Customer Experience, Customer Satisfaction, Customer Service, Customer Support, Employee Learning and Development, Finance, Goal Oriented - Goal Achiever, Great Attention to Detail, Organizational Skills, Problem Solving, Relation Building, Team Building

Managed and directed a medium/large full service branch office operations consisting anywhere from nine to twenty member service representatives ensuring continuous optimum service and effective leadership to support various product and operational service levels. Monitored cash operations and branch self-auditing efforts to keep credit union assets secure and within operational limits•Sought out and leveraged opportunities to conduct outside marketing and promotional activities to members and potential members through financial presentations, local events and realtor/trade shows and events•Administered branch budgeting, purchasing and records retention for business expenses•Analyzed statistics and reports to discover, report and leverage business performance and trends•Assisted other areas of the credit union to support member service requirements and initiatives•Conducted recruiting, on-boarding and initial training of new team members•Ensured compliance with all HR related policies, practices and procedures, such as timekeeping, recruiting, compensation, separations, leave usage, etc.•Ensured compliance with all security, safety and emergency preparedness procedures•Ensured the branch team developed and maintained strong technical, soft and leadership skills; strong cohesion; high morale; and strong performance levels•Ensured the branch team developed, achieved and maintained product, service and business goals including cross servicing Navy Federal products and services•Ensured the team followed, complied with and regularly reviewed all required policies, practices and procedures•Led and motivated the team to deliver high quality member service ensuring delivery is accurate, complete, swift and courteous•Leveraged internal recognition and recreation programs to incent and reward team members for effort and resultsMonitored and leveraged resources to maintain high operational efficiency and seek continuous improvement

•Demonstrated leadership ability in diverse and complex operational environments•Leader who recognizes that proper delegation, communication, and the setting of priorities and goals help employees feel empowered and self-motivated•Created team-oriented environment; proven leader who has extraordinary ability to turn a group into a cooperative, supportive and highly successful team; consistently emphasized the importance of teamwork within the department and the company at large•Proven leader known for building and sustaining highly productive teams in both sales and service expectations; well known for making all employees feel they’re valued members of the team•Focused on measurable outcomes, set incremental milestone targets, and celebrated victories and successes along the way•Recruited, interviewed, and selected employees, recommended personnel actions and followed appropriate disciplinary procedures in compliance with policy and procedures •Developed comprehensive professional development and training regimen for employees •Highly skilled at evaluating options and generating solutions•Ensured the audit/compliance procedures of the branch was followed consistently receiving a 9 or 10 on Internal and Compliance Audits•Established the staffing schedule for the branch •Fostered continued positive coaching to associates on the proper behaviors, sales techniques, service expectations and compliance guidelines, while modeling the same•Consistently adhered to safety standards and all company policies and protocols•Volunteered often within the community on behalf of Bank of America•Other positions held include, Teller Operations Manager