Reading, playing with my dogs, traveling
Jackie Stockton
Belton,TX
Summary
Enterprising branch manager successful in leading every facet of new and ongoing business operations. Strategic thinker and tactical decision-maker with passion for serving customers and exceeding expectations. Creative problem solver skilled at de-escalating situations and driving positive change. Highly motivated to take on new projects with detail oriented and timeline specific efficiency.
Overview
22
22
years of professional experience
Work History
Branch Manager
DHI Title Agency, Inc.
10.2018 - Current
- Continuously monitored branch performance against key performance indicators, taking corrective actions as needed to ensure objectives were met or exceeded.
- Maintained friendly and professional customer interactions.
- Improved customer satisfaction ratings by enhancing service quality and resolving client issues promptly.
- Oversaw daily operations for streamlined efficiency, ensuring timely execution of tasks and optimal resource allocation.
- Evaluated employee performance regularly through appraisals and feedback sessions to facilitate continuous development of skills and knowledge base within the team.
- Collaborated with senior leadership on strategic planning initiatives to align branch objectives with corporate goals.
- Managed branch financials including budgeting, forecasting, and expense tracking for accurate reporting and decision-making support.
- Interviewed and hired talented individuals with top-level strengths, improving organizational talent, and skill set.
- Assessed employee performance and developed improvement plans.
- Reduced employee turnover by fostering a positive work environment and offering competitive compensation packages.
- Facilitated in opening 2 new branches including hiring, training, and all other logistical details necessary to open successfully
- Managed multiple branches across Texas with up to 14 employees
- Consistently landed in the top 3 on the leaderboard nationwide for the past 4 years
Account Manager
Scott B. Retzloff & Associates
10.2015 - 06.2016
- Increased client satisfaction by building strong relationships and addressing their needs promptly.
- Maintained high client retention rate by providing exceptional customer service and anticipating client needs.
- Addressed problems with accounting, billing, and service delivery to maintain and enhance client satisfaction.
- Managed a diverse portfolio of accounts, ensuring timely communication and effective problem resolution.
- Ensured timely payments of all personal and property tax bills for each individual client nationwide
- Extensive knowledge of multi-state personal and property tax laws
- Evaluated client needs and developed tailored solutions to increase positive customer ratings.
- Conducted regular account reviews to identify areas for improvement and ensure continued success.
Branch Manager/Escrow Officer
Carefree Title Agency, Inc.
06.2013 - 10.2015
- Continuously monitored branch performance against key performance indicators, taking corrective actions as needed to ensure objectives were met or exceeded.
- Maintained friendly and professional customer interactions.
- Improved customer satisfaction ratings by enhancing service quality and resolving client issues promptly.
- Oversaw daily operations for streamlined efficiency, ensuring timely execution of tasks and optimal resource allocation.
- Strengthened relationships with key clients, securing long-term partnerships and driving revenue growth.
- Collaborated with senior leadership on strategic planning initiatives to align branch objectives with corporate goals.
- Managed branch financials including budgeting, forecasting, and expense tracking for accurate reporting and decision-making support.
- Interviewed and hired talented individuals with top-level strengths, improving organizational talent, and skill set.
- Increased branch profitability by implementing cost-saving measures and streamlining operational processes.
- Assessed employee performance and developed improvement plans.
- Enhanced branch production rates by handling staff conflicts, evaluations, hiring, and termination processes and coaching employees on company protocol and payroll operations.
- Met deadlines by proactively managing individual and team tasks and streamlining processes.
- Complied with regulatory guidelines and requirements.
QA Audit/Remediations Manager/New Hire Trainer
Bank Of America, N.A.
12.2011 - 06.2013
- Managed and motivated employees to be productive and engaged in work.
- Accomplished multiple tasks within established timeframes.
- Maintained professional, organized, and safe environment for employees and patrons.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Managed multiple teams simultaneously, each with unique goals and timelines
- Trained all new hires on processes and procedures for multiple different teams
- Traveled to multiple branches to train new hires in other divisions
- Developed and implemented business strategies to achieve business goals and stay competitive.
- Extensive knowledge in bankruptcy procedures within BOA
- Maximized performance by monitoring daily activities and mentoring team members.
- Cross-trained existing employees to maximize team agility and performance.
- Ensured compliance with industry regulations and legal requirements by implementing comprehensive policies and training programs for staff members.
- Facilitated successful cross-functional collaborations for the completion of key projects, fostering strong working relationships among team members.
Education
No Degree - Basics
San Antonio College
San Antonio, TXHigh School Diploma -
MacArthur High School
San Antonio, TX05.2001
Skills
- Branch Operations Management
- Customer Service
- Excellent time management skills
- Excellent work ethic
- Coaching and Mentoring
- Team Supervision
- Strong team-builder
- Verbal/written communication
- Training and Development
- Interviewing and Hiring
- Proficient in MS Office
- Financial Services
Additional Information
Relocating to central Virginia in July 2024
Willing to travel
www.linkedin.com/in/jaclyn-stockton-596b0071
Interests
Software
Microsoft OS, Softpro, Ramquest, AS400
Accomplishments
- Repeatedly received recognition from superiors for excellence in service.
- Successfully closed an average of 150 loans per month.
- Supervised team of 13 staff members.
- Improved employee satisfaction and reduced turnover
- In the top 3 of the company nationwide on the leaderboard
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Work Preference
Work Type
Full TimeWork Location
On-SiteRemoteHybridImportant To Me
Company CultureWork-life balanceCareer advancementPaid sick leaveHealthcare benefits401k matchPaid time offStock Options / Equity / Profit SharingPersonal development programsTimeline
Branch Manager
DHI Title Agency, Inc.
10.2018 - Current
Account Manager
Scott B. Retzloff & Associates
10.2015 - 06.2016
Branch Manager/Escrow Officer
Carefree Title Agency, Inc.
06.2013 - 10.2015
QA Audit/Remediations Manager/New Hire Trainer
Bank Of America, N.A.
12.2011 - 06.2013
No Degree - Basics
San Antonio College
High School Diploma -
MacArthur High School
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