Robin Caracoza
Birmingham,AL
Summary
Dynamic training and development professional with a strong track record of enhancing team capabilities through innovative training solutions. Expertise in designing and implementing impactful training programs that significantly boost employee performance, complemented by a collaborative approach thriving in fast-paced environments. Recognized for exceptional communication and problem-solving skills, adept at conducting personal and group training sessions on diverse topics. Eager to leverage 11 years of experience in a challenging long-term role that fosters growth and development.
Overview
15
15
years of professional experience
Work History
Universal Branch Support Trainer
America's First Federal Credit Union
Birmingham, AL
10.2018 - Current
- Implemented comprehensive training sessions for new hires and staff in transition, focusing on operational efficiency and customer service excellence.
- Developed and implemented training programs aimed at enhancing employee skills and overall performance.
- Facilitated communication between branches to ensure consistent adherence to policies and procedures.
- Delivered high-quality support to internal and external stakeholders by efficiently resolving escalations.
- Conducted thorough loan underwriting to ensure compliance with established lending guidelines.
- Oversaw operational functions including ATM maintenance, account opening processes, and accurate balancing of money counters.
- Maintain NMLS registration.
- Designed and implemented training programs for new staff to enhance product and service knowledge.
- Partnered with management to assess training requirements and develop customized learning materials for varied audiences.
- Assessed training needs through surveys and feedback, tailoring programs accordingly.
- Served as a subject matter expert within the organization, providing guidance to colleagues on various support processes and procedures.
Member Service Representative
Navy Federal Credit Union
Fountain Valley, CA
01.2015 - 09.2018
- Managed member account openings and maintenance to ensure seamless service delivery.
- Assisted in managing cash drawer operations with accuracy. Processed daily deposits and transactions efficiently.
- Provided expert guidance to members on loan account management and financial product options.
- Delivered exceptional member service by resolving inquiries and providing financial product guidance.
- Performed comprehensive transaction audits to ensure adherence to regulations and reduce discrepancies.
- Resolved member inquiries to enhance satisfaction and improve service quality.
- Maintain NMLS registrations and MLO status
Quick Service Food Cashier
Disneyland Resort
Anaheim, CA
04.2011 - 09.2014
- Processed customer transactions efficiently using point-of-sale systems.
- Maintained cleanliness and organization of food service areas to enhance guest experience.
- Assisted team members in training on cash handling procedures and customer service best practices.
- Resolved guest inquiries and complaints to ensure satisfaction and foster positive experiences.
- Collaborated with kitchen staff to streamline order processing and minimize wait times.
- Mentored new cashiers on operational protocols and Disney's service standards for consistency.
- Resolved customer complaints independently or with aid of supervisor.
- Maintained a clean and organized workspace, contributing to a positive customer experience.
Education
Associate of Science - Career And Technical Education
Jefferson State Community College
Birmingham, AL06-2028
High School Diploma -
Garden Grove High School
Garden Grove, CASkills
- Customer relationship development
- Staff Training and Development
- Branch Operations
- Regulatory Compliance
- Problem Solving and Resolution
- Microsoft Office Proficiency
- Verbal and Written Communication
- Cross-Functional Collaboration
- Cash transaction processing
- Feedback delivery
- Training delivery
- Task delegation
Timeline
Universal Branch Support Trainer
America's First Federal Credit Union
10.2018 - Current
Member Service Representative
Navy Federal Credit Union
01.2015 - 09.2018
Quick Service Food Cashier
Disneyland Resort
04.2011 - 09.2014
Associate of Science - Career And Technical Education
Jefferson State Community College
High School Diploma -
Garden Grove High School