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Airdrie, Alberta T*A *W* 403-***-**** adb9cq@r.postjobfree.com

I'm an enthusiastic management professional offering 20+ years of banking experience. I have a proven record of consistently meeting productivity, business and customer service objectives by working with employees to enhance their performance by improving day-to-day processes. An Expert in leadership, planning and organizational skills. I'm a diligent trainer and mentor with exceptional management abilities. My true passion lies within people and culture by developing an environment for individuals to excel and achieve company and personal goals.

Business development and planning

Strategic planning and implementation

Coaching and mentoring

Process and procedure development

Relationship building and management

Staff Development, training and talent reviews

Sale and service expertise

Market Analysis

Project Management

Regulatory Compliance

Market Manager, 01/2020 to Current

ATB Financial – Calgary, Alberta

Supervised employees and employee training to ensure best practices, optimize productivity and decrease process lags.

Coordinated innovative strategies to accomplish objectives and boost long-term profitability. Cooperated with sales representatives during customer interactions, driving sales and partnerships to increase revenue.

Leveraged industry trends and competitive analysis to improve customer relationship building within the Calgary Area.

Grew new business connections by strategically networking with industry experts. Supporting Managers to leverage their position within these communities. Developed company brand messaging, collateral materials, customer events, promotional strategies, and product development.

Coaching and developing 35 Branch Managers on performance and service standards to drive profit and revenue in Retail Banking.

Corporate Strategist, 04/2019 to 01/2020

ATB Financial – Calgary, Alberta

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Collaborated with senior management and business line management to identify and prioritize new concepts for development and launch

Developed business cases, presentations and reports for senior management Worked with people and culture to create new designs and training materials Prepared financial modelling by collecting, analyzing and summarizing information Worked with consultants to maximize and develop a ten year strategy to redefine company purpose Responsible for communications and staff engagement throughout organization relating to our new strategy

Developed a leadership toolkit to be rolled out company wide for staff adoption Branch Manager, 01/2018 to 04/2019

ATB Financial – Calgary, Alberta

Recruited, interviewed, hired and trained multiple employees and implemented mentoring program to promote positive feedback and engagement

Uncovered and resolved strategic and tactical issues impacting sales management and business operations

Assessed employee performance and developed improvement plans Enhanced branch production rates by handling staff conflicts, evaluations, hiring/termination processes, coaching employees on company protocol

Engaged employees in business processes with positive motivational techniques Held sales coaching sessions

Gathered and reviewed customer feedback to improve operations Agency Representative, 10/2015 to 01/2018

ATB Financial – Irricana, Alberta

Reviewed and resolved differences between accounting information Mentored new team members on meeting customer needs, maximizing group performance and maintaining high satisfaction with customers

Increased sales numbers by offering advice and promoting additional products Trained as personal relationship manager and provided back-up coverage to provide customers with optimal support

Worked closely with colleagues to solve problems and handle customer concerns Created innovative financial solutions to meet customer needs and provide competitive edge Promoted all financial products by maintaining excellent service offering knowledge Area/Branch Manager, 06/2006 to 03/2015

Barclays Bank – Kent

Engaged employees in business processes with positive motivational techniques Maintained confidentiality of bank records and client information to prevent mishandling of data and potential breaches

Boosted branch sales by developing and deepening customer loyalty through incentive programs Assessed budget plans and present costs to forecast trends and recommend changes Assessed employee performance and developed improvement plans Recruited, interviewed, hired and trained employees and implemented mentoring program to promote positive feedback and engagement

Generated dramatic improvements across entire sales cycle, including prospecting, conversion and contract negotiation

Oversaw branch teams consisting of an average of 25 customer service representatives and 15 personal bankers

Managed the largest branch in the region, achieving high customer satisfaction rates and exceeding sales targets month on month. Received an internal audit score of 100% Continued education on current banking products and services through UK banking governance

Customer Service Representative/ Account Manager, 02/1997 to 06/2002 Barclays Bank – Kent

Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions

Compiled customer feedback and recommended service delivery improvements to management Maintained customer happiness with forward-thinking strategies focused on addressing customer needs and resolving concerns

Responded to customer requests for products, services and company information Provided primary customer support to internal and external customers in fast-paced environment Regularly exceeded daily sales and product targets Cultivated customer loyalty, promoted repeat customers and improved sales GCSE's & A Levels

The Ursuline Convent School For Girls - Westgate-on-Sea, England I love spending quality time with my family and friends and we enjoy camping and hiking together. Yoga and meditation are a key part of my life but my true passion lies within arts & culture and in my free time I sketch and paint at every opportunity.

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