Experience

American Heritage Credit Union

• United States
• Financial Services
• 200 - 300 Employee

• Assistant Vice President of Regional Branches

  • Sep 2022 - Present

  ▪ Responsible to ensure Credit Union service standards are upheld in branch locations and member complaints or concerns are resolved▪ Review branch’s Net Promoter and Scores (NPS) daily, increasing each quarter by 2% through member outreach to gather feedback for opportunities to improve the branch experience▪ Analyze quarterly and yearly data for branch Business Forecasting plans. Strategically think through consumer and business deposit growth, membership accounts, and loan growth while researching and collecting pertinent data. Show less

• Branch Manager

  • Jul 2020 - Sep 2022

  ▪ Motivate the staff by creating contests and celebrate success▪ Cross train staff, both Member Service Representatives and Member Service Officers to prepare for universal positions▪ Ensure premier service by fulfilling member request, and handling member escalations

• Assistant Branch Manager

  • Dec 2019 - Jul 2020

  Built relationships with employees to maximize and continue positive team morale▪ Introduced new systems and technology to staff to increase cross selling opportunities▪ Gathered data for reports of branch activity to deliver to VP▪ Ensured premier service to membership during COVID pandemic▪ Assist Branch Manager with scheduling and reports, monitor branch volume, and member interactions

• Branch Manager Trainee

  • Jun 2018 - Dec 2019

  Shadowed and assisted current Branch Managers in the City Region as well as the Suburban Region▪ Learned both platform and the teller line for daily branch operation procedures within the branch▪ Gathered data for financial reporting and branch revenue▪ Conducted daily account reviews with employees during coaching sessions▪ Conducted cash machine replenishments as well as monthly audits▪ Introduced new technology within the Credit Union to members and employees▪ Provided leadership and positive structure within the branch for employee success▪ Ensuring positive member service experience during member interactions Show less



Bryn Mawr Trust

• United States
• Investment Management
• 200 - 300 Employee

• Universal Banker

  • Nov 2017 - May 2018

  ▪ Gathered daily reports such as call log results to new and existing clients, overdraft list, and sales trackers for each team member to forward to the Market Area Manager ▪ Attended conference calls throughout the week about new products, updates, and new opportunities ▪ Discuss financial needs with each client to ensure their top financial goals were on the correct path to meet their expectations ▪ Gathered daily reports such as call log results to new and existing clients, overdraft list, and sales trackers for each team member to forward to the Market Area Manager ▪ Attended conference calls throughout the week about new products, updates, and new opportunities ▪ Discuss financial needs with each client to ensure their top financial goals were on the correct path to meet their expectations



M&T Bank

• United States
• Financial Services
• 700 & Above Employee

• Relationship Manager

  • Oct 2016 - Sep 2017

  ▪ Assisted the branch manager with implementing business development strategies to be successful in the market ▪ Supported the Branch Manager and branch goals by managing the highest profitability customer relationships with consistent contact and follow-up ▪ Conducted morning huddles to inform staff of new changes within the company and preparing for the week ahead ▪ Attended monthly portfolio manager meeting to discuss daily activities of the branch operations and discussing new services that are being launched to report back to our regionals Show less



Ms. Tootsies RBL

• Philadelphia, Pennsylvania, United States

• Bar Manager

  • Jul 2012 - Jan 2017

  ▪ Ensured guest drinks and food are prepared accordingly to company policy ▪ Communicated effectively through various methods such as regular briefings, creating weekly schedules and individual discussions ▪ Provided prompt, attentive, consistent, and courteous service to customers ▪ Reviewed inventory and place orders to vendors ▪ Prepared forecasts and annual budgets, including profit & loss, cash flow and balance sheet ▪ Conducted meetings for upcoming events ▪ Built new customer relationships and maintain existing relationships Show less



Santander

• Spain
• Banking
• 700 & Above Employee

• Personal Banking Representative

  • Jul 2013 - Oct 2016

  ▪ Represented the bank within the wider community and building relevant contacts ▪ Reviewed customers long and short-term financial goals and referred potential clients over to a Financial Consultant ▪ Coordinated partnerships with local businesses to build positive relationships with clients to ensure customer satisfaction and meet sales targets ▪ Developed a detailed understanding of operations, processes, risks, and controls of the branch ▪ Represented the bank within the wider community and building relevant contacts ▪ Reviewed customers long and short-term financial goals and referred potential clients over to a Financial Consultant ▪ Coordinated partnerships with local businesses to build positive relationships with clients to ensure customer satisfaction and meet sales targets ▪ Developed a detailed understanding of operations, processes, risks, and controls of the branch