Directly responsible for the operations of a $133 million dollar branch. Implement customer service practices. Maintain high levels of security and controls. Actively manage the day-to day operations of a Chase branch including hiring, scheduling and developing talent while encouraging teamwork between branch employees and partners to achieve common goals.• Grow the deposit and investment balances, $105 million to $133 million.• Increase customer service scores, moved from a bronze status to a gold status.• Interview and assess talent for tellers and bankers.• Manage controls and service initiatives, 100% Perfect Audit and Know Your Product scores.• Implement the reduction of teller transactions with digital alternatives, met transaction goals.• Increase home equity, mortgage and business loan production, 495% year over year growth.

Senior leader within business and consumer banking in developing and enhancing small business initiatives. Communication liaison across multiple organization levels. Analyze and provide specific data through effective messaging to senior leadership to identify trends and opportunities to create solutions resulting in higher customer service scores, increased balance growth, lower errors and higher digital adoption percentages through influence management.• Instrumental in developing a culture of regulatory controls, anti money laundering (AML), know your customer (KYC) and sound risk management initiatives for 500+ small business specialists and 290+ branch managers.• Reduce business new account opening errors. • Strategic partner with technical teams to provide end user feedback when new systems are implemented and updated. • Process implementation, reduced NAICS code and description errors through system enhancements and policy and procedure updates.• Coordinate the selection of 300+ bankers to become small business specialists, over delivered on headcount.• Facilitate training of product knowledge, profiling, selling, controls and business documentation workshops, conducted the most training classes in the country for my position. • Identify top talent to participate in future career development activities, 35+ bankers have been promoted to business relationship mangers, branch managers and cash management representatives.• Resource and content planning of small business specialist training and business banking basics courses.• Direct and implement digital adoption methods for small business customers, reduce millions of transactions through the usage of branch and online technology, saving the bank money.• Influence banker acquisition skills.• Expertise and knowledge in teaching relationship building, • Drive balance growth initiatives.

Managed and maintained a book of business customer providing excellent service. Developed a network of centers of influence for mutual referrals. Worked with branch management and bankers to mutually grow the P&L.• Originated loans, closed over 1 million dollars per year, 171% year over year growth• Acquired new business customers, 20% year over year growth• Actively managed a premier book of 114 clients• Helped bankers uncover business opportunities with personal customers

Provided excellent customer service and recommended deposit, lending and investment products. Branch leader working with management to drive results, service scores and balance growth.• Actively managed $5 million in investment portfolios • Originated and worked loan applications• Built relationships with individual and business customersCertifications and Licenses:• NASD Series 6 licensed for investments• Life and Health Insurance licensed with the State of Ohio• Small business relationship management certification