Tanya Moreno
Chula Vista,CA
Summary
Experienced Operations & Sales Leader with 16+ years of proven leadership excellence. Top performer with a track record of exceeding customer expectations and consistently surpassing sales goals. Influential leader who builds agile teams through effective communication, professional development, and change management. Creates a culture of empowerment and trust within the organization. Possesses exceptional interpersonal skills that provide first-rate customer service to clients, business partners, and team members within the community. Highly successful in training and motivating employees, coaching them to become top performers. Committed to upholding the highest levels of ethical, professional, and personal excellence.
Overview
18
18
years of professional experience
Work History
Branch Manager
Cabrillo Credit Union
01.2022 - 05.2022
- Lead and developed successful teams by ensuring that all branches consistently achieved their objectives while maintaining a positive morale, track record for growth, ethical business practices, and demonstrating a commitment to diversity and respect for others
- Evaluated employee performance regularly through appraisals and feedback sessions to facilitate continuous development of skills and knowledge base within the team. This includes industry-leading digital capability*es and a wealth of proprietary research and analytics and possessed strategic thinking, leadership, teamwork, and interpersonal communication skills.
- Passionately conduct community outreach by educating and strengthening our potential and current member base to make informed decisions on financial goals and understanding credit (Chamber of Volunteers of America, El Centro Air Show, Recruiting offices for all branches of the government)
- Enhanced branch production rates by handling staff conflicts, evaluations, hiring, and termination processes and coaching employees on company protocol and payroll operations.
- Excellent computer skills; experience in financial software, Microsoft Office Suite
- Exceptional knowledge of banking, finance, accounting, budgeting, cost accounting, goal setting, and cost control principle
- Skilled in team engagement, human resource management, and the hiring process
- Described by superiors as a winning goal-achiever in the face of obstacles
- Collaborated with senior leadership team to develop a culture of Diversity and Inclusion, creating high-engagement teams, and empowering employees in decision-making and problem-solving.
- Continuously monitored branch performance against key performance indicators, taking corrective actions as needed to ensure objectives were met or exceeded.
Branch Manager
Navy Federal Credit Union
12.2015 - 08.2021
- Developed, strategized, and lead cross-functional teams in a continuous effort to improve member experience resulting in deeper member relationships
- Ranked as #2 Branch (out of 450) based on member service satisfaction, sales, and operations 2020, and 2021
- Analyzed market trends as well as relative performance versus competitors
- Partnered with influential key business leaders in the development of business strategy by collectively executing sales goals and continuously exceeding quarterly sales and service targets by an average of 30% YOY
- Led 2 branches to top 2 ranking in the entire company In 2021, 2020, and 2019
- Coached, mentored, and developed managers, and assistant managers throughout three regions while running a successful branch
- Promoted several team members to leadership roles within the San Diego South Region
- Built highly engaged teams that contributed to 0% turnover year over year and engagement index scores of 100% two years running
- Successfully staffed and opened several new branches in 2019 and 2020 throughout San Diego County, one of which was a top-performing branch within 9 months of opening its doors
- Achieved the San Diego South Branch of the Quarter award for Q1, Q2, and Q3 2020 by exceeding sales targets while maintaining exceptional member service
- Lead the region's Operations Team to ensure all branches are in compliance and mitigating risk.
- Developed a high-performing team through targeted recruitment, training, and performance management initiatives.
- Complied with regulatory guidelines and requirements.
Vice President, Banking Center Manager
Bank of America
10.2004 - 01.2014
- Executed annual branch-level financial plans to ensure that budgeted financial performance exceed company expectations
- Lead and inspired staff of 20+ employees including Assistant Banking Center Manager, Teller Operations Specialist, Personal Bankers, Tellers, and Mortgage Loan Office
- Actively lead employees by regularly conducting performance reviews, and assessments, providing feedback, and creating individual development plans
- Exceeded branch goals including auto loans, home loans, new accounts, and credit cards by 25% year over year
- Responsible for managing and motivating the team to deliver an exceptional customer experience; leading by example
- Coached and developed employees to identify banking center roles, behaviors, and routines to drive the banking center's success
- Lead the market/region on operational excellence with continuous audit scores of 100%
- Accurate and timely completion of daily operations including Banking Center Control Review (Audits)
- Publicly recognized by the organization by consistently obtaining the award of excellence in every role held and invited to executives' annual top 5% producers.
- Cultivated strong relationships with key stakeholders, including customers, vendors, regulators, and community leaders to promote collaboration and long-term success.
- Championed talent development programs, promoting employee engagement and retention while enhancing overall workforce capabilities.
Education
Master of Arts - International Buisness
Universidad De Guanajuato
05.2000
Skills
- Branch Operations Management
- Customer Service
- Customer Relationships
- Excellent time management skills
- Coaching and Mentoring
- Decision-Making
Languages
Spanish
Native or Bilingual
Timeline
Branch Manager
Cabrillo Credit Union
01.2022 - 05.2022
Branch Manager
Navy Federal Credit Union
12.2015 - 08.2021
Vice President, Banking Center Manager
Bank of America
10.2004 - 01.2014
Master of Arts - International Buisness
Universidad De Guanajuato
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