SUSAN HARVEY-JONES

Melissa A. Gray1505 Lake Point Lane Stone Mountain, Georgia 30088 229.869.7759 msmagray@gmail.com

SALES AND RELATIONSHIP MANAGER

Motivated achiever with more than 10 years of substantial sales experience; highly applicable to analyzing and improving organizational performance. Visionary leader who consistently refines and revitalizes strategies and procedures, introduces innovation, and facilitates solutions-driven team collaboration. Enthusiastic problem-solver with keen ability to rapidly assess diverse situational challenges, develop action plans designed to meet or exceed targeted goals. Effective communicator and relationship-builder, with superior detail orientation that gathers and imparts information effectively across all management, department, and discipline levels; engendering a collaborative spirit that consistently results in extraordinary outcomes. CORE COMPETENCIES

Employee Training and 360-degree Coaching

Personal Credibility

Risk Management

Customer Experience

Sales and Service Management

Data Analysis

Leadership

Cash Management

Fraud Prevention

PROFESSIONAL SUMMARY

Bank of America Corporation December 2013 Present Personal BankerBuild relationships with existing and prospective customers, leading to improved consumer satisfaction and sales performance.

Identify/Uncover customer needs, recommending the best products, services and solutions.

Engage customers in conversations, aligning with their current and future financial needs.

Engage customers in the lobby to assist, educate and train customers on how to conduct simple transactions through self-service technologies.

Comprehend products at a profound level, connecting the value to customers.

Present advice, recommendations and offers that tie to customer needs, ensuring a clear understanding is obtained.

Open accounts, resolve problems, and show customers how to access/manage their accounts.

Identify opportunities to introduce customers to specialists, enhancing their financial lives.

Ensure customers/clients are connected to the appropriate teammate to help them achieve their financial goals; make sure all sales, service and specialized needs are met; and help drive overall revenue growth.

Ensure the customers needs are met by partnering with specialists and business partners to understand what they offer to customers and the most effective way to generate business referrals (examples: customers banking, small business, mortgage and investment needs).

Evaluate competing priorities; executing those with the largest positive impact on customers.

Leverage performance metrics and sales reports to identify opportunities to meet/exceed performance expectations, increase sales interactions, drive revenue, and grow balances.

Leverage available resources and technologies (tablets, bank by appointment, etc.) to optimize the customer experience and serve our customers with operational excellence and accuracy.

Drive revenue by familiarizing with business strategy and performance results.

Adherence to policies, procedures, and regulatory requirements.

Execute the day-to-day resolution of complex problems and transactions.

Bank of America Corporation March 2012 December 2013 Sales and Service SpecialistEstablished, retained, and deepened relationships between the organization and customers and potential customers to achieve team sales goals.

Recognized and responded to immediate sales or service capacity need(s) of the banking center to reduce customer wait time.

Engage customers in the lobby to assist, educate and train customers on how to conduct simple transactions through self-service technologies

Referred consumer and small business customers to business partners for financial reviews.

Opened new account relationships and performed account maintenance for existing customers.

Bank of America Corporation September 2009 March 2012 Professional TellerProcessed transactions accurately and efficiently.

Operated as a Merchant Teller, processing large cash transaction requiring detailed attention.

Ordered and prepared Banking Center reserve cash supply.

Identified customer needs and referred products and services accordingly, resulting in 10+ referrals per day.

Referred financial products and services to consumer and small business customers.

Phoebe Putney Memorial Hospital September 2000 May 2006 Medical Center RepresentativePromptly answered, screened, and processed medical service requests and telephone inquiries with strict adherence to confidentiality agreements and policies and procedures.

Collected and entered patient intake information into the appropriate medical service software system to initiate the transaction.

Heritage Bank of the South February 1998 August 2000 PSO I/Professional TellerProcessed all consumer and business transactions including deposits, withdrawals, and payments.

Adhered to established policies and procedures.

Opened new accounts (Savings, DDA, IRAs and CDs) and processed loan applications.

EDUCATION

Albany Technical CollegeCriminal Justice Specialist Certificate

Albany State UniversityBachelor of Arts, Social Work