Manager, Operations, Compliance, Customer Service

SUSANNE EADES

HOME: 682-***-**** CELL: 682-***-****

*******.*****@*****.***

LINKEDIN: WWW.LINKEDIN.COM/IN/SUSANNEEADES

MANAGER / OPERATIONS / COMPLIANCE / CUSTOMER SERVICE

Highly organized, results-oriented leader and administrator with experience managing staff, operations, sales, financial data and

compliance. Known for turning around non-compliant and low-producing operations into highly productive ones. Adept at analyzing

needs, developing business processes that resolve complex problems and improve efficiency, and increases profitability. An attentive

leader who demonstrates strong communication and coaching skills to motivate people that improves morale and dramatically impacts

financial results. Builds rapport and credibility with senior executives, team members, and clients. Demonstrates extensive knowledge of

government regulations, commitment to providing excellent customer service, and determination for success. Detail-oriented,

professional, high degree of accuracy.

KEY COMPETENCIES / STRENGTHS

Critical Thinker Negotiator Customer Service Problem Solving Planning / Organizing

Due Diligence / Audit Loss Prevention Research Multi-Tasking

PROFESSIONAL EXPERIENCE

Regions Bank Mansfield, TX 2011-2013

Assistant Branch Manager, (2011-2013)

• Sell retail products and services to existing clients and prospects.

• Manage customer portfolio by providing a broad base of financial and credit services with the goal of acquiring 100% of the

customer’s business.

• Use profiling analysis tools to identify cross-sell opportunities and make outbound calls to increase product per customer ratio.

• Resolve customer and associate issues in Branch Manager’s absence.

• Coach staff to achieve branch sales and service goals

• Provide excellent customer service

• Submit loan applications to loan underwriter for verification and recommendation

SIGNIFICANT ACHIEVEMENTS:

I was recognized as the number eight banker in the company for loan production. The amount of consumer loan dollars generated was

$800K.

Consistently achieve the highest score on customer satisfaction surveys.

Had a non-customer come into the branch and because of the way I acknowledged her she decided to move all of her banking and

investments to Regions. This resulted in added deposits of over $300K and $10k in revenue for my branch.

Wells Fargo Bank Fort Worth, TX 1999 – 2011

Branch Manager, (2010 – 2011)

• Managed retail sales and service function to serve the customer’s total financial service needs.

• Created, trained and coached a successful sales team which provided a competitive edge.

• Established business development goals and objectives, staffing models, schedules and performance standards.

• Reviewed and analyzed sales and performance reporting metrics.

• Ensured documentation federal compliance which included extensive operational regulation activities and guidelines.

• Solicited local businesses to help increase deposits and profitability.

SIGNIFICANT ACHIEVEMENTS:

Received promotion as Branch Manager just prior to acquisition by Wells Fargo. The team had no knowledge of Wells Fargo’s policies

and procedures in sales, operations, and personnel issues. Assessed team members, and developed action plans that focused on gaining

knowledge of new policies and procedures while increasing sales productivity. Facilitated weekly meetings to keep staff informed of

company changes. Trained and coached employees throughout the transition. Reviewed and analyzed

SUSANNE EADES PAGE 2

reports daily to ensure branch adherence to the new company’s compliance guidelines. Resulted in a successful transition, increasing

sales by 80% (achieving 150% of plan), and maintaining high customer satisfaction score of 91%. Through coaching and assistance,

team brought in over $1M in new business asset deposits.

Service/Operations Manager, (2002 – 2010)

• Managed the teller services function to ensure prompt and efficient transaction processing and the generation of sales through

quality referrals.

• Established and monitored sales referral and service goals.

• Created, trained, and coached a successful service and referral team.

• Ensured compliance with audit and operational regulations and guidelines.

SIGNIFICANT ACHIEVEMENTS:

Due to a relentless pursuit for knowledge and understanding, became a highly successful Service Manager. Annual compliance audits

never fell below a 94, which earned respect from management and colleagues.

Selected to transfer to a different branch that struggled with morale, productivity, and operations. Initiated meetings with team and

assessed needed changes. Observed operations and trained employees on correct policies and procedures. Created incentives, coached,

trained, and delegated tasks. Reviewed performances and communicated feedback on a regular basis. Resulted in significant

improvement in productivity, customer service satisfaction scores, and an increase in volume. Coached and trained team members to

correct policies and procedures resulting in a reduction of losses by at least 50%.

Received quarterly awards and national recognition for personal sales success and for motivating the sales team.

Personal Banker/Customer Service Representative (1999 – 2002)

• Sold retail banking products and services to customers and prospects.

• Managed customer portfolio by providing a broad base of financial and credit services with the goal of acquiring 100% of the

customer’s business.

• Used profiling analysis tools to identify cross-sell opportunities and made outbound calls to increase product per customer ratio.

SIGNIFICANT ACHIEVEMENTS:

Consistently achieved, on a quarterly basis, the highest level of production. Received numerous awards including The Five Star Sales

Award Club.

Customer came into the branch with a service issue. Utilized excellent customer service communication skills and summarized concerns

and potential needs. Discovered additional sales opportunities including future sales opportunities for the branch. Scheduled an

additional meeting that led to five additional products sold that day and twenty-seven more two weeks later, adding a total of five new

customers.

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