Team Leader Members

Ana Caetano-Garrido

West Caldwell, NJ *****

973-***-**** ************@*****.***

Professional Summary

A highly motivated team leader with over 10 years of experience in leading teams to success. I believe that communication is a key component of effective leadership, which is why I focus on listening to feedback and fostering honest communication between my team members. I work alongside my team to learn, grow, share best demonstrative practices and to maintain humility.

Skills

Safety and Security Compliance Management

Operations Management Staff Management

Compliance Management Recruiting and Hiring

Recruiting and Hiring Goals and performance

Efficient communication Budgeting/Finance Control

Work History

Lifetime Fitness

Department Leader

September 2021-Present

Florham Park, NJ

●Consistently finished 1st among 5 NJ regions in the following metrics: sales, engagement, KPi’S, and contribution margin.

●Top 20 club nationally for efficiency, junior dues, and engagement scorecard

●Manage payroll within budgetary guidelines maintaining the monthly, quarterly, and annual department budget, including submitting monthly financial reports to the General Manager.

●Manage and support the team members by providing ongoing training and developmental needs, performance management, and career guidance for up to 120 team members. Evaluate strengths and opportunities in order to foster a positive and efficient working environment.

●Participates in the casting, interviewing, and hiring of Team Members, both permanent and seasonal positions.

●Ensure the effectiveness and efficiency of divisional needs to appropriate HR leadership when needed.

●Oversees the development and training of staff, setting and monitoring performance goals. Evaluations, coaching, and performance planning to establish clear expectations and ensure compliance with internal HR policies.

●Facilitate the onboarding process for new hires

●Multitask multiple businesses under the Kids umbrella.

●Conduct annual performance reviews and manage staff compensation for all staff members, both permanent and seasonal. Develop and implement performance improvement plans.

●Owns overall account satisfaction related to retention, customer satisfaction, and overall traffic of Club events. Ensure member satisfaction through expediting resolutions of complex issues.

●Strong working knowledge of employee relations, coaching and counseling employees, conducting internal investigations, and communicate and escalate to HR leadership to resolve issues and recommend procedural changes to policies and work environment. Serve as a point of contact for employee inquiries and concerns.

●Demonstrate ability to positively influence teams, build effective relationships, and handle sensitive and confidential information with sensitivity and professional manner.

Bank of America

Risk Operations Senior Team Leader (Mortgage)

March 2012-May 2013

Newark, NJ

●Monitored workflow and operational efficiency to recommend changes and operational improvements. Responded to complex customer or investor inquiries. Oversaw staffing and responsible for monthly coaching, recognition, and promotions.

●Responsible for Risk Operations teams (30+ associates) involved in day-to-day loss mitigation and collection activities.

●Primarily dealt with Fannie Mae portfolio where accounts managed could be current, delinquent, or charged-off

●Managed inbound and outbound calling strategies to maximize efficiency and effectiveness.

●Responsible for meeting all production targets while mitigating delinquencies/losses.

●Ensured adherence to investor and regulatory guidelines were met.

Unsecured Collection and Recovery Senior Team Leader

August 2007- March 2012

Newark, NJ

●End-to-end responsibility for mitigating risk on a $100MM-$200MM high-risk card portfolio including risk profiling, loss forecasting, calling and direct mail strategies, managing compliance controls, and driving and delivering results for delinquent accounts ranging from 90 days to 180 days past due. Responsible for day to day managing of approximately 22-30 associates in a call center environment.

●Ensure operational excellence in the areas of production, quality control, and customer experience.

●Develop and progress associates through ongoing training and coaching so associates can ultimately achieve performance expectations.

●Responsible for Bilingual portfolio (90-180 days delinquent)

●Demonstrated record of consistent performance and ability to establish strong presence within Unit · Accountable for goal achievement 9 out of 12 months in the last year performance · Recipient of Top Performing Team in August/October 2010 /February 2011/October 2011.

●Model the Bank of America Spirit and support and build a team that works to fulfill the company’s goals and execute the Bank of America Core Values

●Member of the ACT committee which provides resources and consistency amongst the associates through team building exercises and career development.

Assistant Manager/IR Representative

August 2000- August 2007

Bank of America, Newark, NJ

●Supervised and coached teams on the proper behaviors, sales techniques, service expectations and compliance guidelines, while modeling the same

●Ensured completion of regulatory compliance and training specific to sales and service responsibilities for all members of the banking center.

●Demonstrated significant marketing and motivational skills essential to fortify existing relationships and inducing new clients to investment in the bank.

●Demonstrated comprehensive financial planning capabilities by assessing needs, as well as identifying and recommending financial solutions.

●Worked directly with customers to build relationships, undercover and satisfy their needs through the sale of financial products and services.

●Analyzed client profiles to determine and target specific initiatives & service offerings, placing certain unsolicited orders for designated clients, under FA supervision and served as the main point of contact for established clients.

●Ensured the audit/compliance procedures of the center were followed while maintaining the highest level of customer service.

●Established the staffing schedule for the branch and assisted with teller recruiting and performance management.

Education

●Essex County College 1998-2000

●Jersey City State 2000

●Anticpated ceritication of PHR 2025

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Languages

●Fluent In Portuguese

●Understand/Speak Spanish

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