Nicola Hu Resume 2015

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Nicola Hu2240 E Preserve Way Apt 301, Miramar FL 33025Cell: 305.528.9080 - nhu143@gmail.com

Executive ProfileAmbitious and energetic Sales Leader who creates strong alliances with organization leaders and partners to effectivelyalign with and support key business initiatives. Builds and retains high performance teams by hiring, developing andmotivating skilled professionals. Quality-oriented and proactive in resolving issues with exceptional organizational andcommunication skills.

Skill HighlightsLeadership/communication skillsDetail-orientedSelf-motivatedExpert in risk managementCustomer-orientedProficient in Word, OutlookEmployee relationsPeople-orientedExcels in team leadershipExcellent time management skillsDependableExceptional work ethicComplex problem solvingStrong interpersonal skillsEnergeticSkilled multi-taskerTraining and developmentRelationship building (Clients , Partners andVendors)

Core AccomplishmentsOriginated over $1 million in loan volume through professional networking, loan reviews and marketing.Consecutively received an internal audit score of 97% or higher.Created strategies to develop and expand existing customer sales, resulting in a 135% increase in annual sales.Processed 3 loan applications per month for 12 months in a row.Exceeded sales objectives in 2013 at 125% and 2014 at 135%.Professional ExperienceAVP, Financial Center Manager III - Market Operations ChampionJanuary 2013 to CurrentBank of America - Miami, FL- Develops and shares best practices across the market in Operational Excellence.- Assists Market Manger in Customer Escalation specifically in complex operations above Financial Center Manager.- Supports Market Manager in reviewing wire transfers above $300k ensuring all due diligence have been completed byassociate and completes additional due diligence when required.- Facilitates "Mock Internal Audits" on Financial Center within the market to validate Operational Excellence and providefeedback to Market Manager and Financial Center Manager.- 1st point of contact for peers and associates for any operational procedures that can result into negative customerexperience prior to escalating to Market Manager.AVP , Financial Center Manager IIIOctober 2010 to CurrentBank of America - Miami, FL- Manages a large size consumer banking center of 20 FTE and 13,000 household.- Duties included leading, managing and coaching a team of sales and service professionals to exceed sales targetsconsistently exceeding 110% and aboveEnsures the operational excellence of the Financial Center. Achieved 97% of higher in every Internal Audit.- Created an excellent customer experience.Williams Island Financial Center from -13 points below target to +9 above targetNorland/North Dade Financial Center from -10 points below target to +3 above target.

- Executes the One Team model by ensuring collaboration between banking center teammates and on-site specialists (Mortgage Loan Officer, Merchant Service Representative, Small Business Banker and Merrill Edge FinancialSolution Adviser)Recognized nationally for being Top Referring Financial Center in the Region for quality referrals to MerrillEdge Advisory Center (MEAC).Was invited to speak nationally on a One Team MEAC Conference Call to share best practices.Was recognized by all Partner Leadership Team of partner collaborating with the Financial Center.- Demonstrate key behaviors to drive banking center success.- Observe banking center team in action through the eyes of the customer.- Communicates with consumer market managers, conduct performance assessments and update staff on businessdevelopments.- Manages all aspects of a successful business including resource management, operational excellence, managingpartnerships, associate development and proficiency, building and retaining customer relationships.- Proactively identifies and manages risk in every business, product, and service transaction leveraging the RiskFramework.Assistant Banking Center ManagerJanuary 2008 to October 2010Bank Of America - Miami, FL- Provided oversight on all operational activities including transaction accuracy and execution of operational leadershiptasks- Assisted the manager with resource management, operational excellence, managing partnerships, associatedevelopment and proficiency, and building and retaining customer relationships- Assisted with choreography of customer traffic including direct routing of preferred customers to specialists fromeither the lobby or self-service area to help drive overall One Team revenue growth- Ensured customers are connected to the best financial resources to help them achieve their financial goals- Maintained the highest level of customer service in all actions and interactions- Leveraged available resources and technologies (tablets, bank by appointment, etc.) to optimize the customerexperience and serve our customers with operational excellence and accuracy- Handled customer escalations; ensure enterprise complaint tracking is executed- Coached associates to be efficient and in compliance with established policies and procedures in customer service,operational procedures, transaction accuracy and customer engagement- Assisted associates in handling more complex transactions and resolving issues that require an in-depthunderstanding of regulatory compliance and policy and procedural knowledge- Identified risks, prioritize areas of focus, educate associates on avoiding risks and create action plans to correct issues- Ensured associate and customer safetyEducationBusiness Administration, 2013Miami Dade College - Miami, FL, United States