Manager Customer Service
Resume:
Atlanta, GA
Atlanta, GA
STEVEN J. DELISLE
Professional Summary
High performing Branch and District Manager with 19 years of financial service management and supervision in both brokerage and retail with a distinct passion to grow business, coach employees and deliver the best customer experience. My proactive leadership used a process driven, goal oriented, and results driven approach. Recognized for an innate ability to develop and grow high potential employees to achieve their professional goals.
Career Highlights
Managed a P&L district of 11 branches with 15
direct reports and 120 employees
Achieved top 10 percentile among peer group in
revenue 2011, 2012, 2013, 2014.
Led first NEW BUILD project in the Atlanta market
to rank 4th in the nation among peer group of 204
in 2010/2011
Ranked in the top 10 percentile in customer
service 2011, 2012, 2015, 2017
Represented CHASE as a
designated Ambassador in community events and
services
Created processes achieving
operational excellence for audits that met
corporate and regulatory requirements
Directed the promotion and hiring of 50+
employees in the Atlanta market
Achieved Series 24, 7, 4, 63 licenses
Supervised 19 brokers managing client margin
requirements
RETAIL BANKING EXPERIENCE
Senior Loan Officer
Fairway Independent Mortgage Corp.
Passed NMLO registration test in April, 2017
NMLO #125966
Responsible for all lead generation and contacts
Participated in community events and open houses
Drove loan generation through independent contacts Created marketing plans and execution from email, social media campaigns Branch Manager
JP MORGAN CHASE
Leader and Manager of the first CHASE PRIVATE CLIENT branch in the Atlanta market. Mentored and coached new Branch manager trainees
Responsible for overseeing and increasing revenue, mitigating operational losses and coaching employees to maintain the highest level of customer experience. Increased balance growth 20% year over year to achieve total deposits of 138MM. Achieved top 10% rating customer satisfaction for two years. Received passing status in state independent regulatory audit Atlanta, GA 30076 H: 678-***-**** ***********@*****.*** 01/2011 to 09/2015
Atlanta, GA
09/2010 to 01/2012
Atlanta, GA
03/2003 to 09/2011
Kalamazoo, MI
Lansing, MI
District Manager
JP MORGAN CHASE
Promoted to replicate across the market the independent branch success in balance growth, customer experience, and operational excellence. Maintained the employee experience and increased the CHASE brand both inside and outside the company.
Provided sales leadership and coaching for a team of high performing branch managers that led to 4 of 11 branches achieving the top 10% in profit within their peer group. Received top ranking customer service satisfaction (2011-2015) Demonstrated operational excellence by passing both internal and state regulatory audits (2011-2015) Demonstrated ability to evaluate high performing personnel and coaching and helping them reach their professional goals
Communicated and contributed to reaching corporate goals and values through excellent interpersonal skills and leadership
Participated actively in community affairs to increase market share in our community Demonstrated ability to evaluate problems and resolve issues consistent with corporate values and policy. Branch Manager
JP MORGAN CHASE
Responsible for opening the first NEW BUILD project for CHASE in the Atlanta market Selected, hired and promoted top performing staff from the market Increased project sales and balances by 21 MM in the first 12 months Ranked 4th out of 204 of all branches across the nation for NEW BUILDS Rated in the top 10% in customer satisfaction
Created a process-based format to achieve operational excellence Branch Manager
JP MORGAN CHASE
Managed three different branches with annual balances of 40 MM to 60 MM Led and coached staff associates, promoting several based on their professional achievements Led CHASE team for mentoring new managers
Contributed to moving CHASE customer service, sales and operations to the next level Promoted to the first NEW BUILD manager in the Atlanta market Education and Training
Business Administration
Western Michigan University
Business Admistration
Lansing Community College
Activities and Honors
JP MORGAN CHASE Ambassador
Member, Alpharetta Chamber of Commerce
Member, Cumming Chamber of Commerce
Member, neighborhood HOA Finance committee
Member, St. Andrews Church
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