Lilliana Serrano-Roman
Berwyn
Summary
Tenured banking professional with exceptional communication and project management skills. Proven ability to handle multiple tasks effectively and efficiently in fast-paced environments. Recognized for taking proactive approach to identifying and addressing issues, with focus on optimizing processes and supporting team objectives.
Overview
15
15
years of professional experience
Work History
Financial Center Manager
Bank of America
07.2024 - Current
- Built and lead high-performance team focused on achieving sales and service goals.
- Mentor and develop team members that are looking to grow into operational roles within the bank.
- Performed quality assurance checks on transactions and account actions to assess compliance with state and federal regulations.
- Implemented fraud prevention measures by regularly reviewing transaction activities for suspicious patterns.
- Research, review, and interpret reports to locate financial center opportunities.
- Improved financial center performance by implementing effective sales strategies and staff training programs.
- Create/update Mast Action Plans and employee blue prints that are focused on remediating FC and team member opportunities.
- Assist market leader with developing and sending weekly communication emails focused on volunteer events to the market.
Market Financial Center Manager
Bank of America
05.2022 - 07.2024
- Provide leader support to market financial centers in the absence of the financial center manager.
- Collaborate with team members to deliver a cohesive banking experience to our customers by leveraging client engagement connects to introduce myself to our clients and briefly discuss what we were able to accomplish during their visit and build relationships.
- Project Manager: Conduct financial center observations for the market.
- Debrief with Market leader and Financial Center managers any opportunities that were observed.
- Up coach Financial Center managers and coach team members when applicable.
Financial Center Assistant Manager
Bank of America
03.2015 - 05.2022
- Developed strong working relationships with staff, fostering a positive work environment.
- Lobby lead- Engage and route clients properly.
- Deescalate situations when needed in an effort to continue delivering exceptional customer service.
- Conduct daily briefs and discuss daily performance results and develop action plans for the financial center when an opportunity was identified.
- Conduct employee performance evaluations, providing constructive feedback for growth and development.
Manager
Loya Insurance Company
06.2010 - 03.2015
- Coach and led a team of 4.
- Increased team productivity by implementing streamlined processes and effective communication strategies.
- Maximized performance by monitoring daily activities and mentoring team members.
- Developed and implemented business strategies to achieve business goals and stay competitive.
- Prioritize communication by having bi-weekly meetings to discuss any opportunities identified and the action plans put in place to effectively correct them.
- Assist regional manager in conducting audits for the market.
Education
Bachelor of Arts - Psychology
Roosevelt University
Chicago, Illinois12.2007
Associate of Arts - Psychology
Morton College
Cicero, Illinois12-2005
Skills
- Excellent Team Leadership
- Operations and Risk Management
- Strong Communication and Organizational Skills
- Bilingual- Fluent in English/Spanish
- Project management
- Attention to detail
- Problem-solving abilities
- Multitasking Abilities
Languages
English
Native or Bilingual
Spanish
Native or Bilingual
Timeline
Financial Center Manager
Bank of America
07.2024 - Current
Market Financial Center Manager
Bank of America
05.2022 - 07.2024
Financial Center Assistant Manager
Bank of America
03.2015 - 05.2022
Manager
Loya Insurance Company
06.2010 - 03.2015
Bachelor of Arts - Psychology
Roosevelt University
Associate of Arts - Psychology
Morton College
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