• Oversee all branch operations with $10M and $12M of annual revenues, respectively, in loan production and deposits.• Lead 13 employees to demonstrate customer service excellence and compliance.• Ensure all transactions comply with banking regulations such as OFAC, privacy choice, fair lending, regulation d, HMDA, Regulation B, regulation Z, and CRA.• Evaluate KPIs and make strategic adjustments to support company’s goals. • Boost sales by developing and deepening customer loyalty through incentive programs.• Build and strengthen relationships with clients to ensure revenue growth and client retention.• Set risk management review practices to mitigate bank losses.• Encourage employee development and internal promotions by identifying strengths, coaching on areas of improvement, and reviewing professional goals; contributed to several tellers, bankers, and assistant managers’ career advancement. • Monitor monthly branch budget of $47K, managing expenditures to stay within budget.• Support revenue growth by identifying cross-sell opportunities, deepening existing relationships, and increasing client acquisition. • Develop review practices to comply with bank’s policies and all applicable regulations. • Streamlined audit process to effectively identify deficiencies, facilitating audit passing scores for all 11 branches where implemented.

• Oversaw operations for 4 branches with annual revenues of $9M, $12M, $16M, and $18M to enhance production rates and ensure compliance with all banking regulations.• Analyzed branch metrics, such as new household acquisition, consumer loans, small business, key investments, credit cards, and customer engagement to make strategic adjustments.• Recruited and led a team to resolve concerns to ensure superior customer service.• Hired, trained, and coached team of 16-23 to provide superior customer service, creating a customer-centric service culture. • Successfully met and exceeded all metric goals with 117% in new household acquisition, 169.7% in small business, 123.65% in loans, and an average of 95% in customer service.• Served as a subject-matter-expert on banking operations and customer service, providing training and setting-up goals to drive team performance.• Built and maintained client relationships, identifying customer needs and providing them with information to meet their financial needs.• Visited local business, helped students with financial literacy, and participated in volunteer activities to develop relationships and increase company’s presence within community. • Fostered strategic relationships with merchant services, home mortgage, and small business partners to facilitate transactions.• Consulted with regulatory agencies to complete accurate filings and uphold strict compliance.• Recommended loan approvals and denials based on customer loan application reviews.• Conducted loan origination and loan closings while reviewing loan agreements.

• Developed prospects for new loans through cold calling, networking, and referrals, averaging a conversion rate of 80%.• Originated, reviewed, processed, closed, and administered customer loan proposals.• Recommended loan approvals and denials based on customer loan application reviews.• Managed loan process from start to finish, working with processors, underwriters, title companies, and closing agents to increase efficiency and improve customer retention.• Successfully closed 12-18 loans per month, equivalent to $3-5M of revenues. • Developed and maintained relationships with local real estate agents.• Compiled financial data, such as credit histories, income, assets, and collateral. • Closely monitored performance of current portfolio of specialty loans and made changes to achieve performance targets.

• Oversaw branch operations with annual revenues of $60M and ensured compliance with all banking regulations.• Reviewed loan applications, rate lock disclosures, and supporting documentation to ensure completion and accuracy. • Developed and reviewed branch business plan.• Drove lead generation and follow-up strategies as well as COI development.• Recruited and led a team to resolve concerns to ensure superior customer service.• Hired, trained, and coached team of 6 to provide excellent customer service, exceeding customer satisfaction goals of 85%.• Provided individual and group training to drive team performance.• Established monthly marketing budget of $15K and review costs to forecast trends.• Identified customer needs and provided them with tailored recommendations, building a strong referral base.• Developed business relationships through ongoing community and B2B outreach efforts to promote company products and services.• Fostered strategic relationships with merchant services, home mortgage, and small business partners to facilitate transactions.• Consulted with representatives of regulatory agencies to complete accurate filings and uphold strict compliance.• Recommended loan approvals and denials based on customer loan application reviews.• Reviewed and edited loan agreements to promote efficiency and accuracy.

• Managed a 10-member team to drive branch operations with annual revenues of $6M.• Monitored metrics, including member growth rate, teller accuracy, branch losses, member engagement surveys, balance growth, and loan growth to evaluate performance. • Recruited and led a team to resolve concerns to ensure superior customer service.• Met and exceeded goals with 90% in customer satisfaction, 15% in YOY member growth, and 56% in lending growth.• Provided individual and group training, setting-up goals and focusing on strengths to drive team performance and develop a positive workplace environment.• Established an annual budget of $430K and monitored costs.• Built and maintained client relationships, identifying customer needs and providing them with information to meet their financial needs.• Developed business relationships through ongoing community and B2B outreach efforts to promote company products and services.• Hosted chamber events dedicated to financial literacy, participated in volunteer opportunities, and sponsored other activities to increase company’s presence within community. • Fostered strategic relationships with merchant services, home mortgage, and small business partners to facilitate transactions.• Consulted with representatives of regulatory agencies to complete accurate filings and uphold strict compliance.• Recommended loan approvals and denials based on customer loan application reviews.

• Managed 18-20 accounts worth $2-3M in monthly revenues.• Educating clients on bank products and services based on needs.• Conducted business reviews with qualifying leads and current clients.• Achieved optimal account performance with 90%+ on client satisfaction and retention.• Reviewed key performance indicators such as customer engagement, application volume, and close rate to adjust sales strategies as necessary. • Maintained detailed records of sales progress and communications to align strategies with client goals.• Regularly interacted with clients to stay up to date with client’s evolving needs and challenges, serving as a trusted advisor. • Analyzed sales trends and adjusted strategies to elevate brand awareness and drive sales growth.

• Managed 3 branches with respective annual revenues of $12M, $28M, and $45M.• Recruited, trained, and led a 24-member team to proactively resolve concerns to build trust and ensure superior customer service.• Consistently exceeded customer satisfaction goals (85%) with an average rate of 88% - 92%.• Increased lending by 18% and business production by 28%; recognized in the top 10% out of 42 branches for 2 consecutive years.• Built strong client relationships, identifying customer needs and providing them with information to meet their financial needs.• Fostered strategic relationships with merchant services, home mortgage, and small business partners to facilitate transactions.• Consulted with representatives of regulatory agencies to complete accurate filings and uphold strict compliance.• Recommended loan approvals and denials based on customer loan application reviews.

• Managed store operations and team of 502 associates, generating $114M in annual revenues.• Reviewed seasonality charts to effectively develop staffing plans during peak seasonal times, match talent with specific departments. • Analyzed shopping trends and adjusted displays to drive profit margins.• Led weekly store meetings for all employees to increase sales and customer service performance. • Collaborated with managers to develop merchandising strategies and ensure staff effectiveness. • Interacted with customers, answering inquiries with friendly and knowledgeable service to create a positive shopping experience.

• Managed daily operations and supervised 8 employees within a utility engineering shop providing utilities’ maintenance and repairs.• Reviewed and reconciled work orders to ensure accuracy and quality.