Gary Martin
Medford,MA
Summary
Experienced Senior Manager proficient in managing reporting, budgeting and compliance areas. Adept at updating and working with executive leadership. Bringing superior skills in planning, negotiation and complex problem-solving gained over 15 years of upscale family dining restaurant experience. Multi-talented Senior Manager well-versed and highly effective at developing, executing and directing key improvements to enable business enhancements and growth. Visionary leader with solid success leading business operations toward growth. Versatile branch manager offers financial consulting, cash handling and employee coaching and training expertise coupled with outstanding time management and conflict resolution skills. Seasoned leader with several years of experience overseeing day-to-day operations of branch. Committed to finding creative ways to motivate employees to exceed customer service and sales goals.
Overview
18
18
years of professional experience
Work History
Bank Branch Manager
Santander Bank Us
Middleton, MA
11.2022 - 10.2024
- Ensured compliance with banking regulations and internal procedures.
- Supervised a team of 5 staff members to ensure quality customer service.
- Developed and implemented customer service policies to ensure efficient operations of the branch.
- Provided support to bank personnel in resolving customer inquiries.
- Conducted regular meetings with employees to discuss goals and performance issues.
- Maintained confidentiality of all banking records and transactions.
- Created strategies for improving customer satisfaction levels at the branch.
- Established relationships with corporate clients to identify potential business opportunities.
- Resolved customer complaints promptly and efficiently while ensuring excellent customer service standards.
- Organized training sessions for new employees on proper banking procedures and regulations.
- Managed the day-to-day operations of the branch including scheduling, staffing, budgeting.
- Served as a liaison between customers and upper management when needed for complex matters or disputes resolution.
Senior Manager
The Cheesecake Factory
Peabody, MA
09.2006 - 08.2022
- Monitored key performance indicators and made operational adjustments, maximizing success.
- Developed and recommended strategies to maximize revenue.
- Identified and actioned strategies to drive growth and end-customer experience.
- Drove revenue growth by leveraging knowledge of business and industry.
- Maintained adequate staffing to meet objectives within budget.
- Promoted people-first servant leadership model by providing resources, allowing employees to grow and thrive.
- Cultivated relationships to grow and expand market share.
- Provided direction and coaching to direct reports through team and one-on-one meetings.
- Amplified company vision and culture to inspire diverse pool of talent.
- Initiated and implemented ideas to improve services and business development efforts.
- Created preventative measures to minimize recurrence of issues.
Education
Bachelor of Arts - Counseling Psychology
Atlantic Union College
South Lancaster, MA05.1998
Skills
- Operations Planning
- Influencing and Negotiating
- Sales Channel Analytics
- Business Performance Management
- P&L Oversight
- Good Judgment
- Data-Driven Decision-Making
- Employee Coaching and Motivation
- Problem Resolution
- Documentation and Reporting
- Hiring and Training
- Training and Development
- Revenue Forecasting
- Employee Development
- Performance Evaluations
- Verbal and Written Communication
- Process Improvement
- Shift Scheduling
- Calm Under Pressure
- Time Management
- Strategic Planning
- Customer Relationship Management
- MS Office
- Professional and Courteous
- Cross-Functional Communication
- Team Building
- Complex Problem Solving
- Decision Making
- Negotiation and Conflict Resolution
- Operations Management
- Sales Leadership
- Expert in risk management
- Excels in team leadership
- Relationship Building
- Customer Service
- Risk Mitigation
- Coaching and Mentoring
- Branch Operations Management
- Relationship building and management
- Sales Development
- Performance Reviews
- Interviewing and Hiring
- Deductive reasoning ability
Accomplishments
- Promoted from server to classroom facilitator, in less than 12-months.
- Recognized as Employee of the year of 2007 for outstanding performance and team contributions.
- Promoted to management due to my understanding of guests needs is unmatched.
- Awarded manager of the quarter for providing an environment for absolute guest satisfaction.
References
References available upon request.
Timeline
Bank Branch Manager
Santander Bank Us
11.2022 - 10.2024
Senior Manager
The Cheesecake Factory
09.2006 - 08.2022
Bachelor of Arts - Counseling Psychology
Atlantic Union College
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