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, TX12.2020
Human Resource Management/Busines Management -
American Intercontinental University BBA
Houston, TX12.2020
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
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