HANNAH HELD

Branch Operations Manager is responsible for ensuring all aspects of branch operations run accurately and adhere to bank policies, procedures, and regulations. This role also establishes service and sales activities to deliver extraordinary client experience, and ensure employees are hitting their sales goals. This position was responsible for maintaining current knowledge of operational and compliance procedures and ensure all employees are trained on compliance for all state, federal, and bank regulations in conjunction with operating procedures. As manager, assessed employee performance and developed improvement plans if needed. The BOM also performed monthly, quarterly, semi annual, and annual compliance certifications.

Developed plans and agendas for clients based on individual financial concerns and advised on specific aspects to improve financial health. Presented educational literature with goals of gaining new clients and educated larger groups on healthy financial living.

I was also seen as acting manager for 7 months until we received a manager. I created all schedules to keep the branch running, handled clients, and trained incoming coworkers, all while exceeding all goals set before me.

Exceeded client satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns. This had cultivated customer loyalty, promoted repeat customers and improved sales, which in turn led to surpasses sales goals, and a promotion.

Collaborated with a team of students to develop a strategic marketing plan for an external client. The strategic marketing plan includes a marketing strategy and supporting tactics to drive awareness, attendance and revenue among selected target markets of the NAU Theatre Department. The plan was presented to the Department Chairperson in both an oral presentation and a written business paper.

Dealt directly with clients, simple questions about bank accounts, and handling large amounts of cash during the day. Counted the ATM's as well as handle large business deposits throughout the week.

Customer service to patrons of all ages while in character as an elf in Santa’s workshop. Spoke English and Spanish, and facilitated disabled visitors experience.

Researched financial programs and conducted cold calls to help analyze financial literacy and published findings.

Minor in Environmental Sustainability