Telma Cruz
Business Administration.
Clinton,MD
Summary
Knowledgeable and dedicated customer service professional with extensive experience in Banking industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
15
15
years of professional experience
6
6
years of post-secondary education
2
2
Languages
Work History
Sales and Service Specialist
Fulton Bank of NJ
Clinton, MD
2023 - Current
- Cross-sold wide range of services and products to increase new business and expand existing customer relationships.
- Collected cash and checks for deposit or processed withdrawals by examining checks for endorsements, verifying amounts, inputting into computer systems and printing receipts.
- Presented products and services to customers using in-depth knowledge to answer questions.
- Opened new accounts and made changes to existing accounts.
- Identified customer desires and goals through needs-based sales tactics.
- Counted currency, coins and checks in cash drawer, night depository and ATM.
- Supported tellers by processing transactions involving money orders, cashiers checks and payments.
- Assisted customers with banking needs and inquiries.
- Cross-sold credit cards, loans and other bank products.
- Maintained friendly and professional customer interactions.
- Performed account maintenance by closing out accounts and changing customer addresses.
- Educated customers on online banking and mobile banking applications.
- Established rapport with new clients to increase satisfaction and loyalty.
Team Supervisor
Clean Advantage/Woodley Park Towers.
Washington, DC.
08.2006 - Current
- Assigned housekeeping staff to specific shifts and room blocks based on abilities and daily requirements.
- Trained and mentored all new personnel to maximize quality of service and performance.
- Drove improvements to workflow and room turnover with hands-on, proactive management style.
- Increased employee performance through effective supervision and training.
- Improved process efficiency through effective inventory control in alignment with client standards.
- Worked with front desk to respond promptly to all guest requests.
- Maintained controls over expenses and inventory for optimal budget tracking.
- Completed schedules, shift reports and other business documentation.
- Placed orders for housekeeping supplies and guest toiletries.
- Communicated repair needs to maintenance staff.
- Coordinated daily workflow through task prioritization and concise scheduling.
- Maintained required records of work hours, budgets and payrolls.
- Evaluated employee performance and recommended promotions, transfers and dismissals.
- Selected most suitable cleaning materials for different types of linens, furniture, flooring and surfaces.
- Drove continuous commitment to product quality and safety, reducing downtime and overtime with effective budgeting and assignation of talents as well as resources.
- Monitored priorities and liaised between maintenance team and management, delegating tasks to complete on time.
- Created and implemented training programs to enhance employee performance.
- Identifying and resolving workplace problems, including tardiness or absenteeism.
- Maintain the garbage and bulk trash collection service up to date.
- Maintain satisfactory relationships and communication between property manager, residents and employees.
Assistant Manager
Green Castle/Bestway
Silver Spring, MD
09.2002 - 12.2008
- Ensuring company policies are followed.
• Optimizing profits by controlling costs.
• Hiring, training and developing new employees.
• Resolving customer issues to their overall satisfaction.
• Maintaining an overall management style that follows company best practices.
• Providing leadership and direction to all employees.
• Ensuring product quality and availability.
• Preparing and presenting employee reviews.
Working closely with the store manager to lead staff.
• Overseeing retail inventory.
• Assisting customers whenever necessary.
• Organizing employee schedule.
• Ensuring that health, safety, and security rules are followed.
• Taking disciplinary action when necessary.
• Ensuring a consistent standard of customer service.
• Motivating employees and ensuring a focus on the mission.
• Maintaining merchandise and a visual plan.
• Maintaining stores to standards, including stocking and cleaning.
• Completing tasks assigned by the general manager accurately and efficiently.
• Supporting store manager as needed. - Strengthened merchandising and promotional strategies to drive customer engagement and boost sales.
- Developed loyal and highly satisfied customer base through proactive management of team customer service strategies.
- Generated repeat business through exceptional customer service and responded to customer concerns with friendly and knowledgeable service.
- Strengthened operational efficiency to remain cost-effective while maintaining quality service.
Branch Manager
Banco Salvadoreño S.A. De C.V.
Santa Rosa De Lima, El Salvador, C.A., La Union.
1996 - 2002
- Supervised opening and closing procedures for office and vault.
- Coached associates to boost sales and service goals.
- Oversaw, implemented and monitored sales and marketing activities to achieve sales goals.
- Monitored banking associates for customer service.
- Coached and counseled community banking associates to boost performance.
- Maintained cash levels following procedures and policies.
- Kept up-to-date and accurate funding accounts for internal departments, key programs and special projects.
- Developed strategic plans for day-to-day financial operations.
- Developed and implemented marketing and business plans.
- Validated existing accounting management and reporting systems to assess quality and conformance, identify problems and implement corrective actions.
- Complied with established internal controls and policies.
- Supported financial director with special projects and additional job duties.
- Performed routine closings, maintained clean, accurate and accessible records and kept close eye on transaction updates throughout each quarter.
- Prepared internal and regulatory financial reports, balance sheets and income statements.
- Established and checked coding procedures, monitored reports and updated internal files.
- Established and enforced internal controls, workflows and policies for tracking, reconciling and reporting on accounting activities.
- Identified improvement changes regarding key processes for internal controls and accounting procedures.
- Provided leadership and direction to grow team portfolio and increase revenue.
- Met with customers to assess needs and propose customized solutions.
- Delivered exceptional experience and maintained productive relationships with area small businesses.
- Structured and finalized secured and unsecured loans.
- Performed banking, business administration and financial tasks to guarantee five-star service for clients.
Education
BBA - Bachelor's Business Administration.
University Gerardo Barrios
San Miguel, CA 06.1997 - 01.2000
Bachelor of Business Administration - Bachelor's Business Administration.
Liceo Francisco Gavidia
San Miguel, CA 01.1994 - 10.1996
Adult And Continuing Education
Prince Georges Community College
301 Largo Road Largo, MD 20774 04.2022 - Current
GED -
Kenmore
200 S Carlin Springs Rd, Arlington, VA 22204 05.2013 - 11.2013
Skills
Employee evaluations
undefinedTimeline
Sales and Service Specialist
Fulton Bank of NJ
2023 - Current
Adult And Continuing Education
Prince Georges Community College
04.2022 - Current
GED -
Kenmore
05.2013 - 11.2013
Team Supervisor
Clean Advantage/Woodley Park Towers.
08.2006 - Current
Assistant Manager
Green Castle/Bestway
09.2002 - 12.2008
BBA - Bachelor's Business Administration.
University Gerardo Barrios
06.1997 - 01.2000
Branch Manager
Banco Salvadoreño S.A. De C.V.
1996 - 2002
Bachelor of Business Administration - Bachelor's Business Administration.
Liceo Francisco Gavidia
01.1994 - 10.1996
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