Courtney Dillard
Goodlettsville,TN
Summary
Dynamic banking professional with a proven track record at F&M Bank, excelling in operations management and team development. Results-oriented Assistant Branch Manager with extensive experience developing high net worth client relationships and referral networks. Top-performer with track record of consistently meeting or exceeding sales goals. Talented at educating customers on banking services and products and recommending best options to meet long- and short-term needs.
Overview
24
24
years of professional experience
Work History
Assistant Branch Manager/Personal Banker
F&M Bank
09.2016 - Current
- Led daily branch operations to ensure high levels of customer service and operational efficiency.
- Supervised staff performance and provided coaching to enhance team productivity and engagement.
- Developed and implemented training programs for new employees to streamline onboarding processes.
- Analyzed branch performance data to identify areas for improvement and drive strategic initiatives.
- Manage and direct the overall branch activities to reach established revenue goals for growth and profitability.
- Support the development of new business across all bank product lines.
- Promote community relations for the branch through representation in the community organizations.
- Maintain an up-to-date knowledge of the bank's product offerings.
- Handle all staffing arrangements and ensure that employees are adequately trained and coached on product knowledge and selling techniques.
- Worked closely with staff to lead branch team members to support a strong sales culture
- Managed cash flow, ensuring compliance with internal policies and regulatory requirements.
- Fostered relationships with clients to promote bank products and services, enhancing customer retention.
- Collaborated with senior management to develop strategies for achieving branch goals and objectives.
- Oversaw the resolution of complex customer issues, ensuring prompt and effective solutions were delivered.
- Supported the Branch Manager with daily tasks, ensuring smooth branch functioning and effective communication amongst team members.
- Responded to customer concerns, working with manager to significantly raise customer satisfaction ratings.
- 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.
Customer Service Staff Member
Publix Grocery Store
03.2002 - 08.2016
- Delivered exceptional customer service, resolving inquiries and complaints efficiently.
- Trained new staff on company policies and customer interaction protocols.
- Streamlined communication between departments to enhance service delivery.
- Mentored junior staff, fostering a collaborative environment focused on excellence in service.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Fielded customer questions regarding available merchandise, sales, current prices, and upcoming company changes.
- Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
- Investigated and resolved accounting, service and delivery concerns.
- Maintained clean and orderly checkout areas by mopping floors, emptying trash cans and wiping down surfaces.
Education
GED -
Hendersonville High School
HendersonvilleSkills
- Banking
- Operations management
- Team development
- Audit preparation
- Staff education and training
- Relationship building and management
- Financial product sales
- Staff management
- Client relationship management
- Cash handling-Teller and Head Teller Experience
- Customer relationships
- Notary
Accomplishments
- Citizens Commendation Award in White House for May 2021
- Led the bank in Top 5 in Credit Card Referrals for 2025.
- State of Tennessee Notary Public
Timeline
Assistant Branch Manager/Personal Banker
F&M Bank
09.2016 - Current
Customer Service Staff Member
Publix Grocery Store
03.2002 - 08.2016
GED -
Hendersonville High School