• Lead team to deliver exceptional client experience as measured by customer satisfaction survey scores that mirror the JD Power survey for Retail Banks• Lead team to achieve branch sales goals as measured by a Profit and Loss revenue model• Maintain operational excellence of the branch as measured by annual surprise audits quarterly Branch Operational Effectiveness scores• Lead, Coach, and Manage branch team to ensure team consistently builds skill, engages in behaviors that foster a collaborative work environment, and promotes the success of the team• Develop new colleagues and prepare seasoned team members for the next stage of their desired career paths• Recruit new hires for open positions for the branch, region, and company• Engage the community, identify opportunities to volunteer in and support the communities the branch and bank serve, and promote and participate in financial literacy programs as part of the bank’s CRA efforts• Manage partner relationships across Wealth Management, Business Banking, and Mortgage Lending business lines to ensure the branch is the nexus of the partners’ activities as well as promote collaboration between the branch and each other

This was a multi-faceted role that involved sales, call center customer support and outreach, marketing, operational support to all other departments, accounts receivable processing, lead list research, and database management for a company that presented conferences for the financial services and healthcare industries both in the United States and internationally.

One of the unique benefits of this particular Branch Manager position is that it was for a new branch that opened in Swampscott, MA. As a result, I have experience in building a staff from the ground up and preparing a branch for opening day as well as a grand opening. The focus of my responsibilities were staff development (especially career development), ensuring the overall success of the branch measured in several metrics - including deposit and lending growth, the level of customer service provided, keeping costs below budgeted levels, community relationship building, and regulatory and operational soundness.

I was a teller for one year and a CSR for two years. The position of Senior CSR is best described as Customer Service/Sales Manager. As Assistant Manager in Training, my daily rolls would vary from Teller Supervisor, Branch Operations Manager, and Customer Service Manager. I also completed a multi-year in-house management training program that included outside seminars and courses.