Summary
Overview
Work History
Skills
Timeline
Generic

Margaret Rowlett

Jeffersonville,IN

Summary

Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.

Overview

12
12
years of professional experience

Work History

Dedicated Client Service Manager

ADP
02.2022 - Current
  • Oversee portfolio of 401(k) clients, ensuring high levels of satisfaction through effective communication and proactive service
  • Use industry knowledge, customer service skills and analytical nature to resolve complex customer concerns and promote loyalty.
  • Collaborate with internal teams implement and administer client needs
  • Empower clients by teaching tools and resources to promote self efficiency
  • Conduct regular reviews and analysis of client plans, identifying opportunities for optimization and efficiency
  • Lead Team Engagement Committee contributing to increase team engagement and collaboration

Cluster Branch Leader

Truist
05.2021 - 02.2022
  • Enhanced branch production rates by handling staff conflicts, evaluations, hiring, and termination processes and coaching employees on company protocol and payroll operations.
  • Conduct weekly Integrated Relationship Partner meetings with team to solidify strong, trusting partnerships to increase communication and expectations to bring consistency in referral participation
  • Responsible for relationship development for small business clients, including lending and partnership referrals such as treasury management, merchant services, business banking, retirement and commercial
  • Assessed client experience through direct observations, surveys, client callbacks, while providing daily individualized and group coaching based on feedback and observations
  • Handled all escalated results by implementing timely, knowledgeable, and effective solutions while balancing clients needs, business needs, and client experience
  • Facilitate financial education workshops to mid/large size business client employees

Branch Manager, Senior

PNC
04.2018 - 12.2020
  • Managed traditional and universal branch, focusing on strengths and challenges to develop appropriate strategies for growth and client experience resulting in sustainable increased results in production
  • Increased client conversations with strong focus on consultative conversations, client experience, pre-appointment planning results in consistent goal achievement at or above
  • Under performing branches around client experience improved to high performing client experience branches, moving from rolling-red branch to green branch by implementing client experience behaviors and expectations
  • Developed and delivered an employee of the month program with a strategic focus on client experience and brand core values
  • Responsible for maintaining client relationship through proactive outreach, delivering consultative approach to deepen relationship while understanding current, future, and unforeseen needs.
  • Assessed employee performance and developed improvement plans

Financial Center Manager

Fifth Third Bank
05.2012 - 03.2017
  • Performed quality assurance checks on transactions and account actions to assess compliance with state and federal regulations.
  • Built and lead high-performance team focused on achieving sales and service goals.
  • Create engaging and creative team curriculum ideas to engage and educate on new products, services, tools etc. resulting in banking center being in top 10% of company
  • Maintain book of business for consumer and business relationship by implementing consistent communication channel, strategic problem solving, and delivering recommendation using a consultative approach
  • Develop a team of top performing producers through accountability, coaching, observations, feedback, and expectation of consistency

Skills

  • Active Listening Skills
  • Conflict Resolution
  • Collaboration
  • Change Management
  • Excellent communication
  • Sales expertise
  • Work Planning and Prioritization

Timeline

Dedicated Client Service Manager

ADP
02.2022 - Current

Cluster Branch Leader

Truist
05.2021 - 02.2022

Branch Manager, Senior

PNC
04.2018 - 12.2020

Financial Center Manager

Fifth Third Bank
05.2012 - 03.2017

Similar Profiles

CREATE PROFILE
Margaret Rowlett