Experience

• 

  Firstrust bank

  Mar 2005 - Aug 2010

  Branch manager

  Responsible for increasing the branch core deposits and loans by soliciting new businesses with inside and outside sales activities- branch saw an increase in loans by 10%Review consumer credit reports and make lending decision Oversee the supervisor to ensure the monitoring and tracking of all monetary instruments within branch - received a 100% on our annual auditCreate new and effective marketing ideas to increase business while staying within the bank compliance guidelines.Attend both professional and charity events while representing Firstrust Bank by creating a market presence Recommend additions and reductions in staff; lead supervisors, interview, and approve applicants for staff positions.Manage branch profitability by minimizing operation deficiencies.Generated fee income and controlled expenses by looking for ways to cut cost on supplies. Vendor Management Effectively handle the needs and requests of all 113 employees including, CEO and Sr. Leadership in the corporate office.Ensure supervisor upheld proper opening and closing of the branch within security guidelines.FSR II 3/2005-12/2007Service Manager 12/2007-8/2009Branch Manager 8/2009-08/2010 Show less

• 

  Cobra wire and cable

  Jan 2011 - Nov 2013

  Regional sales manager

  Managed the day-to-day sales and goals over the Northeast Territory States, Assured quality in every order by visiting the warehouse prior to shipping to ensure accuracy of product and shipping instructions, this caused a significant reduction in returned material and loss due to wrong shipping methods reducing unnecessary costs.Continue to develop and maintain business to achieve overall sales goals as well as profit goals- met with clients either in person or via phone to discuss any new projects they had coming up and how our company could assist, by maintaining communication this caused an increase in sales of just over 1 millionMeet with Vendors to negotiate pricing and delivery to ensure we can be competitive within the market- Vendor Management Show less

• 

  Univest

  Nov 2013 - Jul 2014

  Financial service center manager

  Sales leadership, coached and managed staff and leader to meet metrics, pipeline management, and achieve sales goalsLed a staff of 6, provided onsite training and developmentReview consumer credit reports and make decision on loan approvalRecommend additions or reductions in staff; interview and approve applicants for staff positions.Evaluate the performance of subordinates; recommend promotions; recommend salary adjustments, along with leadership developmentManage branch profitability by minimizing operation deficiencies and by generating fee income and controlling expenses. Show less

• 

  Prudential financial

  Apr 2014 - Apr 2019

  Associate manager contact center

  Manage the day-to-day operations of a team of 30 representatives and two leaders in a call center environment.Plan, direct, supervise and evaluate workflow.Develops short/long-term customer service objectives and continuously monitors procedures.• Recognize and recommend operational improvement by identifying a gap or need in our processes for continuous improvementResponsible for the day-to-day application of organizational policies and procedures.Coaching and performance management, including hiring and termination of employees- created a performance management process to ensure consistency throughout the department, this was presented to senior leadership, HR and was implemented. Work with Workforce to help forecast call volumes to ensure appropriate staffing levels for the Queues in the call center. - analyze data, staffing and call volumes to ensure service levels are met- proactively move staff to other skills when needed.Held my series 6 and 63 NASD License. Show less

• 

  Bank of america

  Jun 2014 - Nov 2014

  Branch manager

  Managed a retail team of 10 along with leader management and development through metrics management to ensure goals were being met, pipeline management through CRM tool.Approved annual appraisals and training Review consumer credit reports for loan approvalWas compliant with all required regulations and policies, our audits were always the top in the regionMonitor staffing needs, make recommendations and work with HR to create job posting, interview and hire applicants for staff and leader positions Train and develop leader and staffManaged branch profitability by minimizing operation deficiencies and by generating fee income and controlling expenses- The branch had a profit for the first time in 3 years Show less

• 

  Desert financial credit union

  Apr 2019 - Nov 2022

  Manager member experience call center

  Manage the day-to-day operations of a team of 20-25 representativesand one leader in a call center environment. Plan, direct, supervise and evaluate workflow and staff. Analyze data,to identify trends and problem areas within the line of business andteam.Develop short/long-term customer service objectives and continuouslymonitor procedures. Live call monitoring.Recognize and recommend operational improvement by identifying agap or need in our processes for continuous improvement.• Coaching and performance management to ensure key operationaland performance targets are met. (service satisfaction, employeeretention, sales referrals, and service levels). Manage the employee’s lifecycle to include recruiting, hiring, training,employee development, mentoring, engagement, retention, andtermination.Collaborate on assigned projects/teams with cross-functional groups tofind opportunities for improvement. Work together for better alignmentand consistency to better serve our members. Show less

• 

  Cox automotive inc.

  Nov 2022 - now

  • SR. Manager, Customer Care Operations

    Nov 2024 - now

  • Manager Client Service Quality

    Nov 2022 - Nov 2024