Sophia Soto
San Bernardino
Summary
Self-motivated Operations Manager successful in collaborating with consultants, area leaders, and employees to streamline and strengthen processes and control costs. Highly organized and detailed collaborator with solid record of accomplishment in meeting and exceeding business targets. In-depth knowledge of operational and budget management techniques.
Overview
16
16
years of professional experience
Work History
Operations Manager
Wells Fargo
Diamond Bar
06.2023 - Current
- Managed daily operations to enhance workflow efficiency and team collaboration.
- Coordinated cross-departmental communication to streamline project execution and information sharing.
- Developed training programs to improve staff skills and operational knowledge.
- Facilitated team meetings to promote accountability and address operational challenges.
- Analyzed performance data to identify trends and recommend strategic enhancements.
- Managed scheduling, training and reviewing and approving time sheets.
- Ensured compliance with safety regulations and maintained a safe work environment for all personnel.
- Recruited, hired and trained crew members on application of projects, customer relations, and customer service.
- Implemented policies and standard operating procedures to prevent loss to customers, team and company.
- Delegated work to staff, setting priorities and goals.
Associate Personal Banker
Wells Fargo Bank
Chino Hills
10.2021 - 06.2023
- Participate in delivery of exceptional customer experience by building relationships through proactive outreach as well as proposing appropriate products, services, and digital solutions to help customers succeed financially
- Assist customers with basic requests related to opening new accounts, completing service requests, and submitting credit applications
- Receive direction from managers and exercise judgment within defined policies and procedures
- Develop understanding of bank products and services to connect to customers' needs
- Interact with customers to demonstrate care and build relationships
- Provide appropriate options for bank products and services to customer
- Refer customers' financial needs to other bankers and partners as needed.
- Continue to withhold my duties on the operations side as well and when needed.
- Processed transactions accurately and efficiently at teller stations.
- Resolved customer issues and concerns through effective communication.
- Collaborated with team members to enhance customer service experiences.
- Maintained compliance with bank policies and regulatory requirements.
- Followed operational standards, promoting security, risk management and compliance.
- Identified potential fraud risks on accounts and reported suspicious activities to management.
Bank Teller
Wells Fargo Bank
Chino Hills
04.2010 - 10.2021
- Mitigate risk by staying compliant to Wells Fargo policies and procedures while minimizing risk.
- Focus on building and maintaining lifelong relationship with customers.
- Support customers in resolving or escalating concerns or complaints.
- Order appropriate supplies and equipment to avoid any work disruptions.
- Order and ship out currency to and from LA Cash Vault to manage our vaults.
- While processing transactions I am able to recognize fraud, elder abuse, and unusual activity filing and following procedures in efficient time without guidance.
- Support customer engagement by sharing digital solutions and make appropriate introductions to bankers with proper segmentation.
- Sell and purchase Foreign currency.
- Work in a fast paced environment.
- Receive direction from managers and exercises judgment within defined policies and procedures.
- Coach and guide team members.
- I am assigned Monthly control tasks to help maintain my branch.
- Promoted bank products to enhance customer relationships.
- Handled complex customer issues with professionalism and care.
- Ensured compliance with bank policies and regulations daily.
- Trained new tellers on procedures and best practices.
- Maintained confidentiality of bank records, transactions and customer information.
- Served large number of customers during high volume shifts and remained composed and professional in stressful situations.
- Explained bank services, financial products and applicable fees to customers.
- Verified customer signatures on documents and ensured accuracy of all paperwork before submitting for approval.
- Adhered to strict guidelines regarding financial and customer data to avoid breaches and information misuse.
Education
Associates Degree - Criminal Justice
Chaffey College
Rancho CucamongaHigh School Diploma -
Alta Loma High School
Alta LomaSkills
- Compliance adherence
- Effective communication
- Relationship building
- Critical thinking
- Operational efficiency
- Process improvement
- Operations oversight
- Employee motivation
- Staff training
- Team leadership
- Troubleshooting and problem solving
Timeline
Operations Manager
Wells Fargo
06.2023 - Current
Associate Personal Banker
Wells Fargo Bank
10.2021 - 06.2023
Bank Teller
Wells Fargo Bank
04.2010 - 10.2021
Associates Degree - Criminal Justice
Chaffey College
High School Diploma -
Alta Loma High School