Vp Of Operations resume example

• Redesigned Member Experience in regards deposits/loans through all channels (online, in person) to online, transactions,
• Managed production through digital online account opening and online loan applications
• Worked with team to develop future growth and reorganizational plan
• Equipped employees and managers with the necessary tools/training and implemented best practices for Lending Center Employees to solicit products and services
• Effectively planned, organized, directed, analyzed, and evaluated staff and processes for the member service center to solve business issues and to develop solution-oriented recommendations
• Ensured that Credit Union’s Contact Center is meeting service goals
• Improved member interactions through Contact Center utilizing new technologies including text, chat, and other electronic communications
• Monitored all Lending Center and Contact Center activities to ensure compliance with established Credit Union policies and procedures
• Handled escalated member calls to preserve member satisfaction
• Designed and configured phone system reducing contact center average speed of answer
• Designed phone queuing system that integrated Facebook Messenger and sms messages into contact center member communication

Key Achievements

• Increased average loan volume by 50% in 9 months from previous year
• Increased GAP and Warranty sales by 45% in 9 months from previous year
• Implemented new sms technology speeding up loan closing time
• Streamlined Estatement Sign up process by adapting a current ebanking feature for a different use, resulting in 40% estatement adoption rate
• Designed Loan closing process to allow for loan closings via sms messages
• Decreased contact center average speed of answer from 4 minutes to 45 seconds

• Managed workforce development programs and software by evaluating, interpreting and enforcing human resource policies and regulations and developing industry training programs and conferences.
• Exceeded lending, deposit, member growth, and service quality objectives
• Effectively managed a team of 70+ employees in 10 different locations throughout North Central Florida
• Worked on cross functional team throughout organization to develop a develop and implement a one year and five year strategic plan.
• Participated in annual strategic planning conference with board and other management team members
• Developed customized sales training material utilized with branch sales staff resulting in significantly increase sales ratios and results
• Managed and coached team of branch managers and head tellers, to ensure the successful development and performance of all employees in the areas of member service, sales goals, and leadership
• Developed monthly scorecards to provide performance feedback and coaching opportunities to staff
• Developed and implemented customized incentive program
• Evaluated potential branch locations utilizing branch feasibility guidelines
• Established organizational vision and developed strategies to achieve sales and member service goals.
• Managed and operated annual budget for retail department resulting in reduction in annual expenses and keeping budgets inline
• Improved morale and management communication by creating employee recognition and rewards practices.
• Established Outbound Contact Center

Key Achievements

• Increased loan growth over 49% in five year span
• Increased deposit growth over 46% over five year span
• Increased membership growth over 27% over five year span

• Developed branch marketing plan designed to acquire new business membership accounts through data mining, phone solicitation, onsite visits, and digital campaigns.
• Proficiently marketed and solicited business accounts through relationships while adhering to regulatory standards.
• Evaluated potential branch locations based upon different data points including demographics, psychographics, traffic patterns, and future growth.
• Opened and managed new branch in market area where previous commercial had abandoned.
• Served as backup branch manager, msr, call center, and teller when understaffed
• Established sales goals and strategies that contributed to increased growth in sales and profitability.

Key Achievements

• Opened new branch and served as interim branch manager
• Hit $1 million in loan volume 3 out of 6 months in new branch

• Managed Multiple projects and product conversions using a cross functional approach
• Led a Process Improvement team which included (network admins, developers, end users)
• Serviced as the project lead, on two bank acquisitions (card conversions, checking account conversion, loan conversions)
• Served as owner for Robotic Process Automation (RPA) software
• Performed support, training and implementation for bank products and host applications.
• Worked with senior managers and end users to support and implement bank software providing training to familiarize users with the product features and functions.
• Created installation documentation and product training information when necessary.
• Worked with bank mainframe to process and deliver data.
• Created workflow processes as it pertains to account opening including development of forms, workflow process, and training.
• Automated installation of account opening software resulting in reduced downtime for sales staff through power shell and scripting.
• Developed customized incentive programming utilizing asp.net, as well as SQL statements.
• Wrote SQL database queries to perform Data Validation and Data Integrity testing.
• Worked as backup for data warehouse personnel.

• Developed and Managed Courtesy Overdraft Program.
• Managed multiple vendors (Debit Card, Check Ordering, and Credit Card relationship) including but not limited to contract, contract renewals, and price negotiation.
• Wrote and revised deposit operational policies and procedures.
• Conducted branch feasibility location study utilizing demographic, psychographic, and census data to determine best possible location for branches.
• Worked with Compliance Department providing necessary information for annual audits.
• Managed and supervised personnel responsible for ACH/Fedline, bookkeeping activities, overdraft approval and processing, wire transfers, debit and credit card department.
• Implemented, customized, trained, and maintained Customer Relationship Management Software company wide.
• Prepared and/or reviewed quarterly performance incentives and annual employee performance reviews.

• Developed strategic plan through data and staff strategic recommendations.
• Built partnerships with product management, product support, product technology, sales, finance and operations teams to streamline product training development, communication and user documentation processes.
• Wrote standard operating procedures and policy manuals to educate team members.
• Developed and managed project plans while providing status updates to management.
• Integrated new technologies to meet area requirements.
• Developed, coordinated, and supported Consumer Home Equity group strategic plan
• Presented Consumer Home Equity Group strategic plan to Senior Management at annual strategic planning meeting
• Managed strategic business intelligence projects for various projects from concept to deployment

• Managed projects for cross departmental projects coordinated between IS department, marketing department, senior management and board of directors
• Created, designed, built, and managed in-house CRM system and sales lead generation system
• Develop customized sales training material for credit union and programming specifications
• Regarding project development, routinely worked closely with Information Systems Department and Senior Management. Specific examples include design and programming of sales management applications and reports, activity and incentive tracking and analysis, personalized automated sales lead queuing system, and parameter driven sales support platform.
• Managed, maintained and operated of MCIF system (Raddon). Utilized same primarily for member, branch, and product profitability analysis, generation of direct mail campaigns, and sales leads.
• Managed cross-functional teams comprised of business, IT, and consulting resources to deliver IT solutions and process improvements.
• Created outbound call center that eventually became top producing branch within six months