Risk Management Business Development
Resume:
LISA DEFILIPPO Howell, NJ
m: 848-***-****
*********@*****.***
PROFESSIONAL SUMMARY
Vision-driven change agent with career-long record of retail banking operations, business development, and operations management success for leading organizations An accomplished, dynamic, and results-oriented Branch Banker with a background of success in directing sales activities and utilizing product and services to enhance customer financial wellbeing, implementing innovative PNC solutions to drive revenue with strong customer loyalty. Growth-focused thought leader equipped with risk management and lobby engagement experience, leveraging ecosystem partnerships to further enhance branch operations. Exceptionally dedicated professional with keen interpersonal, communication, and organizational skills, as well as budget management, policy development, and resource allocation expertise. CORE COMPETENCIES
• Professional Team Development
• Service and Sales Management
• Risk Management
• Contract Negotiations
• Digital Records Maintenance
• Business Process Optimization
• Financial Records
• Customer Service
• Data Analysis
PROFESSIONAL EXPERIENCE
PNC BANK, NEPTUNE, NJ, JULY 2018 TO PRESENT
BRANCH BANKER
• Establish, expand, and strengthen the branch’s customer base by utilizing a range of service and sales activities; handle and optimize the customer experience by discovering opportunities to enhance the customer’s financial situation.
• Partner with ecosystem leaders to enlarge customer’s wallet share; orient and implement PNC solutions to boost new revenue and deepen customer loyalty.
• Initiate sales conversations across external and internal interactions, streamlining defined sales processes involving teller interactions, service to sales, outbound calling, appointment organizing; pioneer close and personalized lobby engagement to increase client loyalty.
• Host PNC clients to discover and develop solutions to meet their needs; utilize ecosystem partnerships and community Centers of Influence to found, deepen, and maintain relationships.
• Inform customers on all product and service options available to coordinate financial transactions, orienting tools, resources, and technology towards fulfilling customer requirements.
• Cultivate extensive procedural and product knowledge to reveal, prevent, and resolve customer issues with the goal to deepen customer loyalty.
• Oversee risk management in compliance with procedures and policies, conveying expert judgement within standardized limits; apply a close scrutiny to operations to prevent loss; attend in optimizing daily branch operations, guaranteeing tasks are completed in professional and accurate fashion.
• Evaluate and head risk management in alignment with business objectives and activities that bolster PNC’s Enterprise Risk Management Framework.
• Boost client’s digital awareness with presentations of all online and digital tools and resources, enabling to discover solutions that attain financial goals and improve financial well-being via PNC conversion.
• Comprehend impactful communication techniques and tools, presenting complex ideas in simple manner; multitask several priorities, practicing tactful time and resource allocation for projects, groups, and activities.
• Craft and leverage inter and intra-departmental relations in accordance with functional and geographic reporting lines; examine operational and process issues to accurately devise effective approaches and techniques in a variety of situations.
LISA DEFILIPPO Page 2
• Acquire and develop potential customers in the market; outline and strategize effective value propositions, selecting the correct industries to make largest impact.
• Keep abreast of all current retail lending products and services, analyzing operational processes and procedures that guarantee local and company policy compliance.
• Enable customers to fulfill financial goals, utilizing specialized techniques to craft opportunities for selling financial solutions.
• Leverage workforce planning tool to optimize staffing in branches to ensure effective lobby and line management to provide exceptional client service.
• Assist the Branch Manager with efficient operations of the branch including reporting and audit items; process and close consumer loan applications through credit administration. TALBOTS, JACKSON, NJ, SEPTEMBER 2014 TO JUNE 2018
STORE MANAGER
• Orchestrated project sales operations, assembling and guiding teams towards outstanding customer experience.
• Recruited, onboarded, and mentored team members to be qualified professionals that deliver service in a open and friendly manner; administered payroll and scheduling duties, optimizing operations to meet company objectives.
• Conducted loss prevention responsibilities, coordinating with all levels of management to reach performance objectives and surpass expectations.
• Scheduled, trained, and coached employees to maximize performance in customer service, revenue generation, and daily tasks such as stocking and receipt tracking.
• Increased customer satisfaction and bottom-line revenue by expanding product lines, offering special promotions, and building loyalty club membership.
LANE BRYANT, FREEHOLD, NJ, NOVEMBER 2011 TO SEPTEMBER 2014 ASSISTANT STORE MANAGER
• Compiled product and service knowledge to create notable customer experience; directed sales team operations to reach daily performance goals.
• Assigned to compose reports, track financials, and formulate projections; hosted and coordinated sales and merchandising events to boost brand awareness and deepen company rapport.
• Founded sales goals, managed budgets, devised sales forecasts, and consistently maximize sales and profits; directed sales floor activities, ensuring excellence in customer service and resolving store level problems.
• Coordinated personnel management, interviewing, hiring, training, mentoring/coaching, and evaluating; oversaw merchandise selection, window displays, and stocking, working directly with vendors.
• Applied strategies that improved shrink percentage; served as key contact with suppliers and vendors, securing key business agreements.
PREVIOUS EXPERIENCE
GYMBOREE RETAIL CORP., EATONTOWN, NJ, OCTOBER 2007 TO NOVEMBER 2011 STORE MANAGER EDUCATION AND CREDENTIALS
BACHELOR OF SCIENCE (B.SC.) IN FINANCE, 1995
Saint John’s University, Staten Island, NY
Contact this candidate