Alicia Jones
Lilburn,GA
Summary
Assistant Branch Manager with extensive experience developing high net worth client relationships and referral networks. Talented at educating customers on banking services and products and recommending best options to meet long- and short-term needs. Detail-oriented and rooted in integrity with a skill for identifying financial products to suit client needs. Dedicated to continuous improvement and establishing lasting banking relationships. Effective leader skilled at streamlining operations and increasing productivity. Offering 19 years of experience in management capacity within banking industry. Proficient in use of various software packages. Demonstrated success leading financial systems and programs. Knowledgeable about regulatory requirements and successful strategies for maintaining optimal controls. Well-organized, proactive and adaptable to changing markets. Result driven with track record of consistently meeting or exceeding sales goals. Dynamic at recommending best options for clients to meet long- and short-term needs. Meticulous and driven to foster a client-focused establishment providing excellent customer service and exceeding expectations. Talented professional well-versed in service marketing and displaying loyalty through strong leadership and communication skills. Detail-oriented and successful at customer service relations and sales management.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Assistant Branch Manager
Ameris Bank
03.2021 - 08.2023
- Trained and developed new team members in alignment with branch service standards and objectives.
- Responded to customer concerns, working with manager to significantly raise customer satisfaction ratings.
- Supervised and evaluated staff to help improve skills, achieve daily objectives, and attain advancement.
- Developed and managed employee schedules, balancing individual requests and requirements with business needs.
- Demonstrated knowledge of branch financial products, loans and lines of credit.
- Conducted weekly staff meetings to motivate staff members, address concerns, and questions, plan improvements and evaluate progress toward goals.
- Built rapport with account holders by reaching out with product recommendations and account updates.
- Developed sales strategy to meet established sales objectives.
- Collaborated with tellers, universal bankers and personal bankers to exceed sales goals.
- Facilitated customer satisfaction by executing personal communication and frequent follow-ups.
- Coached and developed branch staff by offering constructive feedback and [Type] training opportunities.
- Supervised team of [Number] branch employees and made recommendations regarding performance evaluations.
- Implemented process improvements to increase productivity.
- Generated financial and operational reports to assist management with business strategy.
- Directed promotion and brand loyalty efforts to build direct relationships with customers.
- Reviewed credit applications for risk factors and credit worthiness.
- Wrote and administered employee performance reviews to monitor customer service and personal sales of [Number]-member team.
- Completed filings and upheld strict compliance with regulatory agencies and supervisors.
- Forecasted trends and recommended improvements based on financial risk analyses.
- Analyzed, reduced and controlled expenses by improving resource allocation.
- Maximized efficiency through effective resource allocation and employee management.
- Compiled financial data to comply with budget.
- Evaluated project applications and verified with outline specifications to approve, reject and recommend adjustments.
- Produced reports for bank administrators to document long-term goals and financial status.
- Managed branch size of over $[Amount] in deposits and team of [Number] full and part-time employees.
- Grew customer base by [Number]% over [Number]-year period through community networking and innovative customer incentives.
- Created and implemented incentive initiative for on-the-job safety and achieved [Number] years with no Workers' Compensation claims.
- Maintained friendly and professional customer interactions.
- Assessed employee performance and developed improvement plans.
- Engaged employees in business processes with positive motivational techniques.
- Complied with regulatory guidelines and requirements.
- Enhanced branch production rates by handling staff conflicts, evaluations, hiring, and termination processes and coaching employees on company protocol and payroll operations.
- Met deadlines by proactively managing individual and team tasks and streamlining processes.
- Interviewed and hired talented individuals with top-level strengths, improving organizational talent, and skill set.
- Resolved various issues impacting sales management and business operations.
- Consulted customers to boost product sales and services.
- Implemented service improvements to enhance sales cycle.
- Examined customer loan applications for loan approvals and denials.
- Created strategies to develop and expand existing customer sales, resulting in increase in annual sales.
- Boosted sales and customer loyalty through incentive programs.
- Reduced process bottlenecks by training and coaching employees on practices, procedures, and performance strategies.
- Launched new training program to boost employee skills and staff retention rate.
- Compiled database of loan applicants' credit histories, financial statements and other financial information.
- Submitted loan applications to underwriter for verification and recommendation.
- Reviewed and edited loan agreements to enhance clarity and monitor compliance with requirements.
- Complied with established internal controls and policies.
- Checked payroll, vendor payments, commissions and other accounting disbursements for accuracy and compliance.
- Performed banking, business administration and financial tasks to guarantee five-star service for clients.
- Prepared internal and regulatory financial reports, balance sheets and income statements.
- Developed strategic plans for day-to-day financial operations.
- Supported financial director with special projects and additional job duties.
- Established internal audit procedures to validate and improve accuracy of financial reporting.
- Analyzed business processes to identify cost savings and operational efficiencies.
- Prepared cash flow projections, cost analysis and monthly, quarterly and annual reports.
- Implemented and regularly reviewed financial controls to generate accurate and reliable financial data.
- Utilized financial software to prepare consolidated financial statements.
- Established and checked coding procedures, monitored reports and updated internal files.
- Improved overall financial reporting by streamlining control processes and reporting structures.
- Reviewed historical records, current operational data and forecasting information to identify and capitalize on system enhancement opportunities.
- Evaluated and negotiated contracts to procure favorable financial terms.
- Created financial dashboards to provide insights into key performance indicators.
- Conducted financial due diligence on potential investments and acquisitions.
- Designed and maintained financial models to identify and measure risks.
- Collaborated with C-level executives and stakeholders to develop long-term financial plans.
- Created and managed financial models to evaluate corporate investments and acquisitions.
Customer Service Supervisor
Ameris Bank
12.2018 - 03.2021
- Coached employees through day-to-day work and complex problems.
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
- Developed and maintained strong relationships with customers to maintain loyalty and satisfaction.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
- Coached team members to deliver hospitable, professional service while adhering to set service models.
- Actively supported service associates by quickly responding to questions via phone and email and finding appropriate solutions to customer issues.
- Set priorities and problem-solved workflow issues to maintain rapport with customers and managers.
- Researched and corrected customer concerns to promote company loyalty.
- Created, prepared, and delivered reports to various departments.
- Monitored metrics and developed actionable insights to improve efficiency and performance.
- Led regular customer service meetings to review progress identify challenges and provide feedback.
- Created customer support strategies to increase customer retention.
- Identified customer service trends to provide recommendations for process and procedural improvements.
- Implemented feedback system for customers to provide comments and suggestions to improve service.
- Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
- Delegated tasks to administrative support staff to organize and improve office efficiency.
- Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
- Coordinated individual duties after careful evaluation of each employee's skill level and knowledge.
- Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews and administered salaries for staff.
- Interceded between employees during arguments and diffused tense situations.
- Kept high average of performance evaluations.
- Provided backup to front desk to step in to assist with various tasks whenever employee was absent or at lunch.
- Monitored front areas so that questions could be promptly addressed.
- Implemented project management techniques to overcome obstacles and increase team productivity.
- Built highly-efficient administrative team through ongoing coaching and professional development opportunities.
- Managed supervisor itinerary and appointments and streamlined scheduling procedures.
- Developed internal requirements and standards to minimize regulatory risks and liability across programs.
- Completed bi-weekly payroll for [Number] employees.
- Optimized organizational systems for payment collections, AP/AR, deposits, and recordkeeping.
- Oversaw appointment scheduling and itinerary coordination for both clients and personnel.
- Trained team members on new hotel services and products to support promotional efforts.
- Organized spaces, materials and catering support for internal and client-focused meetings.
- Improved office operations by automating client correspondence, record tracking and data communications.
- Organized meetings for executives and coordinated availability of conference rooms for participants.
- Conducted ongoing reviews of program financial systems to assess cost control measures.
Electronic Banking Supervisor
Fidelity Bank
11.2011 - 12.2018
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Handled customer complaints, resolved issues, and adjusted policies to meet changing needs.
- Maintained clean and well-organized production areas to avoid violations or unnecessary work delays due to hazards or inefficient layouts.
- Monitored workflow to improve employee time management and increase productivity.
- Evaluated employee performance and coached and trained to improve weak areas.
- Maintained compliance with company policies, objectives, and communication goals.
- Achieved results by working with staff to meet established targets.
- Mentored newly hired employees on operating equipment and safety and developed training manual to use for reference.
- Enforced rules and regulations outlined in company manual to set forth expectations comprehensibly and consistently.
- Conducted routine inspections to check quality and compliance with established specifications.
- Identified unsafe or unhealthful workplace conditions or hazards to enforce safe work practices and procedures.
- Created successful work schedules for each team member to maintain deadlines and fully staff shifts.
- Boosted team performance by developing customer service training materials and conducting service training.
- Developed and implemented customer service policies to enhance satisfaction.
- Solicited customer feedback to identify and improve on areas of weakness.
- Maintained overall safe work environment with employee training programs and enforcement of safety procedures.
- Optimized customer experience by delivering superior services and effectively troubleshooting issues.
- Collected, arranged, and input information into database system.
- Evaluated customer needs and feedback to drive product and service improvements.
- Gathered, organized and input information into digital database.
- Educated staff on organizational mission and goals to help employees achieve success.
- Evaluated staff performance and provided coaching to address inefficiencies.
- Frequently inspected production area to verify proper equipment operation.
- Conducted regular reviews of operations and identified areas for improvement.
- Developed effective improvement plans in alignment with goals and specifications.
- Helped meet changing demands by recommending improvements to business systems or procedures.
- Generated reports detailing findings and recommendations.
- Developed and updated tracking spreadsheets for process monitoring and reporting.
- Created and managed project plans, timelines and budgets.
- Cultivated positive relationships with vendors to deliver timely and cost-effective supply of services and materials.
- Maintained database systems to track and analyze operational data.
- Devised and implemented processes and procedures to streamline operations.
- Observed packing operations to verify conformance to specifications.
- Provided reporting for forecast analysis and ad-hoc reporting in support of decision-making.
- Supported creation of detailed, technical financial models to value potential acquisition targets.
Education
Associate of Applied Science - Accounting
Kaplan University
Davenport, FL05.2011
Skills
- Audit Preparation
- Relationship Building and Management
- Loan Application Evaluation
- Operations Management
- Staff Education and Training
- Financial Product Sales
- Financial Services and Advising
- Team Development
Accomplishments
- Resolved product issue through consumer testing.
- Supervised team of [Number] staff members.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
Certification
- Bank Officer
- Notary License -2025
- NMLS #2177317
- Microsoft Office Certification
Timeline
Assistant Branch Manager
Ameris Bank
03.2021 - 08.2023
Customer Service Supervisor
Ameris Bank
12.2018 - 03.2021
Electronic Banking Supervisor
Fidelity Bank
11.2011 - 12.2018
Associate of Applied Science - Accounting
Kaplan University