Yessica Rivas
Worcester,MA
Summary
Detail-oriented Branch Manager with a proven track record in streamlining operations and enhancing team performance. Expertise in coaching and customer relationship management, driving significant growth in acquisition and retention.
Results-driven manager with a strong focus on compliance and customer service excellence. Recognized for attention to detail and ability to lead teams in achieving performance metrics while enhancing customer satisfaction.
Overview
21
21
years of professional experience
Work History
Relationship Branch Manager
Unibank
Worcester, MA
12.2024 - Current
- Led branch operations, ensuring compliance with banking regulations and internal policies.
- Implemented sales strategies, driving growth in customer acquisition and retention.
- Managed team performance through coaching, training, and development initiatives.
- Streamlined operational processes, enhancing efficiency in daily workflows.
- Developed and maintained strong relationships with clients to foster loyalty and trust.
- Analyzed financial reports to inform strategic decision-making and resource allocation.
- Oversaw risk management practices to mitigate potential financial losses for the branch.
- Coordinated cross-functional collaboration among departments to achieve organizational goals.
- Continuously monitored branch performance against key performance indicators, taking corrective actions as needed to ensure objectives were met or exceeded.
- Oversaw daily operations for streamlined efficiency, ensuring timely execution of tasks and optimal resource allocation.
Relationship Baking Supervisor
Unibank
Worcester, MA
01.2021 - 12.2024
- Supervised daily banking operations to ensure compliance with policies and procedures.
- Trained and mentored staff on customer service excellence and operational efficiency.
- Implemented process improvements that enhanced workflow and reduced transaction times.
- Resolved customer inquiries and complaints, fostering positive relationships and satisfaction.
- Coordinated team schedules to optimize staffing levels during peak banking hours.
- Conducted regular audits of transactions to maintain accuracy and integrity in financial reporting.
- Developed training materials that streamlined onboarding processes for new employees.
- Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
Banker
Unibank
Worcester, MA
09.2019 - 01.2021
- Led team in delivering exceptional customer service, enhancing client satisfaction and retention.
- Streamlined loan processing procedures, reducing turnaround time for approvals and improving efficiency.
- Mentored junior bankers, fostering skill development and promoting a collaborative work environment.
- Analyzed financial statements to evaluate creditworthiness, ensuring informed lending decisions.
Operations Manager
Sephora USA
Millbury, MA
04.2012 - 09.2019
- Streamlined inventory management processes, reducing stock discrepancies and improving order fulfillment efficiency.
- Developed training programs for new hires, enhancing onboarding experience and team productivity.
- Implemented cost-saving initiatives, optimizing resource allocation and operational budget adherence.
- Led cross-functional teams to execute strategic projects, driving alignment with company goals and objectives.
- Analyzed performance metrics to identify areas for process improvement, resulting in enhanced service delivery standards.
- Coordinated vendor relationships to ensure timely product availability and compliance with quality standards.
- Mentored junior staff on best practices in operations management, fostering a collaborative work environment.
- Oversaw daily operations, ensuring adherence to company policies and regulatory requirements across all locations.
- Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.
- Managed inventory and supply chain operations to achieve timely and accurate delivery of goods and services.
Sales Manager
Forever 21
Auburn, MA
08.2007 - 04.2012
- Led sales team to exceed quarterly targets through strategic planning and performance monitoring.
- Developed training programs to enhance staff product knowledge and customer service skills.
- Analyzed market trends to identify opportunities for growth and adjust sales strategies accordingly.
- Collaborated with marketing team to design campaigns that increased brand visibility and customer engagement.
- Fostered a high-performance culture by mentoring team members and promoting professional development initiatives.
- Implemented inventory management systems that improved stock accuracy and reduced overstock issues.
- Established key performance indicators to measure sales effectiveness and drive accountability within the team.
- Spearheaded customer feedback initiatives to refine service processes and enhance overall shopping experience.
- Increased sales revenue by developing and implementing effective sales strategies.
- Built long-lasting client relationships through excellent customer service and consistent followups.
Key Holder Supervisor
Victoria's Secret
Marlborough, MA
06.2005 - 08.2007
- Supervised daily store operations ensuring compliance with merchandising standards.
- Trained and mentored new staff on customer service techniques and product knowledge.
- Managed inventory levels, conducting regular audits to maintain stock accuracy.
- Coordinated visual merchandising displays to enhance customer engagement and sales.
Education
High School Diploma -
Marlborough High School
Marlborough, MASkills
- Branch operations management
- Customer service relationships
- Excellent work ethic
- Attention to detail
- Coaching and mentoring
- Employee development
- Strong team-builder
- Excellent time management skills
Languages
Spanish
Native or Bilingual
Timeline
Relationship Branch Manager
Unibank
12.2024 - Current
Relationship Baking Supervisor
Unibank
01.2021 - 12.2024
Banker
Unibank
09.2019 - 01.2021
Operations Manager
Sephora USA
04.2012 - 09.2019
Sales Manager
Forever 21
08.2007 - 04.2012
Key Holder Supervisor
Victoria's Secret
06.2005 - 08.2007
High School Diploma -
Marlborough High School