Eric Norman
Kalamazoo ,MI
Summary
Proficient bank management professional offering an organized and driven approach. Familiar with tracking metrics, generating reports and giving presentations to senior management. Talented sales leader and customer service expert.
Overview
10
10
years of professional experience
Work History
Financial Center Manager
Fifth Thrid Bank
08.2021 - Current
- Checked payroll, vendor payments, commissions and other accounting disbursements for accuracy and compliance.
- Implemented a system for tracking and monitoring sales activities, enabling data-driven decisions on branch performance and growth areas.
- Increased customer satisfaction by implementing new service protocols and streamlining branch operations.
- Supported financial director with special projects and additional job duties.
- Collaborated with senior management to develop strategies for increasing market share and overall profitability.
- Created strategies to develop and expand existing customer sales, resulting in increase in annual sales.
- Boosted branch revenue through targeted marketing campaigns aimed at attracting new clients and retaining existing ones.
- Assessed employee performance and developed improvement plans.
- Improved cash management procedures, ensuring accurate cash handling practices across all transactions within the branch.
- Compiled database of loan applicants' credit histories, financial statements and other financial information.
- Strengthened cross-selling initiatives by identifying customers'' financial needs and recommending suitable products or services.
- Managed daily branch operations for optimal efficiency and performance, resulting in improved customer experiences.
- Led a team of banking professionals, providing regular coaching and development opportunities for career growth.
- Enhanced employee engagement by organizing team-building activities, training sessions, and open communication channels within the branch.
- Optimized staff productivity through effective scheduling, task delegation, and performance monitoring.
- Promoted a culture of innovation by encouraging staff to share ideas and solutions that improved overall branch operations and customer service levels.
- Implemented risk management processes to identify potential risks, reducing losses and maintaining compliance with regulatory requirements.
- Coordinated community outreach events to strengthen brand presence locally while establishing meaningful connections within the area served.
Assistant Center Manager
Fifth Third Bank
03.2021 - Current
- Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
- Coordinated events and programs for the center, boosting community engagement and participation.
- Supervised creation of exciting merchandise displays to catch attention of store customers.
- Managed client records in compliance with privacy regulations, ensuring confidentiality of sensitive information at all times.
- Assisted in budget preparation by providing input on resource needs based on operational projections.
- Trained and guided team members to maintain high productivity and performance metrics.
- Evaluated employee performance against established benchmarks for continuous improvement opportunities.
- Implemented risk management strategies to mitigate potential losses and safeguard the bank''s assets.
- Collaborated with senior management to develop strategic plans for business growth and increased profitability.
- Championed cross-selling initiatives that enhanced product penetration per household.
- Mentored team members, fostering professional growth and improved overall performance.
- Oversaw operational efficiency by conducting regular reviews of branch policies and procedures.
- Developed strategic plans for day-to-day financial operations.
Personal Banker II
Fifth Third Bank
05.2018 - Current
- Streamlined daily operations, ensuring accurate transaction processing and efficient customer service delivery.
- Generated new business by conducting thorough financial needs assessments and offering tailored products to clients.
- Utilized strong interpersonal communication skills during client interactions, resulting in increased trust and fostering long-lasting relationships.
- Leveraged advanced knowledge of banking products/services to deliver custom presentations that effectively addressed unique client needs.
- Worked closely with management to strategize sales techniques to increase branch production and customer service.
- Exceeded individual performance metrics consistently while maintaining exceptional levels of client satisfaction ratings throughout tenure as Personal Banker.
- Supported managers in implementing operational improvements that increased efficiency across the branch network.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Assisted in developing and implementing branch sales goals, motivating team members to achieve targets and drive business growth.
- Trained new hires on customer service policies and procedures.
- Mentored junior personal bankers, sharing industry knowledge and best practices for career development.
Personal Banker
Fifth Third Bank
01.2017 - Current
- Assisted customers with setting up or closing accounts, completing loan applications, and signing up for new services.
- Established new accounts for high net worth individuals and serviced existing accounts to maximize revenue.
- Tracked and processed customer account requests and applications.
- Maintained customer records and updated account information.
- Expanded client base by promoting new financial products.
- Utilized customer relationship management software to provide accurate and complete customer service.
- Exceeded individual performance metrics consistently while maintaining exceptional levels of client satisfaction ratings throughout tenure as Personal Banker.
- Leveraged advanced knowledge of banking products/services to deliver custom presentations that effectively addressed unique client needs.
- Delivered comprehensive financial advice, strengthening client relationships and promoting long-term loyalty.
- Backed up teller team by handling needs of new and existing customers at main counter.
- Boosted sales of bank products through effective cross-selling and up-selling techniques.
- Cross-sold bank products and services to meet customer needs and provide options.
Sales Manager
Comcast
05.2015 - 01.2017
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Achieved established KPI for company, regional team and individual performance through teamwork and focus on customers.
- Collaborated with advertising group to create uniformity between advertising messages and retail incentives.
- Collaborated cross-functionally with headquarters, regional and other teams nationally to maintain consistent message and experience.
- Recruited and hired top-level talent to add value and expertise to sales department.
- Achieved sales goals and service targets by cultivating and securing new customer relationships.
- Held one-on-one meetings with sales team members to identify selling hurdles and offered insight into best remedy.
- Organized regular sales meetings to review progress, share best practices, and set achievable targets for continued success.
- Engaged in product training, demonstrations, consumer awareness, branding, and acquisition initiatives to raise awareness and revenues.
- Led a successful sales team by providing motivational coaching and performance-based incentives.
- Compiled and analyzed data to determine approaches to improve sales and performance.
- Analyzed market trends to identify new business opportunities, leading to expansion into profitable territories.
- Facilitated business by implementing practical networking techniques.
- Demonstrated products to show potential customers benefits and advantages and encourage purchases.
- Grew sales and boosted profits, applying proactive management strategies and enhancing sales training.
Store Manager
Verizon Wireless
08.2014 - 05.2015
- Improved customer satisfaction through staff training in customer service and product knowledge.
- Optimized labor scheduling according to store needs while adhering to budget constraints, maximizing productivity without compromising service quality.
- Managed inventory control, cash control, and store opening and closing procedures.
- Reconciled daily sales transactions to balance and log day-to-day revenue.
- Assisted with hiring, training and mentoring new staff members.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Assisted in recruiting, hiring and training of team members.
- Coached sales associates in product specifications, sales incentives, and selling techniques, significantly increasing customer satisfaction ratings.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Maintained open lines of communication with corporate headquarters, sharing pertinent information about store performance and requesting support when needed.
- Developed a successful employee retention plan, reducing staff turnover rates significantly.
- Developed and implemented successful staff incentive programs to motivate employees.
Education
High School Diploma -
Berrien Springs High School
Berrien Springs, MI05.2007
Skills
- Sales professional
- Business Relationship Management
- Financial Instruments
- Certified Treasury Professional
- Team Building Leadership
- Sales management
Timeline
Financial Center Manager
Fifth Thrid Bank
08.2021 - Current
Assistant Center Manager
Fifth Third Bank
03.2021 - Current
Personal Banker II
Fifth Third Bank
05.2018 - Current
Personal Banker
Fifth Third Bank
01.2017 - Current
Sales Manager
Comcast
05.2015 - 01.2017
Store Manager
Verizon Wireless
08.2014 - 05.2015
High School Diploma -
Berrien Springs High School
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