GILLIAN VAUGHT-KIFFLE
St Louis,MO
Summary
Experienced sales professional seeking a career opportunity with a firm that will enable an individual to use leadership skills and experience to implement and manage operational duties. Desiring a team environment that can inspire others to become change agents that will enhance the customer service experience. Diligent financial professional with unsurpassed attention to detail and superior ethics.
Overview
18
18
years of professional experience
Work History
Senior Relationship Banker
First Bank
07.2023 - Current
- Increased cross-selling opportunities through identifying clients'' needs and recommending appropriate banking products.
- Developed personalized banking solutions to enhance customer satisfaction and retention.
- Managed complex account issues, ensuring timely resolution and maintaining client trust.
- Handled escalated complaints from dissatisfied customers professionally while finding mutually beneficial resolutions.
- Analyzed client portfolios to identify opportunities for growth and risk mitigation.
- Created custom dashboards that improve executive visibility into weekly leads by 20%.
- Mentored junior bankers, fostering skill development and enhancing team performance.
- Coordinated with internal departments such as credit analysis or risk management teams for obtaining necessary approvals on high-profile transactions.
- Directed campaign efforts that generated $53 million in new revenue within three months.
Branch Manager
UMB Bank Corporate Office
09.2022 - 04.2023
- Managed and inspired team members to perform to full potential, driving branch profitability.
- Increased customer base by acquiring new clients and identifying their specific financial needs.
- Expanded business banking relationships by initiating proactive outreach.
- Designed automated workflow rules that cut data entry time by 30% for my team.
- Built strong rapport with new and existing clients to better serve financial needs and promote branch loyalty.
- Achieved top customer service scores in Medallia by consistently meeting client needs.
- Worked cross-functionally to plan and establish branch goals, supporting strategic objectives.
- Completed month-end and year-end closings, kept records audit-ready and monitored timely recording of accounting transactions.
Independent Business Owner
Total Life Changes
01.2020 - 10.2020
- Designed detailed business plans to outline finances, goals and operations of company.
- Using blog content with attention to SEO and keyboard research, helping drive total site traffic by 56%
- Leveraged social media to promote services and assess customer needs and preferences.
- Communicated with industry partners to cultivate relationships and meet operational targets.
- Conferred with customers to understand needs and finalize purchase orders.
- Photographed products for sale and posted online to enhance visibility and highlight current availability.
- Kept building areas organized and functional to promote business productivity and deliver professional appeal to customers.
Senior Relationship Banker
PNC Bank
01.2017 - 01.2020
- Overseeing and managing daily operational duties - ATM and Cash Variance.
- Senior advisor assisting bankers with achieving weekly referrals and customer service goals.
- Led initiatives to improve cross-selling techniques, resulting in increased product adoption rates by making 25 calls per day increasing sales production by 10% weekly.
- Manage operational risk within team; access risk and insure adequate detective and preventative controls are in place to mitigate risk.
- Provide feedback to management on areas of improvement.
- Managed escalations with polite service, knowledgeable support and unsurpassed professionalism to satisfy needs and protect bank reputation.
- Leveraged CRM tools effectively to track client interactions and manage ongoing relationships efficiently throughout each engagement cycle.
Branch Manager
U.S. Bank
08.2008 - 12.2016
- Managed Loan portfolio of $4.6 million dollars and 1900 accounts.
- Interpreted financial data to aid in driving results to increase branch revenue.
- Coached and developed team on cross selling techniques to increase loan production.
- Minimized losses by implementing strategies to identify red flags in new accounts.
- Analyzed consumer behavior trends to inform branch strategy.
- Achieved highest customer service scores in the region by implementing effective training programs.
- Conducted behavioral interviews for entry level positions.
Education
Google IT Certification - IT Network Security
Coursera
Online08.2022
Bachelor of Arts - Marketing
Saint Louis University
St Louis, MO05.2002
Skills
- Strategic Communication & Negotiation
- Cross-Functional Team Collaboration
- Project & Time Management
- Client Relationship Management (CRM)
- Microsoft Office Suite (Excel, Word, PowerPoint)
- Salesforce management
Affiliations
Junior Achievements- 2016- present
Gateway 180 Women's Shelter- 2017-2020
Financial Literacy Volunteer- Ferguson Public Schools, Job Corp St. Louis
Timeline
Senior Relationship Banker
First Bank
07.2023 - Current
Branch Manager
UMB Bank Corporate Office
09.2022 - 04.2023
Independent Business Owner
Total Life Changes
01.2020 - 10.2020
Senior Relationship Banker
PNC Bank
01.2017 - 01.2020
Branch Manager
U.S. Bank
08.2008 - 12.2016
Google IT Certification - IT Network Security
Coursera
Bachelor of Arts - Marketing
Saint Louis University