Susan Hampson
National Consumer Banking Sales Trainer
Peoria,AZ
Summary
25 years of banking experience with strong leadership skills and a passion for customer service and sales behaviors. Proven ability to develop and coach successful sales teams while maintaining customer loyalty and retention. Strong leadership background in facilitation, developing training programs, scheduling, hiring, and goal preparation for all job families. Ability to evaluate and manage internal controls by following policies and procedures. Passion to develop individual success combined with the ability to lead a team to meet organizational goals through strong activities and behaviors.
Overview
28
28
years of professional experience
Work History
Global Faculty; Faculty III
JPMorgan Chase
01.2020 - Current
- Enhanced employee retention through ongoing coaching and mentoring for newly hired Branch Manager professionals.
- Streamlined onboarding process for Branch Manager new hires for half the country, ensuring proper training in product knowledge, sales techniques, and company policies as a dedicated Faculty Guide.
- Facilitate both virtual and in-person Consumer Banking classes supporting national sales behaviors for branch employees.
- Train national sales behaviors through facilitation of the Business Management Cycle, Relationship Management Cycle and the Grow Coaching Model.
- Developed customized training modules to address specific needs of various markets and regions.
- Collaborated with sales leaders to align training initiatives with strategic business goals.
- Facilitated workshops focused on overcoming objections, closing deals, and building long-term client relationships.
- Fostered a positive learning environment that encouraged open dialogue, collaboration, and continuous improvement among team members.
- Kept abreast of emerging trends within the industry to ensure relevance of training content across all levels of the organization.
- Reinforced key messages through multiple channels including presentations, case studies, group discussions, hands-on exercises, role-plays, and interactive simulations.
- Provided ongoing support to sales teams by acting as a resource for product knowledge, industry news, competitive analysis, and performance enhancement strategies.
- Led group training courses to align with corporate sales and service behaviors.
- Streamlined assessment processes to provide valuable feedback on individual progress and growth areas efficiently.
- Facilitated group discussions and activities that encouraged critical thinking, self-reflection, and effective communication strategies.
- Led regular follow-up sessions with past participants to reinforce key learnings, assess progress, and offer additional support as needed.
- Support Market Expansion Market Director New Hires overall on-boarding experience and customized training.
Management Development Specialist
JPMorgan Chase
06.2008 - 01.2020
- Responsible for managing the Chase Assistant Branch Managers, Branch Manager and Lead Associate Operations Development Programs for multiple Regions.
- Worked hand in hand with both Regional and Market Directors to prepare future leaders for success by supporting all training efforts and readiness for branch roles.
- Strategically organized and communicated detailed training plans for individual learners prior to them officially being placed in the branches.
- Facilitated group coaching sessions and provided individual coaching support.
- Supervised, trained and developed associates through ongoing coaching. Scheduled and facilitated coaching calls with trainees, mentors, and managers on a consistent basis to manage the status and program completion.
- Participated in market, parner, and leadership meetings including but not limited to: Operations Workshops, Branch Manager/Assistant Branch Manager meetings, Business Reviews, and facilitated Mentor Certification Workshops.
- Prepared training materials and instructional strategies to track student progress, accurately report skills and conduct competency assessments.
- Contributed to creation of training materials such as handouts, scripts and website content.
- Led project teams in creation, maintenance, planning and revision of training materials for targeted employee education and professional development.
- Obtained, organized and developed training procedure manuals, guides and course materials.
District Manager
JPMorgan Chase
04.2006 - 06.2008
- Responsible for developing and coaching manager to ensure excellent sales and customer service for new build banking centers in the North Scottsdale area.
- Coordinated regional marketing efforts to increase brand visibility within target markets, attracting new customers while retaining current clientele base.
- Lead sales teams to meet aggressive sales and service goals with extreme focus on building business relationships through networking and community involvement.
- ·Demonstrate strong organizational and communication skills needed to lead new build banking center managers in both presales, branch sales, and customer service behaviors.
- Developed a high-performing team through targeted recruitment, training, and performance management initiatives.
- Stayed up-to-date on industry trends and best practices, incorporating relevant information into business reviews.
New Build Branch Manager
JPMorgan Chase
09.2004 - 04.2006
- Responsible for managing a successful team at a New Build Banking center. Onboard and developed a new team to understand the importance of building lasting customer relationships.
- Aggressive business strategies to grow consumer and business relationships by working with branch partners to assure customer satisfaction.
- Coach and mentor sales culture to achieve aggressive sales and customer service goals.
- Order supplies and organize operation controls in a new banking center.
- Extreme focus to build business relationships by working leads and cold calling business’s.
- Create community awareness through involvement with the Chamber of Commerce and networking groups.
- Increased branch profitability by implementing cost-saving measures and streamlining operational processes.
- Developed a high-performing team through targeted recruitment, training, and performance management initiatives.
- Improved customer satisfaction ratings by enhancing service quality and resolving client issues promptly.
- Strengthened relationships with key clients, securing long-term partnerships and driving revenue growth.
- Number one new build in the West Region, National Achiever.
Consumer Banking Manager
Wells Fargo
10.2002 - 09.2004
- Responsible for mentoring and coaching a successful sales team of 25 employees in a large traditional banking center. Achieving high sales and customer growth in a fast passed traditional branch. Develop a highly motivated sales team to exceed personal and branch goals.
- Generated substantial and profitable repeat business, by delivering high quality service to clients.
- Consistently coach sales staff with extreme focus on team work and branch unity.
- Profile customers through needs assessment to offer suitable bank products and services.
- Pro-actively give feedback to staff members to ensure increase in cross-selling to existing customers.
- Work hand in hand with every individual to ensure operational controls are being successfully demonstrated and completed.
- Finished as one of the top performing banking centers in the market.
Education
Associate of Science - Business
Maricopa Community Colleges - Paradise Valley Community College
Phoenix, AZ01.2002
Skills
- Superior interpersonal and customer relations abilities
- Strong work ethic; flexible; view new environments and situations as a challenge
- Excellent coach and mentor
- Work well independently; self-motivated; self-sustained
- Enjoy working with people; appreciate diversity
- Encourage team effort; effectively mentor and coach others
- An aggressive decision-maker and problem-solver
- Organize and present sales strategies and product knowledge to entire sales market
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Global Faculty; Faculty III
JPMorgan Chase
01.2020 - Current
Management Development Specialist
JPMorgan Chase
06.2008 - 01.2020
District Manager
JPMorgan Chase
04.2006 - 06.2008
New Build Branch Manager
JPMorgan Chase
09.2004 - 04.2006
Consumer Banking Manager
Wells Fargo
10.2002 - 09.2004
Associate of Science - Business
Maricopa Community Colleges - Paradise Valley Community College
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