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Branch Office Administrator Resume Example

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BRANCH OFFICE ADMINISTRATOR
Professional Summary

Natural leader experienced in driving great team successes by coaching and motivating team members to increase financial profitability, operational efficiency, and customer satisfaction. Record of performance in meeting organizational objectives. Excellent interpersonal skills, ability to work well with others, in both supervisory and support staff roles.

Skills
  • MS Office
  • Project organization
  • Problem resolution
  • Supervision
  • Process improvement
  • Spreadsheet management
  • Human resources knowledge
Work History
Branch Office Administrator07/2008 to CurrentEdward Jones Investments, Baton Rouge, LA
  • Oversaw appointment scheduling and itinerary coordination for both clients and personnel.
  • Interacted with customers professionally by phone, email or in-person to provide information and directed to desired staff members.
  • Improved office operations by automating client correspondence, record tracking and data communications.
  • Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
  • Delivered expert clerical support by efficiently handling wide range of routine and special requirements.
  • Established efficient workflow processes, monitored daily productivity and implemented modifications to improve overall effectiveness of personnel and activities.
  • Kept physical files and digitized records organized for easy updating and retrieval by authorized team members.
  • Integrated logistic systems into company processes to improve operations and manage work orders and price changes.
  • Managed supervisor itinerary and appointments and streamlined scheduling procedures.
  • Oversaw office inventory activities, including ordering and requisitions, stocking and shipment receiving.
Customer Service Manager03/2013 to 07/2017Cottonport Bank, Baton Rouge, LA
  • Organized and set up the first branch in Baton Rouge for Cottonport Bank.
  • Work closely with customers both personal and commercial by answering questions, research issues, and rectify the problems for the customer.
  • Spearheaded training initiatives to keep all customer service team members operating consistently with strong call management abilities.
  • Devised and deployed successful approaches to retain customers and boost brand loyalty.
  • Monitored and reported on trends in customer interaction to evaluate processes and capitalize on improvement opportunities.
  • Created and enhanced call sequencing flows and scripts to enhance team performance.
  • Conducted training and mentored team members to promote productivity, accuracy and commitment to friendly service.
  • Reviewed submitted documents to check compliance and enforce recordkeeping policies.
  • Conferred with customers about concerns with products or services to resolve problems and drive sales.
  • Preserved revenue streams by utilizing strong communication and negotiation skills, offering refunds as last resort to maintain customer satisfaction.
  • Led process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team.
  • Maintained accurate and current customer account data with manual forms processing and digital information updates.
  • Built partnerships with diverse internal teams and sales, finance and operations departments to streamline processes.
  • Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service.
  • Consulted with customers to resolve basic issues or direct to correct staff member.
  • Composed professional business correspondence, emails, meetings notes and other documents.
  • Followed through with client requests to resolve problems.
  • Sustained continuous improvement by implementing customer interface management systems through telephone communication, email marketing, live chat services and social media.
  • Resolved customer complaints while prioritizing customer satisfaction and loyalty.
  • Increased customer retention by developing and offering unique discount options while driving interest in new product lines.
  • Assembled important paperwork and disclosures for borrower.
  • Worked with Loan Officer to create application profile in system and review key information at various stages within process.
  • Monitored full life cycle of loan from initial application to final funding.
  • Worked with applicants to obtain missing details and verify information.
  • Communicated with customers daily to request information and complete paperwork.
  • Developed and maintained relationships with local real estate agents.
Financial Services Specialist07/2011 to 03/2013Regions Bank, Baton Rouge, LA
  • Met quotas of sales to customers including, Life Insurance & Fixed Annuities.
  • Educated and worked with clients on ROI terms to find accurate solutions.
  • Liaised with customers and funding sources to identify and remove roadblocks to business funding.
  • Built and deepened productive relationships with prospective and competitive customers to drive sustained growth.
  • Worked with clients to provide competitive commercial banking solutions and retail financing plans.
  • Worked with clients to develop financial planning strategies and solutions through evaluation of finances.
  • Drove operational improvements which resulted in savings and improved profit margins.
  • Increased customer satisfaction by resolving product issues.
  • Resolved account problems, improved operations and provided exceptional client support.
  • Monitored key dates to obtain information by deadlines.
  • Worked with clients and finance companies to find optimal solutions for financing.
Education
Southeastern Louisiana University, Hammond, LABachelor of Arts, Business Management, Human Resources Management, Expected in 05/2021

GPA: 3.3

  • Member of Gamma Beta Phi NAtional Honor Society
  • Member of The National Society of Leadership and Success (NSLS)
  • Member of The Society of Human Resource Management (SHRM)
Professional License

Life and Health Insurance # 301974

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Resume Overview

Companies Worked For:

  • Edward Jones Investments
  • Cottonport Bank
  • Regions Bank

School Attended

  • Southeastern Louisiana University

Job Titles Held:

  • Branch Office Administrator
  • Customer Service Manager
  • Financial Services Specialist

Degrees

  • Bachelor of Arts , Business Management, Human Resources Management Expected in 05/2021

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