Yanilda Martinez

Branch Supervisor

PAFCU

09.2003 - Current

Boosted customer satisfaction with attentive service and prompt resolution of issues.
Motivated, trained and disciplined employees to meet performance benchmarks.
Handled escalated customer complaints professionally while working towards swift resolutions that maintained client satisfaction levels.
Assigned job roles and oversaw performance.
Managed daily operations for smooth functioning, ensuring a high level of productivity.
Oversaw branch security protocols, maintaining a safe workplace for both employees and customers alike.
Oversaw opening and closing of branch and monitored overdrafts, wire transfers, collections and stop payment orders.
Led team meetings to share updates, discuss performance metrics, and set goals for improvement.
Ensured accurate record-keeping by conducting thorough audits of branch financials and reporting discrepancies in a timely manner.
Set schedule for tellers and customer service representatives.
Maintained scheduling for main branch to keep shifts appropriately staffed.
Managed maintenance of facility and grounds.
Enhanced operational efficiency through regular review of workflows, making adjustments as needed based on performance metrics.
Maintained open lines of communication between branch employees by encouraging constructive feedback loops.
Developed strong relationships with clients, resulting in increased loyalty and repeat business.
Optimized staffing schedules to maximize productivity during peak hours while minimizing labor costs during slower periods.
Improved office operations by automating client correspondence, record tracking and data communications.