Summary
Overview
Work History
Education
Skills
Timeline
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Elizabeth Ludovici

Brunswick,OH

Summary

Accomplished Banking Center Manager at CFBank, adept in branch administration and customer experience management. Excelled in leading teams to enhance sales and service, achieving significant customer satisfaction. Proven track record in sales coaching and relationship building, driving team development and operational efficiency. Managed a diverse team, fostering collaboration and multitasking abilities to meet and exceed business goals.

Overview

11
11
years of professional experience

Work History

Banking Center Manager

CFBank
07.2018 - 10.2024
  • Responsible for leading all aspects of day-to-day duties of managing a banking office and assisting the Retail Banking Supervisor in oversight of sales, operations, customer service, and business development within market, including profits and productivity. The Fairlawn branch had an increase of $17Million in sales first two quarters of 2024.
  • Train and supervise staff, ensuring compliance with bank policies and industry regulations.
  • Ensuring compliance with operations, risk, security and audit procedures and policies including proper documentation of client interactions.
  • Manages risk through adherence to all policies and procedures, demonstrating sound judgement through established limits.
  • Ensures branch daily operations and maintenance transactions are completed in an efficient and accurate manner.
  • Customer focused, knowledgeable of the values and practices that align customer needs and satisfaction as primary considerations in all business decisions and using the information in creating customized customer solutions.
  • Using my strong communication and problem-solving skills along with financial knowledge, to motivate our team to understanding the customers challenges and the best products to resolve the challenges through consultive sales.
  • Leading our team to conduct ourselves professionally, conduct business ethically, avoiding conflicts of interest and acting in the best interest of our clients and our financial institution.
  • Motivate team members through one-on-one coaching and stressing they are accountable for their own performance. Never letting an area which need improving to not be addressed in a compassionate way. I want every team member to have empathy and a willingness to treat our clients like they would their own family member.
  • Focusing on delivering exceptional customer service means every customer leaves happy, not just today, or tomorrow, but for many years to come. It's about memorable experiences that keep the customer coming back and recommending our financial institution to others.
  • Assist in marketing and publicizing new and existing products and services, often acting as liaison between my staff and other lines of business including by not limited to Treasury Management, Commercial Lending, and Residential Lending.

ASTLM-Assistant Store Team Lead Merchandising

Big Lots
10.2013 - 03.2018
  • Exceeds expectations with a merchandising score goal last year of 4.50, increasing that by .40 for a 4.90 score this year. Leads, directs and actively participates in all aspects of the merchandising process, including prep, stocking, financial management, and inventory control. Coaching associates on the needed actions to ensure a pleasing shopping experience for our customer. Ranking our store 78 in the region our of 472 ( of a possible 1400) within our company.
  • The percentage of transactions with company rewards cards exceeded our goal ranking us 56 in the region and 470 company wide. Providing leadership and direction to cashiers concerning asking for and issuing rewards cards.
  • Opens and closes the store providing leadership and direction to store associates performing all cashiering, customer service, recovery and furniture related activities on the sales floor. The employee turnover rate ranked us 6 in the region and 23 in the company, far exceeding expectations. This was achieved by working closely with associates on proper store procedures. This allows them to understand their important roll within the company.
  • When serving as manager on duty, responsible for all cash handling, insuring daily balances of tills, opening and closing the store, creating deposits and ensuring the cash safe is balanced for the day.
  • In part-time associates to store greater than 30 hours per week, we were ranked 1 in the region and 1 in the company far exceeding our goal. This was achieved by checking the forecasted vs. actual hours used when shift openings t insure the hours are within the forecasted limit. Cuts to hours were made appropriately.
  • Continually meeting all company standards while driving the customer experience and ensures resolution of customer issues. Works collaboratively with store manager to drive overall store performance.
  • Managed a team of 15 to 17 associates. Participates in the interviewing, selection, hiring, training and performance evaluations of associates in collaboration with the store manager. Administers appropriate coaching and disciplinary actions to associates according to company standards.
  • Controllable expenses to plan was ranked 51 in the region and 231 in the company. Down 9.3%, this is achieved by ensuring store safety measures are in place and closely monitoring payroll, and taking the necessary steps to make sure we are hitting our allotted hours.
  • Our furniture department had an increase in sales of 10% exceeding expectations by selling one million dollars this year. We were up 117.1% over goal in credit card sales. Obtaining new credit cards along with our new 5 step selling skills helped achieve this. Proper implementation of selling skills along with coaching all store associates gave the customer better service and expanded sales, ranking us 79 in the region and 395 in the company.
  • The shrink % vs goal exceeded expectations, ending the year at -1.38% ranking us at 142 in the region and 644th in the company. This was achieved by closely managing check ins, inventory, and coaching the associates on proper procedures and what they could do to improve shrink.
  • Continually meeting all company standards while driving the customer experience and ensures resolution of customer issues. Works collaboratively with store manager to drive overall store performance.


Education

High School Diploma -

Oak Glen High School
New Cumberland, WV

Skills

  • Branch Administration
  • Customer experience management
  • Goal Setting
  • Audit preparation
  • Sales Leadership
  • Relationship Management
  • Team coaching
  • Cash Flow Management

Timeline

Banking Center Manager

CFBank
07.2018 - 10.2024

ASTLM-Assistant Store Team Lead Merchandising

Big Lots
10.2013 - 03.2018

High School Diploma -

Oak Glen High School

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Elizabeth Ludovici