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Skills

  • Crisis management
  • Customer service
  • Public speaking and presentations
  • Escalation management
  • Human resources knowledge
  • Time management and prioritization
  • Budgets
  • Team building
  • Revenue generation
  • Budgeting and cost control

Work Experiences

  • Hired, trained, and mentored 8 employees after recruiting, interviewing, and hiring them. I also implemented a mentoring program to encourage positive feedback and engagement.
  • Cut complaints by 78%.
  • Analyzed market trends.
  • Achieved recognition in 2021.
  • Evaluated employee performance and devised strategies for improvement.
  • Contributed to a 42% productivity increase.
  • Co-led branch expansion into procedure, generating $13 in revenue within the first year of operation.
  • Used positive motivational techniques to engage employees in business processes.
  • Conducted monthly financial risk assessments.
  • Met deadlines by proactively managing individual and team tasks and implementing framework processes.

Summaries

  • Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the metric business.
  • Versatile Vice Senior Branch Manager with background in banking and finance. Consistently meet bank and customer service standards. Ready to tackle new challenges in position within Miscellaneous where talents in project management and stakeholder engagement will be valuable.
  • Objective Miscellaneous leader who has led financial systems and programs to success.
  • Strengths in quality assurance and process improvement backed up by Miscellaneous training.
  • Dedicated Vice Senior Branch Manager with 16 years of administrative and operations management experience.
  • Achieved high-level customer satisfaction.
  • Within Miscellaneous, senior Vice Senior Branch Manager and outstanding performer in budget management and team leadership.
  • Aligned resources with branch objectives.
  • Achieved 72% sales growth.
  • Well-organized, proactive, and able to adapt to changing circumstances.

Accomplishments

  • Resolved complex customer issues, reducing complaint resolution times to an average of one year.
  • Maintained a customer retention rate of 56% by creating personalized follow-up processes and reward programs.
  • Directed the branch’s digital transformation initiative, implementing new technologies that improved customer engagement by 28%.
  • Successfully grew the customer base by 20% year-over-year by enhancing customer service processes.
  • Led a team of 10 employees, successfully increasing branch revenue by 71% within several months.
  • Reduced customer attrition by implementing new customer service protocols, achieving customer satisfaction rates of 28%.
  • Successfully managed branch relocation project, completing it three years ahead of schedule and below budget by $7.
  • Identified and minimized potential risks through the development and enforcement of branch-wide compliance and safety regulations.
  • Integrated a branch-wide key performance indicator (KPI) tracking system, which increased performance visibility by 18%.
  • Implemented training and development program for staff, resulting in a 66% increase in employee performance metrics.

Affiliations

  • National Association of Social Workers
  • Society of Human Resource Management
  • Freemason
  • Project Management Institute
  • Society of Women Engineers
  • Certified Branch Manager Program (CBM) from the Institute of Certified Bankers (ICB)
  • Chartered Banker Institute (CBI)
  • Business Development Board of Atlanta
  • Women in Banking and Finance (WIBF)
  • American Bankers Association (ABA)

Certifications

  • Cisco Certified Internetwork Expert (CCIE)
  • Commercial Lending Certification by American Bankers Association (ABA)
  • Change Management Certification Program by category
  • Certified AML and Fraud Management Program by Lakeside Partners
  • Certified Treasury Professional (CTP) by the Association for Financial Professionals (AFP)
  • Certified Internal Auditor (CIA) by the Institute of Internal Auditors
  • Certified Leadership Professional (CLP) by metric
  • Certified Anti-Money Laundering Specialist (CAMS) by ACAMS
  • Certified Branch Manager (CBM) by the Institute of Certified Bankers (ICB)
  • Certified Public Accountant

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