WILLIAMS ESCUDERO
Hollywood,USA
Summary
Client-focused professional with diverse skills in visual merchandising, banking, and management. Experienced as a visual manager, sales associate, banker, and transitioning to a Bank Operations Manager. Skilled in customer service, retail operations, financial assessments, team leadership, and operational efficiency to enhance organizational success.
Overview
4
4
years of professional experience
1
1
Certification
Work History
Branch Operations Coordinator
Wells Fargo
Sunny Isles
03.2025 - Current
- Oversee end-to-end branch operations, including cash management, transaction processing, and service delivery, ensuring accuracy, efficiency, and adherence to federal and institutional regulations.
- Administer ATM operations, balancing machines, resolving discrepancies, and performing preventive maintenance checks to safeguard funds and minimize downtime.
- Develop, publish, and manage weekly staff schedules using Cloud Cord, improving workforce planning with peak customer traffic and operational demands.
- Train, mentor, and coach branch staff in operational procedures, compliance standards, customer service excellence, and risk awareness, driving continuous development and high performance.
- Act as liaison between frontline employees, branch management, and corporate support teams, facilitating smooth communication and execution of operational strategies.
- Conduct routine audits, reconciliations, and compliance reviews, ensuring all branch records, cash counts, and operational activities meet regulatory and audit requirements.
- Collaborate with branch leadership to implement workflow enhancements, digital adoption strategies, and process improvements that reduce errors and boost efficiency.
- Provide escalation support for high-risk or complex client issues, resolving problems with discretion and professionalism to protect client relationships and bank reputation.
- Support financial controls by monitoring cash limits, identifying variances, and implementing corrective actions to maintain operational integrity.
- Participate in project rollouts and system upgrades, serving as a point of contact for training, troubleshooting, and feedback on new operational processes.
- Generate reports on branch performance metrics, staffing efficiency, and customer exposure, assisting leadership in decision-making and strategic planning.
- Partner with compliance, risk management, and fraud prevention teams to implement safeguards against operational losses and security threats.
- Lead initiatives to improve client experience, reduce wait times, and streamline service delivery while balancing operational accuracy and customer satisfaction.
Head Teller (Assistant Manager for Operations)
Citibank
Plantation, FL
03.2024 - 03.2025
- Oversee and manage all aspects of branch operations, including transaction processing, customer service, and compliance with regulatory requirements.
- Lead a team of branch staff, including bankers, tellers, and support personnel, fostering a collaborative and high-performance work environment.
- Conduct regular meetings and training sessions to ensure staff members are equipped with necessary skills.
- Develop and implement operational policies and procedures to streamline workflows and improve customer satisfaction.
- Manage and reconcile a $2 million fund to support cash transactions and inventory.
- Monitor and analyze branch performance metrics and implement strategies to enhance operational excellence.
- Serve as primary point of contact for escalated customer inquiries and complaints.
- Collaborate with other departments for cross-functional initiatives.
- Stay informed on industry trends, regulatory changes, and best practices.
- Participate in internal audits, compliance reviews, and risk assessments.
- Ensure safety protocols are followed when working on or near ATM machines.
- Conduct regular ATM audits for discrepancies.
- Directed daily branch cash operations and compliance audits at Citibank, optimizing transaction accuracy and reducing discrepancies by 30% while leading and training a team of tellers to enhance customer service efficiency.
Regional Banker
PNC Bank
Cooper City, FL
08.2022 - 03.2024
- Greeted customers and assessed financial needs, providing banking product recommendations.
- Conducted financial assessments to understand customer goals.
- Cross-sold banking products, increasing sales by 15%.
- Managed portfolio of high-value customers with personalized services.
- Assisted customers with online and mobile banking.
- Advised customers on fraud prevention and security.
- Collaborated to achieve branch sales targets and participated in sales training.
- Generated business through community networking and cold calling.
- Investigated fraudulent activities and ensured regulatory compliance.
- Researched market trends for product development.
- Trained and coached team members in procedures and performance.
- Participated in risk management meetings.
Assistant Manager of Visual Operation
Forever 21
Aventura, FL
01.2022 - 09.2022
- Collaborated with store manager to create sales-driving processes.
- Maintained customer-first approach to enhance shopping experience.
- Coordinated Brand Ambassadors, Brand leads, and Visuals following company customer FIRST model.
- Monitored employee attendance and payroll.
- Managed customer inquiries and complaints promptly.
- Oversaw merchandising, styling, floor planning, replenishment, launches, and loss prevention.
- Handled window execution and mannequin styling with presentation adjustments.
- Analyzed merchandise reports and adjusted product placement.
- Created weekly training lessons to educate and motivate staff.
- Managed daily operations including openings and closings.
- Addressed performance issues with positive resolutions.
- Recognized team achievements and modeled team environment behavior.
- Helped set standards to drive customer satisfaction and market recognition.
Sales Advisor
H&M
Aventura, FL
09.2021 - 03.2022
- Delivered high-quality customer service with positive communication.
- Learned and applied extensive product knowledge.
- Maintained knowledge of sales, promotions, payment policies, and security.
- Participated in product knowledge training sessions.
- Contributed to visual merchandising and store presentation.
- Collaborated with team to achieve sales targets.
- Greeted customers and assisted with item selection.
- Stocked shelves and organized displays.
- Followed company policies and safety procedures.
Education
High School Diploma -
North Miami Senior High School
North Miami, FL06.2021
Skills
- Banking products and services knowledge: Strong
- Financial assessments and tailored solutions: Proficient
- Customer service and interpersonal skills: Excellent
- Communication and presentation skills: Effective
- Leadership and team management: Excellent
- Visual merchandising techniques: Extensive
- Retail operations and inventory management: Strong
- Sales data analysis: Proven
- Team coaching and training: Experienced
- Customer service-oriented: Expert
- Meeting sales goals: Experienced
- Administering payroll: Experienced
- Generating referrals: Experienced
- Staff training and development: Experienced
- Branch operations: Experienced
- Conflict resolution: Experienced
LANGUAGES
Spanish: Native
English: Native
Accomplishments
- Successfully managed branch operations, leading the branch to #1 in the district for teller-to-banker referrals while improving NPS scores through team coaching and customer experience initiatives.
- Passed multiple BCR audits with zero findings, establishing the branch as one of the strongest compliance performers in the district.
- Increased cross-sell opportunities by training tellers on effective referral techniques, driving stronger collaboration between front-line staff
- Supported district coverage by stepping in to assist multiple branches, maintaining operational consistency and customer service during staffing gap
Certification
- Industry Certified AutoCAD User – Autodesk
Timeline
Branch Operations Coordinator
Wells Fargo
03.2025 - Current
Head Teller (Assistant Manager for Operations)
Citibank
03.2024 - 03.2025
Regional Banker
PNC Bank
08.2022 - 03.2024
Assistant Manager of Visual Operation
Forever 21
01.2022 - 09.2022
Sales Advisor
H&M
09.2021 - 03.2022
High School Diploma -
North Miami Senior High School