KATRINA T. BANKS(862) 400-5880 Katrinab24@gmail.com

A Dynamic Sales & Operations Manager with a superlative history of delivering dramatic top and bottom line growth within short time spans. Proven ability to coach and develop employees to exceed sales goals and gain 100% of the customers’ business. I’m a polished professional with exceptional customer service skills and a talent for relationship building. Adept at forging and nurturing key alliances to broaden and establish solid referral partnerships among several departments to meet client needs. An Operations leader with an eye for detail and document preparation. An expert in exceeding compliance & government regulations while coordinating finances with P&L and managing HR training initiatives.

Selected Achievements Increased Customer Satisfaction 68.16% within two months. [Santander Bank] Upon hire, my team has meet/exceeded all quarterly goals & compliance requirements. [Santander Bank] Increased P&L Performance Level from 5 to 1 within three months. [JP Morgan Chase] Attained rank as the #1 Branch in the District 9 out of 12 months. [Bank of America] Increased Household Count 70% within three months. [Bank of America] Over 10 years of consistent highly successful branch audits.

Areas of Expertise Strategic Planning / Execution Financial Planning / P&L HR / Staff Development Key Relationship Development Increased Sales Pipelines New Product Introduction Operations Management Cost Reductions / Controls Existent Account Expansion New Customer Acquisition Staff & Team Leadership Coaching & Role Modeling New Business Development Communications / Negotiations Employee Development Business Process Improvements Proficient in Microsoft Office Suite Call Center Experience

PROFESSIONAL SUMMARY

Santander BankBranch Manager VI 2014 to Current

Strong ability to motivate to succeed while managing an efficient and productive banking center Experience with Commercial Credit & Leasing, Home Equity, Line of Credits, Auto, Personal and Mortgage

Loans Exceeded expectations of gaining 100% of our customer’s business and loyalty Highly successful in identifying, prospecting and growing new profitable relationships from prospective and new

business customers Strong ability to strengthen customer/business relationships through cross-selling and up-selling to maximize

retention and income generation Outstanding ability managing difficult situations with clients, internal employees and partners Formed valuable relationships with community organizations and businesses to promote financial education Highly organized in a fast paced environment that is constantly changing Developed a 5 key customer service best practice initiative that has now become the companies standard

expectation Proven ability to coach others in developing processes to ensure work efficiency and increase customer

satisfaction and revenue Created workforce stability by cultivating an engaged, spirited and well coached team Leads with character, builds trust, respect and credibility through actions and behaviors

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Katrina Banks ♦ Page Two

Ensure staffing levels by recruiting, hiring, scheduling and retaining quality employees Develop and administer performance reviews, performance improvement action plans and corrective action 99.94% Documentation accuracy success rate Created and delivered presentations on project goals, processes, products, sales, service and progress reports Established quarterly security, loss prevention and customer service activities & training for all employees Continually studied Branch operations and gathered feedback to optimize work flow Prepare and file various reports that comply with the banks P&P and federal regulations Outstanding track record in exceeding Branch Audits and developing creative solutions for maintaining

operations Detail orientated and outstanding multitasking abilities Strong analytical, decision making and complex problem solving skills

JP Morgan Chase BankVice President Retail Mortgage Banking Sales Trainer 2011 to 2014

A trusted training adviser working as a field coach to increase revenue and develop Mortgage Bankers and Retail Banking employees

Facilitate classroom training utilizing a variety of delivery methods via classroom, virtual and company intranet

Mentor and motivate sales teams by coordinating and leading weekly sales management calls, directing training programs and quarterly assessments to new & existing team members.

The lead “go-to” person for mentoring/training new and established employees Highly successful in building relationships with outside vendors and companies with the purpose of

exceeding service, sales and profit expectations Extensive knowledge of the Military and a strong leader in developing relationships with Military personnel Proactively creates, manages and sustains credible relationships with business partners, peers and customers

to deliver solutions that align with business priorities Developed a highly successful web based and classroom training on company benefits and enrollment Strong ability in reviewing loan documents to ensure complete accuracy and preparation according to policy Highly skilled in analyzing credit documents and finding solutions to meet customer’s needs while ensuring

maximum profitability with reasonable risk. Proven success driving and managing the entire sales process from targeting top prospects, identifying client

solutions, negotiations and closing Strong marketing orientation with the ability to develop strategies to edge out the competition Strong business acumen, stays current in field needs, anticipates and proactively identifies needs of the

business Proactively identifies line of business challenges to assist with closing performance gaps Strong ability to professionally influence others to action without the existence of a formal reporting

relationship Travel 20-75% to conduct trainings and attend meetings as necessary Strong project management skills and consistent ability to meet deadlines Extensive knowledge of FHA, FNMA, FHLMC and HARP guidelines Extensive knowledge of Mortgage & Banking regulations and terminology

JP Morgan Chase BankVice President Branch Manager 2008-2011

NAME Page Two (Previous experience includes positions as a Store Manager 3, Personal Banker and Phone Banker with Wells Fargo

Bank in Minnesota and Texas.)

EDUCATION & PROFESSIONAL DEVELOPMENTHS Diploma ♦ Accounting, Business, Law and General Education Courses ♦ Right Step Academy – Saint Paul, MN

Active NMLS ♦ New Jersey Notary Association