Dana Gaines
Dingmans Ferry,PA
Summary
Knowledgeable with proven track record in managing branch operations and driving team performance. Successfully implement process improvements that enhance customer satisfaction and operational efficiency. Demonstrate leadership and problem-solving skills, consistently fostering collaborative work environment.
Overview
20
20
years of professional experience
1
1
Certification
Work History
Assistant Branch Manager
NBT Bank
Milford, PA
01.2018 - Current
- Oversee Day to Day Operations and Training/Coaching Sessions for the Branch
- Facilitate client onboarding processes, ensuring compliance with regulatory requirements
- Travel to several regional branches to conduct internal audits
- Analyze financial needs of clients to recommend suitable banking products and services.
- Cultivate strong client relationships to enhance customer satisfaction and loyalty.
- Graduated the Retail leadership Program June 2024 as well as acting as a mentor for future applicants
- Mentor junior bankers on best practices in relationship management and sales techniques.
- Develop strategic initiatives to improve customer engagement and drive revenue growth.
- Resolve complex customer issues, resulting in increased trust and loyalty among clients.
- Assist clients with credit applications, guiding them through the process from initial inquiry to loan approval.
- Report directly to the branch manager, offering weekly updates on client portfolio performance, new business development progress, and other pertinent metrics.
Lead Trainer/Problem Resolution Analyst
Amazon.com Inc
Easton, PA
01.2016 - 01.2017
- Lead training classes in areas of safety, hazardous material recognition, time efficiency techniques, packing and shipping processes in a fulfillment center that houses 1,200 employees.
- Assisted in developing and upgrading current learning systems
- Specialized in researching and resolving conflicts with orphaned shipments and missing products
- Assistant Manager responsible for planning workflow and distribution for 50 employees to ensure critical deadlines were met
Engineer/Mechanic/Administrative Assistant
United States Navy
La Maddalena Italy/Bremerton, WA
01.2006 - 01.2011
- Performed preventive and corrective maintenance on ship’s emergency diesel generator and associated systems in addition to Air Conditioning and refrigeration repair including pneumatic systems, compressors and atmosphere controls on supported 5th and 6th fleet ships and submarines
- Certified Elevator/Conveyor Operator, Emergency Diesel Operator and Quality Assurance Craftsman
- Hand-selected to fill in as Administrative Assistant to the Repair officer and Production Management Assistant.
- Processed hundreds of official documents and executed a full range of administrative tasks, including the coordination of weekly management-level meetings for 124 military personnel
- Initiated new processes for tracking and maintain files
Education
Early Childhood Education
Northampton Community College
Tannersville, PA01-2013
Skills
- Data Presentation
- Business Analysis
- Loan expertise
- Employee scheduling
- Cash handling
- Branch service quality
- Business Management
- Project Management
- Retail
- Recruiting
- Strategy
- Customer Service
- Problem Resolution
- Fitness
- Microsoft Office Suite
- Rodeo Project Administration
- Banking
- Business development
- Operations management
- Team development
- Audit preparation and monitoring
- Staff education and training
- Loan application evaluation
Certification
- NMLS Certified
- S.A.F.E. Act Certified
Timeline
Assistant Branch Manager
NBT Bank
01.2018 - Current
Lead Trainer/Problem Resolution Analyst
Amazon.com Inc
01.2016 - 01.2017
Engineer/Mechanic/Administrative Assistant
United States Navy
01.2006 - 01.2011
Early Childhood Education
Northampton Community College
AWARDS
Meritorious Unit Commendation and 2007 Battle Efficiency and Retention Excellence Awards