Serina Ratliff
Yakima
Summary
Accomplished Senior Business Relationship Manager with a proven track record at JP Morgan Chase Bank NA, adept in operations management and relationship building. Excelled in enhancing client satisfaction and loyalty, securing favorable terms with stakeholders, and leading teams to exceed performance targets. Expert in strategic planning and client engagement, consistently developing solutions that foster long-term partnerships.
Overview
22
22
years of professional experience
Work History
Senior Business Relationship Manager
JP Morgan Chase Bank NA
10.2023 - Current
- Maintained open lines of communication with stakeholders at all levels of the organization, fostering a culture of transparency and accountability.
- Negotiated contracts with suppliers and vendors, securing favorable terms while maintaining strong relationships.
- Utilized advanced financial analysis techniques to accurately assess client needs.
- Strengthened client relationships by consistently delivering high-quality service and support.
- Managed a portfolio of key accounts, ensuring consistent revenue generation and account retention.
- Developed customized solutions in response to unique client needs, fostering long-term partnerships.
Business Relationship Manager II
JP Morgan Chase Bank NA
01.2022 - 10.2023
- Worked with sales team to collaboratively reach targets, consistently meeting or exceeding personal quotas.
- Performed effectively in self-directed work environment, managing day-to-day operations and decisions.
- Fostered lasting relationships with customers through effective communication and quick response, resulting in long-term loyalty and expanded client base.
- Selected correct products based on customer needs, product specifications and applicable regulations.
Business Relationship Manager I
JP Morgan Chase Bank NA
04.2018 - 01.2022
- Developed, maintained and utilized diverse client base.
- Stayed current on company offerings and industry trends.
- Attended monthly sales meetings and quarterly sales trainings.
- Fielded customer complaints and facilitated negotiations, resolving issues and reaching mutual conclusions.
- Increased sales with execution of full sales cycle processing from initial lead processing through conversion and closing.
- Met existing customers to review current services and expand sales opportunities.
- Developed and maintained strong working relationships with professionals within assigned territory.
Branch Manger
JP Morgan Chase Bank NA
01.2012 - 04.2018
- 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.
- Interviewed and hired talented individuals with top-level strengths, improving organizational talent, and skill set.
- Developed a high-performing team through targeted recruitment, training, and performance management initiatives.
Multi Site Branch Manager
Wells Fargo & Company
07.2002 - 01.2011
- 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.
- Evaluated employee performance regularly through appraisals and feedback sessions to facilitate continuous development of skills and knowledge base within the team.
- Collaborated with senior leadership on strategic planning initiatives to align branch objectives with corporate goals.
- Met deadlines by proactively managing individual and team tasks and streamlining processes.
Education
Associate of Arts - Finance
Clark Community Collage
Vancouver, WA07-2001
Skills
- Operations management
- Workload management
- Client engagement
- Influencing skills
- Customer service
- Attention to detail
- Team leadership
- Relationship building and management
- Banking
- Strategic planning
Timeline
Senior Business Relationship Manager
JP Morgan Chase Bank NA
10.2023 - Current
Business Relationship Manager II
JP Morgan Chase Bank NA
01.2022 - 10.2023
Business Relationship Manager I
JP Morgan Chase Bank NA
04.2018 - 01.2022
Branch Manger
JP Morgan Chase Bank NA
01.2012 - 04.2018
Multi Site Branch Manager
Wells Fargo & Company
07.2002 - 01.2011
Associate of Arts - Finance
Clark Community Collage
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