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Summary
Innovative financial services professional experienced in retail branching, deposits, lending, operations, sales, training and business development. Over 20 years of retail banking background including performance driven results in strategic planning, corporate leadership, rate pricing, project management, budgeting, operational efficiency and staffing. Vision driven leader with experience in enhancing customer experience, culture change management, product development, training curriculum and understanding generational preferences. Developer of high performing teams and succession plans through effective coaching, team building strength driven performance and goal development. Background leading teams in traditional branches, in-store, call center and interactive banking center settings. Desire an executive team position in a professional corporate environment.
Skills
Servant Leadership
Customer Experience
Organizational Restructure
Change Management
Strategic Management
Analytical Skills
Executive Highlights
Strategic Planning- Directed both long and short term initiatives and plans including culture development, market expansion, product development, compensation philosophy, leadership development, organizational structure, branch design and business development.
Transformational Change- Reinvigorated stagnant branch network by creating an enhanced customer experience through the integrated use of branch redesign, alternative delivery channels and employee engagement.
Business Development and Sales Leadership- Hired, mentored, trained and developed effective business development and sales teams in diverse delivery channels including retail, lending, small business and call center.
Operational Efficiency- Restructured branch operations, staffing and roles which led to improved process management, reduced staff and integrated technology. These changes produced a productive cross-functional team between customer facing and operations teams which enhanced the customer experience.
Directed the branch network, call center, consumer lending, market sales and interactive banking for the bank, including change management and culture development.
Strategically planned for future of the organization by developing short, mid and long term plans, operational efficiencies and technology needs to achieve corporate goals.
Ensured consistent, aligned delivery of all service, promoting promoter level customer experience, operational efficiency and compliance standards to encourage continuous improvement.
Managed and launched marketing and advertising to encourage increased lending among existing clients.
Achievements:.
Managed branch transformation project resulting in profitable retail growth, increased employee engagement and enhanced customer experience.
Designed interactive banking role within organization, including training, implementation and physical space requirements for contact center.
Created a role in a suburban market to drive sales and community involvement, leading to a significant commercial lending pipeline along with retail growth.
Led a consumer lending team to increase consumer loans by 7% year over year.
Evaluated the organizational compensation philosophy and introduced a new compensation structure creating decreased turnover and increased employee satisfaction.
Improved productivity while reducing staffing and operational costs.
Consistently exceeded budget goals for retail growth, fee income, products per household and customer profitability.
Guided retail network through COVID-19 pandemic to maintain employee, customer and community health while supporting retail relationships.
02/2006 to 04/2014
Regional ManagerDistribution Now – Casper, WY,
Managed branch functions for Wichita market including deposit gathering, lending and operations including providing leadership, guidance and supervision to branch managers, personal bankers and tellers.
Developed staffing models to encourage growth within organization while evaluating budgetary needs.
Designed short and intermediate goals to support the goals and objectives of the organization by analyzing data, preparing sales strategies and implementing procedures to drive growth.
Research, develop and deliver retail operational, product and sales training curriculum for staff through both in person and online mediums to propel customer experience and employee engagement.
Key Achievements:.
Surpassed sales goals throughout region, leading the organization in all areas including deposit growth, lending and alternative investments.
Fostered a collaborative culture, leading to mentorship of new talent and creating a pipeline of future leaders.
Identified and improved operational efficiencies in branch network to drive audit results.
Created branch training programs to drive sales and customer experience by effectively utilizing staff strengths.
10/2004 to 02/2006
Branch ManagerFidelity Bank – City, STATE,
Managed branch functions including staff deposit gathering, loan production and operational excellence while providing leadership and daily supervision to personal bankers and tellers.
Created advancement opportunities for team members through coaching and consistent training.
Provided exceptional customer experience in branches, making customers feel welcomed, engaged and significant.
Key Achievements:.
Selected to open new branch in growing market and ended year with highest loan production and investment referrals in the organization.
Replaced leadership in a struggling branch, bringing it to peak performance within 14 months.
Led company in branch shop scores, both individually and as a branch.
Served as training mentor for all new branch managers throughout bank.
Education and Training
Expected in
Bachelor of Science: Management Baker University - Wichita, KS GPA:
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