Stephanie Lee Email & Phone Number

Lawrence, Massachusetts, United States

• Led Deposit Operations and Facilities departments and staff of 8 by providing supervision, direction, coaching, and team cross-training with goals and objectives for each team member. • Acted as a liaison for 11 branches and other departments to jointly resolve issues. Communicated and interacted with staff to ensure quality service levels are maintained. Followed up with resolution of issues to ensure timely response and member satisfaction.• Managed small to mid-size projects from planning to implementation. Incorporated new products and department functions ensuring new functions are assigned, procedures are written, and staff training is completed.• Acted as the Security Officer for the Credit Union, including ensuring security equipment is functioning properly, reports of incidents are tracked and addressed, and user access is updated promptly.

Merrimack, Nh

• Oversaw management, direction, and development of the Operations Department and staff of 12; includes Deposit Services, Electronic Services, Loan Servicing and Reception• Worked closely with department managers to ensure efficient problem resolution and informative communications, as well as assist 3 Retail branches and contact center with member issues • Acted as the Plastic Card Manager for the Credit and Debit card programs, with a focus on monitoring and development of the programs, to ensure profitability and marketability• Served as Bank Secrecy Act (BSA) Officer, including fraud management, reporting, and risk mitigation

Amesbury, Massachusetts

• Managed small to mid-size projects from inception to implementation and maintained project documentation.• Analyzed system processes, determined root cause of issues, and coordinated resolution/enhancement implementation.• Trained all employees impacted for smooth transition of project.• Coordinated research and development, and prepared recommendations for implementation of new systems, procedures, and organizational changes.

Amesbury, Ma

• Oversaw daily operations of Deposit Operations department and staff of 3• Served as the Bank's main point of contact and liaison for core processing vendor and affiliated vendor support• Handled customer service issues, assisted 8 Retail branches with special issues, questions, troubleshooting, and/or other related matters. Processed, solved, and/or answered complex problems or inquiries• Managed small to mid-size projects from planning to implementation• Worked with staff to ensure excellent internal customer service. Led staff to accomplish company goals and objectives• Promoted corporate culture through coaching, guidance, and staff motivation

Amesbury, Ma

• Oversaw daily operations of Deposit Operations department and staff of 3• Served as the Bank's main point of contact and liaison for core processing vendor and affiliated vendor support• Handled customer service issues, assisted 8 Retail branches with special issues, questions, troubleshooting, and/or other related matters. Processed, solved, and/or answered complex problems or inquiries• Managed small to mid-size projects from planning to implementation• Worked with staff to ensure excellent internal customer service. Led staff to accomplish company goals and objectives• Promoted corporate culture through coaching, guidance, and staff motivation

Amesbury, Ma

• Accountable for coordinating training related activities for all impacted areas related to core conversion project, including systems, processes, policies, and procedures• Participated in redesign sessions, representing the Retail workflow of account opening and maintenance leading up to the conversion of the core processing system• Developed all required training materials and classes; incorporated all revised/new processes, policies, procedures, and system transactions• Created, implemented, and monitored post-class reinforcement exercises/materials

Seabrook, Nh & Amesbury, Ma

• Provided superior customer service by addressing and resolving issues/concerns and coordinating client service activities within other areas of the organization• Oversaw daily branch operations and managed staff of 10-15• Managed online account creation virtual branch, including administration and customer service

Amesbury, Ma

Amesbury, Ma

Newburyport, Ma

Newburyport, Ma

Bachelor Of Science - Bs, Business Studies Business Finance, Gpa 3.898

Associate Of Science (A.S.), Business/Commerce, General