Arizona Bank & Trust, a division of HTLF Bank

Senior Personal Banker

Arizona Bank & Trust

Managed 4 branch locations in the East Valley Phoenix area and lead a team of 21 retail bank professions with specific job requirements and skills.  

Created an excellent customer experience by tailoring each customer's interaction to their financial needs and providing them with top-of-the-line financial products and services.  

Reviewed retail metric reports utilizing Power BI systems to understand if performance is being met and develop a detailed plan for implementing developed strategies.   

Originated and closed on consumer loans and reviewed loan activity from Consumer Lenders to mitigate risk.  

Utilized Fiserv Desktop Teller and Sales to generate new accounts and perform Teller Operations.  

Weekly touch point with On-Site Managers to review retail metrics and ensure deposit, loan growth, and NPS scores are in line with our annual goals.  

Prepared and administered annual Performance Evaluations and performed quarterly checkpoints. 

Developed strong relationships and team selling approach with business partners.  

Worked with recruitment team and proactively engaged on social networks to find potential candidates, resulting in a 16% decrease in time-to-hire. 

Utilized CRM program to document prospects and customer interactions to maximize relationship potential.  

Provided my teams with on-going communication regarding updates on policies and procedures to be in line with HTLF standards and maintain compliance. 

Resolved any client feedback in a timely manner, report my findings, and adjust.  

AB&T direct contact and managing online platforms for the Chamber of Mesa, Chandler, and Gilbert to have a presence in the communities we serve, generate prospects, and earn referrals.

Assistant Vice President Sales Area Manager/ Consumer Lending Manager

Area Sales Manager

Monitor and review banking center security procedures and controls access to vault and cash drawer.  Ensure the banking center is compliant for scheduled audits and branch reviews.
Know and follow bank policies and procedures and communicate updates to banking center employees.
Responsible for efficiently and appropriately staffing the branch to ensure business needs are met both on the transactional and sales sides.
Oversee the operational excellence of the banking center.
Conscious of security and comply with all Bank Secrecy Act/Anti-Money Laundering requirements, Privacy of Customer Information Policy, and all consumer protection laws, regulations, and Bank policies as related to assigned job duties.
Coach the banking center team to ensure the customer experience strategy is followed to deliver a consistent, positive experience for all customers.

SUPERVISORY RESPONSIBILITIES: 
Directly supervise the Universal Bankers, Senior Personal Bankers and Associate Bankers.
Serve as head of onboarding and new team member orientation for all new retail team members in the sales area.
Coach and mentor banking center staff to promote individual growth and development.
Create a positive atmosphere that encourages productivity and teamwork among all banking center staff.
Work with Heartland’s recruitment team to hire the most qualified and talented individuals to fill open positions.
Provide information on-going communication to department and staff regarding expectations and performance.
Addresse and resolve all performance concerns and issues in a timely manner.
Resolve customer concerns or complaints.
Prepare and conduct annual performance reviews in a timely manner.

On-Site Manager

•	Provide excellent customer service while listening for sales opportunities; explain and promote bank products and services to both consumer and business customers. 
•	Originate consumer loans and collect required documents to assist the underwriting team through the decision process.
•	Actively monitor the status of key customer relationships to promote business growth and service quality, increase the number of services used per customer to increase both profits and customer retention.
•	Provide the Banking Center Manager and staff with administrative assistance when needed that may include but not limited to answering the main banking center phone-line, scheduling appointments, scanning and imaging documentation, managing the main lobby, etc. 
•	Provide assistance with the development of others that include knowledge of products and services, CRM system, and policies and procedures. 
•	Online account monitoring and fraud prevention that may include new account holds, address verification, debit card and check orders, and 30/60/90 day overview.

JPMorgan Chase & Co.

•	Primary goal is to help customers by discovering and tailoring to their financial needs.
•	Helping with problem solutions and processing transactions when needed.
•	Creating an outstanding customer experience by resolving customer service issues, opening new accounts, offering convenience services, and helping the branch meet sales objectives.
•	Assist our customers by handling teller transactions accurately and efficiently during peak service times. 
•	Help the firm keep strong controls and compliance. 
•	Assist the BM and ABM when they are not present or available. 
•	Support efforts to deliver great customer experience and execute the daily plan.
•	Review product/ service recommendations, make additional recommendations, and get involved with complex customer issues/requests and make decisions to resolve.

Personal Banker Officer

IBC Bank

•	Supervised 7 in-store bankers to carry out daily production to meet customer needs.
•	Responsible for coaching, motivating, and recognition of staff. 
•	Responsible for strategic planning to increase weekly production and meet goals by deadline.
•	Participate in interviews to discover new and existing talent and maintain a current scheduling system to ensure shifts were covered. 
•	Performed onsite presentations at local businesses to increase organic growth.
•	Accountable for implementing internal controls, KYC, and overall audits of the branch.
•	Participant in manager’s weekly top 20% customer call campaign to establish and maintain an effective relationship and promote business partners.

Senior Sales Representative

The Laredo Country Club

• Assistant to the Head Golf Professional in managing facility, golf staff, and operation of the golf pro shop. 
• Recommended and implemented golf course facility improvements and new customer service to be designed with a higher end scale that would exceed customer expectations. 
• Perform individual and group golf sessions and improve clients overall game and experience on the golf course.

Assistant Golf Professional

The Club at Carlton Woods

•Supervision of all outside staff, including starters, rangers and bag attendants.
•Assist in development and implementation of a comprehensive staff training program for all employees.
•Responsible for all golf cart operations repair and maintenance records.
•Responsible for the daily cleanliness and appearance of the entire cart facility.
•Responsible for implementing an efficient golf cart rotation schedule.
•Oversee the practice facility operation, equipment, inventory, tee rotation and bag stand placement.
•Responsible for monitoring first tee starting procedures.
•Responsible for monitoring the golf club rental inventory and procedures.
•Responsible for monitoring bag drop procedures and ensuring the proper handling of all guest’s golf bags.
•Oversee the proper cart staging procedures for daily play and events.
•Work closely with the Golf Shop Staff, in particular, the Assistant Professionals on all related activities.
•Performs other related duties as assigned or as necessary.

Golf Operations Supervisor

Communications, Teamwork, Self-Development, and Development of others. 

I'm a dedicated retail bank professional determined to set the highest standards of integrity and work effectively to produce quality relationships. As an Area Sales Manager my top priorities are to create a positive relationship with my staff, supervisors, clients and to develop effective strategies to meet the goals of the organization as a whole. 

I have over 14 years working in the banking industry which include skills in strategic planning, motivating, communications, teamwork, self-development, and development of others.

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