Kenneth Crutch II

Citibank, N.A. — Brooklyn, NY

Client onboarding, retention & portfolio management · Title of record: Personal Banker (SAFE Act) · 200+ consumer and SMB accounts · $28M portfolio under management

• Owns the full lifecycle for a 200+ account portfolio representing $28M under management, sustaining 100% account retention through structured onboarding and a consistent engagement cadence.
• Runs 2-day and 28-day activation check-ins on every new account to confirm product setup, identify adoption blockers, and align services to stated client goals during the first month.
• Executes identity verification and compliance documentation review during account activation, maintaining audit-ready records and routing exceptions to compliance and operations teams.
• Coordinates cross-functionally with lending, investment, and specialist product teams to resolve customer requests and manage clean handoffs across product lines.
• Evaluates account expansion and credit requests up to $250K with full compliance oversight, documenting and escalating larger opportunities through internal risk frameworks.

Optimum / Altice USA — Roslyn, NY

Adoption analytics, playbooks & field enablement · Title of record: Specialist of Retail Consulting · Multi-location region · Regional KPI and dashboard ownership

• Designed and implemented KPI dashboards from scratch tracking adoption, usage, and engagement across all locations in the region, doubling product migration adoption from 12% to 24%.
• Built standardised onboarding workflows and activation playbooks for frontline teams, reducing service inconsistency and improving customer experience across the region.
• Partnered with operations and support teams to identify workflow friction points and implement process controls that improved issue-resolution time and audit traceability.
• Delivered enablement programs that equipped teams to execute customer-first activation practices and meet regional performance benchmarks.

JPMorgan Chase & Co. — New York, NY

Client lifecycle management, retention & expansion · Title of record: Relationship Banker / Small Business Specialist · 200+ account portfolio · ~$25M under management

• Managed the full lifecycle of a 200+ account portfolio with approximately $25M under management, running recurring business reviews and structured check-ins tied to customer outcomes.
• Designed and delivered a customer education program for SMB owners, with 60% of participants adopting additional products and services — driving expansion through enablement rather than sales pressure.
• Used Client Central CRM to track account health, document interactions, and flag clients requiring proactive intervention before issues escalated.
• Executed identity verification and compliance documentation across new account activations, partnering with compliance and operations teams to resolve escalated control issues.
• Selected as Culture Champion (2020–2022) for the firm's Racial Equity Commitment initiative, coordinating community programs supporting small business growth and sustainable homeownership.

Zara — New York, NY

Team enablement, training & service standards · High-volume operations · Process standardisation

• Directed daily operations and process improvement across a high-volume retail environment, supporting onboarding standards and consistent customer-first service delivery.
• Designed and implemented new-hire training programs, establishing standardised practices that improved service consistency and reduced operational errors.
• Supported internal audit reviews and compliance reporting, strengthening accountability and adherence to corporate standards.