Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Steven Mitchell

Texarkana,United States

Summary

Professional with strong background in branch management. Skilled in enhancing operational efficiency, driving growth, and fostering team collaboration. Known for adaptability to changing needs and effective problem-solving. Expertise in strategic planning, customer service, and financial oversight. Reliable leader focused on achieving results and empowering teams.

Overview

20
20
years of professional experience
1
1
Certification

Work History

Branch Manager

Regions Bank
11.2023 - Current
  • Continuously monitored branch performance against key performance indicators, taking corrective actions as needed to ensure objectives were met or exceeded.
  • 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.
  • Managed branch financials including budgeting, forecasting, and expense tracking for accurate reporting and decision-making support.
  • Ensured regulatory compliance through diligent adherence to industry standards, guidelines, and company policies.
  • Examined customer loan applications for loan approvals and denials.
  • Monitored market trends to identify new business opportunities and capitalize on potential growth areas within the community or region served.
  • Implemented risk management strategies to minimize potential losses while maintaining a healthy balance between risk and return on investments.
  • Conducted regular financial reviews and audits, identifying and resolving discrepancies promptly.
  • Oversaw daily branch operations, ensuring compliance with regulatory standards and maintaining operational integrity.
  • Implemented rigorous risk management protocols, safeguarding against potential financial threats.
  • Performed banking, business administration and financial tasks to guarantee five-star service for clients.

Retirement Specialist

Empower Retirement
09.2022 - 11.2023
  • Helped customers deposit, withdraw, and transfer money between accounts, and cross-sold additional bank products when appropriate
  • Responsible for keeping track of loss prevention issues and training and reporting to head Loss Prevention Supervisor
  • Manage inbound retirement account inquiries relating to withdrawals, loans, and other general account information while quickly establishing rapport with customers over the phone
  • Consistently met or exceeded handle time and customer service goals which led to a positive customer experience while at the same time cutting down on wait and hold times that would negatively impact the customer experience
  • Provided quality service to participants, ensured a pleasant calling experience, and fielded inquiries on various details about their accounts
  • Accurately responded to inbound phone calls using designated script, active listening skills, and extensive product knowledge to solve customer inquiries
  • Performed data entry on customer names, addresses, phone numbers, emails, beneficiary information, and bank account details into the participant profile while maintaining the privacy and security of the participant account
  • Interacted with 50+ inbound calls daily from participant in order to aide and assist them on their financial needs

Assistant Branch Manager/Team Lead

Regions Bank
04.2019 - 09.2022
  • Lead and motivated a team of six bank tellers as well as four account specialists while carrying out various daily branch functions
  • Responsible for the hiring, training, and coaching of all new and current team members
  • Oversaw business and consumer transactions and practices to comply with regulations, bank policies and procedures, and internal audit requirements
  • Maintained relationships with business and consumer partners to assist customers with complex financial needs
  • Established and updated work schedules to account for changing staff levels and expected workloads
  • Responsible for monthly reports in respect to the branch's overall cash handling as well as performing daily, weekly, monthly, and quarterly audits of all cash within the branch
  • Performed weekly coaching sessions with all employees on an individual basis
  • Responsible for meeting weekly, monthly, quarterly, and yearly goals in regards to cash handling, new accounts, product sales, customer contacts to generate new business, and customer service goals as well as being responsible for making sure that my staff met them as well
  • Follow up with current and potential clients in order to maintain and secure account relationships

Assistant Store Manager

Walgreens
02.2006 - 04.2019
  • Coordinated with the store manager to oversee all aspects of store operations, including inventory management, sales forecasting, staff scheduling, and customer service related issues
  • Drove training initiatives to enhance product knowledge and sales techniques for team members
  • Provided operational support to the store manager, which included prioritizing tasks for team members and ensuring compliance with company policies and procedures
  • Managed all daily functions of retail operations with the store manager, including visual merchandising for new products, inventory forecasting, and sales reporting
  • Lead a team of 15 sales associates, defined workflows, provided coaching to improve sales performance, and built a high-performance work culture
  • Supported the store manager throughout the hiring process, including screening applicants, conducting interviews, and coordinating onboarding activities
  • Directly responsible for communicating with vendors, managing purchase orders, and conducting forecasting to maintain optimal stock levels
  • Coordinated with the store manager to conduct performance evaluations, execute training initiatives, and develop incentives to drive employee engagement
  • Responsible for daily, weekly, monthly, and yearly inventory control for both the front end retail portion of the store as well as the pharmacy department
  • Monitored cash intake and deposit records with the main purpose of increasing accuracy and decreasing discrepancies
  • Directly responsible for the weekly scheduling of both front end and pharmacy team members to meet service demands and customer needs
  • Fostered a culture of exceptional customer service with a focus on efficiency, speed, and friendliness with the main goal of generating repeat business as well as generating new business
  • Planned and implemented monthly and quarterly store layout updates as directed by corporate
  • Responsible for the implementation and follow through of plans to meet weekly, monthly, quarterly, and yearly inventory, sales, and customer service goals as set by corporate

Education

Bachelor of Arts - Sociology

Henderson State University
Arkadelphia, Arkansas
03.2003

Skills

  • Excellent time management skills
  • Decision-making
  • Customer relationships
  • Attention to detail
  • Coaching and mentoring
  • Team supervision
  • Client relationship management
  • Staff management
  • Operations management
  • Cash handling
  • Product training
  • Goals and performance
  • Risk mitigation
  • Operational reports
  • Loans
  • Regulatory compliance

Certification

  • NMLS Certification (ID #1849677)


Timeline

Branch Manager

Regions Bank
11.2023 - Current

Retirement Specialist

Empower Retirement
09.2022 - 11.2023

Assistant Branch Manager/Team Lead

Regions Bank
04.2019 - 09.2022

Assistant Store Manager

Walgreens
02.2006 - 04.2019

Bachelor of Arts - Sociology

Henderson State University

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