Audrey Louise Alhambra
Pleasanton
Summary
Operations leader with extensive experience at Chase Bank, specializing in process optimization and employee development. Expertise in Microsoft Office and relationship building, successfully implementing operational procedures that improved workflow efficiency and customer satisfaction. Dedicated to enhancing team performance and achieving results in high-pressure environments. Strong skills in team supervision, training, workload management, performance tracking, and people management.
Overview
11
11
years of professional experience
Work History
Branch Operations Lead
Chase Bank
Castro Valley
03.2019 - Current
- Prep and Prepare Schedule for branch
- Account Maintenance
- Inspect monthly and quarterly Controls
- Facilitated work processes for special projects, product promotions and company campaigns.
- Participated in team meetings focused on identifying opportunities for process optimization.
- Evaluated employee performance and performed corrective actions to minimize workflow weaknesses.
- Developed training and employee development materials to improve team performance.
- Developed and implemented operational procedures to ensure efficient workflow.
- Developed and maintained a strong customer service focus to ensure client satisfaction.
Acounting Supervisor
Four Points by Sheraton
Pleasanton
03.2018 - Current
- Corrected guest issues promptly with knowledgeable and friendly service.
- Directed front desk operations with focus on hotel reputation, staff productivity and operational efficiency.
- Balanced hotel accounts at end of each shift.
- Worked with room service, housekeeping, maintenance and security to meet all guest needs.
- Mentored new staff on correct procedures, compliance requirements and performance strategies.
Associate Banker
JP Morgan Chase
Dublin
10.2018 - 03.2019
- Assisted customers with account opening and maintenance.
- Provided customer service by attending to their inquiries and requests for information.
- Conducted financial transactions such as deposits, withdrawals, transfers, loan payments and cashier checks.
Customer Service Representative/ Customer Service Trainer
Specialty’s Café and Bakery Home Office
02.2015 - 10.2018
- Trained all new and Current Representatives on all phone Queues
- Tested all new and current tech issues with Tech Development
- Provided customer service between internal café employees and customers
- Answered up to seven different queues per hour
- Assisted customers with virtual billing
- Provided feedback and guidance to customer service representatives in order to enhance their skillsets and knowledge base.
- Facilitated role plays between trainees which simulated real life scenarios involving difficult customers.
Education
Bachelor of Science - Management
University of Phoenix
05-2024
General Education
Las Positas College
11.2010
MBA - Legal Studies
Arizona State University
Tempe, AZSkills
- Microsoft Office: Excel, Outlook, PowerPoint, and Word
- Google: Docs, Calendar, and Mail
- Oracle and Salesforce: Customer Relationship Management
- Operations management
- Relationship building
- Team support
- Verbal and written communication
- scheduling
- Client relationship management
- Employee supervision
References
Raymond Lam (510) 220-3703 Christina Medeiros (925) 699-2379 Chris Hill (714) 932-9166 Kenny Chow (415) 680-5660
Timeline
Branch Operations Lead
Chase Bank
03.2019 - Current
Associate Banker
JP Morgan Chase
10.2018 - 03.2019
Acounting Supervisor
Four Points by Sheraton
03.2018 - Current
Customer Service Representative/ Customer Service Trainer
Specialty’s Café and Bakery Home Office
02.2015 - 10.2018
Bachelor of Science - Management
University of Phoenix
General Education
Las Positas College
MBA - Legal Studies
Arizona State University