SHYHRETE SHUKI-ETI
Fort Lee
Summary
- Knowledgeable bank management professional bringing a well-coordinated and disciplined approach to department leadership. Well-versed in tracking data, writing reports, and presenting talks to business leaders. Sales and customer relations expert.
- Analyzed branch performance dashboards and financial KPIs to identify trends, improve efficiency, and drive revenue growth.
- Created and maintained weekly and monthly operational reports using Excel to track sales, customer satisfaction, and compliance metrics.
- Used data-driven insights to coach staff, improving team productivity and increasing customer satisfaction scores
Overview
15
15
years of professional experience
1
1
Certification
Work History
Financial Center Manager
Spencer Savings Bank
Cliffside Park
07.2024 - Current
- Multi-Branch Leadership: Managed daily operations of my own branch while providing oversight, coaching, and performance guidance for seven additional branches, ensuring operational efficiency and consistent customer experience.
- Data-Driven Performance Management: Utilized branch and district KPIs, dashboards, and reports to monitor team performance, identify trends, and implement targeted strategies that improved productivity and customer satisfaction.
- Training & Development: Designed and implemented training programs for new hires and branch staff on financial products, customer service, and operational best practices, leveraging performance data to customize development plans.
- Strategic Alignment & Reporting: Collaborated with regional leadership to translate corporate strategies into actionable branch initiatives, providing regular reporting and insights to inform district-level decisions.
- Process Improvement: Streamlined branch workflows and operational processes based on reporting and analytics, reducing inefficiencies and improving overall service delivery.
Bank Branch Manager/District Manager
Santander Bank/Financial Center
New Jersey
01.2019 - 07.2024
- Managed multiple branches: Oversaw daily operations of my own branch while providing leadership and guidance across seven additional branches in my district, ensuring operational efficiency, compliance, and performance excellence.
- District-level oversight: Supported district strategy and performance goals, coaching branch managers, monitoring KPIs, and driving initiatives to improve customer experience and team productivity.
- Improved customer experience by 30% by implementing customer-centric strategies and recommending products and services to meet their needs.
- Developed and executed strategies to increase revenue by 20% in six months.
- Managed a team of 8 employees, set clear expectations, and held staff accountable for their performance.
- Ensured compliance with all regulatory and security protocols and maintained vault cash accuracy.
- Improved staff skills by coaching, training, and conducting performance evaluations.
- Develop branch staff through effective communication and constructive feedback with an eye towards employee's long-time career growth.
- Collaborated with HR to handle difficult employee situations and took constructive action as needed.
- Managed daily branch operations to ensure efficient service delivery.
- Supervised staff to enhance customer service and operational efficiency.
- Developed training programs for new employees to improve performance standards.
- Conducted regular audits to maintain compliance with banking regulations.
- Implemented sales strategies to promote financial products and services.
- Resolved customer inquiries and complaints to foster positive relationships.
- Analyzed branch performance metrics to identify improvement areas.
Assistant Branch Manager
HSBC Bank
New York
01.2014 - 01.2019
- Assisted the Branch Manager in overseeing a small branch and supported branch service and sales goals.
- Improved customer satisfaction scores by 25% through effective coaching, training, and implementing service recovery strategies.
- Delegated work assignments and ensured that staff demonstrated operational expertise and understanding of policies and procedures.
- Supported the staff with complex operational questions and issues, such as wire approvals and troubleshooting of ATMs.
- Established and grew customer relationships by recommending products and services that met their needs.
- Assisted the Branch Manager in executing branch controls in an effective and timely manner.
- Maintained proficiency in regulatory compliance and industry developments and apprised staff of same.
Personal Banker
HSBC Bank
New York
01.2011 - 01.2014
- Assisted customers with various transactions, recommended products and services, and ensured that customers received an exceptional banking experience.
- Improved customer retention by 20% through effective communication and problem-solving skills.
- Developed an understanding of customers' needs and expectations and ensured that products and services were offered that addressed those needs.
- Assisted in growing customer relationships by recommending appropriate products and services.
- Maintained accuracy of work, balanced risk mitigation and procedural accuracy with the customer experience, and made exceptions appropriately.
- Demonstrated strong attention to detail and basic mathematical skills.
- Demonstrated customer service, organizational, and communication skills.
- Maintained primary responsibility for vault cash and adhered to security and audit-related protocols.
Education
Bachelors - liberal arts and Communication
Southern New Hampshire University
Associate degree - Early Childhood education
Skills
- Leadership
- Customer Service
- Sales
- Organizational Communication
- Interpersonal
- Microsoft Office
- Bank and Branch Security Procedures
- Staff management
- Bank security expert
- Risk analysis
- Loans
- Financial compliance
- Team performance
- Customer relationship management
- Revenue generation
- Operational efficiency
- Regulatory adherence
- Employee training
- Performance evaluation
- Effective communication
- Problem solving
- Coaching techniques
- Operations management
- Relationship management
- Portfolio management
- Partnership development
- Report generation
- Strategic planning
- Compliance oversight
- Team leadership
- Data visualization
- Data analysis
- Financial reporting
Certification
TEFL Certificate, An internationally recognized entry-level credential for teaching English as a Foreign Language (EFL) in schools and communities.
Accomplishments
- Employee Development, Developed and mentored team members who went on to receive promotions and assume leadership positions.
- Process Improvement, Identified and implemented process improvements that resulted in a 20% increase in efficiency.
Awards
- Top Performer Award, Recognized for consistently exceeding sales goals for three consecutive quarters.
- Leadership Award, Received award for hard work and dedication to the team and those around. Excellence in customer service, based on positive customer feedback.
Languages
- Albanian, Native
- English, Native
- Spanish, Intermediate
Strengths
- Data-Driven Team Leadership: Leveraged performance metrics to improve team productivity by 30% through targeted coaching and delegation.
- Process Optimization through Analytics: Used operational data to redesign workflows, reducing customer wait times by 50%.
- Customer Insights & Reporting: Monitored customer feedback data to maintain a 95% satisfaction rating.
Timeline
Financial Center Manager
Spencer Savings Bank
07.2024 - Current
Bank Branch Manager/District Manager
Santander Bank/Financial Center
01.2019 - 07.2024
Assistant Branch Manager
HSBC Bank
01.2014 - 01.2019
Personal Banker
HSBC Bank
01.2011 - 01.2014
Bachelors - liberal arts and Communication
Southern New Hampshire University