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Skills

  • Customer service
  • Bilingual communication
  • Financial planning
  • Financial product knowledge
  • Bank fraud detection and prevention
  • Problem resolution
  • Client follow-up techniques
  • Time management
  • Business operations
  • Regulatory compliance

Work Experiences

  • Achieved a 80% increase in customer retention.
  • Addressed issues related to overdrafts and account fees.
  • Achieved a 21% reduction in first-year account closures.
  • Achieved results within 6 months.
  • Analyzed performance metrics and customer feedback.
  • Achieved 7% of branch service-level agreements.
  • Achieved zero discrepancies in 2015.
  • Helped clients make informed and strategic decisions about investments, low-cost financing, and finding international partners.
  • Achieved up to 30% accuracy.
  • Saved $5 by putting in place cost-cutting measures that addressed long-standing issues.

Summaries

  • Adaptable Retail Personal Banker trained in fostering client relationships, achieving $12 in new revenue and Excellence Award for sales growth in competitive market conditions.
  • Clear understanding of performance reporting and risk assessment as well as vendor management training.
  • Adept at reducing transaction times.
  • Achieved $16 growth in managed portfolios.
  • Acquired 4 new clients in underserved markets.
  • Achieved 28% growth in branch revenue.
  • Achieved Employee of the Year for compliance excellence.
  • Strengths in workflow optimization and stakeholder engagement backed up by Banking and Financial Services training.
  • Collaborative Retail Personal Banker.
  • Award-winning Retail Personal Banker with expertise in banking software Power BI, improving sales goal tracking and contributing to Portland branch exceeding targets by 74%.

Accomplishments

  • Identified and acted on cross-selling opportunities, increasing overall branch sales by 59% within the past year.
  • Orchestrated targeted cross-sell campaigns resulting in 20% increase in credit card enrollments over the last one year.
  • Demonstrated transaction dispute resolution skills, achieving 29% faster resolutions and leading to increased customer satisfaction.
  • Led business development efforts by offering ServiceNow packages and achieved a 83% increase in client acquisitions.
  • Resolved complex customer account discrepancies, leading to a decrease of 44% in monthly customer complaints.
  • Ensured banking software system Adobe Creative Suite was used efficiently to track financial wellness plans, improving customer retention by 69%.
  • Analyzed key performance indicators, enhancing service offerings which improved the branch’s Net Promoter Score by 30%.
  • Developed personalized financial plans for a portfolio of 4 clients, reducing delinquent loan accounts by 73%.
  • Contributed to customer loyalty programs, increasing branch retention rates by 16% and lowering attrition rates by 22%.
  • Resolved product issue through consumer testing.

Affiliations

  • National Credit Union Administration (NCUA)
  • American Bankers Association (ABA)
  • Certified Personal Banker (CPB) - American Bankers Association
  • National Association for Business Economics (NABE)
  • Bank Marketing Association (BMA)
  • Association of Financial Professionals (AFP) - Certified Treasury Professional (CTP)
  • International Council of Nurses
  • Freemason
  • Financial Planning Association (FPA)
  • American Society of Safety Professionals

Certifications

  • Certified Lender Business Banker (CLBB) by American Bankers Association
  • Certified Relationship Manager (CRM) by World Council of Credit Unions
  • Certified Risk Management Professional (CRMP) by framework
  • Cisco Certified Internetwork Expert (CCIE)
  • Wealth Management Specialist (WMS)
  • Certified Customer Service Representative (CCSR) by program
  • Advanced Consumer Lending Certification by American Bankers Association
  • Certified Retail Banker (CRB) by Retail Banking Academy
  • Fundamentals of Personal Finance Certification by Summit Group
  • Certified in Financial Management (CFM) by Institute of Management Accountants

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