Andrea Stevens
Summary
Knowledgeable Branch Manager with extensive experience at BMO Bank of Montreal, excelling in operations management and customer relationship building. Proven track record of enhancing service quality, boosting customer satisfaction, and developing staff competencies. Skilled in risk management and employee development, fostering a high-performing team dedicated to achieving business objectives.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Branch Manager - Large Branch
BMO Bank of Montreal
03.2023 - Current
- Continuously monitored branch performance against key performance indicators, taking corrective actions as needed to ensure objectives were met or exceeded.
- Enhanced staff competency with regular training sessions, boosting productivity levels across the branch operations.
- Oversaw daily operations for streamlined efficiency, ensuring timely execution of tasks and optimal resource allocation.
- Improved customer loyalty satisfaction ratings by enhancing service quality and resolving client issues promptly.
- Implemented risk management strategies to minimize potential losses while maintaining a healthy balance between risk and return.
Branch Manager
BMO Bank of Montreal
07.2020 - 03.2023
- Oversaw daily operations for streamlined efficiency, ensuring timely execution of tasks and optimal resource allocation.
- Submitted loan applications to underwriter for verification and recommendation.
- Increased customer satisfaction with personalized banking solutions, tailoring services to meet individual financial goals.
- Cultivated lasting relationships with high-value clients, securing their loyalty through exceptional service and advice.
- Evaluated employee performance regularly through appraisals and feedback sessions to facilitate continuous development of skills and knowledge base within the team.
Assistant Manager
BMO Bank of Montreal
05.2017 - 07.2020
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Maintained a clean, safe, and organized store environment to enhance the customer experience.
- Developed strong working relationships with staff, fostering a positive work environment.
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
Personal Banker
BMO Bank of Montreal
09.2012 - 05.2017
- Utilized strong interpersonal communication skills during client interactions, resulting in increased trust and fostering long-lasting relationships.
- Assisted customers with setting up or closing accounts, completing loan applications, and signing up for new services.
- Maintained compliance with bank policies and regulations while executing various financial transactions for customers.
- Generated new business by conducting thorough financial needs assessments and offering tailored products to clients.
- Delivered comprehensive financial advice, strengthening client relationships and promoting long-term loyalty.
CSR and FSC
BMO Bank of Montreal
07.2007 - 09.2012
- Demonstrated empathy and active listening skills, resulting in a higher rate of customer satisfaction and repeat business.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues efficiently.
- Responded proactively and positively to rapid change.
Education
Diploma - Dental Assistant
Clarke College
Brockville, ON06-1998
Skills
- Branch operations management
- Customer service
- Customer relationships
- Excellent time management skills
- Attention to detail
- Coaching and mentoring
- Team supervision
- Information management
- Event planning
- Project management
- Employee development
- Relationship management
Certification
- Investment Funds In Canada, Canadian Securities Institute - MAy 2012
- Branch Compliance Officer, Canadian Securities Institute - June 2016
Volunteer Work and Initiative Involvement
Designed and facilitated sessions with personal bankers to present product specific training on various topics to impact results and improve customer experience.
Member of the GO region Employee Winning Culture Council for 5 years, implementing staff specific feedback to improve future culture and survey results. For example, Co-created Wellness poster for the area that was distributed to region.
Employee Giving Campaign Ambassador over various years including most recently 2024. Encouraged employee giving by organizing Seeing is believing tours, guest speakers, learning events, virtual market events and spreading awareness.
Recruitment Job Fair -Participated in college level job fair as a representative of BMO for recruitment purposes.
Completed several Bank@Work seminars to employers and had success with signing up local businesses.
Volunteered at many DND events for the military, including a client acquisition event on base with the BMO Mobile Branch.
Timeline
Branch Manager - Large Branch
BMO Bank of Montreal
03.2023 - Current
Branch Manager
BMO Bank of Montreal
07.2020 - 03.2023
Assistant Manager
BMO Bank of Montreal
05.2017 - 07.2020
Personal Banker
BMO Bank of Montreal
09.2012 - 05.2017
CSR and FSC
BMO Bank of Montreal
07.2007 - 09.2012
Diploma - Dental Assistant
Clarke College
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