1. ________________________________________________________________________________________________________
NICOLE ABDELKHALEK
55 Miles Avenue
Woonsocket, RI
(401)447-3724
________________________________________________________________________________________________________
CAREER SUMMARY
Assistant Vice President with 20 years of management experience. Increased portfolios and profits through expertise in Operations
and Sales. Qualifications in staff development, coaching, and management to drive performance and deliver results.
KEY STRENGTHS, SKILLS, ABILITIES
* Significant experience in management and training
* Strong team builder and leader in a customer service environment.
* Excellent ability to communicate effectively with both customers and management
* Proven ability to manage a complex business in a multi-tasking, fast paced environment.
* Highly organized, with superior problem-solving and analytical abilities.
EXPERIENCE
Santander Bank, NA, East Providence RI (2006-Present)
Assistant Vice President-Team Manager II within Consumer Lending Operations
Increased bookings for our Home Equity product by 16%
Manage and improved Home Equity, Auto, and Subordination application end to end process and established efficiencies within
workflows to ensure customer satisfaction and service goals are met
Updating policies and procedures to ensure Banking Regulations and Compliance
Work closely with upper management, legal, compliance, and risk
Create reporting to track trends and goals and deliver to all levels of management
Developing continuous training tools and job aids for team and coordinate training/department meetings
Manage a team of 9 Consumer Loan Specialists and 13 Customer Support team members to ensure SLAs are met
Ensure phone agents receive established levels of customer service through Quality Assurance Recordings
Resolve escalated customer service issues
Project Management and implementation of new strategies
Ensure direct reports are following Federal and Company Banking Regulations
Responsibilities include customer service, team member annual performance reviews, training, payroll and scheduling
Filene’s Department Store, North Attleboro MA (1997-2006)
* Promoted from hourly position to Area Sales Manager.
* Increased sales 8% through use of aggressive and more attractive department layout which expanded merchandise purchases.
* Designed more attractive merchandise presentation strategies and special marketing campaigns, resulting in increased store traffic
and profits.
* Responsibilities include merchandising, customer service, inventory control, employee development, achieve sales goals,
maintain accurate pricing and signing of the department, associate performance appraisals, promotional event setup, hiring and
training.
