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
Columbus, In
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
Avon, In
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
Brownsburg, IN
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
Brownsburg, IN
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
Florence, KY
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, OH06-1992
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