Diandra Ko
Bakersfield,CA
Summary
As a Small Business Banker Manager with extensive experience leading teams and helping manage client relationships, I have developed a strong foundation in both strategic planning and operational execution. Throughout my career I have worked on several project teams where I contributed to the development and implementation of strategic initiatives aimed at driving business growth and improving customer experience. My hands on experience with small business clients has given me a unique perspective on the challenges and opportunities in the marketplace, allowing me to align business strategies with client needs effectively.
I am eager to leverage my background in banking, team leadership, and partnering with project teams. I am passionate about creating innovative strategies that align with organizational goals, optimizing processes, and leading initiatives that will empower our teams and enhance overall performance for the company.
Overview
18
18
years of professional experience
Work History
SVP, Small Business Banker Manager
Bank of America
Bakersfield, CA
02.2020 - 10.2024
- Led the first successful hybrid team of Small Business Consultants and Small Business Bankers for Central CA
- Directly managed a team of Small Business Bankers who provide comprehensive financial solutions to business with annual revenues between $1 million to $20 million
- Provided strategic guidance to executive team on operational decisions and initiatives.
- Managed relationships with all partners including integration partners, to ensure successful collaborations.
- Recruited, trained, mentored, and evaluated Small Business Bankers in order to optimize their effectiveness.
- Proven leader with the ability to influence and achieve variability excellence
- Assisted in the development of new Coaching Management process
- Participated in the region and division Executive council to help with process improvement and improve employee satisfaction
Financial Center Manager
Bank of America
Bakersfield, CA
10.2014 - 03.2020
- Responsible for developing and implementing strategies to maximize financial center profitability.
- Managed the daily operations of a financial center, including staffing, customer service, sales and marketing activities.
- Ensured compliance with all applicable laws, regulations and policies related to banking operations.
- Provided guidance and leadership to financial center staff in order to ensure adherence to established procedures and standards.
- Developed long-term relationships with customers through proactive outreach efforts such as seminars and promotional events.
- Performed regular audits of branch records in order to identify areas of improvement or potential risks.
- Conducted performance reviews for branch personnel in order to assess individual contributions and provide feedback on areas requiring further development.
- Resolved customer complaints in a timely manner while maintaining a high level of professionalism.
- Engaged in business development activities such as cold calling prospective clients, attending networking events., in order to increase customer base.
- Provided training sessions on new products and services offered by the bank.
- Prepared monthly reports summarizing operational performance metrics such as customer satisfaction levels, deposit growth trends, sales goals achieved vs missed targets.
- Market Operations and Initiatives champion
Enterprise Retail Sales Manager
Bank of America
Bakersfield, CA
05.2016 - 02.2020
- Built and led a successful team of 18 loan officers across Central California.
- Developed strategies to increase lending and create opportunity for clients
- Created weekly and monthly reports on performance and sales objectives.
- Managed staffing schedules, interviewed potential employees, and provided training for new hires.
- Developed and maintained relationships with potential customers to increase loan business.
- Reviewed credit histories, income statements, and other financial information of loan applicants.
- Analyzed financial data to determine the feasibility of granting loans.
- Negotiated terms and conditions of loan contracts.
- Verified accuracy of loan documents prior to approval.
- Prepared reports detailing loan portfolio performance metrics.
- Explained various types of loans available to customers and their associated terms and conditions.
- Interacted with underwriters, real estate agents, and title companies during the processing of a loan application.
- Provided customer service support throughout the entire process from application through closing.
- Maintained current knowledge regarding new laws, regulations, policies, procedures, products, services. related to consumer lending operations.
- Built referral business by meeting with local financial planning, home builders and real estate professionals.
Financial Center Operations Manager
Bank of America
Bakersfield
10.2011 - 10.2014
- Established and maintained effective relationships with clients, colleagues, vendors, and other stakeholders.
- Developed strategies to improve efficiency in daily operations and ensure compliance with applicable laws and regulations.
- Monitored financial performance of the center, identified areas for improvement and implemented corrective measures as needed.
- Provided guidance and direction to staff members on operational policies and procedures.
- Identified potential risks associated with financial transactions and took appropriate action to mitigate them.
- Planned, organized, managed, scheduled and supervised all activities related to the center's operations.
- Ensured timely delivery of services by monitoring customer service levels, response times and quality standards.
- Resolved customer complaints in a professional manner while maintaining high customer satisfaction ratings.
- Conducted regular audits of operational processes to identify opportunities for improvement.
- Created training materials for staff members on new or updated operational procedures or systems changes.
- Implemented best practices to increase overall productivity of the center's operations.
- Maintained up-to-date records of all financial transactions conducted within the center.
- Assisted in recruitment and selection process by interviewing candidates and making hiring decisions.
- Developed innovative strategies for marketing campaigns that increased client base and revenue growth.
Personal Banker
Bank of America
Bakersfield, CA
08.2006 - 10.2011
- Provided customer service to clients, including answering questions and resolving issues.
- Conducted account openings and closings for clients including home loans
- Greeted customers upon entering the bank and directed them to appropriate associate
- Small business champion
- Verified notary public
- Meeting and exceeding all sales and operational targets
Skills
- Strategic goals
- Partnership Development
- Organizational Development
- Strategic leadership
- Excellent communication skills
- Executive presence
- Process Improvements
Awards
Valiant Award 2021
Summit Pinnacle Award 2022
Timeline
SVP, Small Business Banker Manager
Bank of America
02.2020 - 10.2024
Enterprise Retail Sales Manager
Bank of America
05.2016 - 02.2020
Financial Center Manager
Bank of America
10.2014 - 03.2020
Financial Center Operations Manager
Bank of America
10.2011 - 10.2014
Personal Banker
Bank of America
08.2006 - 10.2011