PERCIVAL OUTLAND JR
Philadelphia,PA
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
17
17
years of professional experience
Work History
Director of Operations
Wells Fargo
05.2022 - Current
- Perform moderately complex operations duties in support of service center or department environment
- Collect data and prepare related operational reports; prepare input forms for automated data processing system
- Furnish information to authorized personnel while safeguarding sensitive and proprietary info to prevent any possible breach in data
- Provide guidance to all levels of employees regarding personnel policies and processes which frequently requires gathering data for process improvement initiatives while coaching to operational excellence
- Monitored and coordinated workflows to optimize resources
- Mitigated business risks by working closely with staff members and assessing performance.
Associate Operations Processor
Wells Fargo
10.2021 - 05.2022
- Performed general clerical operations tasks that are routine in nature
- Received, logged, batched, and distributed work; filed, photocopied, and answered phones
- Prepared and distributed incoming and outgoing mail
- Regularly received direction from supervisor and escalated questions and issues to more experienced roles
- Managed work flow and trained and developed new and tenured employees
- Answered queries by locating and retrieving necessary files.
Branch Manager
Citizens Bank
02.2019 - 02.2021
- Responsible for growing revenue through loans, deposits, investments and other banking products
- Analyzed balances and sales trends to predict future performance and ensure progress
- Managed 11 employees, overseeing customer service, staffing, HR, and operational duties
- Used service reports and sales results to predict future production and to motivate team
- Coached and developed branch staff by offering constructive feedback and taking interest in their long-term career growth
- Elevated branch customer survey scores to over 90 percent
- Handled complex customer transactions, problems, or inquiries
- Coached staff on company procedures, policies, expectations, and initiated corrective actions
- Participated and facilitated in weekly managers' conference call to share new and best practice ideas and/or strategies
- Consulted customers to boost product sales and services
- Compiled database of loan applicants' credit histories, financial statements and other financial information.
Retail Relationship Banker
Citizens Bank
02.2017 - 02.2019
- Analyzed customer requirements and recommended appropriate solutions
- Facilitated sales referrals to other service partners if required by client
- Ensured optimal utilization of all marketing resources to expand client base
- Coordinated with bank office team and ensure of achievement of all office sales objectives
- Ensured compliance to all internal security policies and procedures
- Performed regular one-on-one interaction with all customers ensure satisfaction while uncovering additional needs
- Helped clients make informed decisions about financial future.
Program Director
Boys & Girls Club of Philadelphia
04.2012 - 08.2016
- Planned and managed overall Club programs
- Provided leadership and direction to youth development professionals
- Met established schedules/deadlines while maintaining confidentiality in all assignments and responsibilities
- Responsible for training/mentoring staff
- Coordinated program services and cooperative learning activities
- Monitored and evaluated programs, services, and activities to ensure safety of members, quality in programs, and site appearance
- Developed and recommended policies and procedures for evaluating programs
- Provided ongoing direction and leadership for program operations
- Recruited and trained staff and volunteers to upgrade collective team skills.
Center Manager
America's Cash Express
06.2006 - 01.2012
- Marketed all financial services through cross selling and solicitation
- Established and maintained excellent customer service
- Ensured maximized sales and profitability
- Managed and calculated risk
- Handled and balanced cash inventory, deliveries, and re-deposits while balancing center inventory
- Performed statistical analyses to gather data for operational and forecast team needs
- Mitigated business risks by working closely with staff members and assessing performance
- Negotiated price and service with customers and vendors to decrease expenses and increase profit.
Education
Bachelor of Science - Business Administration and Marketing
Chestnut Hill College
Skills
- Performance Analysis
- Operational Leadership
- Budget Controls
- P&L Responsibility
- Training and Development
- Customer Relationship Management
- Productivity Performance
- Leadership Development
Timeline
Director of Operations
Wells Fargo
05.2022 - Current
Associate Operations Processor
Wells Fargo
10.2021 - 05.2022
Branch Manager
Citizens Bank
02.2019 - 02.2021
Retail Relationship Banker
Citizens Bank
02.2017 - 02.2019
Program Director
Boys & Girls Club of Philadelphia
04.2012 - 08.2016
Center Manager
America's Cash Express
06.2006 - 01.2012
Bachelor of Science - Business Administration and Marketing
Chestnut Hill College
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