Branch Manager Customer Service
Resume:
Stephanie Clemenza-Lawrence
*************@*****.***
Professional Summary:
Detailed-oriented financial professional with 40+ years of experience in branch management, sales, audits, and client service. Highly organized and motivated, with a strong workplace culture. Proven track record of creating strategies and implementing processes to help increase customer satisfaction, improve profits, and grow a branch.
Core Skills:
• People Management and Leader of Operational Soundness.
• Extensive knowledge of banking regulations and principles.
• Energetic, positive, and self-motivated.
• Team player with excellent leadership, problem solving, sales and customer service skills.
• Able to handle numerous tasks in a high-pressure environment.
• Strong decision-making ability
Work Experience
Citibank – Greenburgh Branch
Branch Manager, Vice President April 2018 to April 2024
• Ensured consistent compliance with banking regulations, industry standards and internal policies
• Developed staff and provided opportunities for growth by training and coaching allowing employees to advance in their careers.
• Achieved 110% of overall client satisfaction by creating a client-centric vision that ensured first-class positive experiences.
• Created an environment in which branch partners worked together to achieve all business goals by cross training, referring across bank channels, and working with internal and external contacts.
• Conducted daily huddles and one on one debriefs to increase team efficiency and coordination and reflect on wins and challenges.
• Achieved all sales goals by networking with people who provided additional leads and clients, monitored the pipeline closely, and conducted a weekly review of the team’s performance to make informed decisions to stay on track and meet all objectives. Assistant Branch Manager Jan. 1990 to April 2018
• Cultivated a strong sales, service and operations culture in which all branch employees achieved goals.
• Supported teller growth through coaching and creating SMART objectives which greatly boosted their performance and enabled them to progress in their careers
• Resolved and de-escalated client concerns promptly and effectively by listening actively to their issues and identifying the root cause of their concern.
• Investigated operational losses which helped me better understand critical areas that drive risk.
• Worked closely with Area Operations Partners in execution of operational excellence and achievement of clean audits in all Westchester branches.
• Partnered with Branch Managers to manage hiring, performance assessments, management of compensation of Tellers.
• Coach and Train to enable a strong bench strength in branches. Honors and Awards:
• Scored outstanding or exceptional ratings in audits by managing risk and security and conducting my own branch audits and spot checks to remain compliant.
• Achieved high-ranking results as an Assistant Branch Manager and Branch Manager from 1998 to 2024.
• Ranked as a High Achiever every year by being action-oriented, optimistic and having a goal-oriented mind set.
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