Customer Service Center Manager

Jacqueline Bailey

**** ***** ******** **, ******* Florida 32828 202-***-**** (mobile)

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

ACCOMPLISHED FINANCIAL CENTER MANAGER

Results-oriented, reliable, self-motivated Professional Manager with a concentration on furthering team success by transforming high-potential staff into outstanding professionals. A highly competitive team player with a track record of consistently exceeding sales and service goals, while delivering monumental customer service. As a progressive leader and partner to peers, I demonstrate and mentor the “I can do” attitude while promoting camaraderie and all-inclusiveness. Generously donates time by actively participating in community service activities, both independently and during team-building activities. Adapts to change in an ever-changing environment. Expertise in leveraging and securing relationships with high net worth clients, both within the commercial and consumer markets. Expertise in establishing networking opportunities to ensure new business opportunities in conjunction with sustainable alliances with existing customers

OPERATIONAL LEADERSHIP EXCELLENCE

Operations * Customer Service Excellence * Sales/Marketing/Promotions * Team Building/Team Leadership/Training/Supervision * P & L Management * Procurement * Systems Management * Inventory Management * Budgeting & Cost Controls * Merchandising Strategies * Strategic Planning * Human Resources * Public Relations * Safety and Compliance CAREER HIGHLIGHTS

• Reputable for ability to maximize team talents, analyze opportunities, and serve as a confident and proactive voice to advance corporate branding while emphasizing training on customer relations and executing superior customer service.

• Recognized ability to build and maintain strong business relationships with clients by providing vital industry expertise and consistent service.

• Proficient at increasing gross margins and improving processes in diverse financial/retail environments. Oversite for budget compliance and meeting financial goals set for the branch or retail operations.

Professional History

Bank of America Washington, DC April 2011 – Present AVP FINANCIAL CENTER MANAGER II

*Coached and Managed a team of ten staff members consisting of Assistant Manager, Small Business Banker, Financial Solution Advisor, Mortgage Loan Officer, two Personal Bankers, Sales and Service Specialist and three tellers. Recruits and trains through on-boarding activities, assigns on-site mentor with peers (critical key to a successful on-boarding experience).

• Promoted within 1 years to a Larger Banking Center which Service the #1 Highest deposit Balance clientele in my market. Proactively analyze the Center's Traffic Reports.

• Conducts weekly leadership strategy meetings with Assistant Manager, Personal Banker, Partners and Merchant Services focused on: recognition, operations, sales results-new business acquisition, action plans, networking opportunities, referrals both quality and quantity, review planned off-site events and weekly time keeping reviews. Weekly touch-base meetings designed to promote enhanced product knowledge.

• Ensure regulatory compliance.

• Verify and review the Mortgage pipelines to ensure sales goals and application processes meet or exceed sales goals. Consistently have met Mortgage goals by 30% for 2013-2014. • Direct team-building (all hands) morning huddles focused on: recognition, sales results, daily commitments, operational updates, role-play exercises, training portal reviews, product updates, and review of customer verbatim.

• Conducts quarterly performance assessments and annual individual development plans with each associate. The action plans are in line within the SMART principals model.

• Model Guest Standards and End-2-End Customer Treatment Behaviors. Conducts three weekly staff observations with one-on-one reviews within 24 hours of observation if not conducted on the same day. The center is 10% above the company’s standards within the Professional Treatment Survey metrics. • Promoted two Personal Bankers, three tellers and two Sales and Service Specialists to next role assignment under my leadership.

• Consistently have passed 8 Banking Center Compliance Physical Audits and One Corporate Audit with a 95 of better. This was accomplished with a team of eight new in role associates assigned as direct reports within 1 year. Daily New account audits are reviewed during the opening process to ensure accuracy. Ensuring a high Customer Satisfaction outcome.

• Exceeds Small Business Demand Deposit Accounts each quarter by 25%.

• Advocate of the Meet the Customer Play for all Sales and Service Transactions as a means to deepen the relationship with customers, both on the retail and preferred level. Staff Schedule's weekly outbound customer experience calls daily to include an email follow-up when applicable.

• Participates in quarterly Financial literacy education lessons with local elementary schools. • Serves as the Community Service Coordinator for my clusters (31 Financial Centers), sourcing monthly events and tracking and posting the cluster’s annual community hours. Accessorize, UK Based Company, Pentagon City, VA 2010 – 2011 CONSULTANT/STORE MANAGER

• Organized, directed and participated in three new store openings in Washington, DC and Virginia including setting up the P & L spreadsheet and billing systems.

• Exceeded sales goals by an average of 15% every month.

• Performed weekly store audits, to ensure all SOP’s were implemented and followed as directed. Set up the Business plan, Marketing Calendar, Sourced the Comprehensive Payroll Service for the US Stores and edited the US Employee Policy and Procedure Handbook Wilford’s Boutique, Tyson’s Galleria, VA 2008-2010 STORE MANAGER

• Increased previous year’s sales from -20% to +30% within the first three months of employment increases sustained during the tenure of employment. Reduced inventory loss from 2.0% to 0.2% within the first six months of employment. • Increased stores standings to #2 in profits and sales annually. Oversaw and Managed15 million in sales.

• Created and implemented employee recognition and customer service programs to include in-store client events and visual promotional updates.

Bloomingdale, Rockville, Maryland 2007-2008

• Developed a successful sales team through training, supervision, motivation, counseling and incentive programs. Recognized as Top Talent amongst peers.

• Achieved the highest and most consistent customer service scores during tenure as the Specialty Department Manager driven by weekly team meetings and implementation of an accountability action plan. Scores surpassed peers by 4%.

• Achieved planned sales and reduced loss of company assets by 15% of stores standard targeted goal. Management 25 million in inventory and Sales. CAREER NOTE: Previous roles as Women’s Department Manager for (Launched Flagship - Ralph Lauren Store (2005-2006), Manager Design Salon for Saks 5th Avenue (2002-2005), and District Manager/Events Coordinator for Rodger-Paris (European Company-1994-2002). Education/Training

Bachelor of Arts in Fashion Merchandising/Textile Marketing University of Maryland, College Park, MD

Technical Skills

Software: Microsoft Office Suite

Web/Multimedia: Linked in

Professional Development: Hundreds of hours of management training covering leadership and negotiations

Contact this candidate