Open To Work
Yolanni A. Baldera
Peabody,MA
Work Preference
Summary
Dedicated Customer service representative motivated to maintain customer satisfaction and contribute to company success, also Banking 8 years of experience of providing excellent customer service, handling customer transactions, referring credit products, opening accounts and balancing cash drawers. Seeking to fulfil a position in a setting where I can utilize my knowledge of customer service. I am a dedicated team player that can be relied upon to help your company achieve its goals. Willing to relocate: Anywhere
Overview
18
18
years of professional experience
1
1
Certification
Work History
Assistant Vice President
M&T Bank
Danvers, MA
06.2025 - Current
- Developed strategic plans to improve customer satisfaction and service delivery.
- Managed client relationships to understand their financial needs and goals.
- Provided tailored banking solutions for small business clients and startups.
- Conducted financial assessments to recommend suitable banking products.
- Collaborated with colleagues to enhance customer service strategies and support.
- Collaborated with sales teams to address customer credit issues.
- Completed day-to-day duties accurately and efficiently.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
Assistant Branch Manager
Eastern Bank
Peabody, MA
02.2022 - 03.2025
- Help manager with daily goals, calls to new and existing customers, opening checking and saving account, CD, Credit cards, helping clients with claims, servicing client accounts, accepting loan applications, closing loans, correcting discrepancies. Over 100 daily transactions, wire transfers.
- Responsible for achievement of personal sales goals, and proactively guiding the sales activities of the platform staff toward achievement of branch goals.
- Engage in sales and service coaching sessions with sales staff.
- Responsible for daily branch operations to include overdraft management, vault management, branch schedules, the opening and closing of the office, and other such duties.
- Responsible for branch's audit compliance.
- Manages customer service levels within the branch.
- Build relationships and strong alliances across the organization.
Banker
Chase Bank JP Morgan
Bay Shore, NY
03.2016 - 01.2022
- Opening checking and saving account, CD, Credit cards, helping clients with claims, servicing client accounts, accepting loan payments, managing safe deposit box payments, correcting discrepancies. Over 150 daily transactions, wire transfers.
- Assist the Branch Manager with efficient operations of the Branch including reporting and audits items.
- Respond to customer account inquiries totaling 130+ weekly accounts.
- Assisted manager with new employee comprehensive education on proper banking policies.
Sales Representative
First Bank
San Juan, Puerto Rico
03.2015 - 02.2016
- Keep up to date on all products, services, and applicable regulations
- Build customer's interest in the services and products offered by the bank
- Provide personalized high level customer service
- Provide customer satisfaction to both internal and external customers
- Answer telephone calls, respond and register customer requests
Admissions Representative
Perry Physical Medicine And Rehab
Deer Park, NY
05.2012 - 12.2014
- In charge of the registration of each patient in a timely manner.
- Route calls to specific people.
- Ensure admissions area is tidy.
- Coordinate office activities.
- Gather personal and insurance information.
- Send emails and faxes.
- Superior proficiency in handling electronic medical records.
- Strong skills in patient requirement documentation.
Legal Assistant
William Fernandez Law Office
Bay Shore, NY
05.2008 - 04.2012
- Coordinated communication between attorneys, clients, courts, and other agencies.
- Maintained case files in an organized and accessible manner.
- Collected and assembled materials, exhibits and documents for court appearances, meetings and hearings.
- Liaised between attorneys and clients to keep parties informed on case progress.
- Managed attorney calendars, including scheduling meetings, court dates, and deadlines.
Education
Associate Degree - Criminal Science
Suffolk County Community College
Salem, NYSkills
- Fluent in Spanish
- Call Center
- Customer Service
- Client Central Banking System
- Relationship building
- Cross-selling products
- Decision-making
- Safe and vault operation
- Customer loan processing
- Customer relationship management
- Operational efficiency
- Risk management
- Sales strategy
- Team leadership
- Problem solving
Certification
New York State Notary Public, Banking
Timeline
Assistant Vice President
M&T Bank
06.2025 - Current
Assistant Branch Manager
Eastern Bank
02.2022 - 03.2025
Banker
Chase Bank JP Morgan
03.2016 - 01.2022
Sales Representative
First Bank
03.2015 - 02.2016
Admissions Representative
Perry Physical Medicine And Rehab
05.2012 - 12.2014
Legal Assistant
William Fernandez Law Office
05.2008 - 04.2012
Associate Degree - Criminal Science
Suffolk County Community College