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Business Professional, with banking sector expertise,
seeking an Operations Management assignment
Business Administration Associates Degree as well as additional college-level business studies; hold New York State Notary Public Designation and National Mortgage Licensing System License MLO #478874
Outstanding capabilities in providing crucial customer support while mitigating/remediating complex service issues; consistently emphasize importance of positive sales process, including surfacing as well as creating sales opportunities, to support maintenance of client-base relationships while increasing marketshare through referrals
Experienced in directing and overseeing work performance of multiple staff personnel while motivating individuals to perform at optimal levels; mentor new hires and deliver exceptional coaching and training for staff to ensure delivery of complete customer service and support
Maintain currency with all organizational policies and procedures and continually ensure that staff personnel are apprised of company directives to support focus on achieving organizational goals
Demonstrable skills in written and oral communication and performing independently or as strong contributor to group taskings
Key Bank, Buffalo, NY 1996 Present
Lead Teller (2013-Present)
Promoted to position following recognition of performance excellence in previous assignments.
Effectively manage multiple challenges in diverse areas encompassing sales of products and services, providing customer service, overseeing all financial-related activities and ensuring proper personnel training and leadership.
Hold responsibilities for providing highest levels of customer support and service including remediating complex service issues, and continually seek out opportunities to enhance client relationships, with a focus on positive referrals for continued growth of customer base.
With promotion to Lead position, expertly assume responsibilities for processing all financial service transactions, reviewing daily overdraft activities, overseeing cash drawer/cash vault, and acquiring cross-training to support Platform activities including scheduling client appointments as well as Teller and Platform Staff assignments; serve as backup to Branch Manager during any absences.
Additionally manage multiple personnel-related actions including mentoring new hires and Tellers who are assuming new responsibilities; utilize experience to coach Tellers on methods for enhancing referral effectiveness, and provide clear direction to staff on multiple operational and security procedures.
Client Service Manager (2008-2013)
Worked collaboratively with Branch Manager to grow sales by ensuring client base received crucial service and support while being continually apprised on the availability and content of products and services; also ensured that staff personnel were motivated to participate in the sales process.
Expertly maintained knowledge of all bank systems, oversaw daily operational activities and directed adherence to security and compliance directives.
Diligently complied with organizational staffing model to meet unit staffing needs and supported personnel in career advancement activities by implementing a Professional Growth Plan for each individual. Was also actively involved in multiple community activities.
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Lead Client Relations Representative (2004-2008)
Continually focused on delivering crucial customer service by proficiently and expertly processing client transactions; successfully met and exceeded referral objectives.
Demonstrated exceptional leadership and management capabilities while coaching/mentoring/training staff that included six Client Relations Representatives.
Additionally was responsible for overseeing cash drawer and ensuring compliance with proper balancing procedures/processes.
Relationship Associate (2002-2004)
In this initial assignment with organization, interfaced with walk-in clientele and provided sales assistance with advisement on banking deposit and loan products.
Regularly assisted management in coaching and training colleagues as well as other bank professional personnel.
Erie Community College-North Campus, Williamsville, NY
Associates Degree in Business Administration
Hilbert College, Hamburg, NY
Notary Public, State of New York
National Mortgage Licensing System License MLO #478874
Spotlight Award for Outstanding Performance, 2014
WNY Branch of the Year, 2013
WNY District High Performance Award, 2012
Signature Circle Winner, 2012
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