Managed 10-15 direct and indirect reports, coached/instructed team members on risk management, operational processes, and professional development resulting in promotion of 4 direct reportsRegulated branch risk by leveraging audits, facilitating compliance training, and supervising records and cash management accomplishing a 100% risk review pass rate over 12 monthsResearched and resolved client complaints, including follow up on branch performance surveys and collaborated with branch partners to establish/implement efficiency strategies leading to a 35% decrease in average wait timeFostered a customer-centered environment by revising branch processes for client interactions, cash handling, and risk evaluations, resulting in a 33% increase of customer service scoreDirected daily operations of a top performing branch by utilizing standard operating procedures and policy guides to attain a 25% increase on the branch centralized review, achieved promotion to Senior Service Manager