Senior-level Business Management and Operations Executive with proven success in driving increases in revenue and profit
through strategic and innovative leadership. Significant strengths in training and development. Assesses needs and delivers
effective training programs facilitating learning and promoting staff development. Business operations strategist with proven track record of developing innovative, cutting-edge strategies, which are value-added, cost-effective, streamline efficiencies and win major market share. Strategic thinker and visionary leader experienced developing and executing short- and long-term tactical plans, setting company direction and managing program implementations for aggressive growth. Possess broad leadership expertise within startup, turn around challenges and rapid growth situations. Seasoned staff manager, mentor and developer. Successfully hires, directs and inspires individuals and high performance teams to produce optimum results in pursuit of organizational goals. Team-based management style, effective in communicating corporate strategies, fostering support, and building consensus in diverse organizational cultures. Initiates creative solutions to complex operating problems and consistently thinks out-of-the-box. Demonstrated ability to maximize profitability and increase sales bearing full P&L accountability. Effectively execute key business solutions in support of organizational dynamics and company business objectives.
Top-rated sales performance
Web-based reporting tools
Strategic event planning
DeNovo Branch Manager10/2011 to Current PNC Bank
2013 Gallup Great Workplace Award recipient.
2013 Market All-Stars Award recipient.
Human Sigma Club 6 branch.
and Service leadership resulting in new branch consumer production of 162% and business production of 437% year-to-date.
Strong partnership with line of business partners to achieve and exceed goals.
Work with local centers of influence and establish.
relations with local community organizations.
Developed and executed marketing programs and general business solutions resulting in increased company exposure, customer traffic, and sales.
Increased new bank relationships within the local community [number]% by executing quarterly promotions.
Created strategies to develop and expand existing customer sales, which resulted in a [number]% increase in annual sales.
Maintained confidentiality of bank records and client information.
Maintained friendly and professional customer interactions.
Store Manager IV07/2009 to 10/2011 Wells Fargo Bank
Successfully lead a Level IV store through all aspects of retail sales and service functions.
Team was number one in the district in sales and service metrics along with being number one in Broward county three quarters in a row.
Created, trained and coached a successful sales team through the development of my teller and platform teams.
Developed and administered budgets, business development goals and objectives, staffing models, schedules and performance standards Developed strategic partnerships with my line of business partners.
Good leadership and motivational skills.
Managed the store's profitability and book of business by analyzing our financial metrics.
Lead my team to meet individual and team sales which resulted in us being the only one of two stores that had all team members receive a payout in all of southeast Florida.
Created an environment of learning and understanding to achieve our customer satisfaction goals Implemented a weekly Satisfaction meeting who's model was adopted by the district and market We were the first team to achieve 100% "Top Box" scores for a quarter in Broward county.
District Manager05/2007 to 07/2009 H&R Block
Administered and directed all aspects of district sales, service, operations and fiscal results for 17 locations.
accountability for revenue and profitability growth of district.
Hired, trained and managed sales and operations staff.
encompassing 30 full-time and 300 seasonal employees.
Forecasted, planned and administered budget with full P&L.
Hired to take over the most challenged district in the company and turnaround distressed operations.
Developed office leaders in all locations resulting in performance of at least 80% or better to goal.
Provided sales and operational assessments, management and training in an effort to maximize each location's profitability.
Role modeled team-based management and provided leadership by example resulting in making the district the #1 district in Net Earnings as well as #1 in Client Satisfaction out of 11 districts within the South Florida region.
Ensured policies and procedures were implemented and followed in each supervised office to increase revenues, control expenses and promote client satisfaction through a consistent positive experience.
Lead the operation and management of the district to ensure successful implementation of Company policy and procedures across assigned tax offices.
Designed and implemented strategies to increase revenue and maximize profit.
Developed and monitored strategy to increase client satisfaction with the goal to increase probability of clients returning next year.
Utilized a top-line sales and operations management approach to rapidly achieve and exceed profitability goals.
Initiated departmental reorganization including strategic staff hiring and the re-positioning of key personnel.
Franchise Owner / Operator01/2004 to 07/2007 Nurho, Inc – Dania Beach, FL
Managed and oversaw all aspects of sales, service, marketing and operations for the opening of this new women's fitness center.
Responsibilities encompassed business development, member acquisition, marketing initiatives and campaigns, public relations,.
training and development, and cost controls.
Held full P&L accountability for facility generating revenues of over $250M.
Awarded Dania Beach Small Business of the Year Award, 2006.
Consistently stayed within budget while preserving customer satisfaction levels and standards.
Established marketing goals, developed sales strategies, and implemented marketing programs to target new markets.
Senior Vice President07/1999 to 01/2004 BankUnited – Miami Lakes, Florida
Served as a Regional Executive accountable for overseeing more than 300 staff in 42 branches throughout Collier, Broward, Dade and Palm Beach counties.
Areas of accountability encompassed Sales Management, Incentive Compensation, Product Development, Community Development, Customer Service and the Call Center.
Sales Management Created and facilitated the implementation of sales goals and sales campaigns for branch employees including tracking and monitoring all sales.
Supported company during a time of high growth starting with 20 branches and increasing to 42 by providing sales and operational assessments, management and training.
Launched/developed a series of productivity improvement, process re-engineering, cost reduction and performance management initiatives, consistently improving production, quality and customer satisfaction.
Worked closely with managers to focus on processes and identify best practices providing the best possible work environment while fostering growth.
Built outstanding sales team and fostered entrepreneurial spirit among managers.
Recipient of several achievement awards for outstanding performance in sales, profit, and exceptional team building.
Developed plans to reward branch employees.
Tracked compensation and disseminated information to Human Resources to facilitate payment.
Implemented and created an incentive program valuing employee contribution and tying performance into company goals.
BankUnited (continued) Product Development Successfully created new consumer product lines that fit with diverse sales cultures and worked closely with marketing regarding branding initiatives.
Created regional marketing plans and campaigns.
Retooled existing company products and implemented marketing program significantly impacting revenues and profits.
Community Development Responsible for all CRA, public relations and community outreach activities.
Customer Service Managed Service Support Managers in each region of the bank and oversaw teller operations, loss prevention, and fraud.
Created manuals for operational procedures and implemented a Secret Shopper program to improve service levels.
Increased operational performance by continuously evaluating key performance indicators.
Continuously evaluated performance and provided the necessary leadership to develop plans that excelled business development and operational performance.
Successfully created an atmosphere in which each employee functioned as an integral part of a team, leading to enhanced productivity and profitability.
Call Center Responsible for hiring associates and overseeing sales and service of all incoming and outgoing calls to the bank's 800 number.
Focused on productivity gains throughout operation with an approach that balanced efficiency and equality.
Identified cost-benefit analysis opportunities and maintained performance metrics report that measured results against threshold and target objectives.
Training and Development Centralized the training function, and conducted training and development for all associates and managers in each branch.
Consistently produced successful managers and developed associates to achieve their next level.
Regional Sales Manager01/1989 to 07/1999 Bank of America – Florida
Created a professional sales team by recruiting, coaching, training, developing, and retaining top industry professionals.
Worked closely with bank partners and key centers of influence to launch solution programs, capturing new sales opportunities.
Aggressively targeted and developed new business through a customer calling program and cross-selling of commercial products to an existing customer base and select prospects.
Solid understanding of, and ability to, effectively position products within individual markets.
Achieved significant success through expanding product offering to existing customers and maximizing new and current customer potential.
Grew region to be within the top 5 producers within the state in one of the most established regions within the company.
Service Quality Manager Transition Services ManagerBank of America
Barnett Bank Merger.
Held accountability for quality control and audit performance of branches within 10 regions.
Emphasis on working closely with.
Regional Managers, Branch Manager and staff in the development and implementation of strategies to increase profitability and.
ensure quality delivery of services.
Conducted on-site visits in a proactive effort to maintain integrity of internal audit controls.
Analyzed information provided in Gallup Surveys and compared to branch performance to identify areas in need of improvement.
Designed and delivered training to address critical business needs.
Developed and implemented programs that fully supported branches, staff, management and company mission statement.
Effectively handled complaints on a state level and instituted win-win resolutions for both the company and customer.
Integral role in overseeing transition services for staff, management and operations through the merger and acquisition of Barnett Bank.
Conducted intensive GAP analyses and created diverse alterative programs for customers to complete banking transactions.
Regional Service Support Manager Branch ManagerBank of America
Initially hired as a Consumer Banker and progressively promoted to be the first Service Support Manager for the company.
Oversaw more than 40 branches for this leading national financial institution.
Areas of accountability encompassed customer.
service staff and teller performance, minimizing fraud and losses, back office operations, customer complaint resolution, and.
quality assurance initiatives.
Managed staff including recruiting, supervising, cross-training and performance evaluations.
Chosen to be one of 25 associates out of more than 2,000 applicants to complete a one year fast track Management Associate Program, training in every aspect of banking center and corporate operations.
Oversaw daily monitoring and control of branch reject register, overdraft report and collected funds exposure report.
Wrote policy and procedures for the Central Florida Region resulting in an 87% reduction in non-credit losses.
Developed and implemented training for Central Florida Region.
Branch within region won the President's Excellence Award out of more than 400 branches throughout the state.
Associate of Arts: Valencia Community College-
FLLiberal Arts and Business 2 years
American Cancer Society, Relay for Life Jamaican Women of Florida, Secretary/Treasurer Jamaican Diaspora Jamaican USA Chamber of Commerce, Past Secretary Immaculate Conception Alumnae Association, Past President Caribbean American Chamber of Commerce, Past President
a Level IV, approach, banking, book, branding, budgets, budget, business development, business development, Call Center, coaching, cost reduction, credit, Client, clients, customer satisfaction, customer
service, Customer Service, delivery, Product Development, Product
Development, fast, financial, focus, funds, hiring, Human Resources, team building, leadership, loss prevention, marketing plans, marketing, Market, office, win, next, operations management, performance management, personnel, policies, positioning, process re-engineering, processes, profit, public relations, quality, quality assurance, quality control, recruiting, retail sales, selling, Sales, Sales Management, Sigma, staffing, strategy, strategic, supervising, tax