Pauline Patricia Dunn

Cumming, GA. 30040

pinnock_pauline@yahoo.com

PROFESSIONAL PROFILE
Top performing executive with a twenty year proven track record in the banking industry.
Combines strong planning, organization and communication skills with outstanding
qualifications in building and managing customer relationships with all levels of decision
makers.

PROFESSIONAL EXPERIENCE
JP Morgan Chase, Cumming, Georgia
to Present
Assistant Branch Manager, AVP

03/2012

JP Morgan Chase, New York, NY.

11/87 to
12/2009
Assistant Branch Manager, VP, New York, NY
Successfully managed all operational functions, customer services, teller activities, audit
control, compliances, teller referrals, all internal policies and procedures in a mega branch
with a $1 billion in deposits and a staff 40 employees. Supervised, hired and trained a direct
staff of 13 employees who were frequently promoted to SSAs, Personal bankers and ABMs.
Lead in a role of providing ongoing education, and coaching of staff to ensure high

levels of referrals, excellent customer service standards and audit operations.

Managed a team that successfully passed the branch audit since 2005 and attained

quarterly DDA
Appointed by Market Manager and District Manager to assist other branches in the

market with audit functions and standards.

Assisted Branch manager with business plans and acted on his behalf to conduct
meetings and oversee all branch activities and procedures.

Client Experience Coach, VP, White Plains, NY

10/99 to
12/2004
Successful internal consultant for 21 branches that focused on the enhancement of

the interactions between customers and service providers at all points of contact.
Observed the behaviors of service providers, assessed staff competencies and skills,

and defined areas of opportunity.

Provided on-site training, problem resolution training, and one-on-one coaching of

key management personnel.

Supported local management in the design of Service Endorsement Plans and
assisted in the optimal deployment of resources needed to meet customer demands.

Maintained a successful working relationship with local management to uplift staff

opinions and attitudes about JPMorgans position as service deliverer.

Influenced local management decisions involving the affective deployment of service

personnel and related resources in order to create and maintain a positive impact on
the customer experience.
Responsible for enhancing product sales referrals and leads generation that resulted
in a 40% increase of sales results by CA and service staff in 2001.

District Administration Officer, AVP, Mount Kisco, NY

11/97 to
10/99
Assisted District Manager and Branch Staff in achieving sales, service and financial

objectives
Responsible for the achievement of customer satisfaction in 21 branches in district.
Conducted various workshops; planned and coordinated officer meetings from

various departments.
Developed, monitored, and implemented service programs and served as an

advocate for service excellence at the branch level.

Managed regional and branch management service program at the district.
Assisted District manager to develop and supervise appropriate district and
Recognition and Communication programs.

Service Manager/Assistant Branch Manager, Bronx, NY

04/97
to 11/97
Managed 8 tellers and 2 service representatives
Coached and guided tellers concerning product information and customer service

practices and procedures

Achieved customer satisfaction goals in every category (Overall, Teller and Non-Teller)
Developed and implemented improvement plans that ensured high level teller
performance.

Teller Manager, New York, NY

04/97

11/95 to

Teller/ Service Representative/Head Teller, New York, NY

11/95

EDUCATION
University of Virginia, Virginia
Graduate Certificate in Retail Banking
(Completed 1 year of 2 year program)
Lehman College, City University of New York, NY

11/87 to

BA- Economics

AFFILIATIONS/INTERESTS
Group Mentoring Program
March of Dimes team leader
American Red Cross volunteer
Meals on Wheels volunteer