Serving as an Operations Reporting Analyst, responsible for producing daily, weekly, and monthlyoperational reports required for associate performance, capacity planning, and operational excellence.▪ Collaborate with team leadership and subject matter experts to fulfill new reporting requests▪ Create, update, and maintain VBA macros, formulas, and dashboards in Microsoft Excel to presentsummarized information from multiple sources

Serving as a Product Support and Performance Leader (PSPL) which is responsible for maintaining accurate department procedures and relevant documents to ensure compliance with federal regulations and bank policies, providing operational and administrative support for day-to-day department functions, and completing requests received from business partners, including project management, business control, and vendor management.• Manage department procedures, including completion of annual governance reviews, and updates to procedures for changes to business processes and compliance with identified risk and audit issues• Review and analyze multiple department programs and reporting systems, managed the creation of daily reports that streamlined and consolidated daily processes• Assist with the implementation of projects and business updates by writing or updating applicable procedures, communicating updates to employees and providing training as needed. Managed the rollout of three individual projects affecting all 5 departments in Cash & Transportation Services• Complete quarterly audit of department documentation and processes to ensure compliance with risk controls, escalated and resolved all gaps identified during audits• Manage internal employee performance audits by creating audit workbooks, collecting data on associate scores, and consolidating associate performance findings for leadership visibility• Perform support functions including: maintenance of team SharePoint sites, development of business tools and templates, retention of documents according to bank policy, and managing employee system access• Provide training and ongoing support to other PSPLs across multiple departments

Performed inventory reconciliation for 3-5 outsourced vendor cash vaults each business day, including research and resolution of any variances. Attention to detail ensured an accuracy rate >98.25%. Served as the point of contact for cash vault vendor employees, performed research and escalations as needed to provide resolution for issues related to: transportation, customer deposits, financial center shipments, and Federal Reserve shipments.

Performed offsets for recovery of overdrawn and charged off customer accounts, maintained knowledge of related federal regulations to ensure compliance. Maintained accuracy rate >99%. Responsible for training new employees on department functions, and tenured employees on new or changing processes. Managed employee training of new processes during COVID-19 restriction of offsets, leading team to maintain the highest accuracy rate of all assisting departments.

Responsible for managing client relationships by asking discovery questions and uncovering life priorities, then using that information to make personalized recommendations to fit the customer’s needs. Managed multiple stages of client interactions, including problem-solving and escalated situations. Worked directly with a team of 3-4 tellers on identifying business opportunities and making quality introductions, and maintained open dialogue with 4-5 specialty partners around bettering client’s financial lives through referrals.

Responsible for leading sales floor by greeting customers, managing wait time, being involved in all customer interactions, assisting with upselling, and performing formal and informal coaching with sales staff, while achieving personal sales and attachment goals. Trained new manager on operational duties such as managing daily and monthly inventory counts, daily paperwork, and cash management, with a heavy focus on ensuring profitability of new location by keeping revenue income high and operational loss at a minimum.

Responsible for the leadership and management of a retail location with 4-5 employees, including recruiting, customer retention, achieving store productivity/financial targets, formal/informal coaching, and assistance to sales team. Increased overall store profitability by approximately 10% in three months in-role and changed store’s audit score from 73% to 92% in less than 30 days, then maintained operational excellence and received a consistent score of 85% or higher across six separate audits.

While maintaining personal sales goals, led the entire sales team on the floor, observing customer interactions and assisting in closing sales when needed. Drove members of sales team to consistently meet revenue goals while maintaining high customer service ratings for entire store (store average 5.3/6.0). Also trained new employees for four stores across St. Louis, and assisted retail manager with operational responsibilities, such as deposits, armored carrier transfer, and inventory management.

Responsible for driving daily and monthly revenue goals and providing excellent customer service. Consistently exceeded all sales goals, averaging 115% of quota, and at times exceeding 200% of goals. Received high customer service ratings (5.5 out of a possible 6.0). Kept current with the latest trends, features, pricing, and promotions on Android and iPhone, and company-exclusive offers.