Professional, versatile, and solutions driven professional with an exceptional focus on sales and service with 15 years of experience.
Cooperation and Teamwork
Spirit of Service Nominee, 2014 Warren Federal Credit Union
Employee of the Month, 2004 JPMorgan Chase
Graduate, Leadership Laramie Program, 2012 Laramie Chamber of Commerce
•Execute direct operations of (2) Retail Branches and (1) Call Center with a sustained track record of exceeding branch and individual sales performance goals.
•Successfully started new Outbound Calling department with one employee generating over $2MM in new loans and products in less than 3 months.
•When assigned mail processing department successfully implemented changes to get daily mail posted in a timely manner resulting in less member impact and overall phone calls. Effectively decreasing processing time by 30% in less than one month.
•Analyzed Net Promoter Surveys leading to an increase in member engagement levels and satisfaction overall.
•Develop a culture which includes having fun while getting results. Attaining employee engagement satisfaction as measured by the annual employee engagement survey.
•Created service award for back office employees to assist in breaking down the barriers between departments.
•Manage day to day operations of Retail Branch to ensure customers are being served in a timely manner and branch/individuals are meeting goals.
•Represented bank at events to effectively gain new membership and assist in growing the branch revenue.
•Successfully passed audit in first year of employment exceeding expectations of regional manager as prior years branch was put on watch list.
•Interview, hire and train staff to be successful in both the day to day operations and sales/service for the branch.
•Act as senior subject matter for monetary operations to train and mentor junior bank employees. Successfully working with large and small business groups to research and solve system issues.
•Reconciled general ledger accounts on a daily basis and posted journal entries for incoming wires and bank accounts. Researching high priority customer deposit errors and managed corrections for an improved customer experience.
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