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Manager Customer Service

United States
August 10, 2018

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**/**** ** *******

Atlanta, GA

**/**** ** **/****

Atlanta, GA


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


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



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


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


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


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


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


Member, Alpharetta Chamber of Commerce

Member, Cumming Chamber of Commerce

Member, neighborhood HOA Finance committee

Member, St. Andrews Church

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