Workforce Planning Branch Manager

SANDRA BAKSH

917-***-**** ¢ narosandy@gmailcom

Summary of Qualifications

Over 25 years of banking sector experience with increasing responsibility

Expertise in reviewing monthly operational scorecard to ensure branch stays within Controllable

Expense Budget and overall branch profitability

Experienced serving as Assistant Branch Manager, Service Officer and First Escalation Manager

Partner closely with team members to achieve sales and service goals, maximize sales referrals

Versed at leveraging workforce planning tools to optimize branch staffing, ensuring effective lobby

and line management personnel deployment

Competent with Microsoft Office Suite of software and proprietary software

Work Experience

Service Officer/Enhanced Teller 2000 - Present

Citibank, NA— Northeast Suburban Market Hewlett/Cedarhurst, NY

Assume tole of Assistant Branch Manager in her absence

Assume to tole of the Service Officer when platform needs help

Execute against Sales Target to exceed month over month sales goals

Coach team members on identifying sales opportunities and referring customers to appropriate

branch employees and internal business partners

Design, deliver, and implement customized training for store team (training for tellers & CSR’s)

Provide timely guidance and feedback to help team strengthen specific knowledge and skills

Conduct “Daily proof processes” to ensure adherence to operational requirements; investigate

controllable losses among branch staff

Cultivate strong relationships with back office service partners to ensure delivery of high-quality

customer service, on-going communication needs and operational consistency

Head Teller/Teller 1999-2000

Citibank, NA- Northeast Suburban Market

Delivered outstanding client service by executing financial transactions in accordance with bank

policies and procedures

Served as First Escalation Manager for customer problem resolution; assisted team members with

difficult customer inquiries and complaints

Assisted in management of monthly audits and related reports and ensured the integrity of store

operations through store self-audits

Adhered to operational controls, including legal, corporate, and regulatory procedures to

ensure the safety and security of customer and bank assets

Drove efforts in the branch to identify and implement a positive overall client experience

Deepened client relationships by effectively executing all services and referring bank

products while achieving goals through daily sales activities and branch sales promotions

Proactively educated clients on utilizing available access channels (ATM, mobile banking)

Attracted and retained diverse talent by providing leadership, coaching, and mentoring to employees

Education

Associate in Business Administration, and Technology

The City University of New York, Queensborough Community College

Expected graduation: Spring 2022

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