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Yyyyyy x. yyyyyy
0000 xxxxxx xxxx , xxxx , xxxxx 00000 abc@xyz.com xxx-xxx-xxxx
Driven, focused, and hard-working Strategic Leader with 15+ years of experience and a proven ability to lead others and oversee daily operations within fast-paced retail banking environments, experienced in managing cross-functional teams, overseeing branch sales operations, diffusing escalated customer service situations, and coaching/training staff members. Highly adept in improving operational efficiency levels in addition to maintaining strong communication with co-workers, staff, customers, and members of executive management.
Key Competencies
Operations Management Retail Banking Industry Training / Development Policy Development
Loan Underwriting Financial Product Management Sales Cycle Management Customer Retention
Process Improvement Oral/Written Communication Investment/Insurance Products
Professional Experience
Assurant, Florence, SC August 2017-Present
Unit Manager, Customer Care Department
Facilitate daily operations within a call-center environment which employs over 2,000 individuals and requires the management of an inbound call team
Supervise a team of 18 Customer Service Associates, perform research for complex account issues, and play a lead role in resolving loan level inquiries related to hazard insurance, mortgage banking, and property loss claims
Lead a unit which manages up to 15,000 calls monthly while maintaining exceptional results related to quality assurance, adherence, and call handle time metrics
Obtained the highest performance scores since November 2017 out of 5 teams within the Customer Care Department
First Citizen s Bank, Columbia, SC December 2016-February 2017
Financial Sales Manager
Directed day to day administrative operations within a fast-paced retail banking branch with a concentration on increasing productivity and efficiency levels
Supervised a cross-functional team which required providing individualized coaching/guidance in addition to diffusing escalated customer service situations
Successfully identified customer financial needs and make appropriate product recommendations along with coaching customers on basic financial management
Regions Bank, Columbia, SC February 2015-October 2016
Branch Manager/Assistant Vice President
Coordinated all operations within a retail banking center which included supervising a team of 5 staff members and monitoring customer service levels
Implemented innovative processes aimed on increasing branch revenue and customer retention, interview/hired new staff members, and oversaw the full-cycle sales process
Achieved a branch recognition of Top 10% within core 4 ranking (increase from bottom 50%) along with achieving the highest scorecard ranking within the district (October 2015-July 2016)
Yyyyyy x. yyyyyy
0000 xxxxxx xxxx , xxxx , xxxxx 00000 abc@xyz.com xxx-xxx-xxxx
Professional Experience Continued:
Wels Fargo (Formerly Wachovia), Columbia, SC May 2002-January 2015
Licensed Personal Banker/Assistant Vice President
Held various roles within the organization which included Branch Manager, Senior Financial Specialist, and Personal Banker which required a significant knowledge of the financial and banking industry
Utilized communication and interpersonal abilities to build positive rapport with both internal and external clients, mentored employees, and coached customers on financial management
Maintained an expert level knowledge of investment (including stocks, mutual funds, fixed, and variable annuities) and life insurance products
Awarded the Midlands President s Award-Top Banker Performance (2009, 2010, 2013, 2014)
Additional Professional Experience Includes: Sales Officer/Personal Banker, Centura Bank and Personal Banker III, Bank of America
Education
Bachelor of Science, Business Administration
The Citadel, The Military College of South Carolina
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