Maria Ozuna
Bakersfield
Summary
Dynamic leader with a proven track record at Wells Fargo, enhancing operational efficiency and customer satisfaction. Skilled in material management and bilingual communication, I excel in employee training and mentoring, driving team performance. Achieved significant improvements in service delivery, demonstrating exceptional customer engagement and strategic growth initiatives.
Overview
11
11
years of professional experience
Work History
Branch Operations Associate Manager
Wells Fargo
01.2023 - Current
- Established performance metrics for the operations team, regularly monitoring progress to ensure alignment with established goals.
- Developed and executed strategic plans for the growth of the operations department, resulting in increased efficiency and productivity x
- Managed day-to-day operational tasks, freeing up senior management to focus on strategic initiatives
- Ensured compliance with industry regulations and company policies by establishing rigorous quality control measures within the operations department.
- Helped team members maintain business professionalism by coaching each on methods for delivering exceptional service to every customer.
- Conducted performance evaluations to identify areas for employee growth.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Cross-trained existing employees to maximize team agility and performance.
- Developed a strong company culture focused on employee engagement, collaboration, and continuous learning opportunities.
Personal Banker
Wells Fargo
09.2017 - 12.2023
- Utilized strong interpersonal communication skills during client interactions, resulting in increased trust and fostering long-lasting relationships.
- Maintained compliance with bank policies and regulations while executing various financial transactions for customers.
- Generated new business by conducting thorough financial needs assessments and offering tailored products to clients.
- Improved customer satisfaction by providing personalized banking solutions and exceptional service.
- Promoted financial products by maintaining excellent service offering knowledge.
- Contributed to a positive work environment, fostering teamwork among colleagues to enhance productivity levels.
- Adapted quickly to new banking regulations, ensuring compliance and mitigating risks.
- Identified opportunities for business growth by analyzing client feedback and market trends.
- Achieved recognition for outstanding customer service, setting benchmark for colleagues.
Teller
Wells Fargo
08.2016 - 09.2017
- Disbursed cash and checks accurately while maintaining security of cash drawers.
- Exceeded sales-referral goals through cross-selling banking products and services.
- Enhanced customer satisfaction by providing efficient and professional banking services.
- Assisted clients in navigating the online banking platform, leading to increased usage and efficiency.
- Maintained an up-to-date knowledge of various banking products offered within the institution.
- Managed deposits, withdrawals and wire transfers to process smooth banking transactions for clients.
- Oversaw cash handling activities ensuring accuracy and security during transactions.
Assistant Manager
GNC
04.2014 - 07.2016
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Maintained a clean, safe, and organized store environment to enhance the customer experience.
- Oversaw daily cash reconciliations, ensuring accurate financial reporting and minimizing discrepancies.
- Improved customer satisfaction by addressing and resolving complaints promptly.
- Increased sales through effective merchandising strategies and targeted promotions.
- Scheduled staff shifts to ensure proper coverage during peak shopping hours without exceeding labor budgets.
- Optimized scheduling to ensure adequate staffing during peak hours, improving service efficiency.
- Implemented staff training programs to elevate service standards and knowledge.
- Oversaw daily operations to maintain store cleanliness and organization.
- Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
Skills
- Material management
- Customer engagement
- Training and mentoring
- Employee supervision
- Bilingual
Languages
Spanish
Full Professional
English
Full Professional
Timeline
Branch Operations Associate Manager
Wells Fargo
01.2023 - Current
Personal Banker
Wells Fargo
09.2017 - 12.2023
Teller
Wells Fargo
08.2016 - 09.2017
Assistant Manager
GNC
04.2014 - 07.2016
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