Kelly Cool
Killen,AL
Summary
Dynamic Senior Financial Center Manager with a proven track record at FirstBank, excelling in operations management and team coaching. Enhanced customer satisfaction through innovative sales initiatives and strategic partnerships, driving significant revenue growth. Adept at talent recruitment and fostering a collaborative environment, ensuring compliance and operational excellence.
Overview
20
20
years of professional experience
Work History
Senior Financial Center Manager VP
FirstBank
05.2019 - Current
- Led branch operations, ensuring compliance with regulatory standards and financial policies.
- Developed training programs for staff, enhancing service quality and operational efficiency.
- Implemented customer engagement strategies to improve client retention and satisfaction scores.
- Analyzed financial reports, identifying trends and recommending adjustments to achieve branch goals.
- Monitored team performance, providing feedback and coaching to foster professional growth.
- Managed budgeting initiatives, optimizing resource allocation and reducing operational costs effectively.
- Mentored staff members in sales techniques, product knowledge, and industry best practices to maximize performance levels consistently.
- Fostered a positive work environment that encouraged collaboration, open communication, and continuous learning among team members.
- Implemented policies to improve efficiency and team performance.
- Implemented fraud prevention measures by regularly reviewing transaction activities for suspicious patterns.
- Monitored key performance indicators to identify areas of improvement and implement corrective actions accordingly.
- Managed risk effectively through strict compliance with corporate policies, procedures, and regulatory requirements.
- Oversaw cross-functional teams to align business objectives with organizational goals.
- Mentored junior leaders, fostering a culture of collaboration and continuous improvement.
- Demonstrated proficient leadership skills to motivate employees and build competent teams.
- Collaborated with senior management to develop strategic initiatives and long term goals.
Branch Operations Manager
Alabama Central Credit Union
10.2018 - 05.2019
- Oversaw daily branch operations, ensuring compliance with policies and procedures.
- Developed and implemented process improvements to enhance operational efficiency.
- Trained and mentored staff to foster skill development and improve customer service.
- Analyzed branch performance metrics to identify areas for improvement and growth.
- Managed inventory control processes, optimizing stock levels and reducing waste.
- Established strong relationships with clients, enhancing satisfaction and retention rates.
- Led initiatives to improve safety protocols, resulting in a safer work environment.
- Developed strong relationships with clients, resulting in increased loyalty and repeat business.
- Managed daily branch operations for optimal productivity and customer satisfaction.
- Supervised a team of employees, fostering a positive work environment and emphasizing professional growth.
- Trained employees on proper procedures and strategies to improve productivity.
- Performed monthly compliance checks.
- Collaborated with senior management to create strategic plans for future branch growth and expansion.
- Established best practices for resolving client issues quickly while maintaining high standards of professionalism.
- Conducted regular performance evaluations for staff members, identifying areas for improvement and opportunities for advancement.
- Organized staff schedules to ensure adequate coverage during peak business hours while maintaining employee satisfaction.
- Assisted in the recruitment process, selecting top talent to join the team and contribute to the success of the organization.
- Complied with regulatory guidelines and requirements.
- Interviewed and hired talented individuals with top-level strengths, improving organizational talent, and skill set.
- Submitted loan applications to underwriter for verification and recommendation.
- Consulted customers to boost product sales and services.
- Complied with established internal controls and policies.
Financial Center Manager
Wells Fargo Bank, N.A.
10.2005 - 10.2018
- Managed daily operations, ensuring compliance with financial regulations and company policies.
- Developed and implemented strategies to enhance customer service and satisfaction.
- Oversaw team performance, providing coaching and mentorship to drive professional growth.
- Analyzed financial reports to identify trends and inform decision-making processes.
- Established relationships with local businesses to promote community engagement initiatives.
- Led initiatives to streamline workflow, enhancing productivity across the financial center.
- Built and lead high-performance team focused on achieving sales and service goals.
- Assessed credit applications thoroughly to ensure compliance with lending guidelines while mitigating potential risks to the organization''s portfolio exposure adequately.
- Maintained up-to-date knowledge of industry trends and regulatory changes, ensuring the financial center consistently operated in compliance with all relevant guidelines.
- Overcame challenging market conditions by adapting strategies, strengthening client relationships, and maintaining service excellence standards.
- Boosted revenue growth by identifying new business opportunities and forging strategic partnerships.
- Implemented innovative marketing campaigns to attract new customers and promote the financial center''s services.
- Developed high-performing teams through targeted recruitment, coaching, and professional development initiatives.
- Collaborated with cross-functional teams to develop comprehensive financial solutions for clients'' unique needs.
- Improved financial center performance by implementing effective sales strategies and staff training programs.
- Enhanced customer satisfaction with exceptional service, relationship building, and personalized banking solutions.
- Developed strategic plans for day-to-day financial operations.
- Reviewed historical records, current operational data and forecasting information to identify and capitalize on system enhancement opportunities.
- Mentored staff members in sales techniques, product knowledge, and industry best practices to maximize performance levels consistently.
- Fostered a positive work environment that encouraged collaboration, open communication, and continuous learning among team members.
- Complied with established internal controls and policies.
Education
Banking
Alabama Banking School
Mobile, AL06.2016
Skills
- Team coaching
- Operations management
- Team development
- Document preparation
- Work delegation
- Relationship management
- Sales initiatives
- Operations oversight
- Quality controls
- Partnership development
- Talent recruitment
- Business partnership management
- Problem-solving abilities
- Customer service
- Multitasking Abilities
- Excellent communication
- Team collaboration
Timeline
Senior Financial Center Manager VP
FirstBank
05.2019 - Current
Branch Operations Manager
Alabama Central Credit Union
10.2018 - 05.2019
Financial Center Manager
Wells Fargo Bank, N.A.
10.2005 - 10.2018
Banking
Alabama Banking School