Ashley Germany
South Euclid ,Ohio
Summary
Proven leader in banking operations with a track record of enhancing customer satisfaction and team performance at Dollar Bank. Excelled in risk management and operations management, boosting branch efficiency and compliance. Skilled in relationship building, significantly grew key client accounts. Achieved notable audit results, demonstrating a keen eye for detail and a commitment to excellence.
Overview
12
12
years of professional experience
Work History
Assistant Branch Manager
Dollar Bank
Richmond Heights, Ohio
04.2017 - Current
- Supported the Branch Manager with daily tasks, ensuring smooth branch functioning and effective communication amongst team members.
- Trained and developed new team members in alignment with branch service standards and objectives.
- Monitored daily branch activities, quickly identifying areas requiring improvement or corrective action to maintain operational excellence.
- Oversaw successful completion of internal audits with minimal findings, demonstrating strong adherence to bank policies and regulations.
- 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.
- Enhanced customer satisfaction by providing exceptional service and addressing concerns promptly.
- Trained and mentored new employees, fostering a positive work environment that led to higher retention rates.
- Assisted in creating a welcoming branch atmosphere by maintaining cleanliness, organization, and visually appealing displays of promotional materials.
- Built rapport with account holders by reaching out with product recommendations and account updates.
- Coached and developed branch staff by offering constructive feedback and one on one training opportunities.
- Assisted in achieving branch sales goals by identifying potential cross-selling opportunities and promoting bank products and services.
- Supervised team of five branch employees and made recommendations regarding performance evaluations.
- Coordinated staff schedules, maintaining optimal staffing levels during peak business hours for improved customer experience.
- Conducted weekly staff meetings to motivate staff members, address concerns, and questions, plan improvements and evaluate progress toward goals.
- Implemented process improvements to increase productivity.
- Managed risk effectively through strict adherence to compliance guidelines, minimizing financial losses due to fraud or errors in transactions.
- Collaborated with tellers, universal bankers and personal bankers to exceed sales goals.
- Collaborated with other departments within the bank to resolve complex issues efficiently, ensuring seamless service delivery to customers.
- Managed branch budget effectively by controlling expenses and optimizing resource allocation for maximum profitability.
- Developed strong relationships with key clients, contributing to significant growth in business revenue.
- Led monthly team meetings focusing on progress updates, goal-setting sessions, best practices sharing and collaborative problemsolving.
Customer Service Supervisor
Dollar Bank
Euclid, OH
06.2014 - 04.2017
- Promoted a positive work environment through open communication channels, fostering team
- Improved customer satisfaction by addressing and resolving escalated issues promptly and professionally.
- Maintained up-to-date knowledge of company products and services, effectively communicating changes to the team for seamless customer support.
- Demonstrated exceptional problem-solving abilities in navigating challenging customer scenarios and finding solutions that met their needs as well as aligned with company policies.
- Developed and maintained strong relationships with customers to maintain loyalty and satisfaction.
- Managed escalated calls with diplomacy, successfully deescalating situations while ensuring satisfactory resolutions for both parties involved.
Teller
Dollar Bank
Euclid, OH
07.2012 - 06.2014
- Balanced cash drawer daily and resolved discrepancies to provide accurate data regarding cash flow.
- Disbursed cash and checks accurately while maintaining security of cash drawers.
- Balanced cash drawers daily, identifying discrepancies and taking corrective actions as needed.
- Processed customer transactions promptly, minimizing wait times.
- Promoted a welcoming atmosphere in the branch by greeting customers warmly upon arrival and addressing them by name when possible.
- Answered customer inquiries regarding account balances, transaction history, services charges, and interest rates.
- Assisted customers with account inquiries, resolving issues promptly and professionally.
- Managed high-volume transactions efficiently while maintaining attention to detail, ensuring accurate processing for customers.
- Developed strong relationships with customers through exceptional service, fostering loyalty and trust.
Education
Bachelor Of Computer Science - Combat Systems Engineering
ITT Technical Institute
Cleveland, OH09.2009
Skills
- Banking
- Operations Management
- Business Development
- Team Development
- Compliance Management
- Audit preparation
- Staff education and training
- Loan expertise
- Relationship building and management
- Financial Product Sales
- Risk Management
- Staff Development
- Regulatory Compliance
- Account Retention
- Sales management
- Customer Retention
- Cash Handling
Timeline
Assistant Branch Manager
Dollar Bank
04.2017 - Current
Customer Service Supervisor
Dollar Bank
06.2014 - 04.2017
Teller
Dollar Bank
07.2012 - 06.2014
Bachelor Of Computer Science - Combat Systems Engineering
ITT Technical Institute