• Oversee and manage all branch operations with a targeted focus on consumer and small business lending, deposit acquisition, and non-interest income generation. • Served as a key stakeholder on a project management team underwriting and processing small business ppp loans utilizing Salesforce during COVID-19. • Organize and facilitate home buyer and small business seminars to provide education on credit, credit utilization, savings strategies, how to separate personal and business expenses, rewarding top talent, and types of lending options. • Initiate, develop, and manage long-term and profitable relationships with both consumers and small business clients. • Deliver exceptional client service in-person and via phone while consistently exceeding client expectations through positive survey feedback and service ratings. • Coach branch employees on sales behavior, application of knowledge, and best practices for increased revenue generation.

• Educated prospects on the lending process and generated loan applications. • Answered questions, analyzed credit, and interpreted income documentation to properly qualify a client for lending. • Created a pipeline of loan applications successfully from prospects by developing targeted relationships with key stakeholders such as real estate brokers, attorneys, and developers. • Educated interested homebuyers on the process, helped improve their credit, and provided assistance throughout the home purchasing and refinancing process. • Collected all documentation as needed by underwriting and managed the application process to closing. • Adhered to all MLO guidelines to satisfactorily maintain a Mortgage Originator license.

• Supervised daily operations of a full-service branch office including compliance, lending, product sales, customer service, and security and safety in accordance with bank regulations. • Developed branch from a Human Sigma level 1 to a Human Sigma level 5 in 12 months. • Increased customer service quality index results from a one-star to a four-star performance within six months earning an award for Most Improved CIQ. • Maintained profitability by utilizing sales expertise, account management, and best practices to reduce attrition, increase household growth as well as share of wallet. • Coached employees’ sales skills in revenue areas with mass affluent and high net worth clients and achieved customer household growth of 266% within first year. • Led branch to achievement of a 98% internal audit score which was the highest in the region.

• Supervised and maintained financial center operations as the primary keystone sales leader while proactively pursuing and creating needs for consumer and business clients. • Interviewed, hired, onboarded, and trained new employees such as tellers, personal bankers, and business bankers. • Provided one on one coaching for employees and delivered personalized feedback to improve strategies to reach desired branch service quality levels.• Increased branch deposit base by 20% and increased sales performance by 60% within a six-month span. • Assisted with the bank’s mergers and conversions as a hand selected member of the project management team. • Performed cash audits and other vital compliance trainings on staff and branch departments to ensure bank policies were upheld by all personnel.

• Achieved 100%+ of consumer/commercial checking, retail lending, investment, deposit growth, and asset generation goals. • Supervised operations, customer service, and sales objectives in accordance with banking guidelines. • Cross sold products to clients in-person and via telephone to strengthen financial relationship and portfolio.

• Achieved branch’s business production goals by expanding existing relationships and acquiring new business through B2B efforts and referrals from existing clients while utilizing effective calling techniques and leveraging bank products and services. • Grew book of business by 187% over nine-month span generating double digit household growth and provided service partners with strong investment generation, consistent loan opportunities, and high net worth clients. • Sourced and expanded business banking client relationships by maximizing branch-based sales opportunities and utilized book of business for opportunities to cross-sell to other business segments.