Sandra Ruiz

• Managed daily operations of branch, overseeing a team of 7 employees

• Developed and implemented strategies to achieve branch sales targets

• Led recruitment and training efforts to build a high-performing team

• Implemented performance metrics and conducted regular performance evaluations for staff members

• Maintained strong relationships with existing clients, ensuring customer satisfaction and repeat business

• Identified new business opportunities and developed strategies to expand client base

• Ensured compliance with company policies, industry regulations, and legal requirements at all times

• Resolved customer complaints or issues promptly, maintaining a high level of customer satisfaction

• Introduced employee recognition programs to boost morale and improve employee retention rates

• Conducted regular meetings with staff members to communicate goals/objectives/expectations

• Increased overall productivity by implementing efficient scheduling practices that optimized staffing levels based on demand patterns

• Led a team of sales representatives, providing guidance, training, and support to achieve individual and team targets

• Managed cash handling procedures accurately, ensuring compliance with internal controls/guidelines

Supported all Marin branches when needed

• Partner with all Branch managers

• Managed daily operations of a busy bank branch, overseeing all aspects of customer service, sales, and team management

• Maintained a strong focus on risk management by ensuring adherence to internal policies/procedures and conducting regular audits

• Built strong relationships with key clients/business partners through proactive communication and personalized service delivery

• Oversaw cash management activities including balancing vault/cash drawers, ordering currency/coin supplies, managing ATM operations etc

• Conducted regular meetings/team huddles to communicate goals/objectives/targets; fostered teamwork/collaboration among staff members

• Mentored/coached team members providing guidance/support for career development resulting in improved employee satisfaction/retention rates

Prepare team for branch closure ( July)

• Closed around 400 safe deposit boxes

• Managed daily operations of a busy bank branch, overseeing all aspects of customer service, sales, and team management

• Oversaw cash management activities including balancing vault/cash drawers, ordering currency/coin supplies, managing ATM operations etc

• Conducted regular meetings/team huddles to communicate goals/objectives/targets; fostered teamwork/collaboration among staff members

• Conducted regular staff meetings to communicate updates on policies/procedures, industry trends, and organizational changes

• Implemented employee recognition programs/incentives resulting in increased motivation/engagement levels among staff members

• Led successful branch audits with zero major findings or compliance issues over the past 9 years through meticulous preparation and adherence to internal controls

• Equip teams with the leadership and training needed to promote positive, individualized experiences for each guest
• Identify swift resolutions to any customer complaints to maximize satisfaction and follow up with customers to ensure retention
• Adjust schedules and staffing to align with new daily, weekly, and monthly needs
• Monitor staff performance and activity to ensure complete audit readiness at all times
• Deliver weekly recaps to district leaders with recommendations for improvement based on performance
• Achieved a 96% audit score with 100% verbals in 2017, a 96% score in 2018, and recognition as best in the region for verbals in 2019
• Earned a 4.54 score for Customer Engagement in Q1 with a 4.73 in Q2
• Define each staff member's role and duties for audit prep by authoring new playbooks
• Gained promotion from Service Manager 1 role due to track record of success and leadership abilities

• Maintained the highest level of accuracy while handling, balancing, and auditing cash drawers
• Coordinated with tellers during the investigation of cash drawer shortages
• Facilitated training sessions which enabled new tellers to succeed
• Verified all customer information during the opening of new accounts
• Awarded with the Star Excellent distinction and multiple Service Excellence Awards

• Leveraged time management and organizational skills to excel within a fast-paced environment
• Monitored staff progress and performance to ensure full compliance with all company standards regarding customer service, cash handling, and resolving customer concerns
• Achieved multiple awards including the Star Excellent and Service Excellence awards

• Drove the creation of positive customer experiences while minimizing any loss or errors during deposits, withdrawals, and payments
• Employed interpersonal and communication skills while resolving customer concerns in a timely manner

• Promoted retention and satisfaction by encouraging an environment which focused on top-tier customer service
• Headed the timely completion of all opening and closing duties as well as daily store maintenance and cleaning
• Employed Taleo/Workday while onboarding new hires
• Promoted staff engagement and satisfaction by determining promotions and decided demotions and terminations based on findings during investigations
• Recognized as 'Star of the Month' for five consecutive months
• Demonstrated continued success while leading teams to achieve high sales goals

• Headed the completion of daily customer service activities while monitoring staff performance to locate and remediate any variance from goal
• Strengthened staff effectiveness using in-depth training sessions and one-on-one coaching

• Managed daily operations of branch, overseeing a team of 7 employees

• Developed and implemented strategies to achieve branch sales targets

• Led recruitment and training efforts to build a high-performing team

• Implemented performance metrics and conducted regular performance evaluations for staff members

• Maintained strong relationships with existing clients, ensuring customer satisfaction and repeat business

• Identified new business opportunities and developed strategies to expand client base

• Ensured compliance with company policies, industry regulations, and legal requirements at all times

• Resolved customer complaints or issues promptly, maintaining a high level of customer satisfaction

• Introduced employee recognition programs to boost morale and improve employee retention rates

• Conducted regular meetings with staff members to communicate goals/objectives/expectations

• Increased overall productivity by implementing efficient scheduling practices that optimized staffing levels based on demand patterns

• Led a team of sales representatives, providing guidance, training, and support to achieve individual and team targets

• Managed cash handling procedures accurately, ensuring compliance with internal controls/guidelines