Terri Pennington Email & Phone Number

Tulsa, Oklahoma, United States

Tulsa, Oklahoma, United States

Champion Prosci change management methodologies within consumer financial division, aligning C-level executives and stakeholders around strategic initiatives. Manage 5-6 projects simultaneously, contributing to success through comprehensive understanding of desired outcomes. Keen attention to detail with the ability to understand priorities and manage projects.Develop detailed change management plans, highlighting strategic foresight in sponsor endorsement, resistance management, adoption, and reinforcement of future state. Leverage SQL for impact analysis and benefits realization. Direct workflow/journey mapping to unveil process enhancements, embodying an exceptional ability to simplify complex tasks for risk mitigation and operational improvement.Organize and prioritize efforts, demonstrating an affinity for positivity and team morale enhancement.

Tulsa, Oklahoma

Pioneered eLearning content creation to endorse strategic objectives, highlighting proficiency in Articulate 365, Visio, Microsoft 365, and MS Teams.Developed leadership change blueprints and eLearning materials, tailored to diverse learning styles and professional development needs.

Tulsa, Oklahoma Area

Implemented change efforts impacting the Care Center. Manage communication and training efforts. Ensure successful employee awareness, desire, knowledge, and ability. Provide guidance to team managers around reinforcement of desired outcomes.Coordinated business continuity and regulatory risk reviews, becoming the trusted contact for critical organizational functions.Led event planning for key campaigns and dedicated events, fueling a positive work environment through effective relator skills.

Dallas, Texas

Lead the Teller Cash Exception team that provides operational support to approximately 2,500 Financial Centers in 26 states. Oversee a dedicated phone bank unit of Research Analysts that support over 5,000 Financial Centers nationwide. Ensure consistent, effective, accurate, and measurable criteria are met within expected service level agreements. Establish work processes, standards, and tools. Coordinate quality assurance activities across multiple lines of business in order to meet business need. Ensure successful development of business continuity procedures, reference, and training materials. Manage team performance and associate development plans. Provide career development and coaching opportunities to staff. Participate in Agile driven process improvement projects to decrease exception cycle times, call handle times, and business process management reporting. Root cause areas of opportunity in order to increase efficiency and streamline processes throughout various lines of business.

Dallas, Tx

Facilitate software installation process in banking center locations across the U.S. Conduct on-site training of associates, workstation assembly, and technical support following installation. Worked remotely, traveling 80% of the time, managing all aspects of travel, maintaining a 1% variance in estimated vs. actual expense estimation. Performed various operational ad hoc projects including complex g/l research, in addition to supporting senior management with special projects.

Oklahoma City, Ok

Lead the operational/compliance/risk mitigation initiatives for high volume banking center. Manage associate performance and development. Recruit and train new associates. Create development plans and career paths for associates. Highly visible, customer facing position, interacting daily with customers. Identify relationship deepening opportunities, increasing the overall customer satisfaction experience. Perform complex research of account related issues, requiring extensive knowledge of the entire operational process.

Flower Mound, Tx

Provide leadership to a team of tellers, ensuring bank policy/procedural compliance, as well as risk mitigation. Coach staff on customer deepening opportunities, and enhancing customer experiences. Perform continuous audit examinations of branch records for compliance adherence, as well as researching customer account inquiries. Began employment as a teller, accepting positions of progressively increasing responsibility prior to the TOS role.