Summary
Overview
Work History
Education
Skills
Timeline
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April Sutherland

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Summary


Experienced with handling customer interactions and resolving issues promptly. Utilizes communication and empathy to build strong customer relationships. Track record of maintaining high customer satisfaction and fostering loyalty.

Overview

20
20
years of professional experience

Work History

Operations Manager

Home Loan State Bank
07.2015 - 08.2023
  • Collaborated with senior management to create strategic plans for future branch growth and expansion.
  • Trained employees on proper procedures and strategies to improve productivity.
  • Established best practices for resolving client issues quickly while maintaining high standards of professionalism.
  • Maintained friendly and professional customer interactions.
  • Monitored financial transactions to detect any suspicious activity or potential fraud.
  • Assisted in the recruitment process, selecting top talent to join the team and contribute to the success of the organization.
  • Enhanced customer experience by providing exceptional service and addressing concerns promptly.
  • Established and checked coding procedures, monitored reports and updated internal files.
  • Supervised a team of employees, fostering a positive work environment and emphasizing professional growth.
  • Developed strong relationships with clients, resulting in increased loyalty and repeat business.
  • Managed daily branch operations for optimal productivity and customer satisfaction.

Relationship Banker

Vectra Bank
12.2012 - 08.2015
  • Achieved excellent customer satisfaction ratings by addressing concerns promptly and professionally, demonstrating empathy throughout interactions.
  • Strengthened client relationships by providing personalized banking solutions and excellent customer service.
  • Maintained up-to-date knowledge of banking products and industry trends to provide expert advice to clients effectively.
  • Assisted customers in achieving financial goals by recommending suitable products and services based on their needs.
  • Expanded client base through effective networking and referral generation, leading to increased business opportunities.
  • Increased cross-selling success by proactively identifying client needs and suggesting appropriate financial solutions.
  • Resolved customer complaints and disputes to maintain satisfaction and loyalty.
  • Answered customer questions and explained available services such as deposit accounts, bonds, and securities.
  • Assisted customers with completing required forms for opening and closing bank accounts.
  • Facilitated customer transactions, including deposits, withdrawals and transfers.

Branch Manager

Bank of Colorado
05.2003 - 12.2012
  • Continuously monitored branch performance against key performance indicators, taking corrective actions as needed to ensure objectives were met or exceeded.
  • Improved customer satisfaction ratings by enhancing service quality and resolving client issues promptly.
  • Oversaw daily operations for streamlined efficiency, ensuring timely execution of tasks and optimal resource allocation.
  • Implemented effective sales strategies to achieve branch targets and exceed expectations consistently.
  • Evaluated employee performance regularly through appraisals and feedback sessions to facilitate continuous development of skills and knowledge base within the team.
  • Strengthened relationships with key clients, securing long-term partnerships and driving revenue growth.
  • Managed branch financials including budgeting, forecasting, and expense tracking for accurate reporting and decision-making support.
  • Interviewed and hired talented individuals with top-level strengths, improving organizational talent, and skill set.
  • Submitted loan applications to underwriter for verification and recommendation.
  • Oversaw daily branch operations, ensuring compliance with regulatory standards and maintaining operational integrity.
  • Ensured exceptional customer service, resolving issues swiftly to maintain trust and satisfaction.

Education

Tooele Valley High
Tooele, UT

Skills

  • Problem-solving
  • Team leadership
  • Operations management
  • Customer service
  • Employee relations and conflict resolution
  • Operational efficiency
  • Decision-making
  • Planning and implementation
  • Staff training

Timeline

Operations Manager

Home Loan State Bank
07.2015 - 08.2023

Relationship Banker

Vectra Bank
12.2012 - 08.2015

Branch Manager

Bank of Colorado
05.2003 - 12.2012

Tooele Valley High

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April Sutherland