Led a team of between 12 and 20 Customer Service representatives in the Retail Banking Call Center to the number 1 ranking in both Quality and Productivity 3 years in a row. Participated in all aspects of change management, process review and implementation. Wrote and submitted formal business proposals to the call center director for improved performance and employee engagement.Responsible for the interviewing, and hiring decision making for the Twin Cities site. Analyzed "Core Competencies" of a Retail Banking Call Center Representative. Developed and implement our Panel Interview Guide, ensuring prospective candidates had opportunities to demonstrate these core competencies from previous work experience during the interview process. Maintained and tracked each direct reports performance in accordance to call center guidelines. Coached to specific and quantifiable statistics required by the call center guidelines. Tracked attendance and punctuality of each representative on my team ensuring that each representative was adhering to Workforce Management. Wrote and presented Annual and Semi-Annual performance reviews for each member of my team.

Responsible for all aspects of retail branch management.Assumed responsibility for monthly branch sales goals of checking and savings products, deposit growth, investment referrals and account retention. Ensured branch sales staff was properly trained and motivated to meet expected individual sales goals. Managed branch to both internal and external audit controls.

Responsible for all aspects of retail branch management, operations and sales growth. Opening and closing responsibilities for branch to Corporate Security specifications (proper Dual Control). Trained and evaluated tellers/universal bankers. Reviewed daily reports and general Ledgers for discrepancies and potential audit issues. Worked directly with Branch Operations Specialist to ensure branch was adhering to corporate audit guidelines. Lead Universal Bankers in sales performance in the district

Was responsible for the daily functioning of the teller line and vault. Balanced vault nightly. Ordered cash for branch on a weekly basis. Performed audits on all teller and Universal Banker cash drawers. Autited all negotiable instruments to company standards, including check stock, official checks, money orders, and travlers cheques. Completed TT&L payments.

Co-Produced the morning news show. Selected news items for daily show's content Arrived in the early morning hours to review video tape received from NBC networks and other news agencies. Wrote and revised news stories for on-air talent. Produced health-care, lifestyle and entertainment and environmental segments for show. Booked on air talent for special segments, and special affairs stories.