Cristina Serra Email and Phone Number
Accomplished and respected Banking Executive with an emphasis on process and operations, passionate about creating a culture of integrity and excitement in the organization and driving strategies which are proven instrumental in providing an exceptional customer and client experience. Recognized for accelerating service initiatives, ensuring hands-on customer success standards, and execution of operational and organizational goals and objectives.Exceptional communication skills are demonstrated in supporting scalable organizational growth while collaborating with Leadership in defining and implementing banking operational standards, embracing cross-functional teaming, and ensuring enterprise alignment with compliance and regulatory standards.Financial services background further demonstrates a decisive and results driven leader with integrity, fostering a collaborative spirit, while serving as a leading contributor, collaborating with senior leadership in defining and facilitating operational initiatives, enhancing the employee experience and staff retention.Leadership Strengths- Business Relations & Client Retention- Change Management- Client Experience & Journey Mapping- Cross-Functional Collaboration & Teaming- Exceptional Customer / Client Experience (CX)- Executive Planning & Implementation- Inspire & Mentor High-Capacity Teams- Leadership Mentoring & Development - Organizational Reengineering- Performance & Process Improvement - Regulatory Compliance- Risk Mitigation & Control- Strategic Planning & Implementation - Training & DevelopmentSignificant Leadership Contributions§ Passionate about defining business strategies, bringing transparency and accountability while identifying priorities and execution of service initiatives, ensuring alignment with the operational goals and objectives.§ Extensive, demonstrated background serving as a Service Manager driving collaborative strategies across the company, optimizing organizational processes and proving instrumental in maximizing results, enterprise-wide performance and individual productivity standards.§ Skilled strategist and thought-leader, transforming vision into workable solutions while consistently overachieving operational goals and objectives, driving deliverables and fostering exceptional customer success strategies.
Wafd Bank
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Fvp, Retail Deposit Products ManagerWafd Bank May 2017 - PresentSeattle, Washington, Us§ Drive and execute strategic initiatives endorsed by Board of Directors which may include the development of new financial services products designed to support organic growth strategies, while serving as a primary project manager for acquisition integration of retail products§ Analyze and report deposit product performance trends and develop recommendations to address opportunities for strategic or tactical changes.§ Directly cross-functionally collaborate with key organizations within the bank to include Operations, Commercial Banking, Contact Center, Compliance, Risk, Legal, Marketing and IT, in serving as an owner of board initiatives, to ensure seamless overhaul with in-branch account opening.§ Own responsibility for creating strategies to oversee KPI adherence related to new checking account goals at the Retail Branch level, while driving client resolution standards.§ Key Contributor responsible for reviewing, evaluating and recommending premier vendors to identify key partners further achieving enterprise strategic goals.
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Assistant Manager - Treasury ManagementWafd Bank Jun 2016 - May 2017Seattle, Washington, Us§ Directly manage accountability for reporting department dashboard and KPI’s, ensuring operationalperformance and productivity standards are in alignment with banking protocol and expectations.§ Own leadership responsibility for the updates and ongoing development of bank processes and procedures, while delivering ongoing training, ensuring alignment with operational standards.§ Key contributor in driving special projects related to functions within Business Services, Treasury Management Operations and Commercial Account Service Center, while ensuring departments are meeting operational compliance with federal and/or state regulations.§ Serve as Operations, Sale and Service Subject Matter Expert for Commercial Banking Group Executive, while managing and mentoring a team of 10 banking professionals and ensuring customer success through flawless client resolution and escalation.
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Business Deposit Operations SupervisorWafd Bank Jan 2013 - Jun 2016Seattle, Washington, Us§ Supervise and mentor a team of 5 business specialists, which includes development of the KPIs within the team, directly related to branch support managing an average of 1,700 emails and 1,400 phone calls monthly.§ Instrumental in providing training and coaching services to staff, which includes facilitation of monthly team and 1:1 meetings to review and discuss performance measurables and to identify new performance goals.§ Ensure leadership oversight and responsibility for branch support for matters related to business clients including debit cards, online banking, treasury management services, and operating rules and procedures.§ Serve as primary Subject Matter Expert in business account opening procedures, and business documentation review, while establishing a centralized foreign check item process, enhancing operational performance and production in business services.§ Personally review and ensure the update of over 500 pages of operating procedures in preparation for the company’s core operating system upgrade and serve as the in-house SME related to functionality and sustainability of the new platform.
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Customer Service SupervisorWafd Bank Feb 2012 - Jan 2013Seattle, Washington, Us§ Serve as the interim Branch Manager as appropriate, managing daily operations related to new personal, business and retirement accounts, ensuring compliance with organizational policies and procedures.§ Instrumental in delivering training and coaching workshops to new and existing staff, placing a high-level of importance on providing exceptional customer services along with an introduction to operational guidelines.
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Assistant Manager TraineeChase 2011 - Jan 2012New York, Ny, Us§ Serve as the interim Branch Manager as appropriate or assigned, managing daily operations to include leadership oversight of bank tellers, providing outstanding customer service, and ensuring all organizational compliance standards and regulations are followed. -
Sales And Service SpecialistChase 2010 - 2011New York, Ny, Us§ Engage with clients in servicing their accounts and ensuring they are in alignment with their personal financial goals, while maintaining a heightened awareness of product knowledge and services.
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Senior TellerChase Dec 2008 - 2010New York, Ny, Us§ Instrumental in processing business and personal financial transactions to include deposits, withdrawals and payments, while serving in a peer-to-peer capacity in training and supporting other tellers throughout the branch.
Cristina Serra Education Details
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Western Governors UniversityGeneral -
Cascadia CollegeIntegrated Studies
Frequently Asked Questions about Cristina Serra
What company does Cristina Serra work for?
Cristina Serra works for Wafd Bank
What is Cristina Serra's role at the current company?
Cristina Serra's current role is FVP Retail Deposit Products Manager, WaFd Bank | Board Member, Financial Empowerment Network.
What schools did Cristina Serra attend?
Cristina Serra attended Western Governors University, Cascadia College.
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