Increased average loan review scores from 56% to over 80%Led the turnaround of customer advocacy scores from an all-time low of 39 to above the targeted 54Approved discretionary pricing for loans and investments ensuring branch and corporate profitability Successfully led the transition of service staff into sales rolesDelivered a refined service staff discovery process Developed account monitoring system minimizing time accounts being in unauthorized overdraft positionsDeveloped and implemented branch retention strategy to reduce client turnoverProactively actioned negative client feedback to determine root cause and coaching opportunitiesAchieved outstanding recognition for internal audit compliancePerformed daily audit of new client profiles, internal accounts and deposits to minimize fraud and corporate losses Developed streamlined audit reporting for my branch which was adopted across entire branch network

Led training of over 3000 associates in the use of SAP softwareSupported multiple branches in the transition to SAP softwareIncreased sales leads from service staff from less than 1 per day to an average of 4 per day per associateIncreased transactional efficiency from 8 min per transaction to 5 min average Decreased error rate to less than 1 error per 100 transactions

In a team setting developed formal classroom training program of SAP softwares including BaS, ERP and CRM Led training of over 3000 associates in the use of SAP softwareSupported multiple branches in the transition to SAP software