Imani Thomas

· Demonstrated outstanding case management and dedication to clients as evidenced by repeated promotions throughout tenure. Deliver exceptional customer experience by acting with a customer-first attitude

· Manage assigned customers and proactively meet with them - in person and over the phone - to build lasting relationships, discover financial needs, and tailor product and service recommendations

· Make personal connections, engage and educate customers, ask open-ended questions and listen to establish trust and build lasting relationships

· Strong desire and ability to influence, educate, and connect customers to technology

· Possess drive, initiative, and knowledge to provide financial options for customers using a consultative approach

· Ability to learn products, services, and procedures quickly and accurately; deliver solutions that make our One Chase products work together

· Partner with Specialists (Financial Advisors, Mortgage Bankers, and Business Relationship Managers) to connect customers to experts who can help them with specialized financial needs

· Build partnerships with local businesses to build the brand in the local market area through strong community involvement

· Actively identify, coach, develop, motivate, and support employees so that they can provide superior service to every customer

· Coached and developed branch staff by offering constructive feedback and training opportunities.

· Act as the standard bearer of ESFCU and create a world-class customer experience

· Educate members on how to use our digital platforms to bank and invest when, where and how they want

· Create an environment that encourages team members to provide an exceptional customer experience and a dynamic and engaging culture

· Actively identify, coach, develop, motivate, and support employees so that they can provide superior service to every customer

· Promote a strong control environment to evaluate, manage and conduct new and existing business by adhering to risk/control expectations, procedures, and processes

· Leverage and understand the generated Branch Scorecard to identify drivers and strategies to successfully drive deposits & investments growth for the branch

· Drove operational improvements which resulted in savings and improved profit margins.

· Developed summaries to assess each client's participation level and determine targets for follow-up plans.

· Worked with clients to address and respond to client and partnership management issues.

· Continually boosted branch production and revenue by consistently meeting all monthly and quarterly sales goals.

· Approached prospective clients through cold calling and emails to meet sales targets.

· Keyed customer contact information and payment data into system carefully observing corporate confidentiality procedures.

· Presented new and additional products and services to existing customers.

· Carried out day-to-day duties accurately and efficiently.

· Used Microsoft Word and other software tools to create documents and other communications.

· Received and processed stock into inventory management system.

· Cross-sold wide range of services and products to increase new business and expand existing customer relationships.

· Helped customers prepare documents required to complete transactions and process requests.

· Identified customer desires and goals through needs-based sales tactics.

· Increased company revenue by selling various investment products.

· Formalized risk assessment models and developed standards for trend analysis for corporate use.

· Investigated and resolved account issues by offering applicable options to customers.

· Modeled catastrophic market scenarios to aid in business management planning, risk management and trend monitoring.

· Complied with established internal controls and policies.

· Improved overall financial reporting by streamlining control processes and reporting structures.

· Oversaw high-volume accounting operations with a team focused on efficient budget administration, AP/AR and other financial management needs.

· Worked with teachers to design lesson plans and coordinate activities for classes.

· Kept records of student progress for teachers and parents and made notes on behavior, grades, comprehension and personal growth.

· Worked with teacher and administrators to enforce school policies and procedures.

· Assisted in implementation of new learning tools, systems and materials.

· Kept students on-task with proactive behavior modification and positive reinforcement strategies.

· Planned, prepared and presented group assignments to encourage collaboration.

· Provided one-on-one and group-based learning support focused on student progress.

· Monitored youth behavior and offered guidance and support for positive change.

· Performed in advocacy capacity for troubled youth to provide access to resources.

· Offered guidance and advice to help cultivate self-esteem and community involvement.

· Wrote reports for family and caregivers, documenting progress, challenges and therapy milestones.

· Engaged and interacted with youth members, teaching sustainable habits and coping mechanisms.

· Supervised youth in engaging environment to promote security and safety for all ages.