Summary
Overview
Work History
Education
Skills
Certification
Groups
Timeline
AssistantManager

Tera Marougas

Aberdeen,United States

Summary

Results-oriented Manager with extensive experience developing client relationships and referral networks. Top-performer with track record of consistently meeting or exceeding sales goals. Talented at educating customers /members on banking services and products and recommending best options to meet long- and short-term needs. Equally skilled as a leader who cultivates cohesive teams to meet and exceed financial goals while maintaining adaptability to changing markets.

Overview

16
16
years of professional experience
1
1
Certification

Work History

Assistant Branch Manager

APGFCU
08.2022 - Current
  • Supervise team of 6 branch employees.
  • Complete employee performance reviews.
  • Conduct weekly/monthly meetings to motivate staff, address concerns around dual control and compliance procedures, plan improvements and evaluate progress towards branch goals.
  • Create/manage employee schedules and timesheets, balancing individual requests and requirements with business needs.
  • Respond to member concerns, working alongside Branch Manager to raise member satisfaction ratings.
  • Supervise and motivate staff to help improve skillsets, achieve daily objectives, and attain advancement.
  • Training and development of new team members in alignment with branch service standards and objectives.
  • Coaching and development of branch staff via constructive feedback and continuous training opportunities.
  • Enhance branch production rates by handling staff conflicts, evaluations, hiring, and termination processes and coaching employees on company protocol and payroll operations.
  • Knowledge of branch financial products.
  • Establish rapport and manage relationships with members through continuous out with product recommendations and account updates.
  • Change agent for communicating and Implementing process improvements to increase productivity.
  • Collaborate with tellers, universal bankers, and personal bankers through team building exercises to exceed sales and member service goals.
  • Teller functions/cash drawer handling/check acceptance/CTR reporting/Negotiable Instruments.
  • ATM settlement maintenance.
  • Facilitate member satisfaction by executing personal communication and frequent follow-ups.
  • Maintain friendly and professional member interactions.
  • Business banking/Treasury Management/Merchant Services.
  • Compliance with regulatory guidelines and requirements. Account opening/KYC/CIP/BSA/AML.
  • Submit loan applications to underwriter for verification and recommendation.
  • Loan auditing. Loan protections sales, GAP sales.
  • DocuSign loan disbursal's.
  • Meet deadlines by proactively managing individual and proper delegation of team tasks.
  • Branch audits.
  • Responded to customer concerns, working with manager to significantly raise customer satisfaction ratings

Assistant Branch Manager

M&T Bank
04.2019 - 08.2022
  • Led team of 7 branch employees.
  • Effectively utilized M&T Way sales process to achieve sales targets and enhance customer loyalty.
  • Responsible for sales management, digital engagement, effective communications, modeling expected behaviors, and providing top-notch customer service.
  • Tasked with recruiting and interviewing candidates, development of employees through 1 on 1 meetings, huddles, and round tables. Acted as change agent for new systems, processes, and marketing opportunities
  • Branch mentor for new hires and newly promoted employees
  • Managing multiple priorities, making executive decisions as needed, and prioritizing risk management
  • Advising and guiding business and retail clients throughout their financial journey and utilizing partners as needed to promote revenue growth.
  • Community outreach.
  • Business outreach.
  • Supervised and evaluated staff to help improve skills, achieve daily objectives, and attain advancement

Store Manager

CTRTO LLC/Rent A Center
05.2008 - 04.2019
  • Led team of 6 employees
  • Achieved consecutive "Best Store" awards through tremendous sales growth, percent collected, and consistent credit management.
  • Responsible for promotion of 4 store managers during time as manager.
  • Ensured superior customer service through extensive employee training, coaching, and development, and financial growth via successful monitoring of in-store operations and enhancing overall customer experience.
  • Ensured store compliance with company policy and procedures
  • Risk mitigation/management.
  • Reconciled daily sales transactions to balance and log day-to-day revenue.
  • Managed inventory control, cash control, and store opening and closing procedures.
  • Maintained proper product levels and inventory controls for merchandise and organized backroom to facilitate effective ordering and stock rotation.
  • Maximized sales and minimized shrinkage through excellent customer service and adherence to standard practices.
  • Coached sales associates in product specifications, sales incentives, and selling techniques, significantly increasing customer satisfaction ratings.
  • Rotated merchandise and displays to feature new products and promotions.
  • Completed point of sale opening and closing procedures.
  • Set effective store schedules based on forecasted customer levels, individual employee knowledge, and service requirements.
  • Supervised guests at front counter, answering questions regarding products.
  • Promoted team collaboration, performance, and efficiency by fostering healthy environments focused on mutual success.
  • Managed store employees successfully in fast-paced environment through proactive communication and positive feedback.
  • Assisted with hiring, training and mentoring new staff members.
  • Upheld and communicated store programs and standards to employees for optimal quality, freshness, safety and cleanliness.
  • Reduced financial inconsistencies while assessing and verifying billing invoices and expense reports.
  • Implemented business strategies, increasing revenue, and effectively targeting new markets.
  • Tracked trends and suggested enhancements to both challenge and refine company's product offerings.
  • Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
  • Supervised creation of exciting merchandise displays to catch attention of store customers.
  • Interacted well with customers to build connections and nurture relationships.
  • Managed purchasing, sales, marketing and customer account operations efficiently.

Education

AIU ALumni -

American InterContinental University
Houston, TX
12.2020

Human Resource Management/Busines Management -

American Intercontinental University BBA
Houston, TX
12.2020

Skills

  • Leadership, Conflict Resolution, Time management, Organization, Communication, Adaptability
  • Team building/Development, Critical thinking/ Decision Making, Empathy/Active Listening, Auditing, Financial software/ Services
  • Banking, Account Management, Loans, Sales management/Negotiation, Client Relationship Management, Business Development, Microsoft, Training
  • Compliance Management, Operations Management/Efficiency, Risk Mitigation/ Management, Cash Handling, Resource Management/Allocation, Budget Control

Certification

  • Medallion Signature Guarantee, 09/2021, Present
  • Notary Public, 10/2020, Present

Groups

  • Women's Interest Group WIN, 09/2020, August 2022
  • African American Resource Group AARG - Mid-Atlantic, 09/2020, August 2022
  • M&T Wellness Resource Group, 10/2020, August 2022
  • IGen - Baltimore, 10/2020, August 2022
  • Welcome Resource Group- Baltimore, 10/2020, August 2022

Timeline

Assistant Branch Manager

APGFCU
08.2022 - Current

Assistant Branch Manager

M&T Bank
04.2019 - 08.2022

Store Manager

CTRTO LLC/Rent A Center
05.2008 - 04.2019

AIU ALumni -

American InterContinental University

Human Resource Management/Busines Management -

American Intercontinental University BBA
  • Medallion Signature Guarantee, 09/2021, Present
  • Notary Public, 10/2020, Present
Tera Marougas