Summary
Overview
Work History
Education
Skills
Certification
Market All Star
Timeline
Generic

Abigail Henderson

Galena,MD

Summary

Dynamic Branch Manager with PNC Bank, skilled in risk management and employee development. Proven track record in enhancing team performance and customer satisfaction through effective coaching and strategic sales initiatives. Expert in staffing optimization and relationship building, driving operational excellence while maintaining compliance and mitigating risks.

Overview

9
9
years of professional experience
1
1
Certification

Work History

Branch Manager

PNC Bank
09.2023 - Current
  • Interviews and hires talented individuals with top-level strengths, improving organizational talent, and skill set.
  • Maintains compliance by ensuring my team adheres to banking regulations and operational guidelines
  • regularly coaches team around fraud mitigation and implements practices to reduce risk
  • Strategically implements and coaches to needs-based sales conversations during consumer and business client interactions.
  • manages and de-escalates employee/ client conflicts

Assistant Branch Manager

PNC Bank
11.2021 - 09.2023
  • Supervised and evaluated staff to help improve skills, achieve daily objectives, and attain advancement.
  • Responded to customer concerns, working with manager to significantly raise customer satisfaction ratings.
  • Developed and managed employee schedules, balancing individual requests and requirements with business needs.
  • Conducted weekly staff meetings to motivate staff members, address concerns, and questions, plan improvements and evaluate progress toward goals.
  • Maximized service interactions by strategically positioning products and solutions to consumer clients
  • Trained and developed new team members in alignment with branch service standards and objectives.
  • maintained branch compliance by carrying out assigned branch operational activities and adhering to risk management framework

Universal Banker

PNC Bank
10.2020 - 11.2021
  • Completed highly accurate, high-volume money counts via both manual and machine-driven approaches.
  • Managed escalated phone calls by applying conflict resolutions skills and extensive knowledge of bank policies, products, and services.
  • Opened checking, savings, money market and certificates of deposit accounts and ordered checks, debit cards and furnished online banking details to facilitate new transactions.
  • Assisted customers with setting up or closing accounts, completing loan applications, and signing up for new services.

Floating Branch Service & Sales Rep

PNC Bank
11.2016 - 08.2020
  • Provided teller and banker assistance for multiple branches throughout the Northeast region
  • Built strong working relationships among internal team members and a wide demographic of cliental
  • stayed informed on technology, product, and policy and procedure enhancements to ensure consistent service was being provided among each branch

Education

Associate of Science - Marketing

Cecil College
North East, MD
05-2022

Skills

  • Branch operations/risk management
  • Staffing optimization
  • Relationship building and management
  • Verbal/written communication
  • Employee development
  • Training and development
  • Strong interpersonal skills
  • Marketing
  • Upselling and cross selling
  • Interviewing and hiring

Certification

  • Notary Public- State of Maryland
  • Digital Marketing- Cornell University

Market All Star

Performance based award

Timeline

Branch Manager

PNC Bank
09.2023 - Current

Assistant Branch Manager

PNC Bank
11.2021 - 09.2023

Universal Banker

PNC Bank
10.2020 - 11.2021

Floating Branch Service & Sales Rep

PNC Bank
11.2016 - 08.2020

Associate of Science - Marketing

Cecil College

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