Emilie E. Adams
Saint Charles
Summary
Results-driven thought leader with a fifteen-year achievement record in the banking industry and expertise combining sales management, operations, client relations, and team leadership. Inventive strategist with demonstrated proficiency in orchestrating impactful sales initiatives that propels business growth and exceeds all objectives. Empowering mentor, adept at building high-performing teams while conceptualizing innovative training programs that build capacity, advance staff development, and catalyze sales and customer satisfaction. Committed to fostering a positive learning environment that enables continual professional growth and development for all employees.
Overview
16
16
years of professional experience
Work History
Sales & Service Manager
BMO
12.2023 - Current
- Implements plans of action to assist individual team members to develop tailored sales skills based on character.
- Successfully manages and oversees teller line operations, ensuring exceptional customer service and compliance with banking regulations.
- Conduct thorough monthly reviews of all audits.
Branch Manager
KCT Credit Union
01.2022 - 05.2023
- Steered day-to-day branch operations, leading a team of five direct reports in driving revenue, efficiency, and customer satisfaction.
- Defined, monitored, and created trackers for KPIs and goals, sales performance, customer satisfaction, deficiencies, and tailored solutions to accelerate improvement. Leading the team in outperforming benchmarks in terms of customer satisfaction and sales performance by up to 70%.
- Built, advised and deepened small business relationships, actively connected with clients and executed consistent follow-up routines to meet their needs.
- Appropriately assess risk when business decisions are made, demonstrating consideration for the firm's reputation and safeguarding its clients and assets by driving compliance with applicable laws, rules, and regulations.
- Designed and introduced novel training framework, curating engaging learning materials, and empowering team members to identify and capitalize upon their unique abilities.
- Improved team performance and productivity by 60% through regular appraisals, skills gap analysis, customer feedback review, and targeted training and upselling initiatives.
- Introduced new processes, guidelines, and best practices while streamlining existing procedures, magnifying operational efficiency, and ensuring 100% compliance with all applicable laws and regulations.
- Steered the poorest-performing branch in exceeding sales goals across all verticals for the first time since branch opening, growing loan productivity by 62%, new memberships by 65%, card sales by 80%, and overall foot traffic by 40%.
Personal Banker
Citi Bank N.A.
04.2017 - 01.2022
- Oversaw an established book of 1500+ affluent clients and 150+ small business clients while actively pursuing new business, building a pipeline via prospecting, networking, and marketing in a highly competitive territory, and outperforming all yearly goals by an average of 25-30%.
- Scheduled on-site visits for existing small business clients to develop rapport, understand the working conditions and uncover unknown needs to offer personalized solutions.
- Shaped long-range strategic planning, partnering with the leadership team in strategizing and executing data-driven sales, marketing, and business development initiatives to propel revenue.
- Conducted thorough market research to outline the trends and forces shaping the territory, identify, and seize new business development opportunities.
- Sustained an active calling program on existing small business portfolio of clients providing all necessary banking services including loans, deposits, cash management and investments services.
- Partnered with other departments to unlock cross-functional training opportunities for personal bankers (marketing, compliance, client relations), boosting overall organizational efficiency.
- Onboarded, trained, and mentored junior personal bankers and new hires, empowering the team to capitalize upon small business opportunities through relationship selling and helped boost team performance by 10%.
- Championed daily audits while partnering with the operational leadership team to correct errors and ensure compliance regulations are being upheld to propel operational excellence.
- Adhered to and complied with policies, audits, operational controls, including legal, corporate, and regulatory procedures to ensure the safety and security of customer and bank assets.
Loan Officer III
California Coast Credit Union
08.2016 - 04.2017
- Analyzed prospective client needs to provide tailored product recommendations while ensuring alignment with risk appetite and regulatory frameworks, exceeding 100% of sales goals, routinely ranking within the top 5%, and sustaining 100% customer satisfaction.
- Performed daily, weekly, and monthly audits for new accounts opened, loan applications, maintenance performed, and teller transactions.
- Aided Branch Manager in establishing novel staff wellness initiative to inspire the team and accelerate staff engagement, delivering a measurable boost in customer service levels and sales.
Licensed Personal Banker
Wells Fargo
02.2016 - 08.2016
- Provided expert financial guidance on savings, loans, investments, and insurance products, building a diverse portfolio of clients.
- Co-directed consultative selling sales training program, leading coaching sessions with 10 new personal bankers and 15 tellers to reach 100% of KPI's.
Licensed Personal Banker & Teller Supervisor
Fifth Third Bank
06.2011 - 12.2015
- Implemented new performance management process alongside management with regular check-ins, performance evaluations, and feedback to track individual team member performance, facilitating a 15% increase in sales attainment.
- Partnered with other departments to unlock cross-sell opportunity for small businesses including on-site scheduled and unscheduled visits to review cash management, deposit and loan opportunities and investments.
- Took the lead in coaching and training other bankers, aided District Manager in rolling out new consultative selling training program, developed sales tracker, and nurtured continuous staff growth.
Teller
JP Morgan Chase
06.2008 - 06.2011
Education
Associate of Science - Mathematics
Waubonsee Community College
Sugar Grove, IL01.2008
Industry Skills
Business Development-Client Relationship Management-Customer Experience Management-Data Analysis-Employee Engagement-Operations Management-Process Optimization-Project Management-Regulatory Frameworks-Risk Management & Compliance-Sales Management-Staff Performance Management-Strategic Planning-Team Leadership-Training & Coaching
Technical Skills and Licensure
- MS Office Suite (Excel, Word, PowerPoint, Access, Outlook), Google Applications, Adobe Creative Suite, Salesforce CRM
- Series 6 & 63 License, Life & Health Insurance
Timeline
Sales & Service Manager
BMO
12.2023 - Current
Branch Manager
KCT Credit Union
01.2022 - 05.2023
Personal Banker
Citi Bank N.A.
04.2017 - 01.2022
Loan Officer III
California Coast Credit Union
08.2016 - 04.2017
Licensed Personal Banker
Wells Fargo
02.2016 - 08.2016
Licensed Personal Banker & Teller Supervisor
Fifth Third Bank
06.2011 - 12.2015
Teller
JP Morgan Chase
06.2008 - 06.2011
Associate of Science - Mathematics
Waubonsee Community College
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