Manager
Theresa Lucero
Century Bank
Espanola,NM
23
years of professional experience
Dedicated Manager with strong ownership and initiative. Built productive working relationships while managing team performance and meeting customer service targets. Focused on maximizing productivity and optimizing procedures in fast-paced, deadline-driven environments.
Work History
Manager
12 Years 1 Month- Led branch operations and reinforced Century Bank service standards.
- Supervised staff scheduling, coaching, and daily workflow priorities.
- Led daily operations across company departments and service priorities.
- Monitored budgets, expenses, and purchasing for organization operations.
- Reviewed performance issues and guided staff through corrective actions.
- Communicated with leadership on company goals, risks, and updates.
- Supported customer concerns and resolved issues for company operations.
- Monitored staff performance and addressed issues.
- Coached, mentored and trained team members in order to improve their job performance.
- Provided leadership during times of organizational change or crisis situations.
- Recruited and hired qualified candidates to fill open positions.
- Conducted regular meetings with staff to discuss progress and identify areas of improvement.
- Assessed team member's skillsets and assigned tasks accordingly for optimal efficiency.
- Led team meetings and one-on-one coaching sessions to continuously improve performance.
- Conducted performance evaluations, providing feedback and coaching for team development.
- Led a team of XX employees, ensuring high productivity and excellent customer service.
- Ensured compliance with industry regulations and company policies.
- Delegated work to staff, setting priorities and goals.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Implemented quality control measures to uphold company standards.
Manage
2 Years 2 Months- Managed staff schedules, workload, and coverage for business needs.
- Developed team procedures aligned with company policies and standards.
- Monitored budgets, expenses, and purchasing for organization operations.
- Reviewed performance issues and guided staff through corrective actions.
- Communicated with leadership on company goals, risks, and updates.
- Improved workflow processes across organization teams and service areas.
- Monitored staff performance and addressed issues.
- Enforced customer service standards and resolved customer problems to uphold quality service.
- Coached, mentored and trained team members in order to improve their job performance.
- Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
- Trained employees on additional job positions to maintain coverage of roles.
- Maintained up-to-date records of employee attendance, payroll information, vacation requests.
- Recruited and hired qualified candidates to fill open positions.
- Conducted regular meetings with staff to discuss progress and identify areas of improvement.
- Conducted performance evaluations, providing feedback and coaching for team development.
- Resolved customer complaints and issues promptly, maintaining a positive brand image.
- Delegated work to staff, setting priorities and goals.
- Implemented quality control measures to uphold company standards.
Assistant Manager
4 Years 1 Month- Explained Century Bank products, fees, and account features to customers.
- Maintained confidential records and followed bank policies and compliance procedures.
- Supervised tellers and guided staff on banking procedures and service standards.
- Resolved customer issues involving accounts, transfers, and branch inquiries.
- Enforced bank policies, security rules, and compliance requirements.
- Coordinated cash handling, vault controls, and drawer balancing tasks.
- Trained new staff on Century Bank systems, forms, and service routines.
- Prepared branch reports and assisted management with scheduling and planning.
- Supervised daily operations including scheduling shifts, assigning duties.
- Maintained up-to-date knowledge of company products and services.
- Monitored employee attendance records, timekeeping, and payroll information.
- Resolved conflicts between team members in an effective manner.
- Collaborated with management on developing strategic plans for achieving business goals.
Personal Banking Representative
2 Years- Answered customer inquiries regarding bank products and services.
- Recommended banking products and services based on customer needs.
- Built and maintained client relationships through quality, personalized interactions.
- Resolved account issues while maintaining professional customer service.
- Supported branch team with opening, closing, and routine teller duties.
- Followed bank policies, security rules, and anti-money laundering procedures.
Teller
1 Year 7 Months- Assisted Valley National Bank customers with deposits, withdrawals, and account inquiries.
- Balanced teller drawer and verified cash totals during daily branch operations.
- Processed checks, money orders, and cashier's checks with careful accuracy.
- Reconciled transactions using Valley National Bank systems and branch records.
- Followed bank policies, security rules, and anti-money laundering procedures.
Education
Skills
Branch operations
Budget oversight
Deposit regulations
Loan assessments
Operational oversight
Risk monitoring
Sales oversight
Customer service
Staff scheduling
Cash handling
Team management
Employee onboarding
Employee coaching
Mentoring programs
Employee development
Performance reviews
Conflict management
Client relations
Strategic decision-making
Timeline
Manager
Century Bank
10.2014 - CurrentRead More
Manage
Century Bank
08.2012 - 10.2014Read More
Assistant Manager
Century Bank
09.2008 - 10.2012Read More
Personal Banking Representative
Century Bank
03.2005 - 03.2007Read More
Teller
Valley National Bank
08.2003 - 03.2005Read More
Farmington High School
05.1985Read More