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Yyyyyy x. yyyyyy

0000 xxxxxx xxxx , xxxx , xxxxx 00000 xxx-xxx-xxxx


Driven, focused, and hard-working Strategic Leader with 20+ 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 Time Management


Professional Experience

Bank of America 2013-2014

Personal Banker

  Directed day to day operations within a fast-paced environment with a focus on increasing productivity, efficiency, and client satisfaction

  Instrumental in identifying the financial needs for both new and existing clients along with making appropriate financial product recommendations

  Utilize superior communication and interpersonal abilities to work effectively with both small business and consumer clients in addition to building positive relationships with community members

  Maintained a significant knowledge of consumer and/or business loans, mortgage products, investment products, and deposit products

  Played a lead role providing training/coaching to new staff members, introduced clients to third-party financial professionals, and ensured individual metrics were obtained


HH Gregg, Daytona Beach, FL 2012-2013

Electronics/Appliance Sales Representative

  Oversaw sales and business development operations within a retail store environment which required identifying customer needs and making appropriate product recommendations

  Consistently exceeded monthly sales goals by an average of 12%, increased customer service quality levels, and diffused escalated customer service situations

  Facilitated various administrative functions which included maintaining inventory levels, opening and closing the store, and handling merchandising

  Successfully achieved 100% accuracy in the input of sales orders, journals, and order delivery tracking due to exceptional managerial abilities


Verizon Wireless, Wilmington, NC 1997-2010

Manager, Northeast Customer Service/Sales Training (2004-2010)

  Managed strategic customer service and training operations within the organization which included providing on-site training to staff at various locations

  Designed and implemented comprehensive training presentations to new employees and created a detailed six-month training schedule used by approximately 3,500 staff members

  Oversaw the opening of 3 new call center locations which required training executive team members, assisting with staffing, and implementing standard operating procedures

  Successfully achieving 98% training levels for 700 employees within a 7 day period in addition to increasing up-sells by 17% through the implementation of an innovative sales seminar

Yyyyyy x. yyyyyy

0000 xxxxxx xxxx , xxxx , xxxxx 00000 xxx-xxx-xxxx


Professional Experience Continued:

Verizon Wireless Continued:

Supervisor-Northeast Customer Service Training (1997-2004)

  Directed training operations within the northeast region which centered on creating a seven-week training course for new hires which included product/plan training

  Recognized as the primary management training for executive team members and acted as a member of the conflict management team

  Handled administrative functions which included generating financial forecasts, analysis budgets, and monitoring operating expenses

  Awarded Employee of the Quarter and the Directors Award of Achievement due to exceptional leadership acumen


Additional Professional Experience


  Staff Manager, Bell Atlantic, 1995-1997

  Senior Sales Representative, Bell Atlantic, 1993-1995

  Security/Fraud Specialist, Bell Atlantic, 1993


Education & Certifications


Master s of Business Administration, Marketing

University of Phoenix (Online)


Master of Science, Adult Education and Human Resources

Fordham University, New York, NY


Bachelor of Arts, English

Saint Thomas Aquinas College, Sparkill, NY


Certifications Include: Performance Plans and Appraisal Writing, Achieving Extraordinary Customer Relations, Time Management, Integrity Selling, and DISC Certified


Professional Memberships


Member, Toastmasters International

Member, American Society for Training and Development

Member, Roadrunners Club of America

Member, University of Phoenix Business Group








Yyyyyy x. yyyyyy

0000 xxxxxx xxxx , xxxx , xxxxx 00000 xxx-xxx-xxxx






Hiring Agent Name


Company Name


City/State/Zip Code




I am currently seeking a challenging new career opportunity as (JOB TITLE) and am submitting my resume for your review. In advance, thank you for your time and consideration.


As demonstrated in the accompanying resume, my professional qualifications include a strong background in sales, training, and operations management roles with experience in developing comprehensive training programs, performing financial analysis, supervising team members, and identifying potential clients within the community. In addition, I have a demonstrated ability to interact positively with others and diffuse escalated customer service situations.


To complement my professional experience, I also possess stellar interpersonal and communication skills with an impressive educational background which includes a MBA in Marketing along with a Master s of Science in Adult Education and Human Resources.


As an employee, you will find me to be a driven team player committed to supporting you in achieving your objectives through superior performance. I am confident that I could be a valuable asset to your organization, and look forward to interviewing with you in the near future.






Yyyyyy x. yyyyyy


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