Ebony Nelson
Houston,Texas
Summary
Professional sales-focused manager with 9+ years of management experience in diverse fields. Proven history of building relationships with satisfied customers. Equally skilled as management leader and meticulous number cruncher focused on overall operational performance.
Dedicated worker motivated to maintain customer satisfaction and contribute to company success.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Assistant Branch Manager
Wellby Financial Credit Union
03.2023 - Current
- Responded to customer concerns, working with manager to significantly raise customer satisfaction ratings.
- Conducted weekly staff meetings to motivate staff members, address concerns, and questions, plan improvements and evaluate progress toward goals.
- Developed and managed employee schedules, balancing individual requests and requirements with business needs.
- Supervised and evaluated staff to help improve skills, achieve daily objectives, and attain advancement.
- Demonstrated knowledge of branch financial products, loans and lines of credit.
- Facilitated customer satisfaction by executing personal communication and frequent follow-ups.
- Trained and developed new team members in alignment with branch service standards and objectives.
- Reviewed credit applications for risk factors and credit worthiness.
- Collaborated with tellers, universal bankers and personal bankers to exceed sales goals.
- Complied with regulatory guidelines and requirements.
- Interviewed and hired talented individuals with top-level strengths, improving organizational talent, and skill set.
- Met deadlines by proactively managing individual and team tasks and streamlining processes.
Assistant Branch Manager
First Convenience Bank
03.2020 - 01.2023
- Overseeing daily operations and task that need to be done, manage and maintain duties and tasks for the Branch manager, checking emails, assist with hiring new employees and documentation, manager on duty at all times, phone handling
- Disciplinary action, upholding the company’s policy, making schedules, approving time, facilitating morning meetings with staff, executing monthly staff performance evaluations to make necessary improvements
- I proficiently navigate through multiple software systems, opening and closing checking and savings accounts, selling products such as insurance, , verifying issuance of checks. I help the company grow in business and sales, wire transfers, statement copies, withdrawals, check cashing, sell money orders
- I drive in marketing to the public, organizing effective marketing campaigns and flyers, involvement in the community and giving back, meeting with multiple companies to grow the business
- I have large cash handling experience totaling more than 500K, auditor of the branch which includes counting drawers of tellers, supervisors, and management. In charge of banks Vault, processing monthly cash orders for the bank, sell and receive money.
Customer Service Manager
Walmart
02.2014 - 08.2019
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques and ensuring diversity awareness .
- Supervised employees and assessed performances to determine development opportunities for hourly associates in an assigned area and define accurate plans for decreasing process lags.
- I uphold the company’s open-door policy by meeting with associates and listening to concerns, researching issues, reviewing company policies and procedures, and providing resolutions for Associates, including proactively seeking out associate comments and concerns by meeting with associates in their work area.
- I ensure compliance with Company policies and procedures by holding hourly associates accountable. Implementing action plans to correct deficiencies, and providing direction and guidance on executing Company programs and strategic initiatives.
Education
Associate of Science -
San Jacinto College
Houston, TXSkills
- Operations management
- Strong interpersonal skills
- Staff management
- Vault audits
- Financial software
- Loan application assessment
- Cash handling
- Proficient in Microsoft Word, PowerPoint, and Excel
- Risk analysis
- Sales management
- Risk mitigation
- Compliance management
Certification
Notary In the State of Texas
BSA Compliant - Bank Secrecy Act
SAR Compliant - Suspicious Activity Report
IRA Certified
Medallion Guarantee Certified
Fraud Prevention Specialist
Timeline
Assistant Branch Manager
Wellby Financial Credit Union
03.2023 - Current
Assistant Branch Manager
First Convenience Bank
03.2020 - 01.2023
Customer Service Manager
Walmart
02.2014 - 08.2019
Associate of Science -
San Jacinto College