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Performance Manager (Contract Position) Resume Example

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PERFORMANCE MANAGER (CONTRACT POSITION)
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
Small Business Administration (SBA)Tampa, FLPerformance Manager (Contract Position)08/2020 to 11/2020
  • Accomplished department objectives by managing staff; planning and evaluating departmentactivities.
  • 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.
PNC BankGainesville, FLVice President (Business Development Manager)07/2017 to 08/2020
  • 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 10employees 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.
Suntrust BankJonesville, FloridaAssistant Vice President ( Business)06/2015 to 07/2017
  • 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
BBVA CompassGainesville, FloridaSales & Service Advisor05/2010 to 06/2015
  • 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
Certification2019PNC Bank, Gainesville, FL, United States
  • Certified WOMEN IN BUSINESS ADVOCATE
  • Certified FINANCIAL RISK ANALYST
  • Six Sigma Green Belt
MBA:Human ResourceNational University of Modern Languages
  • Advanced coursework in Business Administration
  • Coursework includes Economics
  • Coursework includes Entrepreneurial Management
  • Coursework includes Organizational Behavior
  • Coursework in Marketing and Advertising
Bachelor of Science:EconomicsIMCG
  • Advanced coursework in Mathematics, Statistics, Economics
Highlights
  • Business plan development
  • Business relationship development
  • Customer service optimization
  • Small business operations
  • Business requirements understanding
  • Service desk team management
  • Customer focused-service
  • Customer service experience
  • High-quality customer service
  • Investment banking services
  • Client Relationship Development
  • Staff training and development
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Resume Overview

Companies Worked For:

  • Small Business Administration (SBA)
  • PNC Bank
  • Suntrust Bank
  • BBVA Compass

School Attended

  • PNC Bank
  • National University of Modern Languages
  • IMCG

Job Titles Held:

  • Performance Manager (Contract Position)
  • Vice President (Business Development Manager)
  • Assistant Vice President ( Business)
  • Sales & Service Advisor

Degrees

  • Certification 2019
    MBA : Human Resource
    Bachelor of Science : Economics

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