Summary
Overview
Work History
Education
Skills
Certification
Languages
Timeline
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Carlos Hernandez

Montebello,CA

Summary

Dynamic professional with extensive experience at First Entertainment Credit Union, excelling in client relationship management and sales management. Proven track record in coaching teams to exceed performance metrics and leveraging analytical thinking to drive operational excellence. Skilled in financial analysis, fostering strong client connections, and enhancing service delivery.

Overview

9
9
years of professional experience
1
1
Certification

Work History

Member Experience Center Associate Manager

First Entertainment Credit Union
06.2023 - Current
  • Performed banking, business administration and financial tasks to guarantee five-star service for members.
  • Lead, supervise, and train staff, including new teammates, ensuring knowledge and skill level are appropriate to job duties and functions, particularly with regard to quality service expectations and standards, and with cross-selling products and services.
  • Ensure operations are conducted in accordance with established policies, procedures, and guidelines, and within legal and regulatory requirements.
  • Recommended specific products and services in alignment with individual needs, requirements, and specifications.
  • Established team priorities, maintained schedules and monitored performance.
  • Assisted in organizing and overseeing assignments to drive operational excellence.
  • Leveraged data and analytics to make informed decisions and drive business improvements.

Senior Relationship Specialist

First Entertainment Credit Union
04.2023 - 06.2023
  • Communicated regularly with clients to understand needs, evaluate current product use and cross-sell new products.
  • Built and maintained relationships with new and existing clients while providing high level of expertise.
  • Achieved goals for sale of bank products and services and exceeded performance metrics for customer service.
  • Participated in staff meetings to discuss innovative strategies to improve services.
  • Maintained knowledge on banking products and distribution to provide optimal service support.

Financial Services Representative II

First Entertainment Credit Union
06.2021 - 04.2023
  • Worked with clients to develop financial planning strategies and solutions through evaluation of finances.
  • Worked closely with management to strategize sales techniques to increase branch production and customer service.
  • Networked to increase client base and encourage existing clients to expand financial portfolios.
  • Assisted customers with setting up or closing accounts, completing loan applications, and signing up for new services.
  • Promoted financial products by maintaining excellent service offering knowledge.

Financial Services Representative

First Entertainment Credit Union
03.2020 - 05.2021
  • Maintained updated records of all financial transactions to support traceability.
  • Built complex financial models for decision-making and forecasting.
  • Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
  • Followed-through on all critical inter-departmental escalations to increase customer retention rates.

Lead Teller

Wells Fargo
09.2018 - 02.2020
  • Answered inquiries regarding checking and savings accounts and other related products.
  • Investigated and promptly resolved issues with patron accounts.
  • Replenished ATM funds in empty canisters prior to validation process.
  • Received car loan, home loan, and other payments and posted to accounts.
  • Completed highly accurate, high-volume money counts via both manual and machine-driven approaches.
  • Created teller schedule to keep weekly and weekend shifts properly staffed.
  • Recognized and prevented fraudulent activities and suspicious transactions.
  • Mentored and trained new tellers on bank procedures and customer service standards.
  • Managed daily bank operations by processing customer transactions and providing exceptional customer service.

Teller

Wells Fargo
01.2017 - 09.2018
  • Answered telephone inquiries on checking and savings accounts, loans, and lines of credit.
  • Educated customers on use of banking website and mobile apps.
  • Processed customer transactions promptly, minimizing wait times.
  • Answered customer inquiries regarding account balances, transaction history, services charges, and interest rates.
  • Identified sales opportunities and referred customers to branch partners in financial services.
  • Balanced cash drawer daily and resolved discrepancies to provide accurate data regarding cash flow.
  • Monitored and reported suspicious activity in line with bank security policies.
  • Disbursed cash and checks accurately while maintaining security of cash drawers.

Education

Associate of Science - Business Administration And Management

Victor Valley College
Victorville, CA
06-2026

Skills

  • Analytical thinking
  • Workforce management
  • Coaching and mentoring
  • Documentation expertise
  • Sales management
  • Operations management
  • Staff development
  • Sales professional
  • Business development expertise
  • Expert in risk management
  • Financial analysis
  • Client relationship management

Certification

  • Situational Leadership Essentials, The Center for Leadership Studies - May 2024
  • Empowering Situational Leaders, The Center for Leadership Studies- May 2024

Languages

Spanish

Timeline

Member Experience Center Associate Manager

First Entertainment Credit Union
06.2023 - Current

Senior Relationship Specialist

First Entertainment Credit Union
04.2023 - 06.2023

Financial Services Representative II

First Entertainment Credit Union
06.2021 - 04.2023

Financial Services Representative

First Entertainment Credit Union
03.2020 - 05.2021

Lead Teller

Wells Fargo
09.2018 - 02.2020

Teller

Wells Fargo
01.2017 - 09.2018

Associate of Science - Business Administration And Management

Victor Valley College

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Carlos Hernandez