DANA JACKSON
Cleveland Heights,Ohio
Summary
I am an advocate for providing exceptional, customer services, and integrity for the community and/or company for which I work for, while keeping in accordance with the company’s’ policies and/or procedures. Forward-thinking Operations Specialist bringing 20 years of expertise in Banking and Operations sector of business. Cultivates rapport with individuals to optimize project goals and output, resolve complex problems and deliver innovative improvement strategies. Proficient in Micro Software, Excel, Windows, Salesforce, Host, Nautilus, Reliable business professional with experience in project management, process improvement and financial analysis. Proven track record of successfully streamlining business operations and reducing costs. Adept at analyzing data to identify trends and developing strategies to improve efficiency. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Hardworking and passionate job seeker with strong organizational skills eager to secure Mid-level position in Banking Operations. Ready to help team achieve company goals.
Overview
16
16
years of professional experience
Work History
Branch Banking Assistant Leader
FLAGSTAR BANK
07.2012 - Current
- Actively recruit and oversaw training for all new branch employees
- Develop annual branch business plan for maximum profitability and effectiveness
- Implement annual performance appraisals for all branch staff
- Achieve 95% or higher on internal audit score
- Adhere to all federal and state compliance guidelines for retail mortgage
- Mentor, coach, and train new team members, and Identify inefficiencies and made recommendations for process improvements
- Trains new employees on cash handling and daily operations for branch
- Deliver informational sales presentations to potential investors to build symbiotic client relationships, and earned a reputation for exceeding sales goals
- Research banking guidelines and statutory requirements to stay updated on new laws and applications
- Research beneficial investment opportunities and made recommendations to senior management
- Develop highly empathetic client relationships with a value-focus in customer service
- Receives superior customer service satisfaction scores of 100%, and received regional branch recognition award for outstanding customer service
- Complies with regulatory requirements including Bank Secrecy Act, Anti-Money Laundering, OFAC, USA Patriot Act, Privacy Act and Community Reinvestment Act and all relevant Federal/Government regulations
- As a Banker I am seasoned in account opening, and CIP requirements for new customer/existing customer at account opening
- Set the daily/monthly schedule for FSA’s
- Research and resolve any customer issues in a productive and timely manner
- As a Leader I understand the importance of maintaining the confidentiality of the bank and our client records
- Preform audits for the branch/tellers on a monthly basis, to ensure the branch is complying with the Bank, the Federal and Local Government regulations/standards.
Teller Manager II
Citizens Bank
01.2009 - 07.2012
- Fostered a positive work environment by promoting teamwork, collaboration, and open communication among staff members.
- Pursued new retail and commercial account growth to enhance bank's market position.
- Evaluated employees' performance and offered recommendations for improvement to enhance operations efficiency.
- Ensured a professional and welcoming atmosphere at all times by maintaining a clean, organized workspace and promoting adherence to dress code standards among staff members.
- Interviewed and hired teller candidates to promote adequate staff coverage during operating hours.
- Collaborated with other banking departments to ensure seamless integration of products, services, and customer interactions across all touchpoints.
- Improved customer satisfaction by efficiently addressing and resolving account-related inquiries.
- Increased employee retention by providing ongoing coaching, feedback, and professional development opportunities for teller staff.
- Prepared detailed reports on branch activities, performance metrics, and other relevant data for presentation to senior management during periodic review meetings.
- Contributed to the achievement of branch sales goals through targeted marketing efforts focused on attracting new customers while retaining existing clientele.
- Enhanced the overall customer experience with personalized service tailored to individual needs and preferences.
- Streamlined daily operations by developing and implementing efficient scheduling, task delegation, and performance tracking systems.
- Managed risk exposure by promptly identifying suspicious activities or transactions and reporting them according to established protocols.
- Trained new employees in cash handling procedures, bank policies and promote 100% compliance with established standards.
- Ensured compliance with federal regulations and bank policies by conducting regular audits of teller transactions and cash drawers.
- Resolved escalated issues with customer transactions to facilitate improved process flow and encourage good customer relations.
- Developed succession planning strategies by identifying high-potential employees and providing opportunities for growth within the organization.
- Reduced operational costs by identifying areas for improvement in workflow efficiency and resource allocation.
- Enhanced branch security by implementing strict cash handling procedures and monitoring staff adherence to guidelines.
- Implemented best practices gleaned from industry conferences or networking events attended regularly on behalf of the institution.
- Boosted sales of bank products and services by training tellers in effective cross-selling techniques.
- Maintained a high level of accuracy in transaction processing through rigorous attention to detail and adherence to established protocols.
- Complied with established internal controls and policies.
- Developed strategic plans for day-to-day financial operations.
- Prepared cash flow projections, cost analysis and monthly, quarterly and annual reports.
- Established internal audit procedures to validate and improve accuracy of financial reporting.
- Prepared internal and regulatory financial reports, balance sheets and income statements.
- Analyzed business processes to identify cost savings and operational efficiencies.
- Performed banking, business administration and financial tasks to guarantee five-star service for clients.
- Utilized financial software to prepare consolidated financial statements.
- Improved overall financial reporting by streamlining control processes and reporting structures.
- Supported financial director with special projects and additional job duties.
- Implemented and regularly reviewed financial controls to generate accurate and reliable financial data.
- Established and checked coding procedures, monitored reports and updated internal files.
- Evaluated and negotiated contracts to procure favorable financial terms.
- Reviewed historical records, current operational data and forecasting information to identify and capitalize on system enhancement opportunities.
- Created financial dashboards to provide insights into key performance indicators.
- Designed and maintained financial models to identify and measure risks.
- Conducted financial due diligence on potential investments and acquisitions.
- Collaborated with C-level executives and stakeholders to develop long-term financial plans.
- Created and managed financial models to evaluate corporate investments and acquisitions.
Education
BACHELOR OF ARTS - LIBERAL ARTS
Cleveland State University
Cleveland, OH01.2008
Skills
- Reliable
- Excellent work ethic
- Excellent interpersonal skills
- Excellent communication skills
- Energetic
- Dependable
- Approachable friendly personality
- Expert in Risk Management
- Account analysis expertise
- Excellent attention to detail
- Proficient in Microsoft Word/Excel
- Excellent time management skills
- Expert in Outlook, Fiserv, Miser, Host, Salesforce On-Base, Branch Capture, and Nautilus
- Experienced Financial analysis in planning Complex Projects
- Expert Troubleshooting and problem-solving
- Seasoned in Banking Regulations and/or Banking Compliance standards
- Customer service expert
- Top sales performer
- Seasoned in Cash handling Practices and expert knowledge of bank security systems
- Seasoned in conflict resolution
- Seasoned Leadership Professional
- Problem-Solving
- Time Management
- Attention to Detail
- Multitasking
- Multitasking Abilities
- Excellent Communication
- Organizational Skills
- Team Collaboration
- Effective Communication
- Adaptability and Flexibility
- Decision-Making
- Relationship Building
- Team building
- Task Prioritization
Accomplishments
- Originated over several million dollars in loan volume through professional networking, loan reviews, account opening, and marketing.
- Created strategies to develop and expand existing customer sales, resulting in “Exceed Performance” awards/goal set forth by the bank.
- Awarded the “Green Award”, after receiving a score of 95% or above on all branch audits, in which I was the Lead Manager responsible for keeping branch in compliance.
- Received numerous awards (Outstanding Customer Services Award) and compliment letters, acknowledging the customer services I provided to my customers as exceptional.
Phone
216-509-0152, 216-509-0152
Notary Republic
Commission 10/1/2028
Timeline
Branch Banking Assistant Leader
FLAGSTAR BANK
07.2012 - Current
Teller Manager II
Citizens Bank
01.2009 - 07.2012
BACHELOR OF ARTS - LIBERAL ARTS
Cleveland State University