Summary
Overview
Work History
Education
Skills
Affiliations
References
Timeline
Generic

Sheila Menezes

San Jose,CA

Summary

Motivated with 20 years of experience juggling multiple priorities to keep department running smoothly. Communicative team leader possessing outstanding time management and documentation abilities. Polished in overseeing employee performance and guiding and motivating new talent. Excellent customer service, multitasking, and time management abilities. Devoted to giving every customer a positive and memorable experience.

Overview

20
20
years of professional experience

Work History

Assistant Manager

STANFORD CREDIT UNION
Palo Alto, CA
06.2022 - Current
  • Organized schedules, workflows and shift coverage to meet expected business demands.
  • Maintained up-to-date knowledge of company products and services.
  • Monitored employee attendance records, and timekeeping information.
  • Delegated daily tasks to team members to optimize group productivity.
  • Ensured compliance with company policies.
  • Provided guidance and support to junior staff members on daily tasks, projects, and objectives.
  • Mentored staff to enhance skills and achieve monthly sales goals.
  • Coached team members and delivered constructive feedback to promote better productivity and build confidence.
  • Directed and led employees, supervising activities to drive productivity and efficiency.
  • Delegated tasks to team members based upon skill level and to achieve organizational goals.
  • Coordinated with other departments to ensure smooth flow of operations.
  • Assisted supervisor in evaluating employee performance and cultivating improvement initiatives.
  • Organized training sessions for new hires to familiarize them with the workplace environment.
  • Conducted regular performance reviews along with the Manager for employees to identify areas of improvement.
  • Implemented new procedures or systems to improve efficiency within the organization.
  • Analyzed data from surveys or feedback forms to identify opportunities for improvement.
  • Assisted with employee performance evaluations and provided feedback to the Manager so top performers were rewarded to retain quality personnel.
  • Resolved customer inquiries and complaints requiring management-level escalation.
  • Delegated work to staff, setting priorities and goals.
  • Recruited and trained new employees to meet job requirements.
  • Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
  • Reviewed completed work to verify consistency, quality and conformance.
  • Reviewed employee performance and provided ongoing feedback and coaching to drive performance improvement.
  • Interviewed prospective employees and provided input to HR on hiring decisions.
  • Planned and delivered training sessions to improve employee effectiveness and address areas of weakness.

Lead

STANFORD CREDIT UNION
Palo Alto, CA
01.2018 - 05.2022
  • Maintained up-to-date knowledge of company products and services.
  • Delegated daily tasks to team members to optimize group productivity.
  • Assisted with account opening of deposit accounts.
  • Assisted with audit of memberships .
  • Handled the management and monitoring of accounts .
  • Handled all aspects of online banking.
  • Processed IRA and HSA transactions.
  • Updated customer information into the database after verifying its accuracy.
  • Verified identity documents presented by customers before approving any transactions.
  • Assisted customers with opening new accounts, answering inquiries, and processing transactions.
  • Provided customer service by responding to emails and phone calls in a timely manner.
  • Ensured compliance with banking regulations when processing transactions.
  • Researched customer inquiries and resolved issues efficiently.
  • Researched account information regarding loans and deposits.
  • Provided guidance to customers regarding online banking features and functions.
  • Processed loan payments, deposits, transfers, wire funds, and other banking transactions accurately.
  • Assisted customers by phone, by answering banking questions and recommending solutions.
  • Issued debit cards and checks to customers upon request.
  • Maintained an up-to-date knowledge of bank products, services, policies, and procedures.
  • Reviewed customer applications for completeness and accuracy.
  • Identified suspicious activity or fraud attempts on customer accounts.
  • Promoted and sold banking products and financial services.
  • Resolved problems or discrepancies concerning customers' accounts.
  • Leveraged customer service and sales abilities to consistently meet performance goals.
  • Received mortgage and other loan payments, verifying payment dates and amounts due.
  • Processed term deposits, retirement savings plan contributions and mail deposits within processing time limits.
  • Prepared official checks for customer and internal bank needs.
  • Opened new accounts and served existing customers based on individual financial needs.

Digital Banking Advisor

STANFORD CREDIT UNION
Palo Alto, CA
01.2012 - 12.2018
  • Reviewed customer applications and supporting documents to ensure accuracy and completeness.
  • Processed new account openings, including checking for compliance with Anti-Money Laundering rules.
  • Verified customer identity and other relevant information against applicable regulations.
  • Resolved customer queries related to account opening in a timely manner.
  • Facilitated smooth onboarding process for new customers by ensuring all necessary documents are submitted correctly.
  • Provided support to team members whenever required.
  • Developed strategies for improving existing account opening process.
  • Analyzed customer profiles to determine their risk level based on various criteria such as occupation, nationality or source of funds.
  • Ensured accurate data entry into the system by verifying inputted information regularly.
  • Identified any discrepancies between customer application forms, supporting documents and regulatory requirements.
  • Provided guidance on account opening processes to customers and colleagues.
  • Advised clients on account features, benefits, fees, risks associated with different types of accounts.
  • Performed due diligence checks on high risk customers according to AML and KYC policies.
  • Ensured that the company adheres to internal control standards by performing periodic reviews and audits of accounts opened and closed during the period under review.
  • Contributed to improvements in procedures and operations, resulting in better processes for account opening and investment in better account opening platforms.

  • Examined checks for endorsements to verify legality of documents.
  • Alleviated issues quickly by getting in touch with customers and explaining steps for successful resolution.
  • Approached prospective clients through emails and cold calling to consistently meet sales targets.

IRA Specialist

STANFORD CREDIT UNION
Palo Alto, CA
01.2004 - 12.2011
  • Explained various types of IRAs to customers including Traditional, Roth, SEP, HSA plans.
  • Reviewed IRA documents such as beneficiary designations, contributions and distribution requests. for accuracy.
  • Provided technical advice on IRA rules and regulations to clients and internal staff.
  • Monitored IRA accounts to ensure compliance with Federal regulations.
  • Updated account information when changes occurred due to death or divorce settlements involving an IRA holder.
  • Processed applications for new IRA accounts in accordance with established procedures.
  • Assisted in the processing of IRA contributions, transfers, and distributions.
  • Developed educational materials regarding different types of IRAs and how they work.
  • Resolved customer complaints regarding their individual retirement accounts.
  • Conducted research as needed to resolve customer inquiries related to IRAs.
  • Advised customers about contribution limits, withdrawal restrictions and other applicable laws governing IRAs.
  • Ensured that all transactions were processed accurately and in a timely manner according to established guidelines.
  • Responded promptly to customer inquiries via telephone or email regarding their individual retirement accounts.
  • Prepared documentation for rollovers from employer sponsored retirement plans into IRAs.
  • Identified opportunities for process improvement based on feedback from customers.
  • Assisted customers with completing forms required by government agencies such as the IRS or Social Security Administration.
  • Assisted with preparing and processing year end tax forms for IRA and HSA.
  • Completed daily audit of IRA and HSA transactions

Education

Bachelor of Science - Chemistry, Biology And Zoology

Mount Carmel College
India
03-1994

Skills

  • Mentoring and Coaching
  • Recruiting and Interviewing
  • Task Delegation
  • Product and Service Knowledge
  • Employee Scheduling
  • Customer Service
  • Staff Supervision
  • Retail Operations
  • Team Motivation
  • Policy Enforcement
  • Time Management

Affiliations

  • Gardening
  • Yoga
  • Cooking
  • Non profit volunteering

References

References available upon request.

Timeline

Assistant Manager

STANFORD CREDIT UNION
06.2022 - Current

Lead

STANFORD CREDIT UNION
01.2018 - 05.2022

Digital Banking Advisor

STANFORD CREDIT UNION
01.2012 - 12.2018

IRA Specialist

STANFORD CREDIT UNION
01.2004 - 12.2011

Bachelor of Science - Chemistry, Biology And Zoology

Mount Carmel College

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Sheila Menezes