Gustina Esumike

• Revised loan review audit procedures, reducing risk by 18%

• Approved/declined loans according to company’s guidelines

• Improved staff satisfaction numbers by 60% through the implementation of mentor programs and transparent promotion procedures.

• Coached and encouraged lower performing employees in the branch, raising overall branch performance by 8%

• Reviewed credit applications directly and overhauled credit application process reducing branch risk by 48%

• Collaborated with other branch managers on team coaching

• Expanded community outreach and created an incentive-based program for loan officers.

• Directly managed employee scheduling and modified teller protocol, reducing average wait time by 45%

• Maintained and updated records and tracked databases.

• Processed and input monthly loan payments in computer database.

• Processed loan applications and collected payments.

Made outbound collection calls; received incoming calls; and scheduled payment dates.

• Develop strategies for better workplace efficiency and goal achievement
• Email and phone correspondence
• Liaise between managers, customers and employees
• Provide direction to staff
• Monitor spending patterns and budget
• Fill in for General Manager (GM) in times of absence
• Make executive decisions, hold meetings and provide accountability
• Increased loans by 50 and maintained weekly staff schedules
• Assisted customers with setting appointments, special order requests, and arranging merchandise pick-up.
• Provided primary customer support to internal and external customers.
• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.

• Motivates workers through incentives and positive feedback
• Develops and implements budgets
• Prepares reports for management
• Ensures workers have resources to complete their work
• Updates job knowledge by participating in educational opportunities, reading professional publications, and participating in professional organizations
• Accomplishes organization goals by accepting ownership for accomplishing new and different requests and exploring opportunities to add value to job accomplishments.
• Boosted branch sales by developing and deepening customer loyalty through incentive programs.
• Assessed expansion plans and presented costs to forecast trends and recommend changes.
• Met deadlines by proactively managing individual and team tasks and streamlining processes.
• Recommended loan approvals and denials based on customer loan application reviews.
• Increased monthly staff retention rate after implementing new training programs.
• Enhanced branch production rates by handling staff conflicts, evaluations, hiring and termination processes, and coaching employees on company protocol and payroll operations.
• Protected company assets with a strategic risk management approach.
• Maintained friendly and professional customer interactions.

• Develop strategies for better workplace efficiency and goal achievement
• Liaise between managers, customers and employees
• Fill in for General Manager (GM) in times of absence
• Make executive decisions, hold meetings and provide accountability
• Achieved recognition for contribution to store success by optimizing sales.
• Offered hands-on assistance to customers, assessing needs and maintaining current knowledge of consumer preferences.
• Exceeded sales goals and accomplished business objectives by inspiring staff and promoting target products.
• Verified inventory counts remained within monthly tolerance levels and compiled financial data in compliance with budget.
• Helped with planning schedules and delegating assignments to meet coverage and service demands.
• Set and enforced policies focused on increasing team productivity and strengthening operational efficiency.