Customer Service Branch Manager

HC

HALA CHAKRA

adv91e@r.postjobfree.com 571-***-**** Gainesville, VA 20155

Highly motivated, organized individual promoting great team culture and a positive attitude. Looking to obtain a position in which I can motivate, encourage, develop, and promote individuals in a diverse and inclusive environment. Federal regulations

Excellent time management skills

Excellent communication skills

People-oriented

Reliable

Strong interpersonal skills

People skills

Computer skills

United Bank 1 Arlington, VA

Branch Manager

07/2021 - Current

Built strong rapport with new and existing clients to better serve financial needs and promote branch loyalty.

Increased efficiency and drove branch revenue by optimizing daily operations.

Designed sales and service strategies to improve revenue and retention. Developed and maintained client rapport to meet financial service needs and drive branch loyalty.

Educated customers on variety of loan products and available credit options to promote valuable decision-making.

Boosted customer base, acquiring new customers and identifying needs to deliver relevant products.

Complied with company policies and government regulations to prevent and detect rule violations and protect organization from fines and lawsuits. Networked within communities to identify and capitalize on business opportunities.

Evaluated budget plans and current costs to project trends and recommend updates.

Developed annual branch business plan for maximum profitability and effectiveness.

Capital One Bank

Branch Manager

01/2001 - 01/2020

Coached and motivated team members to improve and develop behaviors to meet sales goals defined by business need.

Resulted in lowering average handle time to better handle call volume and meet business needs.

Hold bankers accountable and performed follow up on previously set commitments within a reasonable time frame.

Coached and maintained excellent customer service satisfaction scores

(KDM) – above minimum requirements - facilitated call calibrations. Assisted customers in resolving complex issues and researched and escalated calls in a proactive manner exhibiting empathetic modeling and Summary

Skills

Experience

acknowledging customer service.

Promptly inputting all required exceptions and coaching logs in an effort to maintain records as needed for for banker performance evaluations, rewards, and potential concerns.

Proactively monitored Real Time Adherence to assist with ensuring schedule compliance and actively assisted bankers with calls in real time. Provided customers with guidance and advice on various digital channels. Cultivated partnerships within the company to meet customers' financial needs which lead to significant increase in bank deposit growth. Managed service levels, risk management and compliance, cash and new accounts control, and regulatory policies and procedures. Recruited, interviewed, and hired new candidates Implemented mid-year processes and annual performance appraisals for branch staff. Management School of Business Management/ Accounting, University of Phoenix Business Bachelor of Science in Business, Administration

05/1998

Completed coursework in Diversity, Inclusion Economics for Business Leaders and Listening to Customers University of Beirut

Some College (No Degree)

Education and Training

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