Branch Manager Customer Support
Resume:
Jennifer Roman
Professional Summary
Insightful Vice President Branch Manager with 16 years of experience leading operations by directing Service and Sales daily activities. Proven track record of developing targeted business operations plans, implementing improvements and overseeing all aspects resulting in top results. Decisive leader highly competent in establishing and achieving ambitious goals, quality standards, relationships and retention. Work History
Acutabove
Customer Support Specialist/ Remote
Gainesville, VA
● Handle all incoming calls for the company switchboard
● Addressed inquires
● Resolved complaints
● Assisted with payroll/ timesheets
● Created customer profiles
● Cross sell products and services
Access National/Atlantic Union - Vice President Relationship Manager& Financial Center Manager
02/2018 - 08/2019
● Manage all aspects of banking and growing it's book of business by 110% in three months
● Sourcing commercial business opportunity and growing current relationships
● Expanding on high net worth clients and cross sold products to a min of six per household
● Motivating and coaching team of 21
● Maintain partnerships with mortgage, investments, and commercial lending - grew partnerships
● Analyzed applicants' financial status, credit and property evaluation to determine feasibility of granting loans
● Built strong rapport with new and existing clients to be er serve financial needs and promote branch loyalty
Wells Fargo Bank - Branch Manager, V.P
Fairfax, VA
06/2004 - 08/2013
adrlh4@r.postjobfree.com
Gainesville, VA 20155
Skills
● Accounts receivables
● Banking
● Budget planning
● Coaching
● Commercial lending
● Contracts
● Counseling
● Clients
● Customer satisfaction
● Documentation
● Finance
● Financial reports
● GL
● Hiring
● HR
● Imaging
● Invoicing
● Leadership
● Loan processing
● Market
● Network
● Pricing
● Proposals
● Quality Assurance
● Receiving
● Recruiting
● Reporting
● Research
● Sales
● Se lements
● Shipping
● Training programs
● Workshops
● Relationship building
● Delegation
● Scheduling
● Process improvements
● Strategic planning and execution
● Capital spending
● Performance analysis
● Develop, manage, and execute in exceeding all job expectations
● Also increased cross sell ratio from 3.2 products to 6.5 adding revenue to business
● Exceeded financial goals including sales revenue, volume, and unit production for all product lines including loans and loan processing
● Proactively networked with community center of influence
● Led district in Business Acquisition Activities
● Developed Team to proactively exceed the needs of business customers through workshops, training, and on ongoing coaching
● Grew Business Relationships from within book of business as well as sourced new Business weekly
● A ended network events to seek out new opportunities and built relationships with big business decision makers
● Partnering and strategically identifying opportunities by building and maintaining long-term relationships with Business partners
● Proactively evaluate sales performance and help drive results to its full potential
● Coaching and motivating staff to exceed cross-sell goals while maintaining a high level of customer satisfaction
● Produced timely and accurate financial reports using for District Manager quarterly review
● Conduct observations to identify strengths and areas for improvement while engaging team members to perform at a higher level
● Maintained and forecast monthly sales goal with a steady growth month after month ending above sales quota
● Provide strong leadership to the team and promote a culture of on-going feedback, performance and development discussions to enhance the overall employee experience and retention
● Facilitate Quality Assurance and loss exposure review by incorporating morning huddles and mid-session reviews
● Evaluate consumer behavior, pa erns, and recommend the best solution
● Supported and developed quarterly training programs for personal bankers, private bankers, and tellers
● Daily reviewed customer list of each banker to uncover any missed opportunities as well as follow up calls made by self to ensure satisfaction on their customer experience
● Grew Business households from within existing clients having 1.1 products to 5 and sourced new businesses weekly hi ing platinum level consistently for the last three quarters
● Retained customers and grew book of business
● Exceeded loan sales goals and processed loans
Northwest Federal Credit - Branch Manager, V.P
Gainesville, VA
03/2012 - 09/2012
● Execution of funding actions, budget planning, and analysis across the budget year
● Develop, manage, and execute in delivering the highest closed loan percentage for the market at 200 %
● Forecast out year deposit and new account growth for new location
● Maintained and forecast monthly sales goal with a steady growth month after month ending above sales quota
● Monitor and Track GL accounts to meet expenditure goals by end of calendar year
● Produced timely and accurate financial reports using for District Manager quarterly review
● Inventory management
● Budget development
● Staff training/development
● Client account management
● Coaching and mentoring
● Business development
● Conflict resolution
● Human resources management
● Effective leader
● Product development
● Employee scheduling
● Employee reviews
● Recruitment
● Project development
● Operations oversight
● Leadership training
● Capital improvement planning
● Financial controls implementation
● Employee development
● Cost analysis and savings
● Recruiting and Hiring
● Goal se ing
● Cross-functional team management
● Supervision and training
● Purchasing and planning
● Trend forecasting
● Customer retention
● Financial administration
● Schedule management
● Compensation/benefits administration
● Profit and loss accountability
Education
06/1998
Channelview High School
Channelview, TX
High School Diploma
Expected in 2022
NOVA
Manassas, VA
Associate of Science
.
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