Lorraine Walker-Nelson
Summary
Dedicated, well-organized strategic and critical thinking Management Professional with more than 22 years of experience across multiple platforms and business sectors including Retail Banking, e-Commerce, Public Speaking, People Building and Marketing, who thrives in a fast pace and challenging work environment. Always looking for ways to improve efficiency as an individual worker and within team operations. A trusted leader and manager with ability to apply and tailor past knowledge and experience to current situations. A problem solver who understands and values the importance of commitment, communication, and attention to detail.
Overview
26
26
years of professional experience
1
1
Certification
Work History
Independent Contractor
, International
01.2018 - Current
- Serve as an expert executive brand and sales leader and coach for MLM businesses worldwide
- Providing coaching in areas such as leadership, branding, and mindset building, and marketing, increase of staff morale, leadership growth, and transformational leadership
- Keynote Motivational Speaker for conferences at Les Brown Power voice Global Summit, Sagicor Ja
- Ltd., Hardware & Lumber Ltd., Exim Bank and Scotiabank among other organizations for 2019- 2020
- Collaborate with Product Team members to ensure correct use of products and provide marketplace insights for future product development work.
- Developed and implemented marketing strategies to increase customer engagement.
Delivery Manager
Influx Inc.
01.2021 - 03.2022
- Management of Client Accounts through KPIs Coaching and Developing Direct Reports Interview and Selection of New Team Members Day to Day Supervision of 45 Direct Reports Performance Management and Writing of Performance Appraisal Evaluations
- Coordinated resources across multiple teams to ensure successful completion of projects on time and within budget.
Operations & Project Manager
Scotiabank
Kingston, JA, W.I.
01.2008 - 01.2018
- Oversaw the daily functions of Branch Operations and Projects by leading workflow processes and branch personnel to meet bank standards and Managing Several Operating System Changes while ensuring achievement of the Organization’s Objectives
- Managed development projects and implemented new procedures, by ensuring regulatory department's guidelines were communicated and maintained for compliance by staff, coordinating and scheduling staff training, overseeing infrastructural changes with external contractors, engaging technical support team to implement system updates and be onsite for official roll out of project among other oversight duties
- Responsible for overseeing the daily back-office operations of internet banking, wire transfer process, exception item processing & return item processing
- Responsible for leading conversation when communicating sensitive change initiatives to team to ensure buy in and was heavily relied upon by Bank Leadership based on proven results in keeping teams engaged, evidenced in being selected as Top Supervising Officer Countrywide
- Exceeded expectations from internal and external operational audits of process implementations; consistently met or exceeded all corporate benchmarks, expectations, and deadlines
- Successfully led, trained and managed a branch of over 45 team members with staff exceeding expectations of appraisal reports through coaching and development
- Coached direct reporting that sold personal banking products to meet customer needs by identifying and matching customers with products to suit their needs and achieving 120-140% of target year over year
- Established and updated controls and procedures to mitigate operational risks across multiple fields: Reconciliations, Confirmations, Payments, Settlements, Collateral Management, and Client Onboarding
- Identified new business to grow banks’ deposit portfolio and assisted with external marketing to achieve the bank’s financial targets.
- Coordinated with cross-functional teams to develop strategies for the successful launch of operations projects.
Business and Personal Banking Associate
Scotiabank
01.2001 - 01.2008
- Applied strategic sales and marketing techniques in sales and promotion of banking products; maintained good customer relations; and referred customer to appropriate staff for new services
- Recognized and responded to immediate sales or service capacity need(s) of the banking center to reduce customer wait
- Consistently excelled over quota 180+% Responsible for opening and maintaining accounts, including application processing, accountable for growing business relationships with lending, merchant services, etc.
Teller/Data Entry Clerk
01.1998 - 01.2001
- Demonstrated outstanding customer service, resolved customer concerns and helped build customer loyalty
- Achieved sales goal of 106% or more each quarter by identifying customer needs and referring financial products and services
- Performed as a team member in cross-selling bank products to customers at every opportunity to meet sales goals regarding accounts, credit cards, and loans
- Carefully reviewed all client documentation to ensure accuracy of data before entry and timely transmission.
Education
Bachelor of Business Administration - Marketing
University of Technology
01.2012
Skills
- Strategic Planning
- Operations Management Professional
- Project and Team leadership
- Business and Sales Development
- Customer Experience Leader
- Cross-Functional Leadership
- Client Account Management
- Change Management Expert
- Troubleshooting and problem solving
- Keynote Speaking Expert
- Coaching & People Building Excellence
- Process Improvement
- Operations Oversight
Certification
- Mastering the Sales Conversation & Strategic Planning Workshop, Hulaine Strategic Services, 2019
- Certification in Keynote Speaking, Life & Wellness Coaching, John Maxwell Group, 2019
- Certification in Global Business & Mindset Coaching & Motivational Speaking, Les Brown, 2020
Special Awards
- Awarded Among Top 20 Speaker of over 1000 Speakers and shared the stage with Les Brown 2020.
- Branch Manager’s Award for Best Supporting Supervisor -2016
- Customer Service & Sales Coach of the year for Scotiabank Jamaica -2014
- CEO’s Excellence Award -2013
- Best Supporting Player for Scotiabank Jamaica -2008
Timeline
Delivery Manager
Influx Inc.
01.2021 - 03.2022
Independent Contractor
01.2018 - Current
Operations & Project Manager
Scotiabank
01.2008 - 01.2018
Business and Personal Banking Associate
Scotiabank
01.2001 - 01.2008
Teller/Data Entry Clerk
01.1998 - 01.2001
Bachelor of Business Administration - Marketing
University of Technology