Sonia Espinoza

• Managed daily operations of the store, including opening and closing procedures.
• Supervised staff to ensure customer satisfaction and proper performance of duties.
• Developed strategies for increasing sales and improving customer service.

drives operations on the sales floor and in the stockroom, while assisting in training associates and delivering a great in-store shopping experiences for customers.

supervise sales reps, monitor performance, run day-to-day operations, and act on the long-term goals set by leadership.

• Pro-actively managing and developing effective client relationships, identifying and managing solutions to meet a wide range of client needs and promoting products and services
• Generating and growing revenue streams through effective client management
• Developing a comprehensive understanding of the client’s financial needs and demonstrating strong product and service knowledge in order to match the bank’s offering with client needs
• Generating new client acquisitions and selling products to new clients; liaising with the sales team to ensure the quality of leads referred is to the required standards
• Maintaining and updating accurate client information; taking ownership of client service requests and enquiries
• Making proactive client calls and responding swiftly to client requests

• Responsible for providing leadership to ensure the store delivers outstanding customer service, meeting all operating objectives, sales, and financial goals
• Maintain outstanding customer service within the store and establish special business relationships with our customers, strengthen rapport with current and new customers
• Established a strong customer service/selling culture to maximize sales
• Market within the community to increase market share and store revenues
• Implement strategies to help meet and exceed store goals
• Manage a team of six employees (schedule work hours, cash, store audits, and shrinkage)
• Interview and hire new personnel, provide on-the-job training, work direction and schedule staff
• Initiate disciplinary action as necessary, assess productivity, and prepare and conduct objective performance appraisals as required
• Ensure compliance with federal, state, and local regulations
• Supervise CSR activities, including but not limited to transaction processing, maintenance of cash drawers, and cash handling procedures
• Recruit, develop, and motivate store employees who exceed internal and external customer expectations
• Coach and develop assistant managers and shift supervisors in accordance with career development plans set by District Manager
• Resolve customer complaints to increase customer satisfaction

• Responsible for providing high quality leadership in business development, service and operations of the branch to ensure the goals and standards were consistently achieved
• Developed and implemented strategies and tactics to grow the branch’s business, while providing superior customer experience to customers on a daily basis
• Provided solutions and resolution for customer service objections
• Deepened client relationships to uncover opportunities
• Cross-sold retail products and programs/services such as consumer, commercial, or mortgage loans, in order to promote TCF as a full-service bank and met targeted department and individual cross-sell and product referral goals
• Coached and motivated team members to create an environment for employees to succeed by encouraging branch contests and corporate sales and incentive programs
• Managed a team of six to eleven employees
• Interviewed and hired new personnel
• Communicated policies and procedures to staff ensuring consistent implementation
• Ensured that all policies were met
• ID guidelines etc.; protecting customer privacy and reducing exposure to losses
• Investigated and resolved special account inquiries including legal transactions requiring coordination with legal counsel, internal support departments, outside attorneys and customers