Kara Riggs
Portage,IN
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
14
14
years of professional experience
Work History
Digital Client Support Manager
Centier Bank
02.2022 - Current
- Streamlined client support processes by implementing efficient ticketing and communication systems.
- Developed and implemented training programs for staff.
- Fostered an environment that encouraged open communication, teamwork, and continuous learning among support team members.
- Mentored junior support staff, fostering a culture of continuous improvement and professional growth.
- Coordinated regular team meetings to discuss progress, challenges, and best practices in client support management.
- Monitored team KPIs regularly, adjusting strategies as needed to consistently meet targets related to response time, resolution rates, and customer satisfaction.
- Established strong relationships with key stakeholders, maintaining open lines of communication at all times.
- Developed comprehensive training materials to ensure consistent support quality across the team.
- Demonstrated a high level of initiative and creativity while tackling difficult tasks.
- Demonstrated leadership skills in managing projects from concept to completion.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Coordinated project planning and execution with team members and team leads.
- Created, oversaw and delivered technology training programs
- Educated clients and internal associates on proper use of products and systems.
- Led workshops focused on specific skills development, resulting in improved workplace efficiency and productivity.
- Performed continuous evaluations of content and plans to enhance delivery and improve effectiveness.
- Collaborated with fellow instructors to create cohesive lesson plans, ensuring consistency in training quality.
Digital Banking Analyst
Centier Bank
08.2021 - 02.2022
- Conducted workplace compliance training to reduce liability risks and operate effectively.
- Identified and resolved problems through root cause analysis and research.
- Optimized customer experience by delivering superior services and effectively troubleshooting issues.
- Improved internal knowledge sharing by developing comprehensive documentation outlining standard operating procedures for various tasks.
- Cultivated interpersonal skills by building positive relationships with others.
- Demonstrated creativity and resourcefulness through the development of innovative solutions.
- Participated in team projects, demonstrating an ability to work collaboratively and effectively.
- Demonstrated strong organizational and time management skills while managing multiple projects.
- Worked effectively in fast-paced environments.
- Adaptable and proficient in learning new concepts quickly and efficiently.
- Skilled at working independently and collaboratively in a team environment.
- Learned and adapted quickly to new technology and software applications.
- Used strong analytical and problem-solving skills to develop effective solutions for challenging situations.
- Exercised leadership capabilities by successfully motivating and inspiring others.
Assistant Branch Manager
Centier Bank
06.2019 - 08.2021
- Created strategies to develop and expand existing customer sales, resulting in increase in annual sales.
- Coached and developed branch staff by offering constructive feedback and training opportunities.
- Monitored daily branch activities, quickly identifying areas requiring improvement or corrective action to maintain operational excellence.
- Enhanced customer satisfaction by providing exceptional service and addressing concerns promptly.
- Trained and developed new team members in alignment with branch service standards and objectives.
- Championed community involvement initiatives by organizing events such as financial literacy workshops that positively impacted the local community.
- Supported the Branch Manager with daily tasks, ensuring smooth branch functioning and effective communication amongst team members.
Branch Manager
Horizon Bank
09.2018 - 05.2019
- Championed process improvement initiatives that resulted in increased efficiency, improved service quality, or cost savings for the organization as a whole.
- Met deadlines by proactively managing individual and team tasks and streamlining processes.
- Evaluated employee performance regularly through appraisals and feedback sessions to facilitate continuous development of skills and knowledge base within the team.
- Drove cross-selling efforts by collaborating with various departments within the organization to maximize revenues from existing clients.
- Strengthened relationships with key clients, securing long-term partnerships and driving revenue growth.
Relationship Banker (MOD)
JPMorgan Chase
08.2017 - 09.2018
- Maintain a book of business by deepening and building relationships with new and current clients
- Build trust, rapport and strong professional relationships to become main point of contact within the branch for current and new customers
- Provide support for fellow employees and clients in the absence of the branch manager
- Assist clients with all financial needs including but not limited to; everyday banking, lending needs, investment and retirement planning by working closely with Financial Advisors and home lending specialists
- Provide excellent customer experience at all time with every customer.
Lead Teller Operations Specialist
JPMorgan Chase
05.2013 - 08.2017
- Ensure branch maintains strong controls by following proper procedures and policies during every day processes
- Prepare branch and employees for yearly audits
- Inform employees of any policy changes in a prompt manner
- Schedule, execute and record monthly, quarterly and yearly audits for all entities
- Create monthly employee schedules
- Organize and maintain required records and documentation
- Process client transactions and provide excellent customer experience.
Teller
JPMorgan Chase
02.2012 - 05.2013
Server/Hostess
Buffalo Wild Wings
09.2009 - 02.2012
Education
No Degree - Elementary Education
Indiana University Northwest
Gary, IN05.2016
General Education -
Chesterton Senior High School
Chesterton, IN06.2011
Skills
- Strong Customer Experience Skills
- Built/ Maintained Strong Customer Relationships
- Strong communication skills across all avenues
- Experience utilizing collaboration technologies such as Microsoft 365 (including OneDrive and Teams), Smartsheet, and JIRA
- Highly organized
- Strong presentation skills, confident in public speaking and both creating and delivering training to groups of all sizes
- Ability to multitask and accomplish tasks in a timely manner
- Ability to adapt to change quickly and effectively
- Self-Motivated and team oriented
- Ability to take charge in stressful or demanding situations
Awards
- National Achiever 2014
- Multiple Employee of the Month
- Operations Specialist Trainer
- 3 Perfect Branch Audits
- Over 3 Million in Investment Dollars during 1st Year Licensed (2017-2018).
Timeline
Digital Client Support Manager
Centier Bank
02.2022 - Current
Digital Banking Analyst
Centier Bank
08.2021 - 02.2022
Assistant Branch Manager
Centier Bank
06.2019 - 08.2021
Branch Manager
Horizon Bank
09.2018 - 05.2019
Relationship Banker (MOD)
JPMorgan Chase
08.2017 - 09.2018
Lead Teller Operations Specialist
JPMorgan Chase
05.2013 - 08.2017
Teller
JPMorgan Chase
02.2012 - 05.2013
Server/Hostess
Buffalo Wild Wings
09.2009 - 02.2012
No Degree - Elementary Education
Indiana University Northwest
General Education -
Chesterton Senior High School
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