Rocio Hernandez
Watkins
Summary
Knowledgeable senior specialist with deep expertise the field and offering several years of experience in the field. Skilled in building and leading teams of specialists in daily operations.
Overview
15
15
years of professional experience
Work History
Treasury Management Implementation Senior Specialist
First Bank
2025.03 - Current
- Provide exceptional customer service while onboarding customers and help reduce customer escalations by 33 percent
- Transitioned from a Development role to an Operations role to mentor initiation of the Implementation team
- Complete products and services application completion within 24-48 hours in turnaround, meeting departmental goal
- Guide Development specialists with documentation requirements and supported the Development team with onboarding
Treasury Management Development Senior Representative
First Bank
2023.05 - 2025.03
- Delivered exceptional customer service to current and prospective customers, enhancing satisfaction and loyalty.
- Supported Development Specialist by managing department email inbox and addressing work overflow to ensure timely responses.
- Met goals for products and services sales such as merchant services and Internet Cash Management
- Conducted comparison analysis of commercial products and services for existing and prospective customers, informing decision-making.
- Provided support to markets and training to personal bankers and took on referrals along with any treasury management questions
Lead Personal Banker
FirstBank
2015.09 - 2023.05
- Started as Teller and was promoted to New Accounts Representative to Senior New Account Representative to Lead Personal banker during my time at the branch
- Developed expertise in managing personal, business, retirement, health savings, college savings, and trust accounts at the branch.
- Trained new personal bankers in account opening procedures to enhance team capability
- Recognized as business account expert, ensuring compliance while delivering product and service information
- Welcomed branch customers and provided helpful and personalized assistance with banking needs
- Processed wire transfers with a focus on risk mitigation and fraud detection
- Review daily reports and large deposits for fraud detection or chargebacks
- Provided access to safe deposit boxes while following strict procedure and audit requirement
- Performed notary services for client documents
Customer Service Representative
State Farm
2015.02 - 2015.07
- Coordinated with internal departments to find solutions to customer questions
- Provided billing information and receiving payment for policies
- Handled customer phone calls and emails
Assistant Manager
Family Dollar
2011.11 - 2014.12
- Developed and managed weekly staff schedule
- Managed opening and closing of store, balanced vault, and maintained cleanliness
- Assisted customers and cashiers with exchanges and returns
- Facilitated receipt of vendor shipments and merchandise
- Processed change orders and made bank deposits
Education
Rangeview High School
Aurora, COSkills
- Customer relationship management
- Phone communication
- Email communication
- Computer basics
- Bilingual
- Problem solver
- Self-motivated
- Reliable
- Resourceful
- Multi-tasker
- Fast learner
- Calmness in difficult situations
- Patience
- Initiative
Timeline
Treasury Management Implementation Senior Specialist
First Bank
2025.03 - Current
Treasury Management Development Senior Representative
First Bank
2023.05 - 2025.03
Lead Personal Banker
FirstBank
2015.09 - 2023.05
Customer Service Representative
State Farm
2015.02 - 2015.07
Assistant Manager
Family Dollar
2011.11 - 2014.12
Rangeview High School