Management

Erlene Mojica Rivera

Dynamic Leader Dedicated to Maximizing Bottom-Line Results & Delivering Product / Service Excellence

Rex, GA 30273 305-***-**** *******@***.***

District / Regional Operations Branch Management Business Management

Consumer Banking Process Optimization Change Management Customer Service

Profit / Loss Financial / Budget Control Strategic Analysis / Planning Trends Tracking

Start-Up Operations Team Building / Leadership Training / Development Coaching / Mentoring

Highly Accomplished Professional who excels at analyzing lucrative business needs, identifying multimillion-dollar growth opportunities, defining methods for capturing new customers, and attaining leverage in competitive markets. Top Performer who exhibits keen market knowledge and up-to-date trends awareness with expertise in creating brand-building solutions for multi-site, globally based business units.

Ambitious Self-Starter who continually gains buy-in among team members to promote unified objectives, enhanced accountability, and incredible goal achievement to align with a company’s mission, vision, and values. Bilingual Communicator (English / Spanish) who develops profitable alliances among decision-makers, multidisciplinary teams, and customers, and who leads by example and with ethics and integrity.

Career Highlights Include:

Exhibiting recognition as a “quick study” who rapidly picks up new concepts.

Offering solid skills in critical thinking, time management, and attention to detail.

Swiftly rising above multi-site operational challenges using excellent logical reasoning.

Developing strategic objectives to maximize profitability goals and client satisfaction rates.

Consistently achieving high rankings, including #1 district status and “Top 10” regional status.

Successfully opening brand-new store locations while boosting team morale and performance.

Professional Synopsis

First American Title Lending

(2019 – Present)

Branch Manager

Capitalize on the opportunity to lead forward-thinking branch operations, including recruiting, training, mentoring, and managing a dynamic team of customer service associates dedicated to achieving objectives.

Created a new Collections Program.

Continually collected 90% of all receivables.

Actively met sales goals by driving lending operations.

Developed a Customer Service Training Program to address service deficiencies.

Bank of America

(2018 – 2019)

Relationship Manager

Built and sustained lucrative relationships among a diverse customer portfolio, including expertly servicing clients’ needs and cross-selling products / services. Trained and mentored new hires and tenured associates.

Offered experience in financial services and knowledge of financial services industry.

Collaborated with customers to meet financial goals and drive key sales and objectives.

PNC Bank

(2016 – 2018)

Business Banker II Service Manager (SAFE License)

Expertly managed all facets of bank operations, including recruiting, training, and managing a customer service-driven team of associates, as well as assisting staff in mastering roles for future career advancement.

Consistently drove branch-specific sales, service, and operations success.

Led operations of the largest branch in the Athens area achieving high sales goals.

Created a weekly staffing schedule for the Teller Team while adhering to all policies / procedures.

Erlene Mojica Rivera Page Two 305-***-****

Wells Fargo Bank

(2014 – 2016)

Business Banker II Service Manager (SAFE License) Notary Public

Maximized bottom-line performance by actively selling high-quality banking products and services, including managing a large-scale customer portfolio while servicing relationships. Developed key partner relationships.

Utilized profiling analysis tools to evaluate and capitalize on cross-sell opportunities to increase product-per-customer. Modeled sales and service behaviors while driving practices based on ethical thought and behavior.

Generated new sales opportunities to achieve minimum sales standards.

Achieved “Shared Success Award” for demonstrating excellence in core values.

Personal Banker I (SAFE License) Business Advocate Notary Public

Applied solid multitasking skills toward driving financial services, branch operational, and account management initiatives, including processing new account transactions to deliver excellence in customer service.

Profitably cross-solid bank products and services, including promoting bank business by building and sustaining strong customer relationships to further generate new business and / or maintain existing business.

Exhibited strong knowledge in all areas of teller, vault, safe deposit, and DDA lines of credit.

Coached and mentored newly hired Account Representatives and additional branch staff members.

Radio Shack Corporation

(2012 – 2014)

General Manager District Manager-in-Training

Strategically steered operations of 100 region-specific stores, including recruiting, training, coaching, mentoring, and managing profit-focused staff and managers dedicated to aligning results with company goals.

Contributed sharp analytical abilities toward balancing multiple cash drawers and facilitating on-time bank deposits. Planned and prioritized employee workflow and scheduling. Led weekly store and staff meetings.

Successfully earned 3 awards per month across 7 metrics with ongoing personal accountability.

Ranked #1 or #2 out of 15 districts as “General Manager of the Month” for 10 consecutive months.

Tasti D-Lite

(2003 – 2010)

Regional Manager Corporate Trainer General Manager

Leveraged broad scope of industry knowledge toward directing results-generating regional operations, including managing all facets of multi-store initiatives, sales, marketing, new store openings, and team building.

Continually boosted ROI by recruiting, training, and managing top-performing teams; coaching new franchise owners; and effectively providing staff evaluation and payroll management for approximately 90 employees.

Provided staff certification procedures for 90 staff and acquired certification in just three months to result in further efficient operations and an enhanced employee spirit. Motivated employees to overcome challenges.

Managed high-volume inventory. Optimized finances and sales reporting across district. Developed annual plans and reports to present to Board for approval. Researched market to establish new sales strategies.

Retained employees for 3+ years with 90% retention rates.

Led the opening of 10+ new locations without direct supervision.

Spearheaded the opening of Mexico- and Dubai-based stores in 2010.

Successfully passed financial audits from 2004 to 2007 with 100% across all stores.

Education & Professional Development

Business Administration Diploma Polytechnical College

Food Service Manager Certification Sanitation Certification

Operations Management Training Diversity Workshop Exhibition Cooking

Anti-Harassment Assertive Certification Communication Skills & the Star Training Program

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