Summary
Overview
Work History
Education
Skills
Timeline
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Melissa Ruffin

Catskill,NY

Summary

Dynamic Branch Manager at KeyBank with a proven track record in enhancing customer satisfaction and operational efficiency. Skilled in coaching and relationship management, I drive performance through effective training and development. Committed to delivering exceptional client experiences while ensuring compliance and fostering strong partnerships. Recognized for achieving key performance indicators consistently.

Overview

6
6
years of professional experience

Work History

Branch Manager

KeyBank
04.2021 - 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.
  • Embodies a strong client experience culture, being present with every client and teammate and realizing the impact we can have on their day, personally, professionally, and financially
  • Deliver a consistent, disciplined coaching and performance management process by observational coaching, joint sales calls, growth and development, utilization of training tools, all leveraging our culture of reward and recognition

Personal Banker

Keybank
12.2018 - 04.2021
  • Embodies a strong client experience culture, being present with every client and teammate and realizing the impact we can have on their day, personally, professionally, and financially.
  • Listen for clues for financial wellness opportunities during client conversations and provide effective and customized financial wellness recommendations to clients
  • Consistently attains individual activity, behavior, and outcome expectations.
  • Opening personal and business accounts (consumer checking, small business, various deposit products, home equity, unsecured lending, certificates of deposit, etc.).
  • Developing strong partnerships with branch teammates and line of business partners – focusing on client acquisition and deepening the relationship of current clients; effectively managing internal and external centers of influence.
  • Ensuring compliance with operational, risk, security and audit procedures and policies including appropriate documentation of client interactions.
  • Support of branch operations including assisting with client transactions on the Teller line as needed.
  • Participate in and occasionally facilitate morning huddles and end of day debriefs
  • Performs other duties as assigned; duties, responsibilities and/or activities may change or new ones may be assigned at any time with or without notice
  • Complies with all KeyBank policies and procedures, including without limitation, acting professionally at all times, conducting business ethically, avoiding conflicts of interest, and acting in the best interests of Key’s clients and Key.

Education

Associate of Science - Social Sciences

Ulster County Community College
05-2004

Skills

  • Branch operations management
  • Customer service
  • Customer relationships
  • Excellent time management skills
  • Coaching and mentoring
  • Relationship building and management
  • Client relationship management
  • Operations management
  • Decision-making
  • Training and development

Timeline

Branch Manager

KeyBank
04.2021 - Current

Personal Banker

Keybank
12.2018 - 04.2021

Associate of Science - Social Sciences

Ulster County Community College

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Melissa Ruffin