Dustin Richardson
Owings Mills,USA
Summary
Dynamic professional with 20 years of developed experience managing market multi-unit associates, branches, cost center, sales, customer experience, total operations, and small business banking. Experience growing new business sales strategies to achieve overall fiscal success. Proven strengths in branch/call center acquisitions, process improvement, root-cause analysis, auditing, and coaching. Recognized for fostering best-in-class team and client culture focused on people, communication, performance management, reward, and recognition, and promoting an environment that values the diversity of people.
Overview
21
21
years of professional experience
Work History
Branch Leader
Truist Bank (formally SunTrust)
01.2022 - Current
- Lead, Manage and Coach the team to achieve meaningful Caring Conversations that will enable them to meet all our clients total banking needs.
- Deposit Growth is over 100% on performance scorecard by coaching to behaviors of gaining trust with clients by finding out what other outside assets they can bring to the bank.
- Voice Of Client for 2023, 2024 and YTD 2025 perfect 10 scores allowing the branch to maximize scorecard around this critical non-negotiable expectation.
- Small business expert within the branch by having community outreach events, in branch education seminars and providing our value proposition to get the entire business portfolio.
- Promoted three relationship bankers to a branch leader role within market by utilizing IDP’s and following up with the teammate around success and opportunity to achieve success for the role.
- Financial Inclusion Champion within our market to help facilitate partnerships with internal partners and external partners around financial literacy around home ownership, business banking and overall banking 1 on 1 with businesses and their teammates
Division Manager
Heartland Global Payments
MD/DE
01.2022 - 01.2022
- Manage the Maryland and Delaware Division card credit card processing for Heartland. Responsible for hiring top talent professionals to exceed company goals and targets to grow the overall footprint in the area. Currently have a team of 7 however ramping up the team to 12-14 depending on opportunity needed.
- Coached and developed team to be leaders in their area by being relationship driven not widget driven.
- Weekly team calls to provide education, recognition, state of the division by myself and partners.
- Weekly one on ones to provide individual coaching and ensure they are following income projections needed to exceed personal and company goals.
- Leveraged field support and observe customer business meetings to provide on the spot coaching on the strengths and opportunities of the appointment.
Regional Director
Coverall
Columbia, MD
01.2020 - 01.2022
- Director of a team of 5 B2B Sales/Marketing specialists, 3 Operation specialists, 1 Operations manager, and one office admin. Execute plans to exceed the Sales/Revenue/Net goals monthly, 98.7 Customer retention rate while ensuring ongoing training with existing and new Franchise Owners.
- Promoted an operation’s specialist into an operations manager role.
- Ranked #2 in our company footprint out of 9 offices.
- Coached, Trained and Developed teams daily to ensure they show success in roles.
- Inspect what I expect and travel out in the field 4 days a week with my team.
Preferred Sales Team Manager-VP
Bank of America
Hunt Valley, MD
01.2016 - 01.2020
- Manager of a team of 16 preferred sales specialists who implemented plans to exceed the Sales/Revenue goals, Customer experience while achieving a non-negotiable 100% with Quality/Operations audits.
- Coached and Developed 2 Team Managers who have both shown success in their new roles.
- Highest performing team with overall sales and client experience/T2B scores.
- 100% with Quality/Operations month over month.
- ESAT committee leader which helped drive associate engagement and satisfaction across the Preferred Sales Organization at the enterprise level.
- Customer Experience and We Can Deliver Champion for the Preferred Sales Site at Hunt Valley.
Financial Center Manager IV-VP
SunTrust Bank
Rockville, MD
01.2015 - 01.2016
- Financial Center Manager of the second highest volume/opportunity within the area. Managed customer/business and teammate relationships was critical with winning in sales, customer experience and operations.
- Outstanding Total Small Business Value Points achieving over 150% month over month on the value scorecard.
- Increased Customer experience scores from 78% to 100% within the financial center and Drive-thru.
- Achieved perfect score ratings with no findings/discrepancies during the financial center and Drive-thru operations audit.
- Exceeded Consumer/Business DDA, Merchant Services and Credit Card targets respectively.
Small Business Banking Relationship Manager
Capital One Bank
Washington, DC
01.2013 - 01.2015
- Identified business needs for small business clients and provided custom solutions to exceed their financial needs. Conducted management within a BOB of a minimum of $250k-$2million, in a cluster of approximately 5 branches to enhance the business relationship with clients within the Mid-Atlantic region. Completed Omega certification.
- Leveraged appointments to assist business clients and achieved sales in both personal and business areas leading to overall client satisfaction and loyal relationship with the bank.
- Developed and maintained valuable partnerships with Regional Manager, District Manager, Branch Managers, Relationship Bankers, and other lines of business creating synergy with our One-Team All-In performance ensuring that all associates and customers win.
- Delivered on sales volumes and revenue targets by executing on the end-to-end behaviors of coaching associates while providing a world class experience consistently with every customer.
- Small business expert within the branches by providing daily/weekly communication and coaching to every branch associate to include the manager which ensured every branch to win.
- Reviewed BOB with Branch Manager and developed/executed plans to meet customers.
- Actively attended and presented at monthly check in meetings, with District Manager, Branch Managers, and COFA Partners, to discuss servicing, referrals and pending prospects and created action plans to exceed results.
- Managed team campaigns, within the Maryland Business Banking team, reporting best practices and needs to coach and develop team members to exceed team goals and win campaigns.
Financial Center Manager / Market Growth Leader-VP
Bank of America
Baltimore, MD
01.2005 - 01.2013
- Promoted to the Market Growth Leader of Baltimore. Primarily key responsibility for DDA acquisition and overall growth in the Market. Baltimore was ranked #1 within the entire Mid Atlantic region and consistently sustained performance. Balanced performance in Building Relationships in all sales metrics was instrumental with success.
- Ranked #12 within the entire franchise out of 171 total markets by focusing on acquisition and building relationships with our customers.
- Daily email and outlier conference call communication which helped drive accountability in all key Sales Metrics to include Consumer 1st DDA, Small Business, Savings, Merrill Referrals, Credit Card Applications and Home Loan Referrals.
- Created and maintained partnerships with business partners to include Merchant Services, ADP, Small Business Bankers, Home Loans and the Market President by weekly conference calls and monthly in person meetings and communicated the critical information to the entire market.
- Ensured operational proficiency during offsite events by Pre and Post communication with banking centers teammates that ensured 100% mystery shop bank compliance.
- Inspected Small Business account documentation and coached associates based on opportunity or recognized teams with flawless/error free execution.
- Conducted targeted banking center market visits daily to coach, develop, train and provide recognition around the key sales metrics by sharing best practices and observing coach the coach with the mangers and personal bankers. Displayed urgency around action required to move metrics by ensuring associate accountability that enabled the teams to achieve exceeds results.
- Weekly off-site education and calls with the market Small Business Specialists calling their business prospects that would generate 10 total SB appointments for the following week.
- Coached and trained associates through effective leadership by exemplifying the behaviors needed to be successful.
Education
Business Administration
JP McCaskey
Lancaster, PASkills
- Team management
- Sales leadership
- Teammate development
- Innovation skills
- Strong team-builder
- Excellent time management skills
- Relationship building and management
- Goals and performance
- Operations management
- Interviewing and hiring
- Sales development
- Risk analysis
- Business development
Timeline
Branch Leader
Truist Bank (formally SunTrust)
01.2022 - Current
Division Manager
Heartland Global Payments
01.2022 - 01.2022
Regional Director
Coverall
01.2020 - 01.2022
Preferred Sales Team Manager-VP
Bank of America
01.2016 - 01.2020
Financial Center Manager IV-VP
SunTrust Bank
01.2015 - 01.2016
Small Business Banking Relationship Manager
Capital One Bank
01.2013 - 01.2015
Financial Center Manager / Market Growth Leader-VP
Bank of America
01.2005 - 01.2013
Business Administration
JP McCaskey