Kiyan Smith
Baltimore
Summary
Skilled Branch Manager with demonstrated success in coordinating team and financial activities. Friendly and adaptable professional with remarkable leadership and program management skills.
Overview
10
10
years of professional experience
Work History
Branch Manager
Lendmark Financial Services
11.2024 - 09.2025
- Continuously monitored branch performance against key performance indicators, taking corrective actions as needed to ensure objectives were met or exceeded.
- Maintained friendly and professional customer interactions.
- 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.
- Strengthened relationships with key clients, securing long-term partnerships and driving revenue growth.
- Collaborated with senior leadership on strategic planning initiatives to align branch objectives with corporate goals.
- Evaluated employee performance regularly through appraisals and feedback sessions to facilitate continuous development of skills and knowledge base within the team.
- Interviewed and hired talented individuals with top-level strengths, improving organizational talent, and skill set.
- Enhanced branch production rates by handling staff conflicts, evaluations, hiring, and termination processes and coaching employees on company protocol and payroll operations.
- Met deadlines by proactively managing individual and team tasks and streamlining processes.
Branch Manager Trainee
Lendmark Financial Services
09.2023 - 11.2024
- Optimized branch operations by closely monitoring key performance indicators and adjusting tactics accordingly.
- Coordinated outreach efforts within the community to increase brand awareness while identifying potential new clientele.
- Increased customer satisfaction with proactive problem-solving and attentive service.
- Delivered exceptional customer experiences by addressing inquiries promptly, resolving issues efficiently, and providing personalized solutions.
- Maintained strict adherence to regulatory compliance guidelines, ensuring all policies were consistently enforced across the branch workforce.
- Submitted loan applications to underwriter for verification and recommendation.
Senior Loan Consultant
Lendmark Financial Services
03.2022 - 09.2023
- Negotiated favorable loan terms for clients by building strong relationships with lending institutions.
- Reduced company exposure to risk by reviewing and approving loans within established guidelines and limits.
- Contributed to the ongoing growth of the company by consistently achieving or surpassing established sales goals and performance metrics.
- Championed customer service excellence within the organization by consistently exceeding client expectations during all stages of the mortgage application process.
Collections Account Representative
Toyota Financial Services
09.2019 - 03.2021
- Achieved monthly targets consistently by employing persuasive negotiation tactics during telephone interactions with debtors.
- Negotiated payment plans with clients to improve overall collections results.
- Maintained a high level of customer satisfaction by handling sensitive financial situations tactfully and diplomatically.
- Maintained detailed records of all collection activities, ensuring accurate documentation and reporting capabilities.
- Provided detailed reporting on collection efforts, enabling management to make informed decisions about account statuses.
- Communicated effectively with clients, fostering positive relationships while addressing delinquent payments professionally.
- Reduced outstanding receivables through diligent monitoring and follow-up on overdue accounts.
Quality Assurance Analyst
Toyota Financial Services
01.2016 - 03.2019
- Participated in regular meetings with cross-functional teams to discuss progress updates, communicate concerns or challenges, and ensure alignment of project goals.
- Maintained comprehensive knowledge of relevant industry regulations and standards, ensuring compliance throughout the QA process.
- Reduced defect rates through meticulous attention to detail during code reviews, working closely with developers to address any identified issues quickly.
- Identified and documented discrepancies between expected and actual outcomes, contributing to overall software quality improvement.
Education
High School Diploma -
Edmondson Westside Senior High School
Baltimore, MD06-1999
Skills
- Branch operations management
- Customer service
- Customer relationships
- Excellent time management skills
- Employee development
Timeline
Branch Manager
Lendmark Financial Services
11.2024 - 09.2025
Branch Manager Trainee
Lendmark Financial Services
09.2023 - 11.2024
Senior Loan Consultant
Lendmark Financial Services
03.2022 - 09.2023
Collections Account Representative
Toyota Financial Services
09.2019 - 03.2021
Quality Assurance Analyst
Toyota Financial Services
01.2016 - 03.2019
High School Diploma -
Edmondson Westside Senior High School
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