Asia Gibson
Grand Prairie,TX
Summary
Driven Customer Success Manager with proven record in enhancing customer experience and fostering strong relationships. Skilled in leveraging CRM tools to manage accounts, forecast growth, and track customer interactions. Demonstrated ability to lead cross-functional teams toward achieving key performance objectives while maintaining high levels of customer satisfaction. Proven success in implementing strategies that improve client retention rates and promote substantial business growth.
Overview
6
6
years of professional experience
Work History
Assistant Branch Manager, Operations
Hanmi Bank
Arlington, TX
10.2022 - Current
- Served as the main contact for client communications, delivering necessary updates on accounts and product enhancements.
- Ability to juggle various projects and tasks for direct reports and the Branch Manager, i.e. Staff meetings, updating and maintaining operating procedures, administrative work, and mailings.
- Detected errors and irregularities during internal control system reviews.
- Served as primary liaison between branch personnel and corporate headquarters when necessary.
- Managed daily activities of the branch including staffing, sales goals, financial reporting, cash management, customer service delivery, security protocols and risk mitigation.
- Provided customer onboarding and training to ensure successful product adoption.
- Analyzed customer data to identify trends, issues, and opportunities for improvement.
Commercial Assistant | Branch Service Supervisor
Synovus Bank
Greater Nashville Area, TN
01.2020 - 07.2022
- Collaborated with operations department leaders to fill policy gaps, successfully completing operation manual provisions across the footprint.
- Assisted in coordinating schedules, handling correspondence, and requesting customer input for commercial bankers.
- Directed account management efforts for prominent clients, bolstering relationship retention. Resulting in 30% growth within 3 months of partnership.
- Provided technical assistance regarding product specifications and features when needed.
- Communicated effectively with all stakeholders involved in each transaction.
Teller Coordinator I
SunTrust
Nashville, TN
09.2018 - 01.2020
- Participated in internal audits of branches to verify adherence to internal controls.
- Executed on-boarding, training, and management of teller staff to drive compliance and fulfill branch production requirements.
- Formulated effective team strategies to increase staff production, resulting in multiple performance recognitions for excellent sales and operational outcomes.
- Developed, implemented, and maintained incident management policies and procedures.
Education
Some College (No Degree) -
Jackson State University
Jackson, MSSkills
- Operational Excellence Management
- Customer engagement
- Documentation reporting
- Project management
- Research analysis
- Incident Response Management
- Strategic Portfolio Oversight
- Onboarding support
- Relationship building
- Account management
- Customer advocacy
- CRM software
- Troubleshooting skills
- Conflict resolution
Accomplishments
- Top Performer, Regional Operational Excellence Team, Lead a team of 9 through operational workflows, ensuring positive customer experience while providing industry leading safety and soundness measures in efforts to protect our team and stakeholders both.
- Contributor, Policy & Procedure Enhancement, Contributed to the implementation of a new policy and procedure manuals within company footprint. Overseeing gaps in language & oversight in key procedure duties to ensure best production measures.
- #1 Regional Sales Team, Implemented performance metrics and KPIs to track team efficiency, resulting in a 90% increase in overall productivity.
- Community Engagement & Impact Focus, Toy Drive, Successfully organized a charity event that raised toys for a local non-profit through production of regional engagement. Gaining new annual partnership initiative while relying on established customer and team relations for growth.
References
- Danielle Kovach, Former Colleague, 615-271-2024, daniellekovach@synovus.com
- Jeffrey Jones, Former Manager, 615-579-4276, jeffreyjones@synovus.com
- Darquita Burrell, Former Colleague, 769-209-7863, darquitaburrell@bankplus.net
- Sheka Burns, CRA Leader, Hanmi Bank 817-713-3047
Timeline
Assistant Branch Manager, Operations
Hanmi Bank
10.2022 - Current
Commercial Assistant | Branch Service Supervisor
Synovus Bank
01.2020 - 07.2022
Teller Coordinator I
SunTrust
09.2018 - 01.2020
Some College (No Degree) -
Jackson State University
Similar Profiles
JANE (JEE) Y. SEOJANE (JEE) Y. SEO
Risk Officer at Hanmi BankRisk Officer at Hanmi Bank
LEAH YULEAH YU
OPS ADMIN SPECIALIST at HANMI BANKOPS ADMIN SPECIALIST at HANMI BANK
Hee SongHee Song
Loan Associate at Hanmi BankLoan Associate at Hanmi Bank