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Skills

  • Regulatory compliance
  • Conflict resolution and mediation
  • MS Office
  • Process improvement
  • Relationship development
  • Operational improvement
  • Data-driven decision making
  • Branch operations management
  • Team building
  • Education funds

Work Experiences

  • Achieved 35% growth in new account sign-ups over 2015.
  • Analyzed customer portfolios to adjust strategies.
  • Achieved a 84% reduction in overdraft fees for key client groups.
  • Allowed staff to focus more on client-facing activities.
  • Assessed and approved high-value loans.
  • Achieved Top Performer for excellence in sales performance.
  • Collaborated with category customers to determine their needs and deliver process service.
  • Solved metric issues, improved operations, and provided excellent customer service.
  • Collaborated with local organizations to provide specialized financial planning assistance to a variety of people with different needs.
  • Boosted net promoter scores by 42% points.

Summaries

  • Achieved 2% growth in the business client base.
  • Costs were consistently reduced while profits were increased.
  • Within Miscellaneous, senior Manager of Personal Banking and outstanding performer in budget management and strategic planning.
  • With Series 7, 6, and 63 licenses, we can demonstrate our expertise.
  • Adept at fostering team growth.
  • Customer satisfaction is important to me, so I'm resourceful, hardworking, and passionate about it.
  • Advanced in data-driven decision making, utilizing branch performance metrics to drive consistent month-over-month revenue increases, including a 84% income boost at Atlanta branch.
  • Achieved superior sales results.
  • Achieved a 42% increase in product sign-ups.
  • Achieved 58% increase in account openings.

Accomplishments

  • Forged a strategic partnership with program, contributing to a 69% increase in consumer loan applications.
  • Successfully reversed a declining customer satisfaction score by implementing a 5-point customer retention plan, boosting satisfaction by 85%.
  • Streamlined compliance and regulatory processes, reducing audit discrepancies by 21% within 2019.
  • Trained and mentored new personal bankers, resulting in a 48% reduction in employee turnover and improved staff performance metrics.
  • Managed and monitored the successful rollout of a new digital banking platform, improving online transaction efficiency by 69%.
  • Led cross-training initiatives to improve team responsiveness in fluctuating business volumes, achieving a 64% increase in customer service responsiveness.
  • Maximized branch operational efficiency through enhanced resource planning and personnel allocation, increasing overall productivity by 19%.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Collaborated with marketing teams on community sponsorship opportunities, raising brand awareness and resulting in 17% more customer interactions.
  • Produced record-breaking results in deposit growth, bringing in $7 in new deposits over several months.

Affiliations

  • Risk Management Association (RMA) - Retail Banking Interest Group
  • Rotary International
  • Financial Services Technical Assistance Association (FSTAA)
  • National Retail Banking Association (NRBA)
  • Project Management Institute (PMI) - Financial Services Practice
  • Association for Computing Machinery
  • Customer Experience Professionals Association (CXPA)
  • Toastmasters
  • Institute of Finance and Management (IOFM)
  • Credit Union National Association (CUNA)

Certifications

  • Certified Business Banking Specialist (CBBS) Ironclad Systems, 2015
  • Anti-Money Laundering (AML) Certification – Beacon Labs, 2018
  • Customer Communication Best Practices in Banking – Beacon Labs, 2022
  • Google Certified Professional Cloud Architect
  • Financial Services Certified Professional (FSCP) - Ironclad Systems
  • Project Management Professional (PMP) - Lakeside Partners, 2024
  • Certified Public Accountant (CPA)
  • Certified Treasury Professional (CTP) – Beacon Labs, 2016
  • Accredited Wealth Management Advisor (AWMA) – Northwind, 2018
  • Six Sigma Green Belt Certification - Harbor & Co.

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