Yarlene Rivera Serrano
Reisterstown,MD
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Seeking and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Relationship Banker
PNC Bank, N.A
01.2024 - Current
- Achieved excellent customer satisfaction ratings by addressing concerns promptly and professionally, demonstrating empathy throughout interactions.
- Strengthened client relationships by providing personalized banking solutions and excellent customer service.
- Assisted customers in achieving financial goals by recommending suitable products and services based on their needs.
- Expanded client base through effective networking and referral generation, leading to increased business opportunities.
- Increased cross-selling success by proactively identifying client needs and suggesting appropriate financial solutions.
- Cultivated strong customer relationships by providing tailored advice and services.
- Verified customer identity and reviewed documentation for accuracy.
- Tracked and processed customer account requests and applications.
- Explained account terms and conditions to customers.
Branch Banker Sr.
PNC Bank N.A
08.2023 - 01.2024
- Delivered exceptional service through effective communication skills, empathy towards clients'' needs, problem-solving abilities, and attention to detail in daily tasks.
- Submitting of client documents to legal department for review
- Conducting virtual meetings and appointments with clients and partners using Microsoft teams
- Demonstrating personal accountability to fix and/or escalate customer issues
- Understanding and complying with applicable laws, regulations, policies & procedures
- Complete loan application and closing documents for personal and Home Equity.
- Achieved performance goals regularly by monitoring progress towards sales targets and implementing strategies to maximize branch revenue generation.
- Strengthened client relationships, offering tailored financial advice to meet individual needs.
- Mentored junior bankers, fostering professional growth and development through coaching sessions.
Universal Branch Banker
PNC Bank N.A
01.2021 - 08.2023
- Create customer loyalty through assisting clients with their financial needs as well as providing financial solutions
- Navigated and coached the adoption of the new technology system by being one of the Edge Champions
- Identified customer desires and goals through needs-based sales tactics.
- Support UBS and management through coaching and training of new hires
- Review reporting of sales performance to monitor which areas needed improvement and adjust activities
- Pull reporting such as rolling 12 (teller shortage/overage report) and Safe deposit box delinquent reports
- Fraud prevention
- Reduced teller error rates through thorough training programs focused on accuracy when handling cash transactions.
- Recognized as I-LEAD by Example level 1.
- Mentored junior bankers, fostering professional growth and development through coaching sessions.
- Collected cash and checks for deposit or processed withdrawals by examining checks for endorsements, verifying amounts, inputting into computer systems and printing receipts.
- Helped customers prepare documents required to complete transactions and process requests.
- Opened new accounts and made changes to existing accounts.
- Performed banking, business administration and financial tasks to guarantee five-star service for clients.
Teller
PNC Bank N.A
01.2020 - 01.2021
- Promoted a welcoming atmosphere in the branch by greeting customers warmly upon arrival and addressing them by name when possible.
- Responsible for answering phones and communicating with customers
- Accurately collected transactions and provided financial solutions for clients
- Demonstrated adaptability during peak business hours by multitasking and prioritizing tasks to maintain efficiency and quality of service.
- Developed product knowledge and utilized the referral system to assist clients with their banking needs
- Assisted customers with account inquiries, resolving issues promptly and professionally.
- ATM balancing and supervisor back up
- First-line of defense for fraud.
- Monitored and reported suspicious activity in line with bank security policies.
- Handled complex transactions such as foreign currency exchanges with accuracy and efficiency.
- Balanced cash drawers daily, identifying discrepancies and taking corrective actions as needed.
Store Manager
2nd Ave LLC.
04.2017 - 03.2019
- Managed financial aspects of store operations, including budget planning, expense tracking, and accurate record-keeping to maintain fiscal responsibility.
- Submitting documents to HR concerning any employee relations.
- Coordinating seasonal floor plans.
- Addressed customer complaints promptly and professionally, resolving issues to maintain positive relationships with clientele.
- Review of invoice and submit to Accounts payable.
- Severe Weather planning.
- Coordinating product deliveries with our logistics partners.
- Strategic planning to meet set goals and budgets.
- Maximized sales by creating innovative visual merchandising displays and store layouts.
- Assisted with hiring, training and mentoring new staff members.
- Conduct weekly meetings with teams
- Helped with the roll out of any new projects or systems.
- Fostered a positive work environment by cultivating strong relationships between team members through team-building activities and consistent recognition of individual achievements.
Store Manager
2nd Ave LLC.
08.2016 - 04.2017
- Managed financial aspects of store operations, including budget planning, expense tracking, and accurate record-keeping to maintain fiscal responsibility.
- Submitting documents to HR concerning any employee relations.
- Coordinating seasonal floor plans.
- Addressed customer complaints promptly and professionally, resolving issues to maintain positive relationships with clientele.
- Review of invoice and submit to Accounts payable.
- Severe Weather planning.
- Coordinating product deliveries with our logistics partners.
- Strategic planning to meet set goals and budgets.
- Maximized sales by creating innovative visual merchandising displays and store layouts.
- Assisted with hiring, training and mentoring new staff members.
- Conduct weekly meetings with teams
- Helped with the roll out of any new projects or systems.
- Fostered a positive work environment by cultivating strong relationships between team members through team-building activities and consistent recognition of individual achievements.
MIT
2nd Ave LLC.
06.2016 - 08.2016
- Trained one on one with other store managers at their locations in the company
- Also covered a store Managers vacation for 2 weeks in which I was tested to run the store on my own.
Customer Service Manager
2nd Ave LLC.
01.2013 - 06.2016
- Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
- Cash Management
- Conducted regular performance evaluations for team members, identifying areas for improvement and creating targeted action plans.
- Payroll
- I-9 Verifies
- Employee Scheduling
- Customer Relations
- Direct contact with HR concerning FMLA, ADA, Workers Comp
- Incident reports
- Conduct Audits
- Supply ordering
- Submit maintenance work orders.
Front-End Supervisor
2nd Ave LLC.
04.2012 - 01.2013
- Maintained a clean and organized front-end area to ensure a pleasant shopping experience for customers.
- Enforced the company standards and rules with cashier teams
- Managed customer returns and exchanges efficiently, ensuring a smooth process for both customers and employees.
- Monitored cashier performance metrics to identify areas for improvement and implement corrective actions as needed.
- Monitored cash drawers in 12 checkout stations to verify adequate cash supply.
- Informed management of any employee or customer issue
- Streamlined checkout processes for increased efficiency, resulting in shorter wait times for customers.
- Participated in regular meetings with upper management to discuss front-end performance metrics.
Cashier
2nd Ave LLC.
06.2011 - 04.2012
- Welcomed customers and helped determine their needs.
- Worked flexible schedule and extra shifts to meet business needs.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Maintained a balanced cash drawer, ensuring accurate accounting at the end of each shift.
- Helped customers complete purchases, locate items, and join reward programs.
- Counted money in cash drawers at beginning and end of shifts to maintain accuracy.
- Answered questions about store policies and addressed customer concerns.
- Adapted quickly to new technologies implemented at POS systems, ensuring seamless transition periods for both staff and customers.
Education
Bachelor of Science - Business Administration
Purdue Gobal University
05.2027
Associate of Science - Business Management
Prince Georges Community College
Largo, MD06.2016
High School Diploma -
Jasper High School
Jasper, IN05.2011
Skills
- Relationship building and management
- Customer Service-Oriented
- Financial Services
- Creative Thinking
- Problem solving
- Leadership
- Financial Planning
- Business Development
- Cash Handling
- Budgeting
- Critical thinking
References
Upon Request
Certification
- CNP - Certified Notary Public
Languages
Spanish
Native or Bilingual
English
Native or Bilingual
Timeline
Relationship Banker
PNC Bank, N.A
01.2024 - Current
Branch Banker Sr.
PNC Bank N.A
08.2023 - 01.2024
Universal Branch Banker
PNC Bank N.A
01.2021 - 08.2023
Teller
PNC Bank N.A
01.2020 - 01.2021
Store Manager
2nd Ave LLC.
04.2017 - 03.2019
Store Manager
2nd Ave LLC.
08.2016 - 04.2017
MIT
2nd Ave LLC.
06.2016 - 08.2016
Customer Service Manager
2nd Ave LLC.
01.2013 - 06.2016
Front-End Supervisor
2nd Ave LLC.
04.2012 - 01.2013
Cashier
2nd Ave LLC.
06.2011 - 04.2012
Bachelor of Science - Business Administration
Purdue Gobal University
Associate of Science - Business Management
Prince Georges Community College
High School Diploma -
Jasper High School
- CNP - Certified Notary Public
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