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Cheryl Anthony
Falls Church,VA
Summary
High-performing Financial Services Professional experienced in fast-paced, customer-facing environments. mentors and trains teams to achieve sales and revenue goals. Initiates improvement strategies, motivates team and develops employees' customer service and sales skills. Organizational leaders efficiently supervise workflow processes, sets targets and makes associates accountable for achieving personal and team goals.
Overview
24
24
years of professional experience
Work History
Assistant Branch Manager
ACFCU
Arlington, VA
01.2021 - Current
- Mentor and Coach team members on how to create a meaningful member experience
- Coordinated preparation of external audit materials and external financial reporting
- Manage team member expectations through dialogue and clear discourse
- Ensured compliance with internal policies and procedures as well as external regulations
- Mentor and monitor team members on Cross sell techniques
- Prepare and Manage Branch Schedule to ensure maximum member satisfaction and team efficiency
- Resolved customer issues effectively in order to maintain strong customer relationships
- Performed monthly and as needed Audits to ensure adherence to Risk & Compliance Policy and Procedure
Member Relationship Advisor
ACFCU
Arlington, VA
09.2021 - 01.2022
- Addressed inquiries from clients and department team members
- Managed continuous delivery of top-quality membership support
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions
- Identify Cross sell opportunities for members to strengthen relationship with the CU through Loan and Investment opportunities
- Join committees committed to improving team engagement and community outreach
- Promoted self-serve technology to help reduce burden on member service team.
Teller Coordinator
TRUIST
Arlington, VA
02.2016 - 02.2021
- Resolved customer complaints in a timely manner, escalating issues when necessary
- Managed and balanced cash vault, audits, and general ledger accounts
- Guided employees on policy and procedure matters
- Developed strategies to increase branch sales activities by coaching tellers on cross-selling techniques
- Participated in internal audits of branches to verify adherence to internal controls
- Trained new tellers on banking operations, customer service practices, and security protocols
- Assisted with recruiting efforts by screening job applicants for open positions within the branch
- Identified sales referral opportunities to meet departmental goals
- Leveraged customer service and sales abilities to consistently meet performance goals
- Managed the scheduling of teller staff to ensure adequate coverage during peak hours
- Monitored teller staff to ensure accuracy in customer service and compliance with bank policies and procedures.
Head Teller
Wells Fargo & Cardinal Bank
Arlington, VA
01.2014 - 01.2016
- Resolved problems or discrepancies concerning customers' accounts
- Ensured proper handling of cash drawer limits according to bank policy
- Managed day-to-day operations of the teller line including scheduling staff members
- Reconciled daily transactions with the general ledger system using specialized software programs
- Completed monthly audits and managed overdraft reports
- Earned a high volume of referrals as part of bank's sales incentive system
- Monitored vault cash levels and ordered currency from the Federal Reserve Bank as needed
- Researched discrepancies between customer balances and bank records for resolution
- Balanced daily cash deposits and vault inventory with zero error rate
- Adhered to strict guidelines regarding financial and customer data to avoid breaches and information misuse.
Assistant Manager - Direct Marketing
Sagicor Bank
St. Andrew, Jamaica
03.2010 - 01.2013
- Developed testing strategies to optimize messaging across channels including email, direct mail and digital media
- Managed creative teams in the design of effective direct mail pieces, emails, web pages, landing pages, banner ads and other digital assets
- Marketed products and services at tradeshows and promotional events
- Analyzed campaign results using various tools such as Google Analytics or Adobe Analytics
- Prepared marketing campaign budgets with finance personnel
- Conducted research to determine ideal markets for products and services
- Monitored performance metrics such as open rate, click-through rate, cost per acquisition and return on investment
- Developed and implemented marketing plans to drive customer acquisition and retention
- Planned and executed multi-channel campaigns across print, email, website, and social media platforms
- Coordinated with external partners and agencies on projects related to direct marketing initiatives
- Interviewed and hired talented individuals to add value to the marketing team
- Created marketing policies and procedures, evaluating, and revising to maximize team efforts.
Sales Coordinator
tradeshowsSagicor Life
St. Andrew, IA
01.2000 - 03.2010
- Provided administrative support to the sales team including scheduling meetings, preparing presentations, and managing email correspondence
- Adhered to company initiatives and achieved established goals
- Planned promotional events such as trade shows and conferences for new products launch or existing product promotion
- Prepared and Managed Division Budget annually
- Negotiated Contracts for various vendors providing services and products to company
- Coordinated Local, Regional and International Seminars and Conferences for Financial Advisors
- Mentored and Coached team members on achieving department goals and targets.
Education
Future Leaders Program: Leadership -
Laurie Maddalena
01.2023
MBA: Business Administration -
Mona School of Business and Management
10.2010
Post Graduate Diploma: Business Administration -
University of The West Indies
01.2008
FLMI: Insurance and Financial Management -
LOMA
Skills
- Relationship Building and Management
- Member Relationship Management
- Banking
- Customer Retention
- Annual Budget Management
- Audit Monitoring
- Risk Management
- Customer Service
- Customer Relations
- Staff Management
- Team Development
- Regulatory Compliance
- Operations Management
- Sales Expertise
- Strong Interpersonal Skills
- Employee Scheduling
Accomplishments
- Received Corporate Award for Best Business Initiative 2008
- Award for Best Financial Report - Entrepreneur Competition 2010
Timeline
Member Relationship Advisor
ACFCU
09.2021 - 01.2022
Assistant Branch Manager
ACFCU
01.2021 - Current
Teller Coordinator
TRUIST
02.2016 - 02.2021
Head Teller
Wells Fargo & Cardinal Bank
01.2014 - 01.2016
Assistant Manager - Direct Marketing
Sagicor Bank
03.2010 - 01.2013
Sales Coordinator
tradeshowsSagicor Life
01.2000 - 03.2010
Future Leaders Program: Leadership -
Laurie Maddalena
MBA: Business Administration -
Mona School of Business and Management
Post Graduate Diploma: Business Administration -
University of The West Indies
FLMI: Insurance and Financial Management -
LOMA