced outcomes.
- Coordinated logistics for large-scale events, significantly reducing setup times and eliminating scheduling conflicts.
- Improved team productivity with regular communication and progress updates, fostering a collaborative work environment.
- Managed vendor relationships to secure best quality of services and products for organizational needs.
- Boosted team morale and productivity by organizing team-building activities and maintaining open-door policy for feedback and concerns.
In Home Daycare Provider
Self Employed
Inver Grove Heights, MN
04.2007 - 05.2009
- Provided a welcoming atmosphere where families felt comfortable entrusting their child's care.
- Continually assessed learning materials, toys, and equipment to ensure their safety and effectiveness for child development.
- Implemented emergency preparedness plans and conducted regular drills to familiarize children with safety procedures in case of a disaster or crisis.
- Prepared nutritious meals and snacks adhering to dietary requirements of each child in the daycare setting.
- Developed strong relationships with parents through open communication channels including email updates, phone calls, newsletters, parent conferences or meetings when necessary.
- Organized engaging field trips and group outings to enhance hands-on learning experiences outside the home environment.
- Maintained a clean, safe, and organized space for daily activities, ensuring child safety and comfort.
- Managed daily administrative tasks such as attendance records, incident reports, and parent communication logs.
- Assisted children in developing self-help skills like toilet training, handwashing, dressing independently, and feeding themselves appropriately according to their age level.
- Facilitated creative playtime opportunities by providing a variety of toys, games, art materials, and sensory exploration stations catered to different age groups.
- Adhered to state licensing regulations regarding childcare practices while maintaining up-to-date certifications in CPR/First Aid training courses.
- Collaborated with parents to discuss their child''s progress and share feedback on developmental milestones.
- Maintained group discipline through positive reinforcement, behavior modeling, and collaboration with parents.
- Helped children develop motor skills in preparation for preschool and kindergarten.
- Developed lessons and activities to promote children's physical and emotional development.
- Monitored children's activities to verify safety and wellbeing.
- Encouraged children's emotional and social development.
- Created safe and engaging learning environment for groups of diverse children with various learning styles.
- Handled daily administrative tasks efficiently to minimize time away from children.
- Created and implemented activities to promote language development.
- Logged information regarding naps, feedings, and any medications administered.
Administrative Assistant II
Adults & Childrens Alliance
Little Canada , MN
03.2004 - 02.2007
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Maintained confidentiality of sensitive information by adhering to strict privacy policies and implementing secure filing systems.
- Delivered excellent customer service through prompt responses to client inquiries, addressing concerns effectively, and building strong relationships.
- Ensured accurate record-keeping with diligent data entry and database management for vital company information.
- Promoted a positive work environment through effective communication skills and fostering professional relationships among colleagues.
- Improved document organization with thorough file maintenance, archiving outdated records as necessary for efficient retrieval when needed.
- Supported executive staff through scheduling meetings, coordinating travel arrangements, and preparing crucial documents.
- Optimized calendar management for executives by scheduling appointments strategically while considering priorities and minimizing conflicts.
- Organized office events such as holiday parties or team-building activities, promoting a positive company culture and boosting employee morale.
- Streamlined invoice processing procedures to ensure timely payment of vendors while minimizing errors in financial records.
- Boosted team productivity by managing communication channels and ensuring timely responses to inquiries.
- Maintained confidentiality of sensitive information, adhering strictly to data protection regulations.
- Negotiated with vendors to reduce office supply costs, leveraging bulk purchase agreements.
- Enhanced office environment, organizing spaces for better workflow and employee comfort.
- Managed scheduling for executive team, balancing complex calendars to ensure optimal use of time.
- Monitored office supplies inventory, ensuring availability of essential items without overstocking.
- Managed filing system, entered data and completed other clerical tasks.
- Managed phone and email correspondence and handled incoming and outgoing mail and faxes.
- Assisted coworkers and staff members with special tasks on daily basis.
- Built and maintained excellent customer relationships through timely response to inquiries and going above and beyond to accommodate unusual requests.
- Completed forms, reports, logs, and records to quickly handle all documentation for human resources.
- Opened and properly distributed incoming mail to promote quicker response to client inquiries.
- Established administrative work procedures to track staff's daily tasks.
- Facilitated timely delivery of special projects to meet organizational and departmental objectives.
- Supported company leaders by managing budgets, scheduling appointments and organizing itinerary.
Education
High School Diploma -
St Paul Area Learning Center
St Paul 05-1999
Skills
- Branch operational leadership
- Customer service
- Customer relationships
- Excellent time management skills
- Coaching and mentoring
- Verbal/written communication
- Relationship management
- Decision-making
- Cash handling
- Staff management
- Employee development
- Staff supervision
- Training and development
- Staff development
- Staff recruitment
- Account review
- Proficient in MS office
- Work prioritization
- Goals and performance
- Conflict resolution
- Documentation
- Performance reviews
- Financial services
- Loan documentation
- Community relations
- Revenue generation
- Financial advising
- Shift scheduling
- Risk analysis
- Regulatory compliance
- Financial administration
Timeline
Branch Manager I
Affinity Plus Federal Credit Untion
01.2023 - Current
Member Consultant III
Affinity Plus Federal Credit Union
03.2018 - 12.2022
In Home Daycare Provider
Self Employed
04.2007 - 05.2009
Pro Services Specialist
Lowes Home Improvment
02.2007 - 03.2018
SOS Coordinator
Lowes Home Improvment
01.2007 - 03.2018
Administrative Assistant II
Adults & Childrens Alliance
03.2004 - 02.2007
High School Diploma -
St Paul Area Learning Center