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Skills

  • Business operations
  • Client onboarding processes
  • Sales goal achievement
  • Retail management
  • Process improvement
  • Vendor negotiation
  • Cash handling and reconciliation
  • Banking Software Expertise (Adobe Creative Suite)
  • Team management
  • Customer service

Work Experiences

  • Looked for industry trends on social media and through online sources.
  • Achieved a 55% satisfaction rating for 2016.
  • Consistently exceeded monthly sales goals by 37% through proactive client outreach and personalized financial product recommendations.
  • Assisted clients in creating customized financial roadmaps, leading to 43% repeat business among high-income clients.
  • Awarded in 2020.
  • Achieved results within one year.
  • Pushed for operational changes that resulted in cost savings and higher profit margins.
  • Contributed to branch revenue growth of 78%.
  • Conducted targeted customer outreach.
  • Championed fee-waiver campaigns.

Summaries

  • Adept at managing high-volume transactions.
  • Adept at implementing client feedback initiatives, improving branch Net Promoter Score by 47% in the past year, and enhancing overall customer experience through proactive service management.
  • Adept at handling challenging client interactions.
  • Achieved this for 14 consecutive quarters.
  • Within Customer Service, senior Retail Banking Associate and outstanding performer in quality assurance and stakeholder engagement.
  • Balanced large cash volumes with zero discrepancies.
  • Achieved success in cross-sales.
  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.
  • Overall morale and productivity are boosted by experience in policy development and staff management procedures.
  • Achieved 62% adoption growth for financial services.

Accomplishments

  • Resolved 10 escalated customer issues involving account discrepancies, resulting in 22% faster resolution times.
  • Collaborated with wealth management team to provide tailored investment portfolio recommendations, increasing sales by 20%.
  • Proactively identified cross-sell opportunities, contributing to a monthly branch revenue increase of 19%.
  • Resolved product issue through consumer testing.
  • Implemented a client feedback loop that improved process efficiency by 40% and enhanced overall service experience.
  • Recognized for exemplary performance in 2020, awarded 'Employee of the Month' for resolving 15 complex inquiries.
  • Maintained comprehensive knowledge of banking products and regulations, consistently meeting compliance audit standards.
  • Executed 16 strategic upsell campaigns, increasing branch revenue by 4 in 2015.
  • Coordinated with compliance team on quarterly audits that resulted in 4 zero compliance violations.
  • Collaborated with 4 internal departments to streamline client onboarding process, reducing account setup time by 53%.

Affiliations

  • Bilingual Toastmasters - French Chapter
  • National Retail Federation (NRF)
  • Rotary International
  • American Medical Informatics Association
  • American Society of Safety Professionals
  • Association for Financial Literacy and Education (AFLE)
  • National Notary Association (NNA)
  • Association for Supply Chain Management (APICS)
  • Lean Banking Institute
  • National Future Business Leaders of America (FBLA)

Certifications

  • Certified Retail Financial Services Specialist (CRFSS)
  • Introduction to Consumer Lending Certificate
  • Certified Public Accountant (CPA)
  • Certified Business Analysis Professional (CBAP)
  • Certificate in Financial Services Risk Management
  • Project Management Professional (PMP)
  • SHRM Senior Certified Professional (SHRM-SCP)
  • Certified Client Service Professional for Banks
  • Certified Financial Services Security Professional (CFSSP)
  • Certified Associate in Credit Union Business Development

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