• Spearheaded Bank and Credit Union Conversion-Implementations initiatives to DNA, leveraging extensive expertise in industry-specific processes and practices.• Demonstrated proficiency in navigating Canadian Credit Union Implementations and adhering to Canadian Banking and Credit Union Regulations.• Utilized Oracle SQL Developer and SQL DBX extensively for daily operations, including implementations processes, data research and end to end testing - trouble shooting.

•Developed and executed new interdepartmental cultural initiatives to enhance organizational cohesion.•Formulated and implemented core standards within the department to streamline operations and ensure consistency.•Delivered outstanding customer service, resulting in heightened client satisfaction levels.•Revamped the quality assurance scorecard, yielding measurable improvements in performance and efficiency.•Utilized data analysis to identify and project call trends, optimizing employee scheduling for enhanced productivity.

• Developed and implemented comprehensive employee training programs, enhancing staff capabilities.• Oversaw programming and system management of the Bankers Edge Symphony system, ensuring seamless operations.• Created standard operating procedures for the retail banking division, improving efficiency and consistency.• Identified and resolved systemic issues with debit card providers, leading to improved service delivery.• Participated in retail loan origination training, contributing to team skill development.

• Implemented call quality standards and established measurable call tracking statistics, improving service quality.• Redesigned Branch Operations manuals for the retail division, enhancing operational clarity.• Handled online inquiry resolutions efficiently, ensuring customer satisfaction.• Mentored staff within the retail banking division, fostering professional growth.

•Participated in beta testing of new systems, contributing to successful deployments.•Resolved account legal issues promptly, maintaining compliance standards.•Generated over $1M in loan applications, demonstrating strong sales performance.•Achieved highest referrals to the financial consultant, driving revenue growth.•Involved in the Test Group for the deployment of the COCC core processor, ensuring smooth integration.

•Cash Audit Process EnhancementCreated and implemented an innovative cash audit process using FIS system, resulting in improved accuracy and efficiency in financial reporting.•Reconcilement Process ImprovementDeveloped and executed a streamlined reconcilement process, enhancing accuracy and reducing discrepancies.•Customer Issue ResolutionProvided exceptional customer service by assisting clients in resolving issues promptly and effectively, ensuring high levels of satisfaction and retention.•Branch Operations ManagementOversaw daily branch operations, ensuring smooth functioning and adherence to operational standards and regulatory requirements.•Cash Management and Teller FunctionsManaged cash operations, including teller functions, to optimize cash flow and maintain operational efficiency.