Eboni Ilinets
California,MD
Summary
Accomplished and performance driven Director of Branch Operations driving client satisfaction through in-depth portfolio analysis and comprehensive investment tracking. Eagerly collaborated with 17+ like-minded colleagues to deliver detailed financial planning presentations and webinars for maximum client reach and service promotion. Proponent of continuing education to update staff knowledge of regulatory changes and industry best practices. Proficiently works under pressure, adapt easily to new situations and challenges to best enhance the organizational brand. Applying creative and analytical approach to operations for continuous process improvement.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Assistant Operations Manager
Motor Vehicle Administration - Field Operations
2023.11 - Current
- Collaborated with cross-functional teams to achieve project milestones on time and within budget constraints.
- Championed process improvements that led to cost savings without compromising quality or service levels provided to customers.
- Managed inventory control efforts, reducing waste and maintaining optimal stock levels at all times.
- Cultivated a culture of continuous learning and improvement within the team by promoting professional development opportunities and sharing best practices among colleagues.
- Promoted a positive work environment, leading to increased employee satisfaction and reduced turnover rates.
- Set clear expectations for team members regarding performance standards and accountability measures, fostering a culture of excellence at all times.
- Mentored new employees, ensuring a smooth transition into the workplace and fostering long-term success in their roles.
- Oversaw work of 50 personnel, with 4 direct reports.
- Launched staff engagement, gender diversity and cultural programs in addition to robust reporting tool that increased operational quality.
- Conducted regular performance evaluations of staff members, identifying areas for professional growth and development opportunities.
- Established strong relationships with vendors, negotiating favorable terms for supplies and services contracts that saved company resources.
- Built high-performing teams through effective recruitment, onboarding, and talent development initiatives.
- Boosted employee morale and reduced turnover through development and implementation of comprehensive rewards and recognition program.
- Reduced operational risks while organizing data to forecast performance trends.
- Implemented quality control systems to boost overall product consistency and reliability.
- Led successful change initiatives, ensuring seamless transitions during organizational restructuring efforts.
- Analyzed data trends to identify potential bottlenecks in operations workflow, implementing strategies to mitigate risks accordingly.
- Streamlined operational processes by implementing new strategies and procedures, resulting in increased efficiency.
- Enhanced employee performance by developing comprehensive training programs tailored to individual needs.
- Coordinated with other departments on joint projects, streamlining processes for maximum efficiency across all the business.
- Improved communication within the team through regular meetings, updates, and open channels of communication.
- Helped team members maintain business professionalism by coaching each on methods for delivering exceptional service to every customer.
- Developed comprehensive reports to inform management decisions.
- Assisted in recruiting, hiring and training of team members.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
Branch Operations Manager, AVP
PNC Bank
2021.05 - 2023.11
- Identified opportunities to improve business process flows and overall departmental productivity.
- Coached and encouraged lower performing branches in Greater Maryland, raising overall regional performance by 8%. Supported Greater Maryland with special projects , planning , and presentations.
- Improved employee retention by 20% through use of merit-based promotion, targeted training programs and team-building exercises.
- Formulated new performance goals for staff and provided effective methods for reaching milestones, achieving 87% success rate.
- Educated 100's of clients on diverse financial matters and provided professional recommendations on investment opportunities, budgeting, accounting, products and services based on each clients' individual needs.
- Expanded small business portfolio by implementing community outreach campaign targeting local business owner. Restored 150% in production.
- Influenced individuals and families to build and execute wealth management strategies based on unique goals and objectives. Growing each household finances by 5%.
- Analyze gaps in market and reached out personally to onboard new clients, process transfer paperwork and set up new accounts.
- Revitalized overall sales by 27% and exceeded sales target by employing consultative sales tactics and superior customer care.
- Prioritize integration training and sound compliance by orchestrating partnership with leadership. 100% participation in WBT's.
- B2B and B2C presentations to earn clients business , closing 75% of generated deals in October of 2022.
- Partnered with local organizations to provide specialized financial planning support to diverse populations with unique needs.
- Created business plan and identified target customers by interacting on phone and in person, handling basic inquiries and providing solutions.
- Prepared for and coordinated marketing events, created marketing material and increase customer base and grow revenue.
- Supplied in-depth financial service and support for customers seeking assistance or guidance with personal and corporate finances.
- Engage in direct communication with clients through phone, zoom, and face-to-face meetings, and would serve as the initial point of contact for addressing client queries, resolving issues, and proactively fulfilling their requirements.
- Expanded customer base through community outreach and strategic business partnerships.
- Identified opportunities to improve business process flows and productivity.
- Partnered with local high schools to promote branch savings accounts, improving student enrollment in accounts by 62%.
- Deployed optimal safety practices to reduce work site complaints, hazards, incidents or lost-time accidents to improve overall wellbeing of branch.
- Improved average customer satisfaction scores from 2.7 to 8.9 in first year through direct customer engagement and implementation of revised noneffective procedures.
- Strong understanding of banking regulations, including BSA Act, PATRIOT Act, OFAC, Reg CC, Reg G, Reg O, and other relevant federal regulations
- Recruited, interviewed, hired and trained 7 employees and implemented mentoring program to promote positive feedback and engagement.
- Established and enforced internal controls, workflows and policies for tracking, reconciling and reporting on accounting activities. increase overall audit results to 97%.
- Supported Market and Regional Manager with special projects and additional job duties.
- Communicated business concepts and expected functional behavior to developers and other stakeholders.
- Oversaw successful implementation of operational strategies and policies to drive organizational growth and productivity.
- Collaborated with senior management to develop and execute long-term corporate goals and objectives.
- Developed systems and procedures to improve operational quality and team efficiency.
- Mentored and coached team members to foster productive and engaging work environment.
Assistant Collections Operations Wealth Manager
Ally Financial
2020.08 - 2021.05
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
- Worked in call center environment handling manual and automatically dialed outbound calls.
- Monitored accounts for compliance with established payment plans and flagged non-compliances.
- Trained 3+ new team members on scripts, company services and collection strategies.
- Compiled and analyzed data for review by senior management of loan loss reports to measure portfolio performance.
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications and missed deadlines.
- Worked in matrix management environment with oversight of division level managers, operations, sales, finance, human resources, safety and compliance.
- Reached out to approximately 100+ account holders daily.
- Trained and mentored new employees on collection methods, documentation requirements and performance strategies.
Senior Universal Member Service Representative
Vystar
2019.05 - 2020.08
- Managed relationships with banking customers , analyzed clients financial needs , developed long term business relationships , and increased clients deposits by 35 %.
- Prioritized importance of coordination and planning skills to achieve results according to schedule, achieving 110%- 120% of sales obligations month over month.
- Managed portfolio of 150+ clients with average network of 800k.
- Collaborated with team members to achieve target results.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Adhered to established security procedures and reported potential fraud or safety violations to.
- Drove operational improvements which resulted in savings and improved profit margins.
Assistant Branch Sales Manager
Axiom Bank
2018.12 - 2019.05
- Increased branch revenue by 5 % through Effective selling tools.
- Managed branch sales, customer service, finances, and record keeping.
- Coordinated calls 40+ to prospective and existing customers, acceptance of small business loan applications and referrals to other product specialists.
- Reviewed operations reports to understand numbers and trends.
- Lead staff of 6+ personnel by , and ensuring compliance.
- Supervise staff of 6+ in operations such as account management, customer service, implementing training, engaging in new financial strategies, compliance operations, and recording and analyzing results.
- Reviewed credit applications directly and overhauled credit application process, reducing branch risk by 48%.
- Directly managed employee scheduling and modified teller protocol, reducing average customer wait time by 30%.
- Collaborated with 6+upper management officials to implement continuous improvements .
- Resolved customer complaints to maintain high level of satisfaction.
- Maintained involvement in community affairs to foster and promote favorable bank image and public trust.
- Developed and managed employee schedules, balancing individual requests and requirements with business needs.
Education
Bachelor of Science - Public Safety Management
Florida State College At Jacksonville
Jacksonville, FL05.2017
Associate of Arts - Criminal Justice
Florida State College At Jacksonville
Jacksonville, FL05.2016
Skills
- Sales Records Management
- Operational Efficiency
- Customer Accounts Management
- Conflict Management
- Financial Management
- Business Pipeline Development
- Staff Recruitment and Hiring
- Branch Operations Management
- Interpersonal communication
- Wealth Management
- Communication
- Invoicing
- Customer Service And Support
- Demand Planning
- Planning Skills
- Order Management
Accomplishments
Received PNC " Outstanding Sales Achievement ” award in 2021 for exemplary consumer sales , and recognition for growing over all Business Banking Sales by 110% .
Certification
- Business Analytics Professional Certification - University of Maryland Global Campus- In Progress 2023
Professional Training
- NMLS # 2153211
- Fundamental of sales coaching and skills
- Managing employees performance : employee development'
- Employee Performance : observation , feedback , and documentation
- Micro business training
- Preparing for emergencies at work
- Preparing for active shooting
- Inside and outside sales risk management
- Maintaining the security of confidential information
- Payment solutions - Treasury management
- AML high risk businesses
- Risk UDAAP
- Recognize red flags of money Laundering , Terrorist Financing sanction violations
Timeline
Assistant Operations Manager
Motor Vehicle Administration - Field Operations
2023.11 - Current
Branch Operations Manager, AVP
PNC Bank
2021.05 - 2023.11
Assistant Collections Operations Wealth Manager
Ally Financial
2020.08 - 2021.05
Senior Universal Member Service Representative
Vystar
2019.05 - 2020.08
Assistant Branch Sales Manager
Axiom Bank
2018.12 - 2019.05
Bachelor of Science - Public Safety Management
Florida State College At Jacksonville
Associate of Arts - Criminal Justice
Florida State College At Jacksonville
- Business Analytics Professional Certification - University of Maryland Global Campus- In Progress 2023
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