Reina Guevara
Summary
Customer-focused professional with 19 years of experience in client-facing roles, specializing in delivering high-quality customer experiences, conflict resolution, and team leadership. Proven ability to drive customer satisfaction, improve retention rates, and lead teams to exceed sales and service goals. Skilled in identifying customer needs, implementing efficient service strategies, and leveraging technology to optimize customer interactions.
Overview
19
19
years of professional experience
Work History
Member Relationship Team Lead (Assistant Branch Manager)
Signal Financial Federal Credit Union
06.2019 - 12.2024
- Led a team to exceed customer satisfaction goals, improving ratings by 20% through enhanced service strategies
- Managed daily operations, ensuring a 98% compliance rate in audits and operational procedures
- Trained and mentored employees, increasing team efficiency and reducing customer complaints by 30%
- Drove sales initiatives, leading the branch to exceed monthly, quarterly, and annual revenue targets by 10%
- Served as a branch ambassador at community events to enhance brand visibility
Branch Sales & Service Assistant Manager
PNC Bank
11.2013 - 05.2019
- Improved client retention by 25% by implementing personalized banking solutions and relationship management techniques
- Supervised staff training and development to enhance customer service quality
- Managed branch performance, ensuring consistent achievement of sales and service goals
- Served as a branch ambassador at community events to enhance brand visibility
Relationship Banker
Capital One Bank
08.2012 - 10.2013
- Developed financial solutions, increasing new client acquisition by 18%
- Assisted customers with complex account issues, ensuring a 95% resolution success rate on the first contact
Personal Banker
Wells Fargo Bank
05.2011 - 08.2012
- Strengthened customer relationships by offering customized financial solutions, leading to a 10% boost in service adoption
- Served as a branch ambassador at community events to enhance brand visibility
Assistant Branch Manager
M&T Bank
10.2005 - 05.2011
- Oversaw branch operations, maintaining high service standards and operational efficiency
- Led business development initiatives, increasing branch revenue by 12% year over year
Education
Certificate - Business Administration
Northern Virginia Community College
Skills
- Customer Satisfaction & Retention
- Conflict Resolution & Problem-Solving
- Leadership & Team Development
- Sales & Cross-Selling Strategies
- Process Improvement & Operational Efficiency
- Banking Software (Fiserv)
Languages
- English, Fluent
- Spanish, Fluent
Timeline
Member Relationship Team Lead (Assistant Branch Manager)
Signal Financial Federal Credit Union
06.2019 - 12.2024
Branch Sales & Service Assistant Manager
PNC Bank
11.2013 - 05.2019
Relationship Banker
Capital One Bank
08.2012 - 10.2013
Personal Banker
Wells Fargo Bank
05.2011 - 08.2012
Assistant Branch Manager
M&T Bank
10.2005 - 05.2011
Certificate - Business Administration
Northern Virginia Community College
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