Experience

Achieva Credit Union

• United States
• Financial Services
• 200 - 300 Employee

• Project Manager

  • Dec 2021 - Present

  Greater Tampa Bay Area

• E-Services Manager

  • Mar 2018 - Dec 2021

  Dunedin, Florida Experienced E-Services Manager having over 27 years of banking experience with a demonstrated history and focus of working in the Digital Experience/Call Center Management arena of the banking industry for over 14 years.



Self-employed

• Certified Personal Trainer

  • Jun 2020 - Present

  Greater Tampa Bay Area



BankProv

• United States
• Banking
• 100 - 200 Employee

• Electronic Banking Officer

  • Feb 2017 - Mar 2018

  Expert at managing a great call center team; helping clients recognize the benefits of digital banking channels and The Provident Bank's products and services.

• Training Officer

  • Jan 2016 - Mar 2017

  Amesbury, MA



First Seacoast Bank

• United States
• Financial Services
• 1 - 100 Employee

• Call Center Manager

  • Mar 2015 - Jan 2016

  Dover, New Hampshire, United States



Kennebunk Savings

• United States
• Banking
• 100 - 200 Employee

• VP/Customer Care Manager

  • Jun 2006 - Jan 2015

  Kennebunk ME As the manager of the Customer Care Department/Call Center I was in charge of the daily functions of the call center and staff. Duties included routing all incoming calls to the appropriate area, answering customers’ questions/concerns via phone, web and email channels. Assisted customers with Digital Delivery Services "housed" in Customer Care including: Online Banking, Checkfree Bill Pay, Mobile Banking, E-Statements, Quicken/Quickbooks Direct Connect, as well as in opening deposit… Show more As the manager of the Customer Care Department/Call Center I was in charge of the daily functions of the call center and staff. Duties included routing all incoming calls to the appropriate area, answering customers’ questions/concerns via phone, web and email channels. Assisted customers with Digital Delivery Services "housed" in Customer Care including: Online Banking, Checkfree Bill Pay, Mobile Banking, E-Statements, Quicken/Quickbooks Direct Connect, as well as in opening deposit accounts, processing consumer loan applications. Managed the vendor documentation and implementation of new projects, products, upgrades and services and updated existing annually. Worked closely with the Marketing team on creating effective customer communication regarding the products, services and process changes that impact the customer via website, email and company telephone voice response prompts. The Customer Care department also assisted other departments and areas of the bank in various capacities such as customer satisfaction surveys, new customer on-boarding, customer letter generation and various other tasks. *Chair of Kennebunk Savings Wellness Team (6/1/2014 to 1/2015) *CFT Instructor *Speaker for KSUniversity team Show less



TD

• Canada
• Banking
• 700 & Above Employee

• In-Store Assistant Manager (CSSM)

  • Jun 2000 - Jun 2006

  In charge of daily operations and sales of an In-Store Banking Branch located inside of Shaws in Millcreek, South Portland, ME and Auburn, ME. Assisted the branch manager in business calls. Processed loans, teller transactions, cash ordering, account opening, assisted the branch manager with small business goals, processed small business loans, mortgage loans, trained staff on new processes, procedures and managed branch staff.



Androscoggin Bank

• United States
• Banking
• 100 - 200 Employee

• Assistant Manager

  • Jul 1999 - Jun 2000

  Turner Branch Office Processed loans, teller transactions, cash ordering, account opening, assist branch manager's small business goals, mortgage loans, train staff on new processes, procedures and managed branch staff and daily operations of the branch,



TD

• Canada
• Banking
• 700 & Above Employee

• In-Store Sales and Service Associate

  • Dec 1996 - Apr 1999

  Auburn, ME and Brunswick, ME Performed Customer Service/Teller transactions and tasks such as deposits, withdrawals, transfers and other basic transactions. Opened accounts, processed loan applications, performed research on accounts and answered customer inquiries while assisting the branch in obtaining required goals.