Open To Work
Verified
This profile is verified using an email address.
Charlene Mitchell
Manager
Radford,VA
Summary
Results-oriented banking professional experienced in handling customer needs. Skilled at maximizing client satisfaction and bank profits by utilizing persuasive communication skills, in-depth product knowledge and hands-on customer service abilities. Focused Store Manager versed in all aspects of running retail establishment, including opening and closing procedures, banking, merchandising and recruiting. Keeps operations efficient, productive and on-track to consistently meet and exceed expectations. Sales expert with unparalleled communication and relationship-building talents.
Overview
10
10
years of professional experience
Work History
Sr. Relationship Banker
Truist Bank
Christiansburg, VA
05.2022 - Current
- Integrated marketing promotions and programs into conversations to educate and inform customers.
- Complied with security procedures and protocols when opening and closing bank vault.
- Compiled new customer information to open accounts and loans, collecting and verifying necessary documentation.
- Adhered to bank and legal guidelines for reporting, loan approvals and money handling.
- Adhered to strict confidentiality protocols to maintain safety of customer and bank information.
- Identified financial needs of customers and presented appropriate product and service options.
- Educated customers on options for managing financial transactions by leveraging technology, tools and resources.
- Collaborated with mortgage and wealth management partners to assist customers with specialized needs.
- Resolved discrepancies concerning customers' accounts, improving client satisfaction.
- Managed pipeline for originated loans through closing and complete required management reports.
- Met with applicants to obtain information for loan applications and answer questions about process.
- Obtained and compiled copies of loan applicants' credit histories, corporate financial statements and other financial information to update credit and loan files.
- Submitted loan applications to underwriter for verification and recommendations.
- Answered customer inquiries involving rates, products and loan application status to facilitate quality customer service.
- Executed loan origination process and ordered credit reports, appraisals and preliminary title reports.
DOLLAR GENERAL STORE MANAGER
MAIN ST RADFORD
10.2021 - 04.2022
- Oversaw inventory management through cycle counts, audits and shrinkage control.
- Secured store perimeter and enforced safety procedures to minimize losses and protect assets.
- Met budget targets by controlling expenses and eliminating wasteful behaviors.
- Fostered healthy team environments to promote collaboration and boost productivity.
- Developed and optimized store schedules to meet expected coverage demands and maintain optimal service levels.
- Hired and trained 20+ employees
- Maintained current accounts and deposited funds to keep on-site cash low.
- Oversaw daily operations of store, including inventory and supply restocking, cash-handling and assisting customers.
- Enhanced customer satisfaction and store operations through relationship building and daily problem-solving.
- Monitored employee performance and identified performance gaps for corrective action.
- Delivered excellent customer service and adhered to standard practices to maximize sales and minimize shrinkage.
- Exceeded team goals and resolved issues by sharing and implementing customer service initiatives.
- Balanced sales, reconciled cash and made bank deposits to facilitate opening and closing duties.
- Built customer confidence by actively listening to concerns and complaints and quickly resolving issues.
- Established store tactics and strategies to achieve operational performance and sales goals.
- Strengthened work flow productivity by hiring, managing and developing top talent.
GM / Front End Coach
Walmart
06.2019 - 10.2021
- Navigated store areas to identify and proactively address issues hindering operations
- Rotated merchandise and displays to feature new products and promotions.
- Managed opening and closing procedures and recommended changes to enhance efficiency of daily activities.
- Interviewed, hired, and trained staff associates and equipped to comply with company policies and procedures.
- Processed payments for credit and debit cards and returned proper change for cash transactions.
- Coached sales associates in product specifications, sales incentives, and selling techniques, significantly increasing customer satisfaction ratings.
- Supervised and evaluated staff to help improve skills, achieve daily objectives, and attain advancement.
- Maintained positive customer relationships by responding quickly to customer service inquiries.
- Verified inventory counts remained within monthly tolerance levels and compiled financial data in compliance with budget.
- Provided weekly work schedules to employees to accommodate business demands and vacation requests.
- Created and maintained safe and secure work environments for employees.
- Developed and maintained strong relationships with vendors to facilitate timely product delivery.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Monitored daily cash discrepancies, inventory shrinkage and drive-off.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Reconciled daily sales transactions to balance and log day-to-day revenue.
- Managed inventory control processes to restore back stock, control costs, and maintain sales floor levels to meet customer needs.
- Promoted team collaboration, performance, and efficiency by fostering healthy environments focused on mutual success.
- Approved regular payroll submissions for employees.
- Managed store employees successfully in fast-paced environment through proactive communication and positive feedback.
- Assisted with hiring, training and mentoring new staff members.
- Upheld and communicated store programs and standards to employees for optimal quality, freshness, safety and cleanliness.
- Supervised guests at front counter, answering questions regarding products.
- Coached employees and trained on methods for handling various aspects of sales, complicated issues, and difficult customers.
- Monitored cash drawers in 37 checkout stations to verify adequate cash supply.
Branch Manager
Skyline National Bank
Fairlawn, VA
02.2023 - Current
- 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.
- Enhanced branch production rates by handling staff conflicts, evaluations, hiring, and termination processes and coaching employees on company protocol and payroll operations.
- Maintained friendly and professional customer interactions.
- Submitted loan applications to underwriter for verification and recommendation.
- Complied with regulatory guidelines and requirements.
- Prepared internal and regulatory financial reports, balance sheets and income statements.
- Completed daily paperwork on sales reporting, banking and payroll reporting.
- Managed time-card approval and leave requests.
- Created monthly schedules for branch employees
- Assisted clients with improving financial health by counseling on issues such as excessive spending and borrowing.
- Worked effectively in fast-paced environments.
- Identified opportunities to cross-sell and upsell products to customers.
- Processed loan applications and monitored progress from start to finish.
Sr Loan Officer
OneMain Financial Group
Christiansburg, VA
03.2016 - 06.2019
- Processed challenging loan applications for first-time borrowers, self-employed applicants and borrowers with problematic credit histories.
- Delivered high levels of customer service to facilitate smooth processes.
- Developed and maintained knowledge of available loan products, processing procedures and underwriting and general departmental guidelines.
- Recommended loan approvals and denials based on customer loan application reviews.
- Executed loan origination process and ordered credit reports, appraisals and preliminary title reports.
- Performed daily maintenance of loan applicant database.
- Educated customers on variety of loan products and available credit options to promote valuable decision-making.
- Collected past due loans, keeping credit and collateral exceptions within policy ranges.
- Approved loan within specified limits or referred to appropriate approval level.
- Managed pipeline for originated loans through closing and complete required management reports.
- Reviewed loan agreements to confirm completeness and accuracy.
- Tracked and managed new leads and followed up on referral business.
- Maintained current DMV title regulations knowledge for each state and processed compliant paperwork regardless of states involved.
- Processed completed and signed title documents through electronic vehicle registration program and maintained expert knowledge of computerized systems.
- Managed and filed paperwork to transfer vehicle ownership title from dealer to purchaser for new, used and wholesale sales.
- Collected purchase funds and verified confirmed lienholder payoff before processing title.
- Posted and tracked titling transactions and completed month-end accounting reports.
Education
Associates - Business management
University of Phoenix
Phoenix, AZ07.2009
Skills
- Recordkeeping and Documentation
- Cash Drawer Reconciliation
- Account Services
- Payment Processing
- Product and Service Sales
- Regulatory Compliance
- Attention to Detail
- Problem-Solving
- Data Entry
- Customer Service-Oriented
- Transaction Error Identification
- Verbal and Written Communication
- Discrepancy Resolution
- Money Handling
- Security Understanding
- Hiring and Recruitment
- Employee Motivation
Interests
Feeding America Bobcat Backpack Feeding Program Radford High Band Boosters Parent Office volunteer Various teaching areas with in local ministry Cooking Vacation
Accomplishments
- Promoted from Assistant Manager to Coach, in less than 12-months.
- Consistently maintained high customer satisfaction ratings.
- Led team to achieve top 20% in company sales within 3 months of opening store, earning recognition from upper management and financial reward.
- Exceeded sales goals by average of 30% in 2022.
Timeline
Branch Manager
Skyline National Bank
02.2023 - Current
Sr. Relationship Banker
Truist Bank
05.2022 - Current
DOLLAR GENERAL STORE MANAGER
MAIN ST RADFORD
10.2021 - 04.2022
GM / Front End Coach
Walmart
06.2019 - 10.2021
Sr Loan Officer
OneMain Financial Group
03.2016 - 06.2019
Associates - Business management
University of Phoenix