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Skills

  • Cost control and reduction
  • Customer complaint resolution
  • Branch Budget Management
  • Team management
  • Staff supervision
  • Branch Relocation Planning
  • Project organization
  • Cash management and reconciliation
  • Organization
  • Client Relationship Management (CRM)

Work Experiences

  • Championed a digital transition of customer records, saving over 15 hours of manual entry labor each week.
  • Developed and implemented a cash handling strategy, leading to zero variances during surprise audits for 6 consecutive months.
  • Built and maintained relationships with high-net-worth clients.
  • Assisted the regional manager in setting long-term branch goals.
  • Decreased transaction processing time by 15%.
  • Created an employee performance scorecard.
  • Achieved results over 7 months.
  • Collaborated closely with the lending team to increase product referrals by 16%, resulting in $12 in new loan originations.
  • Corrected operational inefficiencies.
  • Collaborated with the lending team.

Summaries

  • Competent and goal-oriented professional who increased customer satisfaction by 25% over 6 months by introducing customer feedback systems and improving staff responsiveness.
  • Inventory audits and product staging are two areas where I excel.
  • Banking professional with in-depth knowledge of regulatory compliance (FDIC, FINRA) processes, consistently achieving compliance rate improvements and reducing operational risks by 19%.
  • Accomplished in cash management and reconciliation, consistently maintaining zero variances during branch audits for 17 consecutive months. Proven ability to safeguard assets while maximizing operational efficiency.
  • Committed to fostering a positive work environment.
  • Accomplished Banking Center Operations Manager experienced in managing cost-efficient operations, increasing branch profitability by 55% through meticulous P&L oversight.
  • Banking Center Operations Manager with 15 years of successful team leadership and performance reporting experience.
  • Recognized on a regular basis for outstanding performance and contributions to the Banking and Financial Services industry's success.
  • Accomplished Banking Center Operations Manager.
  • Reliable Banking and Financial Services expert with 8+ years of experience in shipping, receiving, and inventory management.

Accomplishments

  • Led a 9-phase project to upgrade ATM security systems, enhancing customer safety and reducing tampering incidences by 18%.
  • Resolved product issue through consumer testing.
  • Created and executed an enhanced onboarding and training process for new employees, reducing overall training time by 77% and boosting retention rates.
  • Developed and launched branch-wide performance improvement plans that increased overall customer satisfaction scores by 53% over 7 months.
  • Successfully implemented an ATM management program, reducing ATM downtime by 56% and improving customer service satisfaction.
  • Developed a cross-training program for tellers and customer service associates, increasing workforce flexibility and reducing service delays by 61%.
  • Developed and facilitated regular employee coaching sessions, resulting in a 69% improvement in staff’s operational efficiency within 17 months.
  • Partnered with the lending department to increase cross-sell of financial products, resulting in a 21% rise in product referrals and $15 in new loan originations.
  • Collaborated with team of 15 in the development of system.
  • Implemented a standardized audit process which cut audit discrepancies by 39% and improved regulatory compliance for 17 locations.

Affiliations

  • American Marketing Association
  • Community Bankers Association of Austin
  • Bank Leadership Academy Certifications (Jira, 2024)
  • Freemason
  • Organizations for Ethical Banking Practices (2015)
  • Association of Financial Professionals (AFP) Membership
  • Certified Treasury Professional (CTP) Certification
  • National Association of Social Workers
  • Jaycees
  • Bank Operations Institute (BOI)

Certifications

  • Project Management Professional (PMP)
  • Apple Certified Associate (ACA)
  • Certified Risk Management Professional (CRMP) - Brightline
  • Certified Treasury Professional (CTP) – 2016
  • Certified Public Accountant (CPA)
  • Salesforce
  • Advanced Certificate in Regulatory Compliance - Ironclad Systems, 2015
  • Certified Ethical Hacker (CEH) for Banking Professionals
  • Google Certified Professional Cloud Architect
  • Cisco Certified Network Associate (CCNA)

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