Marta J Hernandez358 S Commonwealth Ave Apt #2

Los Angeles, CA 90020213.210.1375

mj.hrndz89@gmail.com

SummaryHighly talented and accomplished Financial Center Operations Manager with more than nine years of experience in customer service and sales. Adept at organizing, coordinating, coaching, problem solving, multitasking, and scheduling. Proven history of meeting and exceeding expectations and goals. Ability to utilize leadership and communication skills effectively to prepare subordinates for advancement.

Objective

Secure a position where I may continue to and develop my leadership skills while preparing, motivating, leading, encouraging team productivity and help increase monthly revenue by meeting goals and client retention. Seeking an opportunity for a career change.

Experience Bank of America Financial Center Operations Manager September 2015 to October 2016

o Day-to-day management of performanceo Manage operationso Properly educate and inform associates about new procedures or taskso Ensure customers are served with excellence and accuracyo Mitigate risko Cultivate an environment where customer service, sales, and revenue are top priorityo Verify monthly reports and utilize them effectively to coach and lead

Bank of America Teller Operations Specialist September 2013 to September 2015o Manage risk and operational integrityo Ensure tellers execute plays to ensure a great customer experienceo Track sale activities and reports to meet financial center goalso Coach and educate development

Bank of America Sales and Service Specialist May 2013 to September 2013o Lobby engagement to direct customers to the right expert for serviceo Address customer concerns and problems resolutiono Manage Commit-track and follow up customer issues/caseso Schedule effectively to optimize financial center FTE

Bank of America Teller - Sr. Teller October 2007 to May 2013o Assist customers with all Bank of America has to offer providing appropriate solutionso Acquisitiono Model G.U.E.S.T standards for a professional customer experienceo Coach tellers with complex transactionso Process transactions accurately and efficiently

Qualifications, Skills and Achievements Knowledgeable and proficient with various computer software and programs (Microsoft, PowerPoint, Excel,

Outlook, etc.) Good communication skills

o Fluent in English and Spanish Punctual, reliable, proficient in organizing and planning Capacity to learn and adapt at a fast pace Able to work under pressure and in a team environment Ability to manage multiple responsibilities Operations management

Proven to exceed company set goals Strong financial and business insight Prioritize and delegate with results Manage team of up to 15 associates Detail oriented Positive behavior Flexible schedule(work weekend and/or extended hours as required to run business) Received team recognition for outstanding customer satisfaction score Received team recognition for top performing sales team Received two consecutive perfect audit scores

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