Summary
Overview
Work History
Education
Skills
Timeline
Generic

Kelly Norman

Greenwood,IN

Summary

Dynamic Financial Center Manager at Fifth Third Bank with a proven track record in team development and operations management. Enhanced client retention through tailored financial solutions and exceptional service. Skilled in cash flow management, I foster high-performing teams that consistently exceed sales targets while maintaining compliance with industry regulations.

Overview

30
30
years of professional experience

Work History

Financial Center Manager

Fifth Third Bank
02.2017 - Current
  • Improved financial center performance by implementing effective sales strategies and staff training programs.
  • Maintained up-to-date knowledge of industry trends and regulatory changes, ensuring the financial center consistently operated in compliance with all relevant guidelines.
  • Implemented policies to improve efficiency and team performance.
  • Implemented innovative marketing campaigns to attract new customers and promote the financial center''s services.
  • Monitored key performance indicators to identify areas of improvement and implement corrective actions accordingly.
  • Overcame challenging market conditions by adapting strategies, strengthening client relationships, and maintaining service excellence standards.
  • Conducted regular performance reviews for team members to assess progress against objectives while offering constructive feedback on areas requiring improvement.
  • Collaborated with internal business partners to deliver cohesive banking experience to customers.
  • Managed risk effectively through strict compliance with corporate policies, procedures, and regulatory requirements.
  • Developed high-performing teams through targeted recruitment, coaching, and professional development initiatives.
  • Fostered a positive work environment that encouraged collaboration, open communication, and continuous learning among team members.
  • Increased client retention rates by delivering tailored financial advice and addressing individual needs promptly.
  • Implemented fraud prevention measures by regularly reviewing transaction activities for suspicious patterns.
  • Collaborated with cross-functional teams to develop comprehensive financial solutions for clients'' unique needs.
  • Built and lead high-performance team focused on achieving sales and service goals.
  • Mentored staff members in sales techniques, product knowledge, and industry best practices to maximize performance levels consistently.
  • Enhanced customer satisfaction with exceptional service, relationship building, and personalized banking solutions.
  • Complied with established internal controls and policies.

Assistant Center Manager

Fifth Third Bank
01.2016 - 04.2017
  • Enhanced customer satisfaction by addressing inquiries and resolving issues promptly.
  • Participated in regional network meetings to stay current on industry trends and best practices in management techniques.
  • Collaborated with center manager to develop and implement policies, procedures, and goals for improved performance.
  • Conducted market research analyses to identify potential areas of expansion or program offerings that catered to community needs more effectively.
  • Spearheaded staff training and development initiatives to ensure high-quality service delivery.
  • Mentored junior staff members to foster professional growth within the organization''s talent pool.
  • Facilitated open communication among team members by conducting regular staff meetings and reviews.
  • Managed daily schedules, ensuring optimal allocation of resources and staff coverage.
  • Streamlined daily operations for increased efficiency by implementing new organizational strategies.
  • Monitored inventory levels to maintain adequate supplies while minimizing expenses, supporting budgetary objectives.
  • Assisted in recruiting, hiring and training of team members.
  • Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
  • Scheduled employees for shifts, taking into account customer traffic and employee strengths.
  • Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.

Personal Banker

Fifth Third Bank
11.2014 - 01.2016
  • Utilized strong interpersonal communication skills during client interactions, resulting in increased trust and fostering long-lasting relationships.
  • Assisted customers with setting up or closing accounts, completing loan applications, and signing up for new services.
  • Maintained compliance with bank policies and regulations while executing various financial transactions for customers.
  • Generated new business by conducting thorough financial needs assessments and offering tailored products to clients.
  • Improved customer satisfaction by providing personalized banking solutions and exceptional service.
  • Managed deposits, withdrawals and wire transfers to process smooth banking transactions for clients.
  • Promoted financial products by maintaining excellent service offering knowledge.
  • Delivered comprehensive financial advice, strengthening client relationships and promoting long-term loyalty.
  • Exceeded individual performance metrics consistently while maintaining exceptional levels of client satisfaction ratings throughout tenure as Personal Banker.
  • Boosted sales of bank products through effective cross-selling and up-selling techniques.
  • Cross-sold bank products and services to meet customer needs and provide options.
  • Enhanced client retention with proactive follow-ups and timely resolution of account issues.
  • Collaborated with branch team members to achieve monthly sales targets and improve overall performance.
  • Processed deposits, withdrawals and ACH transfers accurately.
  • Supported managers in implementing operational improvements that increased efficiency across the branch network.
  • Balanced cash drawers and vault accounts on daily basis with zero discrepancies.
  • Conducted regular audits of cash handling procedures, minimizing risk exposure for the branch.
  • Adapted quickly to new banking regulations, ensuring compliance and mitigating risks.
  • Achieved recognition for outstanding customer service, setting benchmark for colleagues.
  • Increased branch revenue by cross-selling banking products tailored to individual client needs.

Customer Service Representative

Fifth Third Bank
02.2013 - 11.2014
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Responded to customer requests for products, services, and company information.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
  • Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.

Assistant Manager

Bank One
04.1995 - 10.2005
  • Supervised day-to-day operations to meet performance, quality and service expectations.
  • Maintained a clean, safe, and organized store environment to enhance the customer experience.
  • Developed strong working relationships with staff, fostering a positive work environment.
  • Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
  • Oversaw daily cash reconciliations, ensuring accurate financial reporting and minimizing discrepancies.
  • Improved customer satisfaction by addressing and resolving complaints promptly.
  • Mentored junior staff members in their professional development by offering guidance/support in their assigned roles.
  • Assisted in recruiting, interviewing, hiring, and onboarding of new employees to maintain adequate staffing levels.
  • Promoted teamwork within the workplace by encouraging collaboration among staff members on various project tasks.
  • Collaborated with the management team to develop strategic plans for business growth and improvement.
  • Enforced company policies consistently while handling disciplinary actions when necessary with fairness and respect.
  • Optimized scheduling to ensure adequate staffing during peak hours, improving service efficiency.
  • Conducted performance evaluations, identifying areas for development and rewarding strong performance.
  • Facilitated team-building activities, enhancing team cohesion and morale.
  • Coached new employees, ensuring smooth onboarding process and quicker adaptation to their roles.
  • Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.

Education

High School Diploma -

Princeton High School
Cincinnati, OH
06-1992

Skills

  • Team coaching
  • Operations management
  • Team development
  • Document preparation
  • Cash flow management
  • Operations oversight
  • Schedule coordination
  • Client relationship management
  • Multitasking

Timeline

Financial Center Manager

Fifth Third Bank
02.2017 - Current

Assistant Center Manager

Fifth Third Bank
01.2016 - 04.2017

Personal Banker

Fifth Third Bank
11.2014 - 01.2016

Customer Service Representative

Fifth Third Bank
02.2013 - 11.2014

Assistant Manager

Bank One
04.1995 - 10.2005

High School Diploma -

Princeton High School

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