Employee Relations, Talent Acquisition, Branch Manager

Esther Bonsrah

HR Manager - Employee Relations - Talent Acquisition- HRBP- Training & Development

Kearneysville, WV, USA *******@*****.*** 301-***-****

People-Centric Leader Enhancing Employee Engagement, Driving Change & Fostering Positive Workplace Cultures

Professional Summary

Emotional intelligent HR leader with well-rounded expertise in customer and employee relations. Adept at fostering positive workplace cultures and resolving conflicts, ensuring high employee engagement and retention. Proven ability to build strong relationships, lead high-performing teams, and implement strategic HR initiatives that align with organizational goals. Adept at identifying and mitigating risks, ensuring compliance, and promoting a collaborative and inclusive work environment. Recognized for excellent communication skills, strategic thinking, and a proactive approach to resolving complex HR issues, driving employee satisfaction and business success.

Key Distinguishers

Change Agent: Successfully led organizational change initiatives, ensuring stability and high employee retention during periods of transformation.

Employee Relations Expert: Proficient in managing grievances, performance cases, and conflict resolution, fostering a positive work environment, and maintaining high employee satisfaction.

Strategic Relationship Builder: Developed and maintained strong professional relationships, enhancing client engagement and satisfaction.

Effective Communicator: Adept at delivering clear, concise communication across all levels, aligning organizational goals with stakeholder expectations.

Results-Oriented Leader: Demonstrated ability to drive performance improvements through strategic planning, training, and development.

Talent Acquisition Expertise: Skilled in sourcing, interviewing, and hiring top talent, utilizing databases and social media to enhance recruitment success.

Core Competencies

Conflict Resolution Employee Relation Relationship Building

Strategic Planning Training & Development Leadership/ Project Management

Professional Experience

Branch Leader II- Management & Business Development- Truist Bank Berkeley Springs, WV Nov 2024

àResponsible for human capital decisions, including interviewing, candidate selection, hiring, workforce scheduling, leading and coaching teammates on their career development, annual performance reviews, ratings, and performance counseling, including disciplinary actions for all branch team members.

àLead, coach, and manage the team while driving branch performance and business development.

àSupport teammates to deliver both strong individual and team performances through personal productivity

àPromote a positive public image in the community and instill the Purpose, Mission, and Values in teammates to support the company’s culture.

àBuild partnerships with other partners to ensure compliance with procedures, internal controls, and risk management, as well as ensure the code of ethics and all required training are completed by all teammates.

Human Resources Manager Asbury United Methodist Church – Shepherdstown, WV Jan 2019 – Dec 2023

Manages HR-related duties, including grievances, performance management, and recruitment. Led change management initiatives and resolved conflicts, maintaining a positive work environment and high member retention.

Ensured a seamless transition by leading a change process in four weeks, minimizing disruption, effectively equipping the team, and maintaining operational continuity during the organizational restructuring.

Maintained 95%-member retention by resolving grievances through empathy and effective conflict resolution, ensuring peace during changes.

Proactively addressed potential risks by identifying organizational changes and developing plans to mitigate employee and member relations issues.

Streamlined the hiring process by preparing and posting recruitment materials to various platforms, attracting qualified candidates efficiently.

Enhanced recruitment success by sourcing candidates via databases and social media, conducting interviews with reliable tools, and ensuring timely and accurate hiring decisions.

Relationship Manager- Sales & Account Management Capital One – McLean, VA Aug 2017- August 2024

Facilitate strong partnerships with dealers, sales, and finance managers while providing high-level customer service to the internal Auto Finance business. Influenced 80-120 dealerships, building positive relationships and supporting outside sales managers.

Increased market share from 2% to 6% by building strong relationships and effectively communicating with decision-makers, resulting in over $1M in monthly profit and managing accounts using Salesforce.

Elevated client status levels from under 50% to 85% by providing tailored training and fostering strong relationships, improving overall client engagement.

Improved customer satisfaction by 30% through continuous process improvements and effective problem-solving strategies, ensuring exceptional service quality and addressing client needs proactively.

Supported team development by training new Relationship Managers, organizing learning materials, and ensuring high-quality communication and performance.

Led quality assurance efforts, achieving high standards in all incoming and outgoing communications, ensuring exceptional customer experiences.

Streamlined processes by identifying inefficiencies and implementing improvements, resulting in enhanced operational performance, reduced errors, and increased productivity.

Senior Underwriter- Mortgage & Consumer Loans FC Federal Credit Union – Greenbelt, MD Oct 2015 – Oct 2017

Underwrote second residential mortgages and consumer loans, ensuring high quality and client satisfaction in a fast-paced, high-volume environment. Developed and maintained effective lending policies and professional business relationships.

Enhanced client satisfaction by ensuring accurate underwriting and compliance, improving trust and long-term client relationships through professional interactions, and addressing customer concerns promptly and effectively.

Streamlined processes by assisting with policy development, improving operational efficiency, and reducing errors.

Supported team training by sharing knowledge and best practices in underwriting, enhancing overall team performance and compliance.

Assistant Branch Manager & Client Relations SunTrust Bank – Bowie, MD Jun 2014 – Oct 2015

Assisted in running the branch, supervising sales and operational activities, and ensuring compliance with legal and regulatory requirements. Provided exceptional client service and supported the development and expansion of client relationships.

Enhanced customer service experience by coaching staff and providing constructive feedback.

Built and managed a client portfolio, ensuring timely loan closures and resolving escalated complaints promptly, maintaining high client satisfaction.

Led and participated in mentoring associates through training and sales meetings, fostering a collaborative and high-performing work environment that encouraged professional growth and enhanced team cohesion.

Education

MBA with Human Resource Concentration Southern New Hampshire University, Nov 2023

BA in Business Administration Management Shepherd University, May 2021

Professional Development

Emotional Intelligence Performance Management Techniques

Managing Change Leading Change Management

Building Personal Resilience Strategic Analysis: Mission, Vision, and Stakeholders

Leadership and Coaching Management

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