Bank Officer Customer Service

PROFESSIONAL SUMMARY

Skilled sales and service professional with over 20 years of experience working as a top performer in a management capacity. Extensive banking management experience includes exceeding sales goals, personnel supervision and management, improving team performance through coaching, ensuring compliance with policies and established practices, interpreting regulations, developing excellent customer rapport, and resolving problems.

AREAS OF EXPERTISE

Sales Generation

Team Leadership

Banking Management

PROFESSIONAL EXPERIENCE

BB&T now TRUIST 2018-Present

Branch Lead II March 2020-Present

Potomac, MD

Oversee all branch operations including the supervision of direct reports, scheduling, payroll, and ensuring compliance with all operational procedures and risk management policies.

Create and promote a culture dedicated to superior customer service.

Drive branch sales by training staff on effective sales techniques and client relationship management strategies.

Respond to complex servicing issues and assist staff with complex transactions as needed.

Branch Banker IV 2019 - March 2020

Bethesda, MD

Fostered and sustained client relationships by working to understand their financial needs and making appropriate recommendations as referrals as needed.

Facilitated account openings, account reconciliation, address changes, stop payments, account closings, transfers, processing check orders, and other transactions.

Generated sales by identifying client needs, referring them to other lines of business, and cross-selling products.

Performed complex teller transactions as necessary.

Virtual Banking Specialist 2018-2019

Greensboro, NC

Engaged with clients virtually, utilizing online chat to respond to needs and problems regarding deposit, credit, and other products and services.

Supported the sales team by referring clients to available products and lines of business.

Conducted virtual transactions and processes where needed and feasible.

Branch Manager 2015- 2018

Capital Bank – Winston-Salem, NC

Supervised six employees and oversaw day-to-day operations of the branch.

Fostered a successful sales culture in the branch, including the development of new and existing customers.

Coordinated all sales and service activities, including providing training, guidance, and support to Customer Service Staff, and conducting weekly staff sales meetings to review sales efforts and deposit growth with staff.

Managed hiring, staffing, training, performance appraisals, promotions, salary recommendations, and terminations.

SunTrust Winston-Salem, NC 2012-2015

Bank Officer – Personal Banker III 2013- 2015

Oversaw the financial operational activities for personal accounts, and performed all banking duties.

Sold retail banking products and services, consistently exceeding goals as a top performer in the region.

Managed customer portfolios, strengthened relationships, and cross-sold, as well as provided a broad base of financial and credit services.

Assumed branch manager responsibilities in the absence of the branch manager.

Branch Manager 2012-2013

Directly managed the entire retail bank branch, including five full-time employees, conducting performance reviews, selection, and performance counseling.

Drove branch performance results with strong individual sales performance, consistently meeting and exceeding 100% of branch sales goals as a top performer within the region.

Led team by providing direction and assisting in execution of superior service and sales behaviors and activities, while maintaining an operationally efficient and compliant branch.

Personal Banker 2012

Led in number of constant credit and credit card applications for one year.

Performed banking duties and oversaw the financial operational activities for personal accounts.

Sold retail banking products and services, consistently exceeding goals, regarded as a top performer for the region.

Assistant Branch Manager 2012

Ensured seamless performance of branch sales and service operations.

Coached bank staff on effective sales techniques and client relationship management strategies, modeling appropriate sales behaviors.

Directed platform and teller activity to provide efficient, high-quality customer service, achieve sales targets, and deliver that service profitably through a well- trained and motivated staff.

Increased business profit through networking and building solid client relationships.

Assisted managers in identifying sales opportunities for the branch.

Service Manager II 2009-2011

Wachovia – Winston-Salem, NC

Managed the teller services function and ensured prompt and efficient transaction processing, guaranteeing compliance with audit and operational regulations and guidelines.

Supervised 16 full time employees at two branch locations, scheduling staff efficiently to maximize resources and achieve service and sales goals, and had zero employee turnover.

Generated sales through quality referrals.

Developed and implemented a successful service and referral process.

SKILLS

Teaching & Coaching

Results-oriented

Relationship building

Lavita Gwynette Martin

2207 Saint Joseph’s Drive, Bowie, MD 20721 *******@******.*** 336-***-****

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