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Skills

  • Financial analysis and planning
  • Operational improvement
  • Inventory management
  • MS Office
  • Risk assessment and mitigation
  • Proficient in method
  • Client onboarding and account-opening processes
  • Expert in risk management
  • Client needs analysis and personalized service
  • Invoice generation

Work Experiences

  • Coordinated lobby traffic during peak hours by implementing a customer flow system, reducing congestion and improving service efficiency.
  • Boosted sales conversion rates by 15%.
  • Exceeded the 2022 sales plan by 4% in net profit.
  • Conducted performance evaluations for lobby staff, resulting in a 23% improvement in individual goal achievement.
  • Evaluated procedure applications against established criteria to determine whether they should be approved, rejected, or modified.
  • Increased branch revenue by streamlining daily operations.
  • Generated sales by completing the entire sales cycle, from prospecting to contract negotiations and closing.
  • Boosted branch-level customer satisfaction rates by 38%.
  • Developed an annual branch business plan for maximum profitability and effectiveness.
  • Developed strong relationships with both new and existing clients in order to better serve their financial needs and encourage branch loyalty.

Summaries

  • Bank Lobby Manager with quality assurance and client relations abilities.
  • Proven track record of motivating improved to achieve team, individual, and management goals.
  • With hands-on experience, eager to learn new skills and advance knowledge.
  • Looking forward to taking on a new challenge with a successful team.
  • Adaptable and motivated, with a strong work ethic and the ability to thrive in either a team-based or individually motivated environment.
  • Discerning Miscellaneous professional with demonstrated financial management and program management abilities.
  • Results-oriented Miscellaneous professional with risk assessment, client relations, and quality assurance strengths.
  • Communicative and team-oriented, with HubSpot expertise.
  • Performance reporting and team leadership abilities are exceptional.
  • Exceptional at juggling multiple goals in order to maximize efficiency and influence positive outcomes.

Accomplishments

  • Authored monthly executive performance reports for KPIs, providing in-depth analysis that improved decision-making efficiency.
  • Streamlined queue management processes, decreasing average customer service wait times from 16 minutes to 16 minutes.
  • Built relationships with local community business leaders, generating an additional 15% growth in high-value accounts.
  • Trained newly hired team members on all branch protocols, reducing onboarding time by 49% between 2020 and 2015.
  • Implemented and supervised compliance audits ensuring 17-person staff adhered to both federal and state banking regulations.
  • Developed and implemented cross-promotional strategies with branch partners, leading to a 22% rise in lobby-based revenue streams.
  • Initiated customer satisfaction surveys which improved the branch's five-star ratings by 67% by enhancing client feedback loops.
  • Consistently exceeded financial product promotion goals by 43%, contributing an average of $2 in quarterly bank revenues.
  • Spearheaded Workday system upgrade for customer check-ins, reducing manual processing errors by 62%.
  • Organized in-branch marketing campaigns increasing awareness and sales of Asana by 60% in under 15 months.

Affiliations

  • Attendee, Annual Credit Union Management Conference, 2024
  • Certified, Conflict Resolution and Dispute Management, system
  • Active Participant, Banking Analytics Roundtable
  • Certified, Certified Financial Services Auditor (CFSA), 2023
  • Member, Financial Executives Networking Group (FENG)
  • Certificant Six Sigma, Certified Branch Manager (CBM) Program, Institute of Certified Bankers (ICB)
  • Attendee, National Forum for Financial Services, 2015
  • Organizational Affiliate, Chartered Institute for Securities & Investment (CISI)
  • Facilitator, Bank Business Development Workshop, 2017
  • Member, Bank Administration Institute (BAI)

Certifications

  • Certified Business Development Professional (CBDP)
  • Certified Branch Manager (CBM) by American Bankers Association (ABA)
  • Salesforce
  • Certified Financial Marketing Professional (CFMP)
  • Microsoft Office Specialist (MOS) Certification
  • Cisco Certified Internetwork Expert (CCIE)
  • Certified Customer Experience Professional (CCXP)
  • Lobby Management and Queue Optimization Training Microsoft Excel
  • Certified Bank Operations Specialist (CBOS) from Institute of Certified Bankers (ICB)
  • Certificate in Business Relationship Management (CBRM)

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