Yesenia Alvarez-Hernandez
Reading
Summary
Diligent and professional with a proven track record of delivering exceptional customer service and crafting tailored solutions to foster strong customer relationships. Proficient in bilingual communications, driving results, and analytical problem-solving, with a commitment to empowering customers through high-quality service. Eager to embrace new challenges and leverage critical thinking skills to effectively resolve issues and enhance customer satisfaction. Determined and adaptable, ready to learn new systems to optimize daily operational tasks.
Overview
11
11
years of professional experience
Work History
Banker
Citizens Bank
Exeter, PA
03.2025 - 01.2026
- Adhered to branch operations to ensure compliance with regulatory standards and internal policies.
- Mentored junior bankers, fostering skill development and knowledge sharing within the team.
- Assisted customers with setting up or closing accounts, completing loan applications, and signing up for new services.
- Developed and maintained strong customer relationships, providing exceptional service and advice.
Branch Manager
Citizens Bank
Temple, PA
03.2022 - 03.2025
- Led branch operations, ensuring adherence to regulatory compliance and internal policies.
- Managed team performance through hiring, coaching, training, and regular feedback sessions.
- Developed and implemented strategic initiatives to enhance customer service experiences.
- Oversaw financial reporting, forecasting, and budget management for branch profitability.
- Continuously monitored branch performance against key performance indicators, taking corrective actions as needed to ensure objectives were met or exceeded.
- Improved customer satisfaction ratings by enhancing service quality and resolving client issues promptly.
- Coached colleagues to boost product sales and services. Also built a center of influence to acquire new business
Banker
Citizens Bank
Reading, PA
11.2016 - 02.2022
- Performance Level 5 out of 5 for 2018 Exceptional, all expectations exceeded.
- Awarded 2018 Credo Award for being a transitional agent, by encouraging customers to continue to bank.
- Achieved or exceeded personal sales goals on consistent basis.
- Complete loan servicing procedures to assess compliance with bank and regulatory requirements.
- Uncover financial needs and make recommendations cross selling banking products.
- Generated leads with Rapid Response and developed sales funnels.
- Conducted wire service and account transactions for customers, including ordering checks and placing stop payment orders.
- Set up new and regularly serviced existing business and personal accounts to bring in maximum revenue.
- Network in community, obtained referrals from customers and used sales techniques such as cold calling and sales blitz to increase business.
- Attend local gatherings and networking events as a bank representative to establish community relations and generate potential customer leads.
Store Manager
Turkey Hill Minit Markets
Reading , PA
05.2015 - 07.2016
- Processed daily paperwork, balanced register drawers, produced staffing schedules, prepared deposits and approved payroll.
- Updated store pricing, signage and merchandising to promote specials, sales and discounts.
- Earned Serve Safe Certificate.
- Managed inventory. Accounted for physical inventory to minimize loss.
Education
Bachelor of Science - Business Administration
Kutztown University Of Pennsylvania
Kutztown, PA05.2012
Skills
- Building Customized Customer Solutions
- Generating Referrals and sales driven
- Public Notary
- Proficient in Microsoft Suite
- Works well in team oriented atmosphere as well as independently
- Detail Oriented
- Ability to multitask
- Comparing Products
- Customer Service-oriented
- Team coaching and training
- Follow-up skills
Languages
Spanish
Full Professional
Timeline
Banker
Citizens Bank
03.2025 - 01.2026
Branch Manager
Citizens Bank
03.2022 - 03.2025
Banker
Citizens Bank
11.2016 - 02.2022
Store Manager
Turkey Hill Minit Markets
05.2015 - 07.2016
Bachelor of Science - Business Administration
Kutztown University Of Pennsylvania