Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Languages
Timeline
Generic

Yvette R Rojo

Santa Clara

Summary

Seasoned banking professional with over 33 years of experience in retail banking and branch operations. Demonstrated leadership as Sales and Service Manager and Assistant Branch Manager, excelling in compliance and customer satisfaction. Skilled in risk management, complex issue resolution, and enhancing branch performance. Active Notary Public with extensive knowledge of financial products and regulations.

Overview

33
33
years of professional experience
1
1
Certification

Work History

Sales and Service Manager

BMO
Santa Clara
02.2023 - Current
  • Directed daily branch operations, ensuring compliance with federal, state, and company policies.
  • Coached staff on performance strategies, customer service excellence, and policy adherence.
  • Resolved escalated customer issues regarding savings, checking, and credit accounts.
  • Maintained accurate branch records and ensured audit readiness.
  • Supported sales initiatives by recommending relevant financial products and services.

Senior Service Officer

Bank of the West
Sunnyvale
12.2002 - 02.2023
  • Supervised teller operations and customer service functions for improved efficiency.
  • Trained new hires on banking procedures and compliance standards to ensure adherence.
  • Ensured compliance with internal policies and procedures as well as external regulations.
  • Developed strategies for increasing customer satisfaction levels and improving service quality.
  • Analyzed financial data and prepared reports on the branch's performance for senior management.
  • Performed financial transactions such as deposits, withdrawals, transfers, loan payments.
  • Coached staff on policies, procedures, and performance strategies to enhance service delivery.
  • Balanced vault and daily cash deposits with a zero error rate.
  • Processed complex transactions, including treasury, tax, and loan payments accurately.
  • Engaged in community outreach initiatives to strengthen customer relationships.
  • Ensured compliance with financial services security and audit procedures.

Teller

Bank of Santa Clara
Santa Clara
12.1998 - 08.2000
  • Delivered accurate customer service while ensuring professionalism in all transactions.
  • Secured funds and executed account transactions adhering to financial controls.
  • Processed customer transactions, including deposits, withdrawals, and loan payments efficiently.
  • Conducted specialized transactions, such as check orders and stop payment requests.
  • Trained staff and collaborated across functions to enhance branch initiatives.
  • Recommended additional products and services to meet customer needs.
  • Maintained compliance with audit protocols for secure fund handling.
  • Identified referral opportunities to connect customers with other banking services.

Assistant Customer Service Manager

Bank of the West
Santa Clara
02.1992 - 05.1998
  • Trained employees on cash drawer operation.
  • Balanced daily cash deposits and vault inventory with zero error rate.
  • Increased knowledge of banking products and services by actively participating in available training classes and workshops offered to employees.
  • Processed treasury, tax and loan payments.
  • Completed comprehensive tasks by implementing customer service initiatives, audit and restock ATMs and keep records on accounts.

Education

High School Diploma -

Fremont High School
Sunnyvale, CA
5 1991

Some College (No Degree) -

Mission College
Santa Clara, CA

Skills

  • Team building and leadership
  • Excellent communication skills
  • Bilingual in Spanish
  • Strong sense of banking ethics
  • Exceptional customer service
  • Risk management understanding
  • Financial analysis
  • Customer service
  • Regulatory compliance
  • Performance coaching
  • Team leadership
  • Audit preparedness
  • Process improvement
  • Goals and performance
  • Operations management
  • Excellent time management skills
  • Sales development
  • Customer relationships

Accomplishments

Conversion from Bank of the West to BMO Bank,N.A. and supported with the merge and part of the training team

Currently Part of the Directives and Procedures Simplification Project review as a Regional Operations Manager Champion for Northern California

Overall scorecard for 2024 117%

118.40% of referral Goal

Certification

  • Notary Active Term Ends 11/2027

Languages

English
Full Professional
Spanish
Professional

Timeline

Sales and Service Manager

BMO
02.2023 - Current

Senior Service Officer

Bank of the West
12.2002 - 02.2023

Teller

Bank of Santa Clara
12.1998 - 08.2000

Assistant Customer Service Manager

Bank of the West
02.1992 - 05.1998

High School Diploma -

Fremont High School

Some College (No Degree) -

Mission College

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Yvette R Rojo