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Skills

  • Regulatory compliance
  • Cross-selling strategy development (76% growth)
  • Customer Relationship Management (CRM)
  • MS Office
  • Coaching and mentoring team members
  • Cross-functional collaboration with branch managers
  • High-Net-Worth Client Portfolio Management
  • Customer satisfaction improvement strategies
  • Business Development
  • Relationship building and management

Work Experiences

  • Submitted loan applications to the loan underwriter for review and approval.
  • Boosted cross-sell ratio by 60%.
  • Improved customer retention by 10% by resolving escalated customer issues.
  • Achieved a 25% resolution success rate.
  • Achieved 8% growth in regional corporate banking accounts.
  • Achieved a 34% improvement in secret shopper service scores.
  • Actively liaised with local businesses and organizations.
  • Authored a performance monitoring report.
  • Achieved a 20% increase in annual revenue.
  • Boosted cross-sell ratio by 84% by implementing targeted sales strategies and delivering training on opportunity recognition.

Summaries

  • A dynamic manager, consistently driving operational excellence by reducing discrepancies during audits by 62% through meticulous adherence to initiative standards.
  • Versatile Assistant Financial Center Manager with background in banking and finance. Consistently meet bank and customer service standards. Ready to tackle new challenges in position within Banking and Financial Services where talents in workflow optimization and data analysis will be valuable.
  • Recognized on a regular basis for outstanding performance and contributions to the Banking and Financial Services industry's success.
  • Dedicated Assistant Financial Center Manager with 17 years of administrative and operations management experience.
  • Achieved results in Boston.
  • Knowledgeable Assistant Financial Center Manager with experience in childcare and development.
  • Achieved a 81% improvement in client satisfaction.
  • Accomplished in creating customer loyalty programs that drove a 77% increase in repeat transactions, enhancing both customer retention and profitability.
  • Achieved a 84% rise in cross-selling of products.
  • Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the method business.

Accomplishments

  • Worked closely with internal marketing teams to promote branch products, leading to a 67% increase in client acquisition within 2019.
  • Aligned operations with new regulatory changes, achieving 100% compliance during the 2018 audit cycle without affecting client service levels.
  • Executed targeted strategies in collaboration with sales, increasing sales of Salesforce by 22% in 2015.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Reduced branch discrepancies by 46% by introducing enhanced auditing protocols and leveraging Tableau for accurate reporting.
  • Proactively managed high-net-worth client portfolios exceeding initiative, increasing average asset under management by 66%.
  • Monitored and reported KPI performance indicators via program, enabling data-driven decision making that led to framework.
  • Supervised the onboarding and training of 6 new team members, resulting in a 41% improvement in branch efficiency.
  • Defined service standards for sales, resulting in a 73% increase in customer satisfaction and improved secret shopper scores.
  • Documented and resolved program which led to procedure.

Affiliations

  • Institute of Bankers (IoB)
  • Association for Financial Professionals (AFP)
  • National Minority Supplier Development Council (NMSDC)
  • Credit Union National Association (CUNA)
  • International Institute of Certified Financial Planners (IICFP)
  • National Association of Professional Loan Officers (NAPLO)
  • Lions Club
  • Corporate Finance Institute (CFI)
  • Association for Corporate Growth (ACG)
  • Association of Information Technology Professionals

Certifications

  • Certified Regulatory Compliance Manager (CRCM)
  • Financial Risk Manager (FRM)
  • Microsoft Certified Systems Engineer (MCSE)
  • Certificate in Consumer Lending - Harbor & Co.
  • Fundamentals of Banking Certificate - Lakeside Partners
  • Series 63 - Uniform Securities Agent State Law Examination
  • Certified Treasury Professional (CTP)
  • Certified Financial Marketing Professional (CFMP)
  • CompTIA Security+
  • Certified Financial Planning & Analysis Credential (FPAC)

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