Nicole N. Email & Phone Number

Fort Lauderdale, Florida

Branch Operations and Customer Service liaison in support of risk, operations, and compliance for 15 branches consisting of approximately 120 employees. • Met and exceeded company standards in operations by monitoring and coaching branch risk and controls in 15 branches via the branch visit process. Recognized as top performing Retail Operations Manager in the company for 9 consecutive quarters. • Conducted the Branch Risk and Control Assessment annually in each branch resulting in a 92% pass rate. Prepared and presented final results to Branch Management staff, Consumer Banking Manager and Sr. Retail Operations Manager. Collaborated with the Branch Manager to create action plan for corrective action.• Conducted a full Surprise Cash Count per branch annually for 15 branches which minimized monetary losses. • Helped create and implement review process for newly opened business which resulted in a decrease in the markets churn rate. • Coached branches on exceptions from data analytics reports and on findings from Corporate Audit onsite visits.• Met weekly with Consumer Banking Manager partner to discuss branch performance issues, staffing, etc. and to create a culture of accountability within the branch for risk.• Held monthly meetings with branch managers to discuss and reinforce new or existing processes and procedures, new products, system changes, risk mitigation issues, solicit feedback, and provide training. • Partnered with Branch Support Services, business groups, and back office departments to provide support, training, and communication for the market. Provided training to over 200 associates.

Fort Lauderdale, Florida

Develop all aspects of sales and operations within the branch to meet branch goals. Improve customer relations by building trusted partnerships and providing outstanding customer service. • Increased revenue by assessing clients financial situations through needs-based conversations and made recommendations accordingly.• Facilitated customer satisfaction by executing personal communication and frequent follow-ups.• Coached and developed new team members in alignment with branch goals for sales and service which improved employee performance and productivity.• Ensured safe and sound banking practices including adherence to all applicable laws and regulations.