Melissa Lummer
Kettering,Ohio
Summary
Experienced and accomplished Branch Manager with a proven track record in leading all aspects of business operations. A strategic thinker and tactical decision-maker, passionate about providing exceptional customer service and exceeding expectations. Excels at finding creative solutions to de-escalate situations and drive positive change. Strong commitment to fostering client loyalty and relationship development, consistently meeting or exceeding banking center performance goals. Known for open-door policy and team-oriented approach, effectively leading communication efforts and promoting team collaboration at every level. Deep understanding of bank products, processes, policies, and procedures, actively encouraging knowledge sharing among team members. Hub Leader for the Operations Department and member of the IMPACT Mentor program, continuously seeking new contacts and business opportunities. Expertise includes successfully up-selling financial products and services to customers, as well as ensuring compliance with audit operations. Strong focus on customer retention, account maintenance, and administrative duties, consistently passing random audits with flying colors. Possesses exceptional accuracy in loan processing from origination to distribution, maintaining a remarkable 98% accuracy rating.
Overview
24
24
years of professional experience
Work History
Branch Manager
Union Savings Bank
05.2023 - Current
- Continuously monitored branch performance against key performance indicators, taking corrective actions as needed to ensure objectives were met or exceeded.
- Maintained friendly and professional customer interactions.
- Improved customer satisfaction ratings by enhancing service quality and resolving client issues promptly.
- Oversaw daily operations for streamlined efficiency, ensuring timely execution of tasks and optimal resource allocation.
- Implemented effective sales strategies to achieve branch targets and exceed expectations consistently.
- Evaluated employee performance regularly through appraisals and feedback sessions to facilitate continuous development of skills and knowledge base within the team.
- Strengthened relationships with key clients, securing long-term partnerships and driving revenue growth.
- Collaborated with senior leadership on strategic planning initiatives to align branch objectives with corporate goals.
- Managed branch financials including budgeting, forecasting, and expense tracking for accurate reporting and decision-making support.
- Interviewed and hired talented individuals with top-level strengths, improving organizational talent, and skill set.
- Enhanced branch production rates by handling staff conflicts, evaluations, hiring, and termination processes and coaching employees on company protocol and payroll operations.
Consumer Banker IV
First Financial Bank
11.2014 - 05.2023
- Looking for new contacts and business
- As a sales and service specialist, daily, weekly, and monthly operations (such as balancing vault, ATM and other audit operations)
- Assisted branch manager in conducting risk assessments analysis which led to an improved understanding of potential vulnerabilities within the Consumer Banking division.
- Mentored junior bankers, sharing industry knowledge and best practices to improve overall team performance.
- Developed in-depth understanding of bank policies, procedures, and regulatory requirements, ensuring consistent adherence across all tasks performed.
- Increased loan application approvals through diligent client assessment and documentation review.
- Responsible for balancing ATM, vault and cash dispenser
- Customer Retention, account maintenance, and administrative duties
- Consistently exceeded company standards for up-selling financial products and services to customers
- Successfully pass random audits
- Loan processing form origination to distribution with 98% accuracy rating.
- Enhanced customer satisfaction by providing personalized financial solutions and expert advice.
- Collaborated with cross-functional teams to launch successful marketing campaigns for banking products and services.
Branch Financial Sales Consultant
PNC Bank
09.2004 - 10.2014
- Delivered informative seminars to educate potential clients about available products and services offered by the branch.
- Handled complex customer issues professionally, resolving concerns promptly while maintaining high levels of client satisfaction.
- Ensured compliance with all company and regulatory guidelines, maintaining an impeccable record of adherence to policies and procedures.
- Improved customer retention rates through exceptional service and consistent follow-ups on client inquiries.
- Assisted in training new team members, sharing best practices to ensure their success within the organization.
Customer Service Associate
JP Morgan & Chase
01.2001 - 09.2004
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Handled customer complaints professionally, resulting in satisfactory outcomes and positive feedback.
- Maintained a high level of product knowledge, providing accurate information to customers.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Achieved consistently high levels of customer satisfaction by prioritizing empathy, patience, and effective problem-solving skills during interactions.
- Developed strong relationships with clients through attentive listening and empathetic understanding of their needs.
- Trained new associates in customer service protocols, elevating overall team's performance.
Education
No Degree - Business
Wright State University
Dayton, OHSkills
- Branch Operations Management
- Customer Service
- Customer Relationships
- Excellent time management skills
- Training and Development
- Interviewing and Hiring
- Sales Development
- Work Prioritization
- Goal Setting
Certifications
- Ohio Notary Pubic
- Leadership Circle Awardee- Quarter 4 of 2019, Quarter 1 & 4 of 2020
- Customer Champion in December 2005, January 2007 and May 2007
- CSA MVP Award 2002
Timeline
Branch Manager
Union Savings Bank
05.2023 - Current
Consumer Banker IV
First Financial Bank
11.2014 - 05.2023
Branch Financial Sales Consultant
PNC Bank
09.2004 - 10.2014
Customer Service Associate
JP Morgan & Chase
01.2001 - 09.2004
No Degree - Business
Wright State University
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