Kelsey Edwards
Livingston,MT
Summary
Accomplished Assistant Manager with in-depth experience consistently rising through ranks. Well-versed in sales, personnel management, accounting and inventory management. Dedicated to complete knowledge of company products and services for optimized customer service.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Assistant Branch Manager
American Bank
08.2021 - Current
- Trained and developed new team members in alignment with branch service standards and objectives.
- Responded to customer concerns, working with manager to significantly raise customer satisfaction ratings.
- Supervised and evaluated staff to help improve skills, achieve daily objectives, and attain advancement.
- Developed and managed employee schedules, balancing individual requests and requirements with business needs.
- Demonstrated knowledge of branch financial products, loans and lines of credit.
- Conducted weekly staff meetings to motivate staff members, address concerns, and questions, plan improvements and evaluate progress toward goals.
- Built rapport with account holders by reaching out with product recommendations and account updates.
- Collaborated with tellers, universal bankers and personal bankers to exceed sales goals.
- Facilitated customer satisfaction by executing personal communication and frequent follow-ups.
- Coached and developed branch staff by offering constructive feedback and training opportunities.
- Supervised team of 6 branch employees and made recommendations regarding performance evaluations.
- Wrote and administered employee performance reviews to monitor customer service and personal sales of 6-member team.
Client Experience Manager
First Security Bank
06.2018 - 08.2021
- Communicated with assigned accounts, set expectations and negotiated priorities.
- Managed, measured, tracked and resolved customer issues to achieve timely resolutions.
- Onboarded new clients through established sales and implementation cycle.
- Coordinated with internal departments on implementation of new client business.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Took ownership of customer issues and followed problems through to resolution.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Collaborated with upper management to improve customer service processes and support structures company-wide.
- Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
- Managed and motivated employees to be productive and engaged in work.
- Accomplished multiple tasks within established timeframes.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Maximized performance by monitoring daily activities and mentoring team members.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Established team priorities, maintained schedules and monitored performance.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
Account Specialist
Big Sky Western Bank
02.2016 - 06.2018
- Reconciled customer accounts and identified discrepancies for further investigation.
- Set up new customer accounts and updated existing profiles with latest information.
- Built strong relationships with clients, vendors and stakeholders for loyal, profitable accounts.
- Adhered to standards of quality and service as well as all compliance requirements.
- Observed financial transaction laws and regulations for full accounts compliance.
- Performed effectively in self-directed work environment, managing day-to-day operations and decisions.
- Served customers with knowledgeable, friendly support at every stage of shopping and purchasing.
- Kept detailed records of daily activities through online customer database.
- Built relationships with customers and community to promote long term business growth.
- Developed and maintained strong working relationships with professionals within assigned territory.
- Contributed to team objectives in fast-paced environment.
- Gained customer trust and confidence by demonstrating compelling, persuasive and composed professional demeanor.
- Greeted customers and offered assistance with selecting merchandise, finding accessories and completing purchases.
- Trained new employees on customer service, money handling and organizing strategies.
- Presented professional image consistent with company's brand values.
- Collaborated with managers to provide customer feedback and recommend operational changes to meet emerging trends.
- Maintained current knowledge of evolving changes in marketplace.
- Selected correct products based on customer needs, product specifications and applicable regulations.
- Stayed current on company offerings and industry trends.
- Contributed to event marketing, sales and brand promotion.
- Informed customers of promotions to increase sales productivity and volume.
Education
No Degree - Elementary Education
Oklahoma Christian University
Edmond, OKHigh School Diploma -
Hickory Home School
Livingston, MT05.2010
Skills
- Business Development
- Cash Handling
- Audit Preparation
- Employee Scheduling
- Account Collections
- Team Development
- Staff Training
- Staff Management
- Staff Development
- Account Management
- Motivational Techniques
- Teller Auditing
- Maintaining Clean Work Areas
- Strong Interpersonal Skills
- Client Relationship Management
- Microsoft Access
- Regulatory Compliance
- Vault Audits
- Workflow Schedules
- Employee Performance Reviews
- Client Rapport-Building
- Supervising Tellers
- Excellent Team Leadership
- Team-Building Exercises
- Remote Video Conferencing
- Build Customer Relationships
- Correspondence Writing
- Community Reinvestment Act
- Strong Relationships
- Bank Security Expertise
- Word Processing
- Typing and 10-Key Entry
- Cash Flow and Reconciliation
- Banking
Accomplishments
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Supervised team of 6 staff members.
- Created Teller Balancing Incentive program
Certification
- Montana State Notary Public
Timeline
Assistant Branch Manager
American Bank
08.2021 - Current
Client Experience Manager
First Security Bank
06.2018 - 08.2021
Account Specialist
Big Sky Western Bank
02.2016 - 06.2018
No Degree - Elementary Education
Oklahoma Christian University
High School Diploma -
Hickory Home School
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