Summary
Overview
Work History
Education
Skills
Affiliations
Accomplishments
Certification
References
Timeline
Generic

Melissa "Mel" Hooks

Aurora

Summary

Dynamic Branch Manager at KeyBank with a proven track record in sales strategy and operational efficiency. Expert in fostering client relationships and enhancing employee performance through effective training. Achieved significant revenue growth while ensuring compliance and risk mitigation, all while maintaining exceptional customer satisfaction. Strong communicator dedicated to community engagement.

Overview

19
19
years of professional experience
1
1
Certification

Work History

Branch Manager

KeyBank
Aurora
05.2008 - 03.2025
  • Directed daily branch operations, ensuring excellence in customer service and sales activities.
  • Managed hiring, training, and staff scheduling to optimize workforce efficiency.
  • Conducted regular performance reviews to enhance employee development and engagement.
  • Designed and implemented sales strategies to boost revenue and improve client retention.
  • Facilitated weekly staff meetings to review initiatives, and drive progress.
  • Reviewed financial performance monthly to ensure that targeted goals are being met.
  • Resolved escalated customer complaints promptly, maintaining high satisfaction levels.
  • Established strong relationships with internal lines of business and external partners to support branch objectives.
  • Organized professional development programs for employees at all levels of the organization.
  • Participated in community events to promote brand awareness.

Client Relationship Manager

KeyBank
Aurora
08.2006 - 05.2008
  • Ensured compliance with banking policies and regulations to mitigate risks.
  • Directed daily branch operations, prioritizing customer service and sales initiatives.
  • Identified and implemented process improvements to enhance operational efficiency.
  • Resolved escalated customer complaints promptly, maintaining high satisfaction levels.
  • Developed strategies to attract new customers while fostering loyalty among existing clients.
  • Maintained strong client relationships through personalized communication and ongoing support.
  • Conducted regular meetings with clients to discuss their current requirements.
  • Maintained long-term, profitable relationships with clients through problem solving, issue resolution and recommendation of new products and services.
  • Improved client relationships and education, exceeding annual revenue expectations.
  • Established new and maintained existing client relationships by cultivating open and positive dialogue, delivering high-quality service and following up after sales close.
  • Participated in training sessions with staff members on topics related to client relationship management.

Education

Associate of Applied Science - Business Administration And Management

Lincoln Land Community College
Springfield, IL

Skills

  • Sales strategy and operational efficiency
  • Customer service and client relations
  • Employee training and coaching
  • Team building and performance management
  • Risk mitigation and community engagement
  • Effective communication skills

Affiliations

  • travel cooking international foods gardening, community outreach

Accomplishments

  • 2009 named Branch Manager of the Year award
  • Created a weekly Sales Focus Group and led weekly Product training courses for all new retail employees
  • Bank On Denver Advisory Board
  • Colorado Work for Employment and Education (CWEE) Advisory Board
  • 2016 Aurora Business Women of the Year for Outstanding Community Leader Award

Certification

  • MLO license
  • African Leadership Group Public Speaking Class
  • African Leadership Group Program

References

References available upon request.

Timeline

Branch Manager

KeyBank
05.2008 - 03.2025

Client Relationship Manager

KeyBank
08.2006 - 05.2008

Associate of Applied Science - Business Administration And Management

Lincoln Land Community College

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Melissa "Mel" Hooks