Martha Pizarro-Lopez
Seattle,WA
Summary
Over 11 years of leadership experience, including 8 years of leadership in finance, and a total of 20+ years in customer-focused roles. Excel delivery of customer service that leads to growth. Adept at fostering professional relationships with customers, colleagues and internal partners to drive success.
Overview
16
16
years of professional experience
Work History
Teller, Lead Teller, Personal Banker, Associate Operations Manager and Associate Branch Manager
Wells Fargo Bank, N.A.
08.2015 - Current
- Assess and develop team through consistent use of leadership activities which has led to an increase in meaningful financial conversations with customers.
- Accountable for Risk Management & Compliance training and adherence to policies and procedures for self and team.
- Act as a resource for team members, colleagues and partners.
- Manage complex customer issues and concerns, and diffuse any potential escalation.
- Collaborating with other team members to achieve individual and team objectives.
Restaurant Manager
Taco Bell
04.2014 - 08.2015
- Managed a team of 20-25 team members, which included a team of 6-8 shift managers
- Oversaw profit and loss by following cash control/security procedures, maintaining inventory, managing labor, reviewing financial reports and taking appropriate corrective actions
- Carefully interviewed, selected, trained, and supervised staff, including shift managers.
- Reduced process bottlenecks by training and coaching employees on practices, procedures, and performance strategies.
Collections Specialist II
Premier America Credit Union
02.2008 - 09.2011
- Assisted operations manager with collections team coaching.
- Handled supervisor calls and complaints from customers.
- Prepared and submitted legal documents to initiate court proceedings.
- Audited and maintained vendor accounts through a variety of programs.
- Established relationships with customers to encourage payment of delinquent accounts.
- Worked with customers to create debt repayment plan based on current financial condition.
- Miscellaneous accounting tasks - Balancing business checking accounts, clearing checks, processing of daily deposits
- On-boarding new personnel and ensured they were up to date with banking and insurance regulations
Skills
Leadership & Development
- Develop teams that consistently engage in financial conversations with customers
- Coach direct and indirect reports based on their individual development plans
- Provide support to colleagues with their career growth and act as resource for them when needed
- Ability to build meaningful professional relationships with team members, colleagues and partners within Wells Fargo
Customer Service and Sales
- Create and execute plans that enhance the customer experience based on reporting, observations and region focus
- Engage internal partners to create effective plans that lead to growth
- Ability to consistently build life-long relationships with customers to get to know them and anticipate their financial needs
Risk Management
- Regularly look for better ways to manage risk by reviewing procedures and adjusting to changes even on short notice
- Coach team members on how to use all resources available to be able to make sound business decisions and minimize loss exposure
- Successfully led teams with multiple new team members to achieve exceptional results during audits through consistent coaching, teaching and mentoring
Awards & Recognition
STARS Team winner Q2 2016 and Q1 2017
STARS Service Excellence winner Q2 2016
STARS Risk Management nomination Q2 2017 and Q3 2018
STARS Service Excellence nomination Q1 2018 and Q2 2018
Promoter Circle for UW Branch Q3 2022, Q1 2023 and Q2 2023
Timeline
Teller, Lead Teller, Personal Banker, Associate Operations Manager and Associate Branch Manager
Wells Fargo Bank, N.A.
08.2015 - Current
Restaurant Manager
Taco Bell
04.2014 - 08.2015
Collections Specialist II
Premier America Credit Union
02.2008 - 09.2011
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