LENADA JOSEPH

**-** ***** ** ****** VILLAGE, NY *1429

ado5jh@r.postjobfree.com

917-***-****

EDUCATION

Columbia Southern University

Master of Business Admin/Human Resource Management August 2021

Ashford University

Baccalaureates Degree in Business Administration, July 2009

PROFESSIONAL EXPERIENCE

Peoples United Bank August 2017-Presently

Banker II (Completed program for Sales & Supervisor Program)

(Financial Literacy Representative for Nassau Area)

Prepare classroom training materials for specific audience

Prepare discussion and exercises as needed

Access measurement of performance to learning objectives

Adhere to target audience whenever necessary

Engage in the development and need of the entire audience

Coach and train Bankers to maximize sales opportunities and increase the depth of customer relationships

Making outbound calls to existing customers for lending and relationship growth.

Produce sales and generate referrals using various methods

Utilize product knowledge and sales techniques to identify and meet customer financial needs customer

Identify staff development needs with appropriate coaching and training to improve banker performance

Utilize product knowledge and sales techniques to identify and meet customer financial needs

Ensure the ultimate customer experience by utilizing advanced branch technology

Responsible for providing pre-established service levels, product awareness and referral activity.

Supervise the daily operations of the branch ensuring compliance with policies/procedures and/or regulations.

Oversee and coordinate operational activities including cash, supplies, inventory and daily balancing, monthly and quarterly audits

Astoria Bank

Telephone Banking Specialist November 2015- August 2017

Responsible for providing world class personalized telephone customer service to consumer and business banking customers as well as prospects.

Display extensive and technical knowledge on a wide array of consumer and business products and services and by using appropriate resources to resolve both customers' and prospects' requests.

Accurately and efficiently perform transactions and account maintenances, accept, prepare and processes Reg. E. claims.

Furnish current and accurate information on various basis products, services, and special campaigns as well more technical products such as IRA, Loan Products, Mobile and Online Banking and Visa Debit card disputes.

Resolve all product or service-related inquiries and issues accurately and efficiently.

Demonstrates the ability to independently handle challenging customer interactions with tact, professionalism, and minimal supervisory support.

Make decisions independently within defined parameters.

Communicate customer complaints and feedback to supervisors.

Maintain comprehensive knowledge of our emerging customer service technology channels such as mobile and tablet banking and respond to customers' inquiries accordingly.

Demonstrate the ability to handle challenging customers with minimal supervisory support and be able to make independent decisions within defined parameters.

Meet and exceed service standards and total quality management criteria.

Solidify and enhance customers' household relationships by identifying customers' needs and match with appropriate Bank product(s) through effective cross-selling.

Ensure compliance with all regulations, policies and procedures.

Conduct operational, marketing, relationship development and fraud prevention outbound telephone calls to specifically targeted consumer and business banking customers.

Assist newly hired Telephone Banking Specialists with on-the-job training acting as a "buddy trainer".

TD Bank

Branch Supervisor February 2010- March 2015

Supervise customer service representatives and tellers

Executed Store manager responsibilities in absence of manager

Takes ownership of customers complaints and demonstrate exceptional resolution

Participate in store opening and closing procedures

Interviews loan applicants while reviewing documentation for closing both Consumer and Business

Made sure all loan documents were prepared as per TD policy and procedures

Made sure all applicants were given proper lending disclosures as per TD guidelines

Acted as liaison between lawyers and loan customers

Ensured staff was up to dates with all loan policy and procedures

Make sure store is up to standard in policy, procedures, supplies, surroundings

Refer to Human resource Partner when necessary

Performs monthly, quarterly and annually audits

Performed mock audits for area branches whenever necessary

Conducts compliance training on a monthly basis for branch and area branches

Coach and mentor on how to identify sales opportunities

Trained customer service reps, tellers, and Financial Reps on relationship building

Develop and Manage training materials

Prep for and deliver content for assigned classes

Coordinate and facilitate classroom instructions

Coordinated all monthly and quarterly campaigns

Assist in developing personal development plans and disciplinary action when necessary

Refer Sales opportunities to business partners

Citibank N.A.

Queens Area Worksite Banker November 2004- December 2008

Responsible for developing and servicing relationships with large/medium businesses resulting in P&L Growth for branch banking.

Typical portfolio consisted of 75 -100 business clients.

Worked with more senior officers to understand their roles and responsibilities, understand what is important to the client, business needs and his/her current challenges, priorities and future goals and delivery business solutions for business and personal needs.

Responsible for new client acquisition focused upon DDA, deposit and loan targeted goals supporting area’s plan to achieve desired revenue and service hurdles and market’s P&L growth.

Led, Developed and oversaw the business sales activities of RMs and client service professionals with my business clients in an effort to retain, growth and deepen business relationships.

Partnered and influenced business partners and product specialists to help me provide additional value for business client and maximize fee income for the company from multiple products and services.

Prospected in and out of my assigned branches and area to bring in new business relationships and expand customer base.

Profiled new and existing businesses to ensure cross-sell of deposits, credit, as well as personal products. Followed-up on all business to ensure we had captured the full opportunity.

Coached and mentored entire branch staff team to uncover sales opportunities among current and potential customers. Served as champion of established sales processes and assist Financial Center staff in implementation of effective sales techniques.

Identified larger business opportunities and refer more complex business needs to business partners.

Supported sales/service activities within the Financial Center by participating in seminars, micro-marketing events, promotional campaigns, product initiatives, to ensure business and personal cross-sell, capture of entire relationship, improve retention and increase branch balance and revenue growth.

PROFESSIONAL CERTIFICATION AND LICENSES

Medical Billing, Life and Health/ Accident Licenses, and Notary Public State of New York

REFERENCES WILL BE FURNISHED UPON REQUEST

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