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Work experience

Aug 2009Jan 2011

Assistant Branch Manager

Bank of Texas
  • Identifies, develops and recommends revision of internal standards, policies, operating procedures and new programs to improve efficiency; provides staff with clear and concise written guidelines; monitors branch staff activities for compliance with policies and procedures.
  • Determines training needs within assigned market and coordinates the scheduling of staff; assists in training and development efforts of In-Store Branch Managers in area as required or assigned by the Regional Manager.
  • Discusses and identifies customers needs; sells a full range of retail products/services
  • Identifies, analyzes and resolves complex customer problems, account balance discrepancies and account inquiries.
  • Maintains prescribed security controls to protect the facility against criminal and brought branch to standards within one quarter
  • Represents the bank in the community and volunteers with United Financial Service Coalition
  • Exercises the usual authority of an assistant manager concerning staffing, scheduling, performance appraisals, promotions, and employee salary recommendations to achieve maximum operating efficiency.
May 1999Aug 2009

Call Center Manager

JPMorgan Chase

Call Center Manager (2006- 2009)

Promoted after six months due to work performance, exceeding goals and coaching ability

Reduced average answer speed by 50% through team empowerment, motivation, and cross-training.

Analyzed work flows and made recommendations to improve efficiency.

Reduced average turnaround time by 67% by implementing scheduled time off the phones and improving time management.

Developed and implemented sales programs resulting in exceeding validated goals by 6% during third quarter

Consistently received a 95% or higher customer satisfaction score on customer survey, resulting in top team performance

Liaison and link between various departments, which provided research and operational assistance. Resulted in enhanced customer service.

Decreased average handle time by 10% in three months through improved workflow and coaching strategies

Increased sales an average of 25% during 2nd quarter and ranked number two in nation

Served on several task force teams to execute new banking product lines to Consumer customers

Receive numerous customer service, management, upper-management and peer awards

Telephone Sales Banker 2005–2006

Demonstrated sales capability, including prospecting, negotiating, and closing skills

Researched and resolved customer inquiries resulting in increased customer satisfaction

Ranked within the top 10% for 5 consecutive months during the 1st and 2nd quarter of 2007

Management provide strong recommendations to serve as a training coach to new hires after 7 months of work and evaluation

Receive numerous customer service, management, upper-management and peer awards and ranked top sales banker 3 consecutive months

International Global Trade Instruction Operator  2002-2005

Promoted numerous times due to technical ability and project management skills

Assist in keeping unauthentic trade orders less than 5% yearly

Achieve a non-duplication rate of less than 8% yearly

Instrumental in detecting fraud accounts on weekly maintenance audit reports

Compare securities returned by a broker with trade input on the Trust Accounting System

Research unmatched buy/free receipts to securities received via the Security Movement System and identifying any differences

Create, as liaison, a communication between various departments, which provided research and operational assistance.

Receive numerous customer service, management, upper-management and peer awards

Teller Supervisor 2001-2002

Supervise, and coach team of 7 tellers on proper execution of cross selling products

Promote sales culture within branch to encourage cross-selling of bank products and services with an increased sales quota of 20%

Monitored daily staff levels, production output, and front line quality review of input

Performed audits monthly and quarterly, and ensured staff adhered to company policies, procedures, and guidelines.

Improved services through stringent training and execution of new procedures while ensuring written performance objectives, and development plans were fulfilled

Developed and implemented teller work/school schedule. Reduced retention and absenteeism rate by 60%

Lead Teller    1999-2001

Identify customer needs by profiling customer account, and exceeded sales goal consistently by building lasting relationships with consumer and business customers.

Ambassador of the bank provided excellent customer service by adhering to regulatory compliance, and internal policies and procedures

Increased business customer referral in motor bank, resulted increased commercial loans for branch

Branch employee of the year 2001

Oct 1996Aug 1998

AmeriCorp Member

Greater Dallas Community of Churches

Managed the daily operations of summer food enrichment site, and trained 7 AmeriCorp Members and 12 volunteers.

Taught conflict resolution, mediation and communication skills to 85 youth

Tutored low-achieving ESL students in third through sixth grade in local public school. Resulted in 7 bilingual students advancing to 4th-7th grade with honors

Provided youth development opportunities for minority children ages 6-8 that increased academic success and prevented self-limiting behaviors.

Planned fund raising events, secured resources, provided guidance, served as mentor-teacher, and revitalized public school playground

Attended training in Tennessee at the Alex Haley Farm to promote cultural awareness, and education

Hands-on service focusing on the areas of natural and other disasters, infrastructure improvement, environmental stewardship and conservation, energy conservation, and urban and rural development

Rigorous experience serving effectively with a team of individuals from, and in, communities of diverse cultural, ethnic, economic, geographic, and educational backgrounds

Communicated effectively with peers, supervisors, staff and other individuals, perform physical labor in stressful environments and adverse weather conditions, serve long hours beyond an eight-hour workday, flexible to sudden and unexpected changes and participated in activities that improved own personal skills


Jan 2002Mar 2006


Northwood University

BA- Business Administration Management / MIS


Heather Amick

Mattie Bailey

Suzanne Schawbe

Shelia Draper

Rainah Mangwiro


Highly regarded, solution-based officer with an extensive financial services background and the expertise to elevate efficiencies and performance of high-volume, national retail and sales / service-based, operations. Known for delivering heightened customer experience translating to significant sales increases to exceed financial goals. Verifiable success in executing multi-layered programs to produce immediate results.