Cheryl Ball
Conyers,GA
Summary
Results-focused and award-winning banking service manager with a proven track record of providing exceptional customer service that cultivates client loyalty and retention, resulting in increased depositors and assets. Highly organized and analytical, adept at consulting with clients on various financial products including HELOCs, small business loans, and personal loans. Consistently achieved success and recognized with multiple promotions over the past fifteen years. Ambitious and personable, excelling quickly in role and always striving for excellence. Leadership skills acknowledged in staffing, training, customer service, and management at several branch locations. Consistently received quarterly bonuses by achieving or exceeding all banking metrics.
Overview
20
20
years of professional experience
Work History
Personal Banker/Service Manager
Wells Fargo Bank
08.2014 - Current
- Initially employed as Personal Banker and built strong client relationships
- Based on performance promoted to level 2 Personal Banker within 6 months
- In 2016, promoted to Service Manager winning awards for outstanding customer service
- Recently certified by Wells for understanding the unique business needs of small companies and named as a 'Business Banking Advocate'
- Consult with small business owners to understand financial needs and assist in determining funding needs, helping clients submit comprehensive funding paperwork
- Significantly increased both depositors and assets by educating clients on home equity lines of credit as well as helping small business owners understand requirements for SBA loan approvals
- Assisted with a commitment of 70 million dollars for minority owned businesses that greatly benefited the Cascade Community and helped them stay competitive
- Recruited, hired, and trained tellers with a laser focus on customer service; with short staffing, opened a cash drawer to lower wait times and provide superior customer service
- Serve as the first point of escalation for tellers for any complaints; successfully resolve all outstanding issues
- Train the staff on mobile banking, ATM technology advancements, and online banking to educate depositors about Wells' benefits
- Consistently maintain low employee turnover of tellers by using best practices, providing excellent feedback, and coaching to build high performing teams that provide exceptional service
- Fostered an inclusive learning environment by addressing diverse needs and adapting facilitation techniques as needed.
- Built rapport with diverse groups of stakeholders by demonstrating empathy, active listening skills, and cultural competence during facilitated sessions.
- Enhanced leadership abilities and expertise by delivering forward-thinking training to over manage
- Enhanced leadership abilities and expertise by delivering forward-thinking training to over 10 management staff.
- Utilized strong interpersonal communication skills during client interactions, resulting in increased trust and fostering long-lasting relationships.
- Assisted customers with setting up or closing accounts, completing loan applications, and signing up for new services.
- Maintained compliance with bank policies and regulations while executing various financial transactions for customers.
Personal Banker/Assistant Branch Manager
Best Bank
01.2005 - 01.2013
- Company Overview: Joined a start-up bank with a unique concept
- Partnered with Kroger stores to set up branch locations in each store
- As a personal banker, increased depositors, and assets in 12 months
- Educated Kroger shoppers on the benefits of innovative banking with 7-day operations and opened until 8 PM, offering and cash advances
- In 2007, promoted to Assistant Branch Manager, opening the Kennesaw branch, growing depositors to 2 million dollars within 18 months
- Made premise sales calls and consulted with small businesses to gain new depositors, making Sandy Springs the first branch to achieve deposits of over 1 million dollars
- Recognized and rewarded for 'The Most Community Sales' and promoted to Assistant Branch Manager
- Grew depositors by making premise sales calls, highlighting bank advantages of operating 7 days a week until 8 PM weekdays and Sundays until 7 PM with the availability of cash advances, free coin counting machines, and wrapping of coins, widely appreciated by small businesses
- Established incentive programs and conducted lunch sessions to educate employees who were successful in increasing depositors
- Recommended and gained approval for tellers to have chairs on rollers to avoid long-standing times for their entire shift
- Consulted with Kroger management hosted in-store events featuring barbecues and cupcakes for customers during holiday events, exciting potential customers that led to more bank depositors
- Monitored branch operations and performed audits, developed, and reviewed financial reports, and managed branch cash levels
- Offered employment by two banks, but accepted a job offer by Wells Fargo
- Joined a start-up bank with a unique concept
- Partnered with Kroger stores to set up branch locations in each store
Education
MBA - Business Management
University Of Phoenix
Atlanta, GABS - Organizational Leadership, Business
Point University
Atlanta, GA06.2014
Skills
- Management Expertise
- Exceptional Customer Service Skills
- Banking Expertise
- Strong Financial Skills
Awards
- Business Banker Advocate, 2021
- Customer Service Awards, 08/10, Outstanding Scores multiple years
- STAR Awards, 2017-2020, Top Performer
- Multiple Quarterly Bonus Recipient, For Exceeding Objectives
Travel
I travel with my home team, the Atlanta Falcons, to their away games in Michigan, Pennsylvania, Illinois, D.C., Colorado, Texas, Florida, New Orleans, California, and many other cities and states.
Timeline
Personal Banker/Service Manager
Wells Fargo Bank
08.2014 - Current
Personal Banker/Assistant Branch Manager
Best Bank
01.2005 - 01.2013
MBA - Business Management
University Of Phoenix
BS - Organizational Leadership, Business
Point University
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