Jay McCloud
Brooklyn ,NY
Summary
Objective branch leader with demonstrated success leading financial systems and programs. Knowledgeable about regulatory requirements and successful strategies for maintaining optimal controls. Well-organized, proactive and adaptable to dynamic conditions. Versatile with background in banking and finance. Consistently meet bank and customer service standards. Ready to tackle new challenges in position within Capital One where talents in process management and problem solving will be valuable.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Senior Market Manager
Capital One Bank N.A
Brooklyn, NY
09.2021 - Current
- Liaised between Director+ and front-line team members to implement effective changes and revitalize market growth.
- Leveraged and utilized new application Coconut to help drive excellent out of this world customer experience.
- Networked in market to create high level rapport and partnerships with direct reports, partners, HRC, and ME.
- Utilized appropriate tools and resources to recognize and appreciate associates across multiple channels/platforms. I.E Winning Wednesdays, Quarterly Recognition Call, PROPS, Culture Cloud, Workday Feedback.
- Responsible for managing talent and resources across average of 2 branches with team of Ambassadors, to engage a large and diverse set of customers across market. Managed and led up to 7 locations at given time.
- Produced high level results across two branches in my tenure with perfect Business Assurance Reviews (BAR), detailing full compliance and alignment with OCC regulations.
- Champions franchise ownership attitude. Supporting/coaching team to remain focused on achieving and exceeding customer-based goals and metrics.
- Lead by example and help my team of ambassadors develop professionally, personally, and as a high-performing team. This is done by providing personal development time on a weekly cadence for all ambassadors, while advocating and supporting them in all endeavors.
Branch Ambassador
Capital One Bank N.A
Greenbelt, MD
11.2019 - 09.2021
- Enhance branch production rates by handling staff conflicts, evaluations, coaching colleagues on company policy and procedure.
- Be friendly and engaging and can connect with customers. Whether helping folks with technology challenges, having casual conversation, or simply showing off some of the cool services and products we offer.
- Reduce customer financial anxiety by helping to determine both personal and business financial needs. You’ll get to pull in experts that can help guide your customers to their financial destination.
- Aware of the importance of being compliant when working at a bank. You’ll ensure all, audit and security policies and procedures are followed in accordance with Bank policy and Federal regulations.
- Support customers in all areas of the branch, from the cash handling and service needs, to rotating throughout the branch based on the customer needs.
- The overall retail customer experience is improved with fewer handoffs; every Ambassador is equally “the expert”.
- Naturally curious and like to learn. We’ll teach you what Capital One has to offer our customers in products, services and experiences to help guide them in the right direction toward their financial goals.
- Digitally savvy. Showcase what’s possible in our physical space and how to easily navigate our mobile and online experience, using the branch’s laptops and iPads. Take an active role in educating customers on other banking channels as well as other products and services.
Dual Store Manager
Five Below Inc.
Laurel, MD
05.2018 - 11.2019
- Strengthened merchandising and promotional strategies to drive customer engagement and boost sales
- Multiplied earnings through sales goal achievement, customer service improvements and commitment to team objectives
- Monitored cash intake and deposit records, increasing accuracy and reducing discrepancies
- Supported staff development and goal attainment by focusing on skill development and job satisfaction
- Created organization systems for inventory control, merchandising, financial reports and schedules, dramatically increasing operational efficiency
- Established and optimized schedules to keep coverage and service in line with forecasted demands
- Applied customer feedback to develop process improvements and support long-term business needs
- Recruited and retained top talent, with focus on completing timely performance evaluations, providing positive feedback and rewarding superior performance
- Designed displays to deliver interactive, engaging and memorable store experiences for shoppers.
- Completed seasonal windows, dressed mannequins and arranged in-store displays to showcase available products.
- Oversaw inventory counts each year to maintain stock records and account for shrinkage.
Navy Federal Credit Union
Laurel, MD
07.2017 - 05.2019
- Recommended specific products and services in alignment with individual needs, requirements, and specifications
- Maintained accurate and current customer account data with manual forms processing and digital information updates
- Completed training and worked effectively under high-pressure client services environments
- Continuously surpassed customer service standards while ensuring compliance with branch volume objectives
- Conferred with customers about concerns with products or services to resolve problems and drive sales
- Assist with complex transactions and loan applications
- Effectively communicated with customers about account changes, new products or services and potential account upgrades
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals
- Trained staff on operating procedures and company services
- Analyzed large amounts of data to find patterns of fraud and anomalies.
- Evaluated impact of process change on overall operation and determined return on investment.
- Promoted change through positive promotion, benefits demonstration and interactive approach.
- Improved efficiency and effectiveness of performance and management of processes across departments.
- Interviewed and hired talented individuals with top-level strengths, improving organizational talent and skill set.
- Protected company assets with strategic risk management approaches.
- Assisted members with correcting account, service and system issues by educating on required forms and technical processes.
- Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service.
Education
High School Diploma - undefined
Reservior High School
Fulton, MD2017
Associate of Science - Criminal Justice
Howard Community College
Columbia, MD05.2022
Skills
- Staff management
- Skilled in Microsoft Office, Powerpoint, Excel, Word
- Powerful negotiator
- Customer Service
- Customer relations
- Counseling
- Product knowledge
- Coaching and mentoring
- Recruiting and Hiring
- Employee orientation
- Accounting and bookkeeping
- Schedule management
- Computer-savvy
Accomplishments
- Supervised team of 25 staff members
- Richard Cobb Award recipient for consistently giving excellent customer service
- Social Champion
- Wellness Champion
- Operational Compliance
- POD Leader
Certification
- Certification in Notary Public
- BSA
- IRA/ Deposit Trust Account Specialist
- Business Services Specialist
- ServSafe
- First Aid/CPR Certified
Timeline
Senior Market Manager
Capital One Bank N.A
09.2021 - Current
Branch Ambassador
Capital One Bank N.A
11.2019 - 09.2021
Dual Store Manager
Five Below Inc.
05.2018 - 11.2019
Navy Federal Credit Union
07.2017 - 05.2019
High School Diploma - undefined
Reservior High School
Associate of Science - Criminal Justice
Howard Community College