Knowledge Analyst

• Apr 2023 - Present

Procedure development and KCS specialist Procedure development and KCS specialist

Training and Development

• Feb 2023 - Apr 2023

Training and Quality Assurance

• Jan 2022 - Feb 2023

Responsible for the development, deployment, and management of training material for customer support. This includes presentations, documentation, and reporting. In November 2022, I received the “Company and Customer Focus Award” where I was recognized for implementing training that directly improves the customer support experience. Responsible for the development, deployment, and management of training material for customer support. This includes presentations, documentation, and reporting. In November 2022, I received the “Company and Customer Focus Award” where I was recognized for implementing training that directly improves the customer support experience.

Retail Operations Development Lead

• Aug 2020 - Mar 2022

Creating and implementing training for retail branch employees, with a focus on operations

Quality Assurance Specialist

• Aug 2017 - Aug 2020

Providing accurate and appropriate information in response to retail employee’s questions while in the phone and email queue. Responsible for the auditing and coaching of all new business accounts, including documentation, for all 11 branches. Preforming annual branch audit reviews, including mentoring sessions with management staff. Creating and updating procedures, forms, and policies. Completing daily, weekly, monthly, and quarterly reports showing both sales and operational results. Providing assistance to the branches when retail coverage is needed. Responsible for the training of a new Assistant Branch Manager as well as providing continuing support and coaching. Show less

Interim Assistant Manager

• Feb 2017 - Aug 2017

Absorbed all Assistant Manager tasks while still preforming all Personal Account Representative duties. Completed monthly audit certifications accurately. Managed and delegated high-profile call lists. Responsible for the training of the new Personal Account Representative as well as coached the other two bankers. Assisted the Branch Manager in opening consumer and business accounts.

Personal Account Representative

• Oct 2015 - Feb 2017

Rapidly advanced from a PAR I to a PAR III within my first 90 days. Focused on client relationships by maintaining a high level of customer service and accuracy. Received the Personal Account Representative of the Quarter award twice in my first year for having the highest referrals and transactions. Assisted the Retail Support Department in creating procedures that are more user friendly. Travelled, with very little notice, to the Peninsula for two weeks of training during the bank conversion.

Assistant Manager

• Oct 2012 - Oct 2015

-Assistant Manager – March 2014 to October 2015 Passionate about back of house procedures and policies. Assumed responsibility of schedule writing and inventory. Helped to create and maintain a calm and successful work environment for all associates and customers while sales continue to increase 24% year-over-year. Responsible for 45 associates and a cafe with sales reaching $60,000 per week and averaging 600 transactions per day. -Catering Manager – October 2012 to March 2014 Increased the sales 30.2% from the previous year. Showed great commitment by going above and beyond to insure client satisfaction. Created strong bonds with clients and gained new customers through word of mouth by focusing on being accurate, kind, and thorough. During slow sales, followed up on past clients as well as went “door-to-door” in business parks all over the city meeting new people and introducing myself and my company. Show less

Manager

• Jul 2010 - Oct 2012

Provided superior guest service while managing a team of 10 employees. Directly responsible for onboarding and training as well as payroll, scheduling, and other administration duties. Provided superior guest service while managing a team of 10 employees. Directly responsible for onboarding and training as well as payroll, scheduling, and other administration duties.