Developed Training program and materials for Chevy Chase TrustDeveloped expertise in using Camtasia to develop training materialsLead training seminars with up to 40 employeesCatered 1 on 1 training seminars for employees requiring additional assistanceEnhanced knowledge of JIRA ticketing systemIntroduced to project management strategiesResponsible for testing and validation for the transition to a internal aggregation program

● Dedicated book of business approximately $1.2 billion with about 70 client relationships. ● Facilitated complex transactions leading to no losses, and high customer retention● Responsible for creating multiple reports to track expenses for trusts, distribution calculations for IRA and Unitrust payments. ● Responsible for testing, training, and optimizing new an internal software, TrustNet, that aggregates multiple programs into one, leading to increased efficiency amongst client services officers.● Strong relationship management and conflict resolution skills with a record of positively collaborating, influencing, and coordinating with partners across all levels of internal and external organizations, especially with Operations, Investment Management and Financial Planning teams● Develop and execute onboarding and training processes/strategies for Senior Trust Officers to streamline customer onboarding and overall customer experience● Lead for third party custodial efforts; Generated new processes to work with third party custodians● Optimized coordination amongst multiple departments to maintain a client retention rate of over 97%● Established as Service Team Lead for Institutional Clients ● Maintained compliance standards to ensure all accounts are properly documented and passing audit standards ● Organized client onboarding to new product titled Globe Tax providing for increases in clients’ tax savings

● Created new account opening process to utilize new technology and improve customer onboarding satisfaction by at least 20%● Assisted 6 Senior Trust Officers with opening new accounts working on up to 65 new accounts simultaneously, leading to streamlined onboarding allowing for increase in customer satisfaction● Coached team members (up to 25) on new SEI products, like ECR, to improve report generation for clients allowing company to maintain retention above 95%

● Forecasted weekly cash flows to meet client demand and maintain company mandated cash levels by utilizing client historical data and historical cash needs● Coordinated sales methods with the teller and banker teams to increase sales by at least 15%● Trained team on cash handling safeguards and transaction processing while applying these principles to my own work, which led to a perfect internal audit● Advocated for fraud and counterfeit training leading to zero losses for the branch

● Assisted in executing company cash handling safeguards leading to zero branch losses● Customized client service interactions to maintain above 90% client satisfaction● Managed a team of 6 tellers, coordinating schedules to reduce wait time by 5%

● Succeeded in executing sales processes leading to at least 5 new relationships per month● Developed relationships with other service providers, like Chase Investments, increasing cross sales by at least 15% ● Maintained perfect streak of client service satisfaction surveys

● Articulated sales goals to tellers, achieving 35% increase in sales from the teller line● Examined customer service practices and coached personnel to increase customer satisfaction from 17% to 85%● Assumed temporary Branch Manager responsibilities and coordinated banker and teller processes to increase sales an additional 10%● Administered company procedures precisely leading to two perfect Wells Fargo branch audits

● Effectively assumed Manager on duty responsibilities, managing up to 8 tellers● Facilitated transactions smoothly and efficiently, resulting in zero transactional losses to the bank● Maintained customer satisfaction over 85% while being the second largest transactional branch in the Fairfax, VA district

● Received 10 consecutive perfect client service experiences surveys that were given at random● Achieved 7 consecutive perfect audits of my processes, cash and documentation handling● Routinely achieved at least 5 business sales per diem