• Dutifully managed all aspects of branch performance by coaching staff members, maintaining branch operational excellence, outreach and integration with businesses and non-profit organizations within the community. Coached and motivated team members by developing SMART goals fostering individual career growth.• Effectively led and coached the Marlborough branch staff through the intricate transition fromPeople’s United Bank to M & T Bank. Demonstrated adept change leadership, resulting in the retention of customers and the mitigation of employee attrition. Adapted seamlessly to new systems and operations on-the-fly, ensuring a smooth and efficient transition process.• Maintained operational excellence by keeping branch risk scores low while achieving an average of 95% on customer service-related satisfaction surveys.• Strengthened community banking bonds within the Cambridge (MA) and Marlborough (MA) area by building rapport with local organizations, professionals and business owners.• Consistently achieved branch goals established by upper management on every category: Deposit growth, Business acquisition, Revenue; Residential, Consumer and Business Lending, Customer Survey Satisfaction.• Self-generated business opportunities by building a portfolio of professional service providers and networking groups.• Ensured retention of top customers within the branch footprint by building rapport, analyzing business needs and providing solutions.• Submitted and referred more than 20 million dollars in mortgages, consumer loans and business loans.• Achieved the #2 rank in 2019 of percentage-to-goal in between all branches in MA and consistently achieved branch goals on mostly all metrics.• Managed more than 8 million dollars on PPP loan applications while leading the branch remotely and alternating schedules.• Maintained a friendly, positive and socially safe environment for employees and customers alike.