Customer Service Branch Manager

Hansraji Heeralal

Assistant Branch Manager – Retail Banking

CONTACT

(718) 536 - 0546

***************@*****.***

SKILLS

Platform expertise

Sales Management

Analytics

Communication

Creativity

Customer Service

Team Management

AWARDS

CitiStar (2002, 2004)

Operational Excellence

Award (2008)

TECHNICAL PROFICIENCIES

iCalendar

Salesforce

Adobe

myTime

MS Excel

MS Outlook

MS Word

MS PowerPoint

PROFILE

Experienced banking professional with over twenty years in retail banking. Proven success in leading a team to achieve exceptional performance through years of line leadership experience. Dynamic team leader with an ability to develop, maintain, and strengthen client relationships which are built on trust, ethics, and confidence. EXPERIENCE

Assistant Store Manager, TD Bank – Metuchen, NJ May 2015 – Present

Manage overall daily branch activities including implementing operational and regulatory procedures.

Establishes and solidifies customer relationships by providing legendary customer service.

Establish sales goals, manage budgets, devise sales forecasts, and consistently maximize sales and profits.

Provides people management leadership by hiring the best talent, setting goals, developing staff, managing employee performance and compensation decisions, promoting teamwork and handling any/all disciplinary actions, as required.

Proactively lead, motivate, and coach employees to achieve desired results.

Support portfolio growth by coaching branch staff to identify sales opportunities.

Conduct monthly audits and related reports.

Conduct 5 monthly observations and 1 monthly coaching session per staff member.

Consistently surpasses personal sales goal at 150% of goal. Assistant Branch Manager, Citibank – Edison, NJ November 2006 – December 2014

Increased branch scorecard 113% to goal as of 07/2014 (Division ranking #7, 1st Quartile) by adhering to strong sales, services, and operationally sound environment.

Oversaw daily branch activities including implementing operational and regulatory procedures.

Proactively lead, motivate, and coach employees to attain desired results.

Supported portfolio growth by coaching branch staff to identify sales opportunities.

Conducted monthly audits and related reports.

Head Teller, Citibank – Fort Lee, NJ April 2004 – April 2006

Provided customers with superior customer service by executing financial transactions in accordance with bank policies and procedures.

Resolved account service issues and responded to customer inquiries promptly and effectively.

Research and process teller differences.

Mentor and train new and existing employees.

Business Teller, Citibank – Fort Lee, NJ Feb 2000 – April 2004

Provided customers with superior customer service by executing financial transactions in accordance with bank policies and procedures.

Resolves account service issues and responded to customer inquiries promptly and effectively.

Proactively educated customers on utilizing available access channel (i.e. online/telephone banking, ATM).

Identified customers’ need in order to effectively refer bank solutions.

Adhered to operational controls including legal, corporate, ad regulatory procedures to ensure the safety and security of customers and bank assets.

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