Routinely leverage more than 10 years of experience leading innovative projects in financial service. Skilled in payments, including a deep knowledge of ACH processes and Debit Card payment processing. Known for building departments and improving processes to drive operational success. Experienced in collaborating with vendors and implementing technology solutions that enhance deposit growth and streamline treasury operations. Passionate about leveraging technology to optimize treasury functions in a forward-looking, fintech-focused environment.

In conjunction with other roles at the bank, continually responsible for identifying, developing and implementing growth opportunities within and between organizations. My primary goal was to nurture relationships with customers and potential customers, partners and board members. This role included analyzing market trends and identifying competitive products that could expand our customer base. Using strong communication and analytical skills, effectively expanded our market reach to foster long-term client relationships.

Hired and developed a high performing team for frontline customer support, call center support and eventually Treasury Management support, fostering a talent pipeline that resulted in numerous internal promotions, including key roles in lending.Partnered with external vendors to research and implement new financial products, focusing on solutions that streamline operations and enhance customer experience.Identified opportunities for process improvements, resulting in significant efficiency gains and cost savings. Specifically: developed an extensive cross-training program to empower call center staff to align themselves as experts. This greatly reduced the number of transfers to frontline staff, and significantly reduced the amount of time spent on each customer phone call. Cross-training also worked to increase upward mobility within call center staff and reduce attrition. The average call center agent stays with a company on average 18 months. We have greatly expanded this amount of time and have retained the majority of our call center staff for over 4 years.

Managed the bank's most active branch while acting as project manager in various projects and creating departments to launch in 2020. Established and scaled a call center and ITM department from scratch, including staffing, training, and operational processes, leading to improved customer service and operational effectiveness.Analyzed branch performance to identify areas of improvement.Created and implemented a teller training program for all incoming staff.Ensured compliance with laws, regulations and policies.Developed and maintained customer service initiatives to improve the overall Customer Experience.Managed a staff over 14 at a high volume branch involving more than 10,000 transactions monthly.

Experience in project management, overseeing cross-functional teams, managing budgets, and delivering projects on time and within scope. Project management included directing a complete revamp of the teller department's procedures, optimizing workflows and establishing robust, streamlined policies to improve service deliver and operational consistency.