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Skills

  • Customer experience improvement
  • Branch sales target achievement
  • Customer issue resolution
  • Client onboarding management
  • Financial literacy workshop facilitation
  • Client Retention Strategies
  • Business operations
  • First Aid/CPR
  • Business Administration
  • Operational improvement

Work Experiences

  • I'm in charge of card-related customer service and sales.
  • Established, enforced, and optimized internal policies to maintain efficiency and responsiveness to demands.
  • Assessed suppliers in order to assess delivery quality, timeliness, and compliance, maintain tight cost controls, and maximize business operational efficiency.
  • Achieved 54% higher uptake of Workday.
  • Achieved 77% reduction in customer wait time.
  • Used performance data to evaluate and improve operations, as well as forecast needs and target current business conditions.
  • Drove year-over-year business growth while leading operations, strategic vision, and long-range planning.
  • Achieved Excellence Award for outstanding performance.
  • Achieved 22% reduction in customer wait time by initiating a new appointment scheduling system at initiative.
  • Assessed employee performance over a several months period and provided constructive feedback to help them improve.

Summaries

  • Effective problem-solver and leader who excels at streamlining operations to reduce costs and improve organizational efficiency.
  • Recognized for successfully turning around a struggling company's operations in order to achieve long-term growth.
  • Leader with an organized nature and an analytical problem-solving approach who is goal-oriented and enterprising.
  • Results-oriented, goal-oriented, and looking to apply my experience to the role of Branch Relationship Executive.
  • Dynamic application of team leadership and budget management in a fast-paced business environment.
  • Competent offerings, pricing, and market positioning, as well as demonstrated Power BI expertise.
  • Branch Relationship Executive who is proactive and meticulous, with over 14 years of experience in the initiative industry.
  • Customer-focused team player with expertise in maximizing customer satisfaction while increasing profits and client acquisition.
  • Dedicated to learning, growing, and succeeding in Miscellaneous.
  • Dedicated to improving employee engagement and performance through training, monitoring, and morale-building.

Accomplishments

  • Played a key role in increasing branch loan volume by 24% through targeted relationship management and strategic client engagements.
  • Expanded the bank’s loan portfolio with strategic focus on high-return clients, contributing $193,000 in new loan origination.
  • Spearheaded a digital transformation initiative for procedure, resulting in 60% higher engagement and customer satisfaction scores.
  • Implemented customer satisfaction analysis measures that improved service reviews by 63% in three years.
  • Successfully onboarded 17 new clients, streamlining the onboarding process to improve satisfaction rates by 24%.
  • Orchestrated personalized financial planning sessions for 3 high-net-worth clients, driving an increase of $175,000 in assets under management.
  • Revamped branch compliance procedures, decreasing regulatory incidents by 65% over three years.
  • Initiated a client loyalty program that elevated repeat business by 82% and improved overall branch profitability.
  • Exceeded B2B relationship building targets by securing 11 new business partnerships and increasing branch revenue by $182,000.
  • Recognized with President's Club for closing 3 high-value client deals in 2019, exceeding sales targets by 43%

Affiliations

  • Toastmasters
  • Jaycees
  • Financial Planning Association (FPA)
  • Society for Human Resource Management (SHRM) - Banking Sector
  • Mortgage Bankers Association (MBA)
  • National Association of Branch Employees (NABE)
  • Association for Financial Professionals (AFP)
  • Freemason
  • Compliance & Risk Management Association (CRMA)
  • Financial Services Information Sharing and Analysis Center (FS-ISAC)

Certifications

  • Certified Regulatory Compliance Manager (CRCM)
  • Certified Financial Services Security Professional (CFSSP)
  • Cisco Certified Internetwork Expert (CCIE)
  • Certified Professional in Customer Service (CPCS)
  • CompTIA Network+
  • Project Management Professional (PMP)
  • SHRM Certified Professional (SHRM-CP)
  • ServSafe
  • Advanced Diploma in Financial Planning (ADFP)
  • Six Sigma Green Belt for Financial Process Improvement Northwind

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