Francine Smith Email & Phone Number

Hardeeville, Sc, Us

Connecticut, United States

Directed day-to-day branch operations, delivered exceptional customer service, and ensured entity productivity. Mentored a staff of 10 associates and worked within an operating budget of $2 million for a financial institution reporting annual revenue. Measured customer experience via Medallia, assessed financial needs, and delivered timely solutions. Served as an SME, authoring policies and procedures, executing strategies, and driving cost-saving and profit-producing initiatives. Remained abreast of best banking practices, emerging compliance issues, and changes to banking regulations. ✧ Augmented team productivity 90% by launching ROAR, and a new process improvement and customer experience reporting model for production, customer appointments, and team coaching. Served as team lead/SME and collaborated with the Hartford Region to obtain buy-in and participation. ✧ Exceeded sales revenue targets by delivering results, surpassing stretch goals set for the Berlin and Glastonbury branches and achieving the “Top Quartile” out of 279 stores regionally on the East Coast.✧ Captured “Top Percentile” customer satisfaction ranking of 9 & 10 by delivering excellent customer experience across all the branches, establishing solid banking solutions, and training employees on standardized answers to frequently

Connecticut, United States

Spearheaded daily retail banking operations and conducted full-scope capacity planning and resource administration for fraud operations. Mentored a branch team across 20 Stores for both the Hartford and Fairfield Regions. Supported award-winning customer and employee experiences. Controlled operational losses, monitored workflows, identified and mitigated potential risks, and devised appropriate solutions, ensuring compliance with all banking regulations. Established and forged effective relationships with key stakeholders, recruited first-class talent, set stretch goals, tracked employee performance, and formulated compensation decisions. ✧ Averted $100 million in potential fraud losses by addressing coverage gaps, identifying trends, conducting fraud forecasting exercises, monitoring service level agreements, and sharing detailed analysis with senior leadership.✧Increased regional operational accuracy 90% by overseeing operations, optimizing resources, and delivering real-time management.

New Britain, Connecticut

Created a collaborative working environment, identified and resolved day-to-day retail bank issues, and monitored trends affecting 79 branches. This included sales, operations, and customer complaint outliers. Liaised with cross-functional departments and cultivated mutually beneficial stakeholder relationships. Revised policies to address fraudulent activities and responded timely to customer inquiries.✧ Harvested hundreds of thousands of dollars by executing process improvement initiatives, evaluating each store, identifying SOP gaps, ensuring proper cash handling, integrating dual controls, fraud evaluations, and governing risk management.✧ Boosted productivity by identifying and addressing trends, devising decision-impacting organizational reports and presentations, and performing leadership training.✧ Expertly executed a merger of TD Bank North and Commerce Bank by supervising the call center for customer issues, working in the war room, overseeing different variations of IT issues, and acting as a sounding board to branch personnel on culture integrations.✧ Established a new commerce customer value proposition and playbook by integrating a customer-centric culture and offering site visits, coupled with meetings and presentations with new branding.

Waterbury, Ct

Skillfully built and transformed eight branches by analyzing operations and converting underperforming branches into high performing locations by integrating standard operating procedures, best practices, employee training, and customer-centric approaches. Transitioned each branch one by one, into top notch, high quality, customer focused settings and exceeded expectations in each location.