MIRNA BOKTOR
Banking Professional | Branch Operations | Team Leadership | Customer Relationship Management
Monrovia
Summary
Results-driven banking professional with over eight years of leadership, banking operations, customer relationship management, and business management experience. Proven ability to build strong client relationships, oversee daily branch operations, mentor team members, resolve complex customer issues, and maintain regulatory compliance in fast-paced environments. Recognized for delivering exceptional customer experiences, improving operational efficiency, and supporting business growth. Holds a Bachelor of Arts in Business Management and a Bachelor of Arts in Theology, Music, and Worship. Passionate about developing high-performing teams and advancing into branch leadership.
Overview
1
1
Language
10
10
Certifications
10
10
years of professional experience
Work History
Associate Banker-Branch Operation Lead Training
JPMorgan Chase & Co.
09.2021 - Current
- Branch culture champion. Engage clients upon entering the branch, assisting with everyday transactions like deposits, card reordering, and address updates.
- Educate clients on self-service options such as the mobile app, website, and ATMs, ensuring they can manage their banking independently.
- Coordinate client meetings with bankers to manage wait times and address financial needs efficiently.
- Connect clients with licensed bankers and team members to help meet their broader financial goals.
- Ensure all financial transactions are accurate and comply with regulatory requirements.
- Proactively reach out to customers to support their banking and investment needs.
- Developing skills for a lead associate operations role.
- Adhered to established security procedures and reported potential fraud or safety violations to management for immediate recourse.
- Managed escalated phone calls by applying conflict resolutions skills and extensive knowledge of bank policies, products, and services.
- Monitored daily activities and mentored team members to enhance overall branch performance.
- Assist with training and onboarding new hires, reinforcing branch standards and promoting a strong service culture.
- Analyzed workflows, coached peers, and aligned activities with daily goals to improve client satisfaction and branch performance.
- Serve as the first point of contact for clients, creating a welcoming atmosphere and supporting product inquiries alongside routine transactions.
- Partner with licensed bankers to provide clients with personalized financial guidance tailored to their long-term goals.
- Engage in leadership development by taking on advanced operational tasks and contributing to branch-level initiatives.
- Contributed to team meetings by sharing ideas to enhance operational efficiency and promote a positive work environment.
Chapel Life Admin & Operation Lead Intern
Azusa Pacific University
01.2024 - 12.2024
- Overseeing chapel operations, including supervising chapel assistants and front desk student workers, ensuring adherence to chapel attendance policies, and managing the tracking and processing of chapel and service requirements.
- Providing essential support by facilitating a welcoming worship environment, handling attendance discrepancies, distributing equipment, and assisting with seating arrangements.
- Maintaining high customer service standards, and effectively communicating with students, staff, and faculty to uphold the spiritual and administrative integrity of chapel services.
- Managed multiple projects concurrently, ensuring timely completion and high-quality results.
- Negotiated contracts with vendors and suppliers, securing favorable terms for the organization''s benefit.
- Accomplished multiple tasks within established timeframes.
- Evaluated intern performance through regular feedback sessions, contributing to professional growth.
Assistant Manager
McDonald's
02.2019 - 09.2021
- Assisting the general manager in organizing, planning and implementing strategy.
- Coordinating day-to-day operations.
- Ensuring that company guidelines are followed.
- Setting up and organizing schedules.
- Devising and setting up objectives to boost company productivity.
- Ensuring that goals and objectives are met.
- Maintaining a safe and clean work environment.
- Interviewing and recruiting new employees.
- Providing training to employees.
- Delegating tasks to employees.
- Supervising, leading and motivating employees.
- Reporting any problems or accidents to senior management.
- Filling in for senior management in case of their absence.
- Helping with monitoring and tracking operating costs, budgets and resources.
- Creating reports, analyzing, interpreting and presenting data.
- Working with clients.
- Monitoring customer and client satisfaction.
- Managing customer complaints and resolving their issues.
- Assisting with procurement of inventory and supplies.
- Supporting the general manager as needed.
- Support managers in organizing, planning and implementing strategy.
- Improved customer satisfaction by addressing and resolving complaints promptly.
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Monitored restaurant operations and adjusted schedules to meet peak customer demand.
- Implemented staff training programs to improve service quality and increase employee knowledge of food safety standards.
Shift Manager
McDonald's
01.2018 - 02.2019
- Managed shift operations, ensuring customer satisfaction and efficient service.
- Tracked receipts, employee hours, and inventory movements.
- Monitored inventory levels closely, maintaining optimal stock availability while minimizing waste and costs.
- Trained and mentored new employees to maximize team performance.
- Contributed to increased sales revenue by motivating staff to achieve individual and team goals consistently.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Demonstrated strong leadership by setting a positive example for team members, consistently adhering to company policies and maintaining an unwavering commitment to excellent customer service.
- Excelled in every store position and regularly backed up front-line staff.
Crew Trainer
McDonald's
08.2017 - 01.2018
- Mentored junior employees to improve performance, food safety, and customer service.
- Trained other employees in customer service, food safety, and performance requirements.
- Facilitated open communication between crew members, promoting teamwork and collaboration.
- Set a positive example for team members by providing high-quality, efficient service.
- Studied crew members during work shift to provide feedback and guidance in improving performance.
- Assisted in the development of standard operating procedures, ensuring consistency across all tasks performed by the crew.
- Monitored and evaluated performance of crew members, providing constructive feedback to facilitate growth.
- Provided coaching and mentoring to employees.
Shift Manager
Carl's Jr
01.2017 - 08.2017
- Supervised 6–8 team members per shift, improving service speed and team productivity.Handling cash credit or check transactions with customers.
- Ensured high standards of customer service during all sales transactions.
- Managed and resolved customer complaints to maintain satisfaction.
- Supervised staff and delegated tasks to ensure efficient operations during shifts.
- Maintained accurate records of daily financial transactions and deposits.
- Implemented health and safety protocols to ensure a safe dining environment.
- Conducted inventory checks and placed orders for necessary supplies.
- Trained new employees on company policies and operational procedures.
- Monitored compliance with food safety regulations and quality standards.
- Coordinated with the management team to implement marketing strategies and promotions.
- Analyzed sales data to optimize business performance and customer service levels.
- Promoted a positive work environment through open communication and constructive feedback.
Education
MBA -
Southern New Hampshire University
Bachelor of Arts - Business Management
Azusa Pacific University
Azusa, CA05.2026
Bachelor of Arts - Theology, Music, And Worship
Azusa Pacific University
Azusa, CA05.2026
Professional Certification - Cybersecurity / IT Audit
ISACA – Certified Information Systems Auditor (CISA®)
Online5 2025
Associate of Science - Business Administration And Management
Higher Institute of Qualitative Studies
Giza01.2015
Skills
- Decision-Making
- Workforce & Performance Management
- Operations Management
- Business Administration
- Marketing
- Financial Planning
- Strategic Planning
- Team Leadership & Development
- Branch Operations
- Small Business Operations
- Portfolio Management
- Investment Strategies
- Loan Processing
- Financial Institution Regulations
- Customer Relationship Management (CRM)
- Sales Proficiency
- Verbal & Written Communication
- Strong Organizational Skills
- Credit Assessment
- Cash Management
- Client Engagement & Relationship Development
- Customer Service Excellence
- Creative & Critical Thinking
Accomplishments
- Named to the Honor Roll at Southern New Hampshire University (Fall 2025) for academic excellence (GPA 3.5+)
- Named to the Dean’s List at Azusa Pacific University (Spring 2025) for academic excellence while working full-time.
- Recognized as a Culture Champion and mentor at JPMorgan Chase for outstanding client engagement and branch leadership.
- Supported digital adoption efforts at JPMorgan Chase by educating clients on mobile banking tools and resolving app-related issues, improving customer satisfaction and reducing teller wait time while developing career skills for a future Branch Operations Lead Manager role.
- Promoted to Assistant Manager at McDonald’s within one year due to exceptional performance and team leadership.
- Successfully led and coordinated 10+ community events for the City of Monrovia and church programs, including plays, charity drives, and cultural festivals.
- Trained and supervised over 20 team members across multiple retail and food service locations, improving team efficiency and service quality.
- Managed chapel operations for 71+ services per semester at Azusa Pacific University, supporting over 1500 students weekly.
- Served as Student Ambassador at Azusa Pacific University, representing the university at admissions and outreach events, guiding prospective students and families during campus visits, and promoting APU’s mission through campus engagement.
Certification
Dean’s List Recognition, Azusa Pacific University
Timeline
Chapel Life Admin & Operation Lead Intern
Azusa Pacific University
01.2024 - 12.2024
Associate Banker-Branch Operation Lead Training
JPMorgan Chase & Co.
09.2021 - Current
Assistant Manager
McDonald's
02.2019 - 09.2021
Shift Manager
McDonald's
01.2018 - 02.2019
Crew Trainer
McDonald's
08.2017 - 01.2018
Shift Manager
Carl's Jr
01.2017 - 08.2017
Associate of Science - Business Administration And Management
Higher Institute of Qualitative Studies
Professional Certification - Cybersecurity / IT Audit
ISACA – Certified Information Systems Auditor (CISA®)
MBA -
Southern New Hampshire University
Bachelor of Arts - Business Management
Azusa Pacific University
Bachelor of Arts - Theology, Music, And Worship
Azusa Pacific University
Languages
English