BENSON PALMER

• Led a team of 13 virtual bankers, ensuring high performance and customer satisfaction.
• Improved virtual customer engagement, achieving a 10% increase in satisfaction scores.
• Ensured full regulatory compliance with online banking policies and procedures, reducing risk exposure.
• Streamlined digital banking workflows, improving operational efficiency and reducing service delays, through proactive communication, and pre call planning.
• Fostered cross-functional partnerships to streamline digital banking operations, ensuring seamless customer experience and regulatory adherence.
• Mentor and coach team members on banking policies, ensuring compliance and operational efficiency.

Mentor and coach team members on banking policies, ensuring compliance and operational efficiency. Assisted clients with account management, loan applications, and investment guidance, ensuring financial goals were met. Streamlined client portfolio management processes while maintaining perfect CSAT/OSAT scores and full regulatory compliance, enhancing service delivery effectiveness Led mentorship initiatives for banking teams, strengthening operational excellence through knowledge sharing and policy adherence guidance

• Assisted clients with account management, loan applications, and investment guidance, ensuring financial goals were met.
• Streamlined client portfolio management processes while maintaining perfect CSAT/OSAT scores and full regulatory compliance, enhancing service delivery effectiveness.
• Led mentorship initiatives for banking teams, strengthening operational excellence through knowledge sharing and policy adherence guidance.
• Advised clients on financial solutions, helping them achieve long-term financial goals.
• Assisted customers with loan applications, mortgage approvals, and investment planning.
• Conducted financial assessments to recommend personalized banking solutions.
• Assisted in complex document review, including but not limited to opening trust accounts, business accounts, estate accounts, etc.
• Developed comprehensive financial strategies and conducted in-depth portfolio analyses to optimize client wealth management outcomes.

• Oversaw daily operations of a high-traffic T-Mobile retail location, ensuring exceptional customer experiences and consistent achievement of sales goals.
• Led and developed a team of 10–15 sales associates through performance coaching, hands-on training, and mentoring to exceed individual and store KPIs.
• Managed all aspects of inventory control, including stock ordering, loss prevention, and merchandising in alignment with corporate marketing strategies.
• Implemented operational efficiencies that improved customer service times, reduced shrink, and maintained full compliance with T-Mobile policies and procedures.
• Collaborated with district leadership on promotional campaigns, staffing strategies, and market-based initiatives to boost store visibility and performance.
• Fostered a culture of accountability, innovation, and teamwork, resulting in top-quartile customer satisfaction scores and employee engagement metrics.