Earlene Smitherman Email & Phone Number

36175 Kilarney Road, Willoughby, Oh

* Direct a team of 3 CSRs; overseeing workflow, performance evaluation, employee management* Perform onsite visits to acquire information necessary to understand corporate business models and develop customize product packages* Oversee acquisitions, transfers and transitioning accounts from other lenders, banks and financial institutions* Manage over 20 large accounts, proactively analyzing needs and resolving corporate issues * Increase sales via cold calling, customer follow through, referrals and upselling* In-charge of new Business Development using various resources to grow new clients

 Attend offsite and onsite meetings with high profile customers and business partners to analyze and assess their needs Analyze monthly financial reports and develop strategies to meet and exceed goals Engage all employees and customers Resolve complex financial issues for high priority customers Provide financial strategies to improve businesses and meet consumer needs, such as ACH processing, loans, online banking, remote deposits (virtual), direct deposit and sweep account features Meet with business executives; CEO’s, CFO’s and Office Managers to discuss their financial needs Analyze financial statements and balance sheets to determine the consumer needs and create a plan or package that best fits Build and develop strong relationships with customers which results in referral business and upselling of products and services Successful in the achievement of quarterly sales goals

 Manage the daily operations of local branch functions while ensuring all policies, procedures, guidelines and goals are met Manage the employee’s performance and professionalism and interactions with customers Oversaw the daily operations of the banks transactions and service levels Assisted in the management and performance of up to 15 customer service/tellers Collaborated with other bank managers to plan and develop the daily goals for the team Trained employees on the proper security and safety procedures Provided procedural support with handling large amounts of cash, opening and closing of the branch Met with customers to analyze their needs and present products and services to best fit Assisted with the retention of quality customers

 Supervised and managed the CSR/teller team members Provided the training and onboarding of new employees Provided on-going training regarding bank regulations and procedures Managed the performance evaluations, schedules and disciplinary actions of the team Ensure branch managers and staff are informed and prepared for the day to day activities Ensured everyone is operating in compliance with state and federal banking and security laws Created new way to develop new customers Participated in the development of the program “Call-a-thons” utilizing the spirit of competition, fun and engagement to motivate the employees, call potential customers, increase business and create product awareness

 Provided friendly and personal customer service resulting in return business and referrals Responsible for counting, tracking, depositing and dispensing large amounts of cash Reported to management the daily transactions Assisted with lockbox payments, data entry, administrative duties and processing direct deposits Assisted with the training of new employees

Administrative Assistant/Consumer Finance, Legal Section 2002 – April 2005 Provided administrative support to the attorneys Managed the Consumer Finance legal docket Analyzed reports regarding loan officers, mortgage brokers and license brokers Scheduled meeting and appointments, tracked shipments and managed office functionsExecutive Secretary 1990 – 2002 Provided administrative support for the staff Managed the training schedule  Planned itinerary, made travel arrangements and reservations

Bachelor, Business

Associates, Business Management