Carmen Ruvalcaba

· Focus on team and self-development, leadership and management through training and ongoing communications including one-on-ones, branch sales meetings and observations designed to support individual and team success, achievement of goals and career progression

· Assist in the management of the overall member experience focusing on member growth & retention

· Assume responsibility for branch performance, branch profitability and branch staff performance in the absence of the Branch Manager

· Provide focus to profile and sell/cross-sell business products to our existing client base, as well as train, lead and prospect new business opportunities throughout the Credit Union's geographic footprint

· Have a thorough understanding of the Credit Union's strategic initiatives and assist in aligning the branch to achieve those initiatives

· Monitor, analyze and create branch metrics to determine branch performance toward strategic initiatives

· Handle complex situations with confidence, knowledge and creativity

· Build relationships with members by educating them about products and services they could benefit from, and mentor and train others to do the same

· Promote positive working relationships while working with other departments to provide services that exceed member expectations and create consistency in processes for the membership and staff

· Support branch through ongoing staff training and assist in monitoring, analyze results and hold staff accountable for performance

· Monitor staffing levels, scheduling and branch workflow to ensure coverage to exceed member expectations and accomplish operational duties

· Take on a leadership role within the Credit Union by participating and contributing as a member of the Credit Union's management team including representing the Credit Union in the community and in a volunteer capacity

· Support and drive business development activities and source new high value premium and business customers

• Monitored accounts to verify compliance with payment terms and schedules.
• Identified, researched, and resolved billing variances to maintain system accuracy and currency.
• Prepared and mailed invoices to customers, processed payments, and documented account updates.
• Followed up overdue payments and payment plans from clients to establish good cash flow.
• Submitted cash and check deposits and generated cash receipts to record money received.
• Monitored customer accounts for payment delinquency and initiated collection efforts.
• Maintained accurate records of customer accounts, payments and payment plans.

• Assisted members with correcting account, service, and system issues by educating on required forms and technical processes.
• Monitored customer behaviors and upheld protocols to prevent theft of assets.
• Completed highly accurate, high volume money counts via both manual and machine-driven approaches.
• Processed quarterly vault and ATM audits with zerro error rate.
• Maintained friendly professional customer interactions.
• Assisted customers with setting up or closing accounts, completing loan applications, and signing up for new services.
• Responded to customer calls to answer questions about products and services.
• Recommended specific products and services in alignment with individual needs, requirements and specifications.
• Delivered functionality assistance via phone and online service platforms.
• Resolved concerns with products or services to help with retention and drive sales.
• Learned internal systems and related service role duties to provide skilled team backup in handling customer demands.
• Completed training and worked effectively under high-pressure client services environments.
• Investigated and resolved customer inquiries and complaints quickly.
• Exhibited high energy and professionalism when dealing with clients and staff.
• Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
• Trained staff on operating procedures and company services.
• Maintained up-to-date knowledge of product and service changes.
• Educated customers about billing, payment processing and support policies and procedures.
• Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
• Trained new personnel regarding company operations, policies and services.
• Enhanced productivity levels by anticipating needs and delivering outstanding support.
• Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.

• Identified and acted on growth opportunities and development options for business.
• Supported sales account managers by providing accurate and detailed reports.
• Expanded sales revenues by identifying opportunities and executing customized marketing plans.
• Developed knowledge of local business and market conditions to develop specialized merchandise.
• Educated clients on production and benefit protocols through in-depth training procedures.
• Trained, coached, and mentored new sales associates for maximum performance.
• Handled cash register operations and customer transactions to process payments.
• Answered customer questions about products and services, helped locate merchandise, and promoted key items.
• Provided exceptional customer service to foster client loyalty and satisfaction.
• Greeted customers and provided product advice to increase sales.
• Monitored sales team performance and provided constructive feedback.
• Participated in store meetings and product training sessions to understand and sell items.
• Performed inventory control procedures to manage stock.
• Built relationships with customers and community to promote long term business growth.
• Informed customers of promotions to increase sales productivity and volume.
• Set and achieved company defined sales goals.
• Trained new employees on customer service, money handling and organizing strategies.
• Stayed current on company offerings and industry trends.
• Attended monthly sales meetings and quarterly sales trainings.
• Built diverse and consistent sales portfolio.

• Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
• Helped customers locate products and checked store system for merchandise at other sites.
• Prepared merchandise for sales floor by pricing or tagging.
• Rotated stock and restocked shelves to maintain product availability and store appearance.
• Managed returns, exchanges and refunds in accordance with store policy.
• Answered customer questions about sizing, accessories, and merchandise care.
• Maintained calm demeanor and professionally managed issues in busy, high-stress situations.
• Solved customer challenges by offering relevant products and services.
• Assessed customer needs and utilized suggestive selling techniques to drive sales.
• Generated new sales leads to achieve and exceed monthly sales goals.
• Listened to customer needs and desires to identify and recommend optimal products.
• Managed efficient cash register operations.
• Opened, shelved and merchandised new products in visually appealing and organized displays for optimal sales promotions.
• Developed strong rapport with customers and created positive impression of business.
• Used in-store system to locate inventory and place special orders for customers.

• Greeted customers entering store and responded promptly to customer needs.
• Built relationships with customers to encourage repeat business.
• Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
• Worked flexible schedule and extra shifts to meet business needs.
• Helped customers complete purchases, locate items, and join reward programs.
• Restocked and organized merchandise in front lanes.
• Counted money in cash drawers at beginning and end of shifts to maintain accuracy.
• Assisted customers with returns, refunds and resolving transaction issues.
• Answered questions about store policies and addressed customer concerns.
• Worked closely with shift manager to solve problems and handle customer concerns.
• Tallied cash drawer at beginning and end of each work shift.
• Performed cash, card and check transactions to complete customer purchases.
• Handled cash with high accuracy and took care to check bills for fraud.
• Processed refunds and exchanges in accordance with company policy.