• Implemented a highly effective referral/sales program that progressed over time, significantly increasing customer acquisition and retention rates.• Despite the challenging circumstances of the pandemic, we managed to maintain growth rates and surpass our goals for account growth.•Responsible for overseeing credit union operations, including developing and implementing effective marketing, customer service, risk management, and compliance strategies.• Trained and educated our employees and members on financial best practices and products, increasing customer satisfaction and loyalty.• Modernized the credit union by implementing new technology and streamlining processes for future success.• Cut operational costs by identifying and removing unnecessary third-party vendors.• We have established strong connections with industry leaders and vendors, which gives us access to best practices, innovative technology, and other valuable resources.• I collaborated with the board of directors to change policies and procedures, increasing efficiency and improving service for employees and members.• Growth in 2023 was 10% in deposits and 10% in loan growth.

• Implemented policies and initiatives for a positive and productive work environment, revitalizing workplace culture.• Oversaw onboarding, training, and coaching for 36 employees, providing comprehensive support to new hires and experienced staff.• My comprehensive training programs and flow charts help employees navigate complex or challenging situations, leading to better customer service and increased confidence.• Established a company-wide wellness committee to promote employees' physical and mental well-being, improving morale, productivity, and job satisfaction.• Encouraged employee ownership of customer interactions and career development with growth opportunities.• During the pandemic, I managed call center operations and a remote work environment. I implemented highly effective policies and procedures to ensure the continuity of service and guarantee the highest levels of customer satisfaction.

• Held multiple positions within the same company.• Coordinated events and benefits fairs with employer groups, resulting in mutual benefits for both parties.• Spearheaded a project to simplify opening accounts from events, creating a universal system that improved efficiency and reduced errors.• I have consistently exceeded targets, acquired new members, and driven significant growth for the credit union.• Presented financial literacy materials to diverse audiences, resulting in improved awareness.• Skilled in public speaking, confidently and effectively presenting on challenging topics, engaging audiences, and driving positive outcomes.• Built relationships with three major companies (15K+ employees each), leading to significant growth for the credit union.•Consistently exceeding loan goals for auto, real estate, and after-market products was critical in receiving multiple promotions and recognition for exceptional performance.•Proactively contacted clients through calls, emails, and follow-ups to maintain a book of business, leading to meeting loan targets and higher revenue.•Demonstrated adaptability by working at multiple branches, gaining valuable insights into company culture while maintaining high performance.

• Coordinated workflow, developed roadmaps, provided coaching and motivation, and created schedules to ensure successful operations for a team of 26 employees.•I've mentored and coached employees to achieve their promotions by identifying their strengths, creating tailored development plans, and showing genuine appreciation for their contributions.• Developed a training program that improved staff performance by preparing them better for their roles.• Promoted to supervisor in just eight months for exceptional performance and work ethic as an inbound fraud analyst.• During the 2008 crisis, I supported and guided employees and customers with empathy and problem-solving skills.• After Chase moved its operations to Texas, I searched for new opportunities to further develop my skills and career in California.