• Programmed and implemented a customer relationship management system (Jack Henry’s Synapsys). This allowed for significant process improvement by allowing better tracking of service events, referrals, and incentive reporting. • Managed new branch build out and opening process including designing pod based work stations to allow for teller automation. • Assisted with completion of teller capture implementation and redesign for all affected processes. • Responsible for release and implementation for Silverlake Teller and Synapsys updates. This includes all end user policy management. • Assisted in development of the corporate policy and procedure repository. • Responsible for vetting vendors who interact with the retail branch network. • Interface with partners in training and retail sales and service to ensure proper support via documentation of policy and procedure, as well as process development. • Stood up branch operations support desk, a team of highly qualified front end associates who handle incoming branch questions and concerns. • Instrumental in the development and build out of the internal customer service call center. • Implemented a rollout of program for centralized instant issue debit cards.

• Development and documentation of the TranSend Operational Readiness Playbook used by all branches to lead them through the deployment and conversion process.• Assisted with the development and publishing of the TranSend Supply Playbook to assist the branches in making sure that they had all necessary supplies for successful conversion and the destruction of the any supplies that would no longer be necessary• Development of the tracking process for supply distribution to branches as well as the missing items mitigation process• In addition to the TranSend Project I assisted the designated process manager in the Vilo (Voice Refresh Project) and acted as a branch operations process manager designee for the Debit Card Instant Issuance Project.

 Developed and Documented Teller Operations Manual for Branch Teller roles to improve accuracy and efficiency. Assisted with Conversion from In House Processing to Outsource Processing by core technology provider to include training of staff and procedural changes. Development, tracking, and reporting of teller goals for bank. Provide process and policy support to branch front line staff Serve on cross-functional teams for development and implementation of products, policy, and procedure. Train branch associates on regulatory and operational changes affecting the branches and any other necessary modules. Manage vendor relationships with all branch associated vendors. Manage ATM Channel for branches

 Selection, development and coaching of Teller and Float Team associates on the Florence platform team. Development / Training of Branch New Accounts Sales Team. Resolved customer service issues and provided exceptional service. Support branch sales team with product and services information. Actively participated in cross functional teams to develop and /or enhance products and services. Introduced Cash Automation to two branches allowing us to increase customer service speed and accuracy while reducing FTE required to efficiently operate the teller line. Manage tracking of Customer Centric Coin Machine program as a service differentiator. Partner with Vice President of Compliance on regulatory changes to assist with training and implementation for Tellers and Personal Bankers throughout the bank.

 Management of Branch staff and daily branch operations including selection, training and development of branch associates. Designed and Implemented Teller Assessment Challenge for job knowledge and cross sales training. Developed and led institution wide Reg CC, Physical Security, and Robbery Prevention Training. Proactive Business Development to include Consumer and Small Business Lending.

 Management of daily branch operations including Teller staffing, training and development. Managed Branch in absence of the Branch Manager. Served on inaugural Employee Recognition Committee to recognize monthly the contributions of associates beyond the scope of their duties and exceptional community involvement. Proactive business development  Consumer Lending