Veronica Batista
Queens,NY
Summary
Dynamic banking professional with extensive experience at Cross County Savings Bank, excelling in branch operations management and customer service. Proven track record of enhancing customer satisfaction and driving revenue growth through strategic planning and staff development. Skilled in risk mitigation and decision-making, fostering a culture of innovation and operational excellence.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Branch Manager
Cross County Savings Bank
09.2017 - Current
- 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.
- Managed daily branch operations for optimal efficiency and performance, resulting in improved customer experiences.
- Led a team of banking professionals, providing regular coaching and development opportunities for career growth.
- Maintained confidentiality of bank records and client information to prevent mishandling of data and potential breaches.
- Promoted a culture of innovation by encouraging staff to share ideas and solutions that improved overall branch operations and customer service levels.
- Enhanced employee engagement by organizing team-building activities, training sessions, and open communication channels within the branch.
- Improved cash management procedures, ensuring accurate cash handling practices across all transactions within the branch.
- Optimized staff productivity through effective scheduling, task delegation, and performance monitoring.
- Boosted branch revenue through targeted marketing campaigns aimed at attracting new clients and retaining existing ones.
- Oversaw employee recruitment processes to ensure hiring of qualified candidates who contributed positively to the bank''s goals and culture.
- Strengthened cross-selling initiatives by identifying customers'' financial needs and recommending suitable products or services.
- Increased customer satisfaction by implementing new service protocols and streamlining branch operations.
- Collaborated with senior management to develop strategies for increasing market share and overall profitability.
- Complied with regulatory guidelines and requirements.
- Established internal audit procedures to validate and improve accuracy of financial reporting.
- Developed strategic plans for day-to-day financial operations.
Assistant Branch Manager
Cross County Savings Bank
12.2012 - 08.2017
- Supported the Branch Manager with daily tasks, ensuring smooth branch functioning and effective communication amongst team members.
- Trained and developed new team members in alignment with branch service standards and objectives.
- Monitored daily branch activities, quickly identifying areas requiring improvement or corrective action to maintain operational excellence.
- Oversaw successful completion of internal audits with minimal findings, demonstrating strong adherence to bank policies and regulations.
- Responded to customer concerns, working with manager to significantly raise customer satisfaction ratings.
- Supervised and evaluated staff to help improve skills, achieve daily objectives, and attain advancement.
- Trained and mentored new employees, fostering a positive work environment that led to higher retention rates.
- Assisted in creating a welcoming branch atmosphere by maintaining cleanliness, organization, and visually appealing displays of promotional materials.
- Built rapport with account holders by reaching out with product recommendations and account updates.
- Assisted in achieving branch sales goals by identifying potential cross-selling opportunities and promoting bank products and services.
Head Teller Supervisor
Valley National Bancorp
12.2008 - 12.2012
- Oversaw currency shipments and deposits while adhering to strict safety guidelines.
- Replenished ATM funds in empty canisters prior to validation process.
- Managed high-volume cash transactions daily, maintaining accuracy and efficiency under pressure.
- Assisted customers with account inquiries, resolving issues promptly to ensure satisfaction.
- Developed strong rapport with customers by actively listening, addressing concerns promptly, and providing tailored solutions.
- Provided support during audits, gathering necessary documentation and demonstrating compliance with internal controls.
Education
Associate of Arts - Business Administration And Management
Queensborough Community College
Oakland Gardens, NY05-2012
Skills
- Branch operations management
- Customer service
- Customer relationships
- Excellent time management skills
- Attention to detail
- Decision-making
- Staff development
- Account review
- Work prioritization
- Proficient in MS office
- Strategic planning
- Banking
- Risk mitigation
- Training and development
Languages
Spanish
Full Professional
Certification
Notary Public
Timeline
Branch Manager
Cross County Savings Bank
09.2017 - Current
Assistant Branch Manager
Cross County Savings Bank
12.2012 - 08.2017
Head Teller Supervisor
Valley National Bancorp
12.2008 - 12.2012
Associate of Arts - Business Administration And Management
Queensborough Community College
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