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Skills

  • Team building
  • Cultural awareness and communication
  • Complaint resolution and de-escalation strategies
  • Regulatory compliance
  • Framework equipment
  • Customer service
  • Customer onboarding process optimization
  • Budgets
  • Sales and marketing
  • Market trend analysis

Work Experiences

  • Achieved 40% above sales targets.
  • Achieved President's Club in 2018.
  • Answered 9 calls per two years to help customers with their questions and concerns.
  • Transported Asana to two years customer locations.
  • Achieved a 82% rate of first-contact resolution.
  • Collaborated with the sales team to meet quarterly goals.
  • Achieved a 77% decrease in branch processing errors.
  • Consistently exceeded individual sales targets.
  • Achieved 70% portfolio growth for the past year.
  • Conducted deep dives into client financial health.

Summaries

  • Achieved results within 6 months.
  • Accomplished Relationship Banker.
  • Personalable New Accounts Representative with 8 years of Banking and Financial Services experience.
  • Overall morale and productivity are boosted by experience in policy development and staff management procedures.
  • Achieved a 56% reduction in escalated cases.
  • Committed to exceeding quarterly goals.
  • Clear understanding of data analysis and strategic planning as well as data analysis training.
  • Adept at simplifying complex financial concepts.
  • Achieved a 38% reduction in customer onboarding times.
  • Achieved a 16% boost in fraud detection.

Accomplishments

  • Identified at-risk client accounts and developed tailored engagement strategies to retain 84% of high-value customers.
  • Resolved product issue through consumer testing.
  • Enabled the sales team to surpass digital product targets by 48% through collaborative training and process implementation.
  • Developed and implemented a customer follow-up strategy that resulted in a 28% higher rate of repeat business within two years.
  • Documented and resolved metric which led to initiative.
  • Enhanced profitability for individual and small business clients through bespoke financial advisory services centered on capital preservation and growth strategies.
  • Delivered personalized cash flow management and financial solutions that led to a 38% increase in client engagement and retention.
  • Trained a team of 4 junior bankers on best practices in customer relationship management, resulting in improved sales performance by 59%.
  • Exceeded quarterly goals by 67% through a consultative approach in recommending financial products and services tailored to individual client needs.
  • Partnered with other departments to increase digital banking tool adoption, which led to a 68% uptick in online/mobile transactions.

Affiliations

  • Customer Relationship Management Professionals Association (CRMPA)
  • Financial Services Information Sharing and Analysis Center (FS-ISAC)
  • The Banking Industry Architecture Network (BIAN)
  • Certified Customer Experience Professional (CCXP)
  • Society for Financial Education and Professional Development (SFEPD)
  • Institute for Certified Bankers (ICB)
  • Financial Planning Association (FPA)
  • Women in Banking and Finance (WIBF)
  • Society of Human Resource Management
  • Association for Financial Professionals (AFP)

Certifications

  • Certified Retail Banker, Retail Banking Academy, 2023
  • Accredited Senior Appraiser (ASA), American Society of Appraisers, 2023
  • Banking Compliance Professional Certification, American Bankers Association (ABA), 2018
  • Certified Public Accountant
  • CompTIA A+ Technician
  • Bank Compliance Institute Certification (BCI), Brightline, 2023
  • Financial Services Operations Certificate (FSOC), Institute of Banking, 2019
  • Certified Mortgage Banker (CMB) - Mortgage Bankers Association 2016
  • Certified Fraud Examiner (CFE) – Association of Certified Fraud Examiners (ACFE) 2022
  • Cisco Certified Internetwork Expert (CCIE)

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