Ling Xu, Mba Email and Phone Number

Selected as market level associate engagement team lead to drive and engage associate satisfaction, appreciation, growth and development. Responsible for market Associate of the Month program, recognition efforts, skip level associate engagement meetings and voice of the associate acknowledgement. Serving as community service lead for the market team. Responsible for event sourcing, logistics planning, and recruitment for community service events and volunteer opportunities in Queens and Brooklyn. Appointed by senior management to lead a high volume, high risk, and heavily weighed banking center within the market. Drive banking center results against sales unit goals, relationship deepening and deposit balance growth metrics. Participated in coaching numerous customer relationship building training classes for teller supervisors, personal bankers, small business specialists, and assistant managers. Achieved consistent operational excellence, receiving an internal audit score of 8 out of 10 (above 90 percentile) on multiple audits both at current and previous banking centers.

Park Slope 7th AveBanking Center Manager IIGenerate sales leads through community outreach activities and developing internal/external business partners.Performed market canvassing, competition analysis, and built a business plan for banking center.Drive team of 10 direct reports to perform against quarterly sales targets while simultaneously achieving balanced sales, operations, and customer satisfaction performance. Demonstrate superior customer support skills as well as a sense of urgency and passion for exceeding client expectations. Sustained the banking center as top performer in customer satisfaction numbers in entire market. Maintaining score of above 80% of customers surveyed ranked center at top 2 box (9 or 10 out of possible 10) in overall satisfaction. Create individual development plans for each team member quarterly to ensure continuous growth, development, and promotion of internal talent. Create staff stability by cultivating loyalty and demonstrating effective consistent coaching.

Ranked number 1 in the market for total sales value versus goal in 2010.Ranked number 1 in the market for customer relationship deepening value achieved versus goal in 2010. Sustained the banking center as top performer in customer satisfaction score in entire market. Maintaining score of above 75% of customers surveyed ranked center at top 2 box (9 or 10 out of possible 10) in overall satisfaction and professional treatment. Generated 27 million in deposits since opening in July 2008. Performed market canvassing, competition analysis, and built a business plan for banking center opening.

Supervised and coached a team of 10 direct reports on the appropriate behaviors, sales techniques, service expectations, and compliance guidelines, while modeling the same. Directly worked with customers to build relationships and uncover and satisfy their needs through the sale of financial products and services.Managed difficult situations with customers and provided customers with information required to enhance banking experience. Conducted and approved quarterly and annual performance evaluations of associates, while developing and monitoring individual development plans for all direct reports.Implemented new processes/routines in the banking center to ensure operational soundness. Led team to increase internal Audit Score from 5 (barely passing) to 8 (Excellent) by routinely reviewing policies and procedures

Managed and coached a team of 10 direct reports to exceeding sales metric goals and reaching customer satisfaction target. Increased banking center's daily sales per full time employee from 1.8/day to 3.25/day within 10 months.Led team to increase internal audit score from 5 (barely passing) to 8 (excellent) within 6 months by routinely reviewing policies and procedures and holding staff accountable for disciplined execution. Coached and managed a sales and operationally challenged teller team to all exceeding expectation ratings on performance assessment metric within 4 quarters. Successfully promoted 3 associates to new roles within 10 months.

Ensured completion of regulatory compliance and training specific to sales and service responsibilities for all associates. Established the staffing schedule for the branch and participated in teller recruiting and performance management activities.Ensured operational integrity of the teller team: preventing losses, fraud, and cash differences.Maintained the banking center vault, consignment items, new account kits, debit card supply, etc. Coached and performed role play with teller teams to drive sales through teller referrals and cross-selling.

Lead a market-wide top performing teller team in balancing accuracy, sales referral performance, and loss management.Established the staffing schedule for all associates, participated in recruiting process and performance management activities.Ensured operational integrity of the teller team: preventing losses, fraud, and cash differences.Coached and performed role play with associates to drive sales through uncovering additional customer needs and cross-selling.Market Award of Excellence Winner: 2006, 2007, 2008

Managed branch's operational excellence for both seller and teller team. Ensured high quality of customer service is delivered within banking center. Provided sales support for all bank promotions and sales of retail bank products and services.Managed teller training, schedules, and supervised daily transactions for accuracy.