Summary
Overview
Work History
Education
Skills
Languages
Timeline
Stacy Rosales

Stacy Rosales

Bentonville,AR

Summary

Dynamic leader with extensive experience at First Security Bank, excelling in operational efficiency and customer service management. Spearheaded initiatives that significantly enhanced branch productivity and customer satisfaction. Skilled in staff training/development and problem-solving, adept at fostering team collaboration and driving continuous improvement. Achieved a notable reduction in employee turnover, underlining a commitment to employee engagement and development.

Overview

18
18
years of professional experience

Work History

Retail Operations Manager, AVP

First Security Bank
01.2016 - Current
  • Managed budgets effectively by monitoring expenses closely, identifying cost-saving opportunities, and allocating resources strategically.
  • Collaborated closely with other managers to exchange best practices in retail operations management and drive continuous improvement across the organization.
  • Reviewed store sale numbers, cost of inventory, operational expenses and inventory losses.
  • Determined layout of store merchandise for visual appeal to consumers.
  • Improved customer satisfaction ratings with attentive service, prompt issue resolution, and proactive relationship building efforts.
  • Contributed to leadership team for implementing company policies and procedures.
  • Reduced employee turnover rate by fostering a positive work environment and providing ongoing support to staff members.
  • Oversaw all aspects of store operations, ensuring consistent compliance with company policies and industry regulations.
  • Enhanced store productivity by streamlining operational processes and implementing efficient work practices.
  • Conducted performance evaluations for staff members, identifying areas of strength as well as opportunities for improvement and providing targeted coaching accordingly.
  • Championed a culture of continuous improvement within the team by encouraging open feedback, experimentation with new ideas, and learning from both successes and failures.
  • Developed a high-performing team through effective recruitment, training, and mentoring initiatives.
  • Implemented loss prevention measures by conducting regular audits, addressing discrepancies promptly, and reinforcing security protocols among staff members.
  • Provided regular feedback to employees regarding their performance as part of a comprehensive talent development plan focused on individual growth potential.
  • Scheduled employee tasks, conducted performance reviews and executed daily branch operational goals to maximize team productivity.
  • Supported human resources by responding to candidates and prescreening, interviewing and hiring team members.
  • Boosted overall sales performance by identifying opportunities for improvement and implementing targeted sales strategies.
  • Set performance goals for each department within the store to ensure alignment with overall business objectives.
  • Streamlined monthly, quarterly and yearly bank audits, effectively reducing financial discrepancies and risks.
  • Mitigated financial discrepancies and risks by coordinating monthly, quarterly and yearly bank audits.
  • Directed training and performance monitoring for Number staff members.
  • Assisted in recruiting, hiring and training of team members.
  • Scheduled employees for shifts, taking into account customer traffic and employee strengths.
  • Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
  • Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
  • Reported issues to higher management with great detail.
  • Launched staff engagement, gender diversity and cultural programs in addition to robust reporting tool that increased operational quality.
  • Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
  • Interacted well with customers to build connections and nurture relationships.
  • Trained and guided team members to maintain high productivity and performance metrics.
  • Reduced operational risks while organizing data to forecast performance trends.
  • Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
  • Implemented innovative programs to increase employee loyalty and reduce turnover.
  • Streamlined communication channels between departments, facilitating better collaboration on projects across the organization.
  • Successfully managed change within the organization, ensuring smooth transitions during periods of restructuring or process improvements.
  • Promoted and led performance enhancement culture by actively coaching and mentoring direct reports.
  • Analyzed data to identify areas of improvement, implementing changes that resulted in greater operational efficiency.
  • Established policies and procedures that improved operational efficiency within the organization.
  • Fostered a culture of continuous improvement by encouraging feedback from employees at all levels.
  • Led initiatives focused on employee engagement, resulting in higher retention rates and improved workplace morale.
  • Hired and managed Number new managers to drive business growth.

Branch Manager

First Security Bank
07.2013 - 12.2015
  • Continuously monitored branch performance against key performance indicators, taking corrective actions as needed to ensure objectives were met or exceeded.
  • Maintained friendly and professional customer interactions.
  • Improved customer satisfaction ratings by enhancing service quality and resolving client issues promptly.
  • Oversaw daily operations for streamlined efficiency, ensuring timely execution of tasks and optimal resource allocation.
  • Evaluated employee performance regularly through appraisals and feedback sessions to facilitate continuous development of skills and knowledge base within the team.
  • Assessed employee performance and developed improvement plans.
  • Enhanced branch production rates by handling staff conflicts, evaluations, hiring, and termination processes and coaching employees on company protocol and payroll operations.
  • Enhanced staff competency with regular training sessions, boosting productivity levels across the branch operations.
  • Reduced employee turnover by fostering a positive work environment and offering competitive compensation packages.
  • Complied with regulatory guidelines and requirements.
  • Ensured regulatory compliance through diligent adherence to industry standards, guidelines, and company policies.
  • Reduced process bottlenecks by training and coaching employees on practices, procedures, and performance strategies.

Customer Service Representative

First Security Bank
11.2010 - 06.2013
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Responded to customer requests for products, services, and company information.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
  • Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
  • Contributed to sales growth by upselling products and services based on individual customer requirements.
  • Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
  • Exceeded performance metrics consistently, earning recognition as a top performer within the team.
  • Trained new Customer Service Representatives on company policies, procedures, and best practices.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Delivered prompt service to prioritize customer needs.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Maintained up-to-date knowledge of product and service changes.
  • Followed up with customers about resolved issues to maintain high standards of customer service.
  • Promptly responded to inquiries and requests from prospective customers.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
  • Trained new personnel regarding company operations, policies and services.
  • Cross-trained and provided backup support for organizational leadership.
  • Trained staff on operating procedures and company services.
  • Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.

Teller

First Security Bank
09.2006 - 10.2010
  • Balanced cash drawer daily and resolved discrepancies to provide accurate data regarding cash flow.
  • Disbursed cash and checks accurately while maintaining security of cash drawers.
  • Balanced cash drawers daily, identifying discrepancies and taking corrective actions as needed.
  • Processed customer transactions promptly, minimizing wait times.
  • Promoted a welcoming atmosphere in the branch by greeting customers warmly upon arrival and addressing them by name when possible.
  • Assisted customers with account inquiries, resolving issues promptly and professionally.
  • Answered customer inquiries regarding account balances, transaction history, services charges, and interest rates.
  • Managed high-volume transactions efficiently while maintaining attention to detail, ensuring accurate processing for customers.
  • Improved customer satisfaction by providing efficient and accurate transaction processing.
  • Maintained cash drawer accuracy by conducting regular audits and implementing effective cash handling practices.
  • Developed strong relationships with customers through exceptional service, fostering loyalty and trust.
  • Contributed to a positive work environment by demonstrating professionalism, courteousness, and a strong work ethic.
  • Answered telephone inquiries on checking and savings accounts, loans, and lines of credit.
  • Completed highly accurate, high-volume money counts via both manual and machine-driven approaches.
  • Increased cross-selling opportunities by identifying customer needs and recommending appropriate banking products or services.
  • Demonstrated adaptability during peak business hours by multitasking and prioritizing tasks to maintain efficiency and quality of service.
  • Educated customers on use of banking website and mobile apps.
  • Streamlined teller operations by maintaining organized workspaces and adhering to policies and procedures.
  • Maintained up-to-date knowledge of bank products, services, promotions, policies, regulations to better assist customers with their financial needs.
  • Served as primary point of contact for customers, providing assistance with account maintenance and transactions.
  • Supported team members in achieving branch goals through collaboration, communication, and shared responsibilities.
  • Monitored and reported suspicious activity in line with bank security policies.
  • Maintained accurate records of customer transactions in line with bank procedures.
  • Provided training to new tellers on bank procedures, systems, and customer service best practices.
  • Handled complex transactions such as wire transfers or foreign currency exchanges with accuracy and efficiency.
  • Identified sales opportunities and referred customers to branch partners in financial services.
  • Collaborated effectively with other departments as needed to resolve outstanding issues or complete complex tasks for customers.
  • Enhanced branch security through vigilant monitoring of suspicious activities and timely reporting to supervisors.
  • Conducted regular self-assessments of performance to identify areas for growth or improvement within the role of a Teller.
  • Played an active role in community events and initiatives on behalf of the bank, promoting our commitment to local engagement.
  • Maintained friendly and professional customer interactions.
  • Assisted customers with banking needs and inquiries.
  • Executed wire transfers, stop payments and account transfers.
  • Handled various accounting transactions.
  • Counted, verified and handled bank deposits and armored car transactions.
  • Referred customers to other banking departments for specialized services.
  • Monitored and verified suspicious activity on customer accounts.
  • Cross-sold credit cards, loans and other bank products.
  • Processed wide variety of retail banking transactions for personal and commercial customers.
  • Educated customers on online banking and mobile banking applications.
  • Arranged monies received in cash boxes and coin dispensers according to denomination.
  • Received mortgage, loan or public utility bill payments, verifying payment dates and amounts due.
  • Processed applications for new accounts.
  • Received loan and utility payments, sending funds to correct destinations.
  • Established rapport with new clients to increase satisfaction and loyalty.
  • Performed account maintenance by closing out accounts and changing customer addresses.
  • Trained new hires on customer service policies and procedures.
  • Calculated fees due, interest and change for customer transactions.

Education

Not Completed - Business Management

NWACC, Bentonville, AR

Skills

  • Store operations
  • Health and safety
  • Operational Efficiency
  • Store planning
  • Recruitment and hiring
  • Staff Management
  • Staff Motivation
  • Employee Scheduling
  • Operations Oversight
  • Process Improvements
  • Personnel training and development
  • Recruitment and retention
  • Retail Management
  • Assignment Delegation
  • Loss Prevention
  • Teamwork and Collaboration
  • Customer Service
  • Problem-Solving
  • Time Management
  • Attention to Detail
  • Problem-solving abilities
  • Multitasking
  • Reliability
  • Excellent Communication
  • Organizational Skills
  • Team Collaboration
  • Team Leadership
  • Active Listening
  • Effective Communication
  • Decision-Making
  • Adaptability and Flexibility
  • Customer Service Management
  • Relationship Building
  • Effective leader
  • Customer Relations
  • Staff training/development
  • Team building
  • Task Prioritization
  • Employee Motivation
  • Self Motivation
  • Interpersonal Skills
  • Analytical Thinking
  • Operations Management
  • Goal Setting
  • Professionalism
  • Employee Relations
  • Interpersonal Communication
  • Scheduling
  • Hiring and Onboarding
  • Schedule Management
  • Time management abilities
  • Continuous Improvement
  • Management Team Building
  • Adaptability
  • Delegating Work
  • Written Communication
  • Performance Evaluation and Monitoring
  • Staff hiring
  • Customer Retention
  • Training Management
  • Staff Scheduling
  • Employee Development
  • Administrative Management
  • Payroll Administration and Timekeeping
  • Performance Improvements
  • Professional Demeanor
  • Performance Improvement
  • Problem-solving aptitude
  • Records Organization and Management

Languages

Spanish
Native or Bilingual

Timeline

Retail Operations Manager, AVP - First Security Bank
01.2016 - Current
Branch Manager - First Security Bank
07.2013 - 12.2015
Customer Service Representative - First Security Bank
11.2010 - 06.2013
Teller - First Security Bank
09.2006 - 10.2010
NWACC - Not Completed, Business Management

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Stacy Rosales