- Getting involved in local advocacy groups to promote positive change in the community
Farrah Fortson
Summary
Visionary leader with a proven track record in business planning, strategic development, and customer care within the financial services sector. Effective collaborator with cross-functional teams to drive business initiatives, improve processes, and achieve organizational objectives. Committed to delivering exceptional customer experiences and fostering an inclusive workplace culture. Demonstrates strong analytical, strategic, and communication skills, with a passion for continuous improvement and professional growth. Experienced in employee relations, fostering positive workplace environments, and conflict resolution. Skilled in policy implementation, performance management, and compliance. Known for collaboration and adaptability, delivering effective solutions aligned with organizational goals. Dependable team player with a strong focus on achieving results.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Employee Relations Specialist
PNC Financial Services
07.2024 - Current
- Served as a liaison between employees and management, fostering open lines of communication for addressing concerns promptly.
- Collaborated with management to develop strategies for addressing employee concerns, resulting in a more positive work environment.
- Analyzed exit interview data to identify trends in employee dissatisfaction, informing strategic efforts to improve overall morale.
- Supported change management initiatives within the organization by facilitating clear communication channels between employees at all levels.
- Effectively managed complex employee relations caseloads, navigating sensitive situations and ensuring all parties were treated fairly and equitably.
- Assisted with the development of performance improvement plans for underperforming employees, ultimately leading to higher levels of job satisfaction and retention rates.
Talent Mobility Specialist
PNC Financial Services
11.2022 - 07.2024
- Dedicated to empowering internal employees navigating career transitions and job impacts
- Proficient in providing personalized career development guidance, facilitating smooth transitions, and fostering employee growth
- Skilled in assessing individual strengths, aspirations, and organizational opportunities to ensure mutually beneficial outcomes
- Passionate about cultivating a culture of continuous learning and professional development within the workplace
- Analyze data regarding internal mobility
- Provide visibility of internal talent to recruiting & Line of Business Managers
- Offer career development & transition support to internal staff members encountering job disruptions or seeking career growth
- Establish strategic partnerships with diverse internal stakeholders, maintaining open lines of communication and fostering strong relationships with line of business leaders and internal HR counterparts
Internal Support Supervisor
PNC Bank
02.2020 - 11.2022
- Charged with liaising with functional & specialized units in proffering recommendations for process improvement and providing a second line of support in executing company solutions to resolve customer issues and queries
- Leverage data in Tableau and other reporting software to inform decisions for effective use of human capital
- Analyze & make complex decisions on documentation against regulatory and legal requirements with potential significant financial impact to customer and organization
- Provide guidance to internal partners with complex escalated customer inquiries concerning products or services
- Analyzed performance metrics to identify areas for improvement and implement targeted strategies.
- Created a supportive environment where employees felt empowered to make decisions independently while still receiving guidance when needed.
- Increased first-call resolution rates by developing troubleshooting guides tailored specifically towards common technical issues faced by users.
Sr. Branch Manager
PNC Bank
07.2014 - 02.2020
- Ignited consumer and business household growth and catalyze immediate positive change by maintaining strategic community relationships to promote additional business and branch reputation
- Coordinated with cross-functional teams to maximize client loyalty by effectively formulating seasoned delivery programs that benefit all company clients
- Demonstrated business acumen in directing all operational aspects of the branch, including assessing local market conditions, identifying current & prospective sales opportunities, locating areas of improvement, and proposing corrective actions in achieving set goals and metrics
- Achieved measurable outcomes that added value to the company by executing and verifying timely resolutions of customer issues, driving improvements by monitoring the effectiveness of service delivery areas and processes resulting in 100% client satisfaction
- Executed strategies for improving profitability through sales, forecasting, and data analysis
- Collaborated with senior management to develop branch-specific goals aligned with company objectives.
- Championed community engagement initiatives that helped raise the brand''s profile while giving back to the local area through charitable endeavors.
Assistant Branch Manager
PNC Bank
07.2013 - 07.2014
- Earned the privilege of serving as the Regional Champion for Grow Up Great and Workplace banking by monitoring the overall effectiveness of branch operations, including customer transactions, business development, new account growth, superior customer service, and maintaining operational integrity
- Ensured the attainment of sales goals by effectively managing sales processes, including customer profiling, and customer & employee events, while providing business and consumer clients with financial solutions for financial well-being
- Instrumental in fulfilling all assigned sales and production goals, leading to increased profitability of branch strategic initiatives
- Participating and collaborating with community organizations & activities to enhance the company's awareness and image within the community leading to increased sales and revenue
- Pioneered the administration of quality management initiatives in various areas, including risk management, operational compliance, and performance improvement under company regulatory standards, policies, and practices
- Trained and developed new team members in alignment with branch service standards and objectives.
Teller Lead
PNC Bank
03.2009 - 07.2013
- Tasked with providing guidance and workflow directions to tellers under the bank's policies and procedures on customer transactions, business referrals, and company service areas
- Developed and implemented processes for stimulating positive experiences by counseling clients on beneficial investment/credit opportunities and monetary returns, mitigating risks, addressing operational errors, and investigating potential and actual security violations
- Propelled revolutionary advances by partnering with bankers to enhance, coach, and motivate new hires while supporting all onboarding and role development activities
- Championed the strategic planning and implementation of marketing principles and promotional sales events for commercial projects to support further financial growth
- Disbursed cash and checks accurately while maintaining security of cash drawers.
- Promoted a welcoming atmosphere in the branch by greeting customers warmly upon arrival and addressing them by name when possible.
- Assisted customers with account inquiries, resolving issues promptly and professionally.
- Managed high-volume transactions efficiently while maintaining attention to detail, ensuring accurate processing for customers.
Education
Bachelor of Arts - Business Administration
University of Phoenix
Tempe, AZ06-2026
Skills
- Strategic Planning
- Cross-functional collaboration
- Performance improvement strategies
- Disciplinary action management
- Diversity and inclusion Champion
- Coaching and mentoring
- Influencing skills
- Training leadership
- Emotional intelligence
- Presentation skills
- Consulting
- Problem Solving
Accomplishments
Collaborated with a select team of Employee Relations Investigators in the development of an Employee Relations "roadshow" to deliver to leaders across various lines of business.
Certification
- Diversity Recruiting Certificate, LinkedIn Learning, 07/01/22
- Recruiting Foundations: Recruiting for In-House, LinkedIn Learning, 07/01/22
Affiliations
- Board of Directors, Freedom House Detroit
- Advisory Board Member, Detroit Eastside Community Collaborative
- Women Business Development Chairperson, PNC Southeastern Michigan Market
- Workplace Committee Member, HR D&I Council
- Member, Detroit D&I Council
- Member, InForum
- Certified Minority Business Advocate
- Certified Women's Business Advocate
Awards
- Employee Business Resource Group Leadership Award Nominee, 2024
- I-Lead Award Winner, 2020
- Detroit Market All-Star, 2017
- 5-Star Service Excellence Branch Team, 2013-2019
- I-Lead - Leadership Award Winner, 2020- 2023
2024 Market All-Star, Regional President Pick
The Regional President of Southeastern Michigan is able to select one employee in the Market for outstanding contribution and collaboration. I was the 2024 selection for my leadership in diversity and inclusion programming within the market.
Interests
Timeline
Employee Relations Specialist
PNC Financial Services
07.2024 - Current
Talent Mobility Specialist
PNC Financial Services
11.2022 - 07.2024
Internal Support Supervisor
PNC Bank
02.2020 - 11.2022
Sr. Branch Manager
PNC Bank
07.2014 - 02.2020
Assistant Branch Manager
PNC Bank
07.2013 - 07.2014
Teller Lead
PNC Bank
03.2009 - 07.2013
- Diversity Recruiting Certificate, LinkedIn Learning, 07/01/22
- Recruiting Foundations: Recruiting for In-House, LinkedIn Learning, 07/01/22
Bachelor of Arts - Business Administration
University of Phoenix
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