Performance Manager (contract Position) resume example with 10+ years of experience
JessicaClaire
Montgomery Street, San Francisco, CA94105609 Johnson Ave., 49204, Tulsa, OK
Home: (555) 432-1000
Cell:
resumesample@example.com
Summary
Dynamic Business Management professional bringing 15+ years' expertise across diverse organizational operations, including customer service, staffing and training, safety compliance and continuous improvements. Talented relationship manager adept at building instant rapport, providing world-class service and securing long-term, loyal customer business and employees. Offering broad-spectrum management competencies and organizational efficiency strategies to drive growth and support creation of future opportunities.
Enthusiastic Loan Officer capable of providing excellent customer service throughout the loan origination process. Consistently exceeds sales expectations.
Accomplishments
Brought about a 95% increase in customer satisfaction ratings by implementing new customer service programs.
Implemented marketing strategies which resulted in 30% growth of consumer and business relations.
Increased branch revenue with deposit and investment balance growth of over 31% year to date.
2nd Highest Business Loan and Consumer DDA producer in Region YTD
Exceeded sales objectives in 2016.
Achieved top 10 percentile in monthly sales in May, 2016.
Proved strong support for any sales and service initiatives undertaken by the bank and regularly discuss customer service goals and concerns with staff.
Originated over $ 1 million in loan volume through professional networking, loan reviews and marketing.
Received an internal audit score of 95.
Implemented marketing strategies which resulted in 20 new sales associates.
Increased checkout accuracy from 40% to 80% by improving cashier training.
Experience
Performance Manager (Contract Position), 08/2020 to 11/2020 Small Business Administration (SBA) – City, STATE,
Accomplished department objectives by managing staff; planning and evaluating department activities.
Maintained staff by recruiting, selecting, orienting, and training employees.
Ensured a safe, secure, and legal work environment.
Developed personal growth opportunities.
Accomplished staff results by communicating job expectations; planning, monitoring, and appraising job results.
Coached, counsels, and disciplines employees.
Developed, coordinated, and enforced systems, policies, procedures, and productivity standards.
Established strategic goals by gathering pertinent business, financial, service, and operations information.
Defined objectives, identified and evaluated trends and options, chooses a course of action, and evaluates outcomes.
Accomplished financial objectives by forecasting requirements, preparing an annual budget, scheduling expenditures, analyzing variances, and initiating corrective actions.
Maintained quality service by enforcing quality and customer service standards, analyzing and resolving quality and customer service problems, and recommending system improvements.
Contributed to team effort by accomplishing related results as needed.
Vice President (Business Development Manager), 07/2017 to 08/2020 PNC Bank – City, STATE,
Developed business continuity programs, procedures and contingency plans based on risk approach and proposed solutions to monitor, evaluate and enable resolution of safety and continuity of operations compliance.
Provided guidance and leadership to plan owners and administrators to support operational and business functions.
Identified valuable solutions for customers with credit problems.
Reviewed credit histories from applicants and determined feasibility of granting requested loans.
Performed site evaluations, customer surveys and team audits.
Improved customer satisfaction by finding creative solutions to problems.
Improved profit margins by streamlining operations and workflow and negotiating competitive vendor contracts.
Identified and prioritized training and development needs and identified solutions for Staff.
Monitored multiple databases to keep track of all company's training needs
Planned and developed strategies to increase sales and territory.
Directed sales team on closing through combination of expertise, resources, data analysis and strategic techniques.
Planned and executed promotional events to increase customer engagement and sales revenues.
Promoted product and service benefits through facility tours and engaging presentations.
Drove revenue and profit margins through exceptional customer service, implementing protocols and investigating sales reports for speedy resolution.
Created presentation materials for sales, customer relations, and management purposes.
Strengthened operational efficiencies and traceability, developing organization systems for financial records and sales reports
Created and distributed monthly/quarterly training calendars including posting on sharepoint.
Evaluated budget plans and current costs to project trends and recommend updates.
Trained and mentored highly effective teams to meet corporate service standards.
Optimized staff productivity by managing inter-team conflict resolution, yearly performance reviews, hiring and terminating processes, training initiatives, scheduling, time and attendance and payroll.
Exuded professional expertise and resourcefulness to gain trust and confidence of clients, vendors, and other professionals. Revitalized business plans and realigned company objectives to increase overall profits
Counseled clients on financial matters and provide recommendations investment opportunities, products, and services based on client needs and asset availability.
Coordinated work across departments to keep teams on track with company goals
Strategic long-term business needs while generating guest relations feedback for process improvements
Develop, implement, and manage all bank administrative and sales orientated plans and goals
Promotes business development and customer service standards
Drives sales and loan quotas
Integrated marketing and sales strategies with business development and operational leadership plans
Created business process flows to identify opportunities for improvement
Hired and managed 10 employees to maximize productivity while training staff on best practices and protocol
Cultivated and maintained positive working relationships with employees, executives and other stakeholders
Developed and monitored internal control systems
Revitalized business plans and realigned company objectives to increase overall profits
Facilitated new business opportunities and promoted current marketing projects through varied outlets, including print, broadcast and B2B efforts
Cultivated and maintained strong industry relationships and customer partnerships to capitalize on opportunities and maximize business success
Determined performance goals and offered tactics for achieving milestones
Cultivated and maintained positive working relationships with employees, executives and other stakeholders.
Assistant Vice President ( Business), 06/2015 to 07/2017 Suntrust Bank – City, STATE,
Provided excellent service and attention to customers when face-to-face or through phone conversations
Performed site evaluations, customer surveys and team audits
Worked closely with team members to deliver project requirements, develop solutions and meet deadlines.
Interviewed clients to assess income, expenses, insurance coverage, tax status, financial and investment goals, and risk tolerance to formulate and actualize strategic financial plans
Counseled clients on financial matters and provided recommendations on investment opportunities, products and services based on client needs and asset availability. Established and maintained effective communication system
Identified and drove creative solutions for problems.Ensured exceptional client service and quality product offerings
Planned, coordinated and controlled daily operations of the organization
Ensured work was accomplished in a safe manner in accordance with established operating procedures and practices
Educated customers on variety of loan products and available credit options
Provided expert financial advice on mortgage and both educational and personal loans
Implemented and evolved high-impact strategies to target new business opportunities and new markets
Led sales calls with team members to establish sales and customer retention goals
Maintained compliance with company and legal requirements
Cultivated productive leadership team to drive improvements
Maximized customer retention by creating positive work environment
Provided expert financial advice on mortgage, educational and personal loans
Educated customers on variety of loan products and available credit options
Actively recruited and oversaw training for all new branch employees
Built client rapport through frequent individualized recommendations for financial products and services
Trained and mentored highly effective teams to meet corporate service standards
Sales & Service Advisor, 05/2010 to 06/2015 BBVA Compass – City, STATE,
Focused on client needs and customer service at all times
Detail-oriented and methodical
Follow ups and follow through
Knowledge of financial industry
Exceptional organizational skills with proven ability to multi-task and manage multiple projects
Team player with good interpersonal skills and ability to work collaboratively across departments
Excellent oral and written communication and presentation skills
Demonstrated problem-solving abilities
Ability to excel in fast-paced, changing environment
Self-starter who is assertive, proactive, independent, flexible and accommodating
Expertise with Microsoft Office applications
Comfortable learning and navigating new technology and software applications
Monitored and tracked securities transactions, fund transfers, margin accounts and option trading.
Researched Banking guidelines and statutory requirements to stay updated on new laws and applications
Achieved proper compliance and accurate executive level reporting.
Education
Certification: , Expected in 2019 PNC Bank - Gainesville, FL, GPA:
Certified WOMEN IN BUSINESS ADVOCATE
Certified FINANCIAL RISK ANALYST
Six Sigma Green Belt
MBA: Human Resource, Expected in National University of Modern Languages - , GPA:
Advanced coursework in Business Administration
Coursework includes Economics
Coursework includes Entrepreneurial Management
Coursework includes Organizational Behavior
Coursework in Marketing and Advertising
Bachelor of Science: Economics, Expected in IMCG - , GPA:
Advanced coursework in Mathematics, Statistics, Economics
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