Jonathan George
Scottsdale,AZ
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
13
13
years of professional experience
Work History
Client Servicing Manager
Early Warning Services
04.2024 - Current
- Manages the support of all customers incoming calls, emails or other social media platforms and ensures their resolution
- Resolves incidents and complaints; updates case management system with action taken
- Manages and responds to customer escalations
- Organizes discussions between customers and delivery, sales, operations, transmissions, legal and billing to resolve status, production, delivery, and billing inquiries
- Raises third-party vendor tickets and oversees the ticket through resolution
- Manage complex customer issues, drive decisions to facilitate projects, and clear roadblocks
- Escalate and manage issues and negotiate compromises with other organization leaders and customers as needed
- Leads the engagement of network certification activities as it relates to our customers and network rules
- Ensures department is in compliance with internal policies and procedures
- Collaborates with sales to understand and negotiate through billing and contractual challenges specific to each customer
- Organizes discussions between customers and delivery, sales, operations, transmissions, legal and billing to resolve status, production, delivery and billing inquires
- Formulate recommendations for process efficiencies throughout the department
- Supports the company’s commitment to risk management and protecting the integrity and confidentiality of systems and data.
Vice President Branch Manager
J.P. Morgan Chase
04.2021 - 04.2024
- Created success-oriented team environment focused on professional development and empowering leadership
- Coached and built team by evaluating and offering constructive feedback to personnel
- Oversaw budgeting, expense control and account management to support financial functions
- Identified opportunities to deepen relationships, increase client acquisition and improve service levels
- Administered branch sales, service and operational activities in line with company vision and goals
- Deployed resources to optimize individual, team performance and team development plan management
- Verified branch operations daily with checks on processes, staff activities and KPIs
- Fostered diverse team environment by establishing clear objectives for each employee
- Supported compliance by implementing internal controls and enforcing policies.
Banking Center Customer Service Manager
First Merchants Bank
09.2020 - 04.2021
- Maintained customer satisfaction with professional management of complex escalated customer concerns
- Trained employees by providing performance feedback and coaching in service techniques
- Directed team of customer service professionals, monitored work quality and motivated performance to meet strict targets
- Built and maintained relationships to promote rapport with customers
- Set staff schedules and delegated assignments in anticipation of expected demands
- Performed process audits to support adherence to procedures and recommend process improvements
- Managed disciplinary processes, completed performance reviews and made hiring decisions to positively impact customer service delivery
- Developed strategies and plans for new product development
- Partnered with cross-functional departments to meet customer service needs.
Assistant Branch Manager
Wintrust Bank
01.2019 - 12.2019
- Leveraged extensive knowledge of banking products, programs, services and promotions to build revenue
- Demonstrated proactive sales strategies to attract, expand and retain customer relationships and achieve sales objectives
- Mitigated financial risks with proper safeguards against criminal and fraudulent activity or exposure
- Performed regular audits of vault and teller cash with proper documentation
- Oversaw customer experience within branch, assessing customer and employee feedback to identify opportunities for improvement
- Optimized use of resources to meet branch-specific operational needs
- Adhered to Bank Secrecy Act requirements and applied organizational policies and procedures in activities.
Relationship Manager
First Financial Bank
05.2018 - 12.2018
- Managed Community Center location, coordinated with charitable organizations in LMI areas to hold seminars and community events in branch
- Lead and presented financial solutions presentations to groups in coordination with external charitable organizations
- Defined and implemented service enhancements to improve customer experience and foster satisfaction
- Developed and mentored highly talented team members with implementation of relationship management strategies
- Maintained deep knowledge of company products and services to provide clients with comprehensive consultations
- Listened, empathized and leveraged company resources to meet desired outcomes
- Served as subject matter expert on company offerings and finance
- Managed client expectations and enforced adherence to delivery deadlines in alignment with schedule and plans.
Assistant Branch Manager
PNC Bank
04.2011 - 05.2018
- Deployed resources to optimize individual, team performance and team development plan management
- Oversaw budgeting, expense control and account management to support financial functions
- Provided sales leadership to secure franchise growth
- Boosted and maintained staff morale, conducting daily huddles to communicate goals, strategies and new initiatives
- Verified branch operations daily with checks on processes, staff activities and KPIs
- Showed accountability by taking ownership of business and willingness to make customer-focused decisions
- Coached and built team by evaluating and offering constructive feedback to personnel
- Performed regular audits of vault and teller cash with proper documentation
- Optimized use of resources to meet branch-specific operational needs
- Oversaw customer experience within branch, assessing customer and employee feedback to identify opportunities for improvement.
Education
Bachelor of Science (B.S..) - Business Administration
University of St. Mary
Leavenworth, KSWilliam A. Wirt High School
Gary, INSkills
- Operations Management
- Sales Leadership
- OKRs and KPIs
- Risk Management
- Complex Problem-Solving
- Results-Driven
- Financial Management
- Decision-Making
- Critical Thinking
- Performance Coaching
- Staff Development
- Operational Excellence
- Corporate Governance
- Succession Planning
- Business Development
- Employee Coaching and Mentoring
- Onboarding and Orientation
- Customer Relationship Management
- Negotiation
Timeline
Client Servicing Manager
Early Warning Services
04.2024 - Current
Vice President Branch Manager
J.P. Morgan Chase
04.2021 - 04.2024
Banking Center Customer Service Manager
First Merchants Bank
09.2020 - 04.2021
Assistant Branch Manager
Wintrust Bank
01.2019 - 12.2019
Relationship Manager
First Financial Bank
05.2018 - 12.2018
Assistant Branch Manager
PNC Bank
04.2011 - 05.2018
Bachelor of Science (B.S..) - Business Administration
University of St. Mary
William A. Wirt High School
Similar Profiles
Charlie NealCharlie Neal
Senior Client Data Contribution Analyst at Early Warning ServicesSenior Client Data Contribution Analyst at Early Warning Services
Inna MartinInna Martin
Settlement Operations Lead at Early Warning Services, LLCSettlement Operations Lead at Early Warning Services, LLC
Tom TullochTom Tulloch
Senior Director, Business Development at Early Warning Services LLCSenior Director, Business Development at Early Warning Services LLC
Daniel Di CarloDaniel Di Carlo
Product Security Analyst at Early Warning ServicesProduct Security Analyst at Early Warning Services
Alec NewlandAlec Newland
Pharmacy Technician at Walgreen's PharmacyPharmacy Technician at Walgreen's Pharmacy