Objective

To secure opportunities with a progressive organization fostering an environment highlighting my leadership, communications, organizational and coaching skills in the pursuit of continued personal growth while leading a team to success

 

Experience

September, 2005 to November, 2011/August, 2012 to present          

Bank of America, NA

Banking Center Manager

• Responsible for leading a team of sales and service professionals to meet and exceed sales goals and service targets.

• Ensure the operational excellence of the center and maintain the highest level of customer service through daily observations and coaching of teammates’ interactions with clients.

• Supervise and coach teams on proper execution of key banking center “plays” while role modeling the desired behaviors.

• Periodically communicate with consumer executives, review center performance assessments and update staff on business developments.

• Lead special projects focused on implementation of processes with the purpose of improving performance and results.

   

 

November, 2011 to June, 2012

Bank of America, NA

 

Change Consultant

 

• First point of escalation for process, policy, procedure and system questions during critical pre and post-implementation stability phase.

• Mitigate reputational risk while helping to avoid errors/costs or delays in processing customer transactions.

• Improvements in Associate confidence and speed to proficiency.

• Coach associates to next level of proficiency conducting weekly learning activities, observing and assessing performance and action planning for follow up processes.

• Identify problem areas and alert project team through measurement process and escalation routines.

 

Education

February, 2013 to present

 

Ashford University, Clinton, Iowa

Bachelor of Arts Psychology, Dean’s List 2013, 2014

1997 to 1999

Wabash Valley College, Mt. Carmel, Illinois

Associate of Liberal Arts, Dean’s List 1997 to 1999

1987 to 1992

University of Evansville/University of Southern Indiana, Evansville, Indiana

 

 

references

are available upon request.