• Details-Focused Leader who offers a background in Customer Service, Team Building / Training, Strategic Analysis / Planning, Sales, Marketing, Advertising, Client Relationship Management, and Compliance.
• Top Performer who makes decisions to reflect positively on operational well-being in alignment with a company s vision, value, and goals, and leverages skill in leading staff by example and with integrity.

Customer Service Manager ￨ Banking Specialist (2013 2015 ￨ 2015 Present; Two Locations)

  Utilize broad scope of industry knowledge and dynamic business acumen toward directing a top-performing staff of nine tellers in promoting, selling, and following up on bank-offered products / services.

  Lead targeted decision-making across all facets of customer service and banking initiatives, including completing weekly, monthly, and quarterly audits and ensuring security and internal controls are observed.

  Conceptualized, designed, and developed strategic plans to meet sales goals.

  Improved processes and enhanced service levels by continually fostering teamwork.

BSA / AML Investigator Special Project (2014)

  Capitalized on the opportunity to research alerts on prepaid cards and determine if transactions were normal or suspicious, including proactively escalating profiles requiring additional comprehensive research.

  Reviewed system-generated alerts to assess presence of illicit activity requiring detailed reporting activities.

  Demonstrated experience in preparing and submitting accurate findings to senior management.

  Independently analyzed alerts involving suspicious activity related to BSA / AML or terrorist activity.

Customer Service Manager ￨ Banking Specialist (2012 2014)

  Strategically steered customer service initiatives by encouraging a synergistic team environment through dynamic leadership and coaching techniques, and developed, trained, and mentored staff to meet goals.

  Contributed sharp analytical abilities toward auditing CSAs cash drawers and negotiable items monthly.

  Successfully generated new business by conducting outside sales calls.

  Optimized compliance with bank policies via weekly new account reviews.

  Developed and trained CSAs via effective coaching techniques in alignment with key goals.

Customer Service Representative (2010 2012)

  Maximized bottom-line performance by aggressively conducting outside sales calls to prospective bank-at-work businesses resulting in setting up multiple meetings and building key relationships with new clients.

  Proactively promoted new business while analyzing customer needs to ascertain best products / services, along with cross-selling products and services to customers and referring clients to other lines of business.

  Achieved 100%+ of goal for new account openings and active accounts.

  Properly analyzed financial needs to build strong relationships with customers.

Branch Manager ￨ Officer

  Played a vital role in directing a results-focused team of retail sales professionals, along with coordinating and managing branch operations, promoting products / services, and coaching staff to drive profitability.

  Grew branch deposit rate 15% in one year by encouraging bankers to build customer rapport.

  Developed a cross-functional sales team, and challenged bankers daily with individual goals.

Masters in Communication Studies Governors State University

Bachelor of Arts in Interdisciplinary Studies (Business Administration) Governors State University

Registered Mortgage Loan Originator NMLS ID No. 423845