Charlotte, North Carolina, United States
Results-oriented and dedicated bilingual Branch Assistant Manager with over 10 years of experience in client care and sales, committed to driving operational excellence. Skilled in leading teams, managing multiple tasks, making quick decisions, and adapting to changing priorities. An energetic leader passionate about empowering teams and implementing strategic initiatives to achieve organizational goals. Enjoys engaging with clients and efficiently managing client flow while fostering strong client retention.
✔Work closely with the Branch Manager to support all aspects of branch operations, including maintaining high standards for loss control, compliance, and audits, ensuring the branch operates smoothly and securely. ✔Responsible for collaborating with the Branch Manager to create a welcoming and vibrant atmosphere in the branch, ensuring every client enjoys an exceptional experience. ✔Lead branch operations, including managing cash devices like the cash vault and ATM. Resolve any client issues quickly and effectively, paying attention to detail and striving for consistency while adhering to all bank policies and procedures.
✔Spearheaded FC compliance initiatives, mentoring team to achieve a 100% flawless annual FCCA audit with zero reportable findings. ✔Acted as manager on duty in various centers within the market, managing daily FC operations and team performance by focusing on client-centric behaviors and excellent client care. ✔ Drove operational excellence by engaging employees on business strategy. ✔ Monitored business and performance reports with Senior Bankers to improve opportunities around client meetings, offers, digital growth, partner referrals, and client care. ✔ Managed client traffic and appointments, engaging and routing 100+ clients a day, while fostering client retention. ✔ Led efforts within FC to increase offers' presentation rate at the Cash Window. ✔Responsible for managing a financial center (FC) in collaboration with the FC Manager. ✔ Key responsibilities include overseeing functions such as the smooth and efficient functioning of the teller line, day-to-day policy and procedure adherence, as well as improvement of financial center performance.
✔ Promoted to FC Assistant Manager based on ability to manage a Financial Center, support the operational excellence of the FC, and ensure that all aspects run effectively and cohesively. ✔ Coached & mentored new hire Relationship Bankers, focusing on day-to-day operations and expected behaviors for a balanced performance. ✔ Led efforts to increase client experience in Q4 2024, successfully achieving the goal for client care. ✔ Selected as Operations champion in the absence of FC Assistant Manager, showcasing operational excellence. ✔ Recipient of Top Performer Awards and Market President Award, given for performance impact at the Financial Center and Market levels. ✔ Responsible for building and deepening relationships with clients to meet financial goals.
✔ Promoted to Relationship Banker within the first year based on ability to recognize and refer deepening opportunities to platform specialists and partners. ✔ Managed FC ATMs as sole custodian, performing weekly deposit pulls, replenishments, and cash counts. ✔ Educated clients on conducting simple transactions through self-service technologies. ✔ Processed transactions accurately and efficiently while simultaneously introduced products and services that meet the client needs. ✔ Ensured clients were quickly connected to the appropriate teammate in order to meet their needs and execute against the Life Priorities Strategy. ✔ Responsible for providing a positive client experience leading to improved client satisfaction.
✔Was responsible for cleaning and maintaining hotel hallways, furnishings, flooring, and work areas. ✔Assisted housekeepers in stripping rooms of bed linen, towels, and trash. ✔Delivered toiletries and additional items to guests' rooms upon request.
✔ Managed the front end of the store to ensure customer satisfaction and a quick checkout process, consistently helping to maintain client satisfaction levels above target. ✔ Supervised all cashiers, customer service desk associates, money center cashiers, maintenance associates, cart pushers, and customer greeters. ✔ Responsible for training and coaching direct reports, assisting them with customer issues, coordinating breaks and lunches, and creating weekly schedules. ✔ Promoted from Electronics Sales Associate to Customer Service Manager within five months due to my ability to efficiently handle customer traffic, complete assigned tasks promptly, and excel at multitasking.
✔ Welcomed customers on the sales floor and assisted. ✔ Recommended products based on customers' preferences and needs. ✔ Organized incoming merchandise on the sales floor and ensured that entertainment displays were fully stocked throughout the day.