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Date Created: 12/22/15
M ONICA C HILDS firstname.lastname@example.org ● Mobile: (267) 650-9263 Philadelphia, PA 19111 http://www.linkedin.com/in/childsmonica O PERATIONS / ORGANIZATIONAL M ANAGEMENT Highly accomplished, results-oriented professional with more than 12 years of progressive leadership experience in operations management, regulatory compliance, and policy/procedure development. Proven track record of success in customer service, risk management, QC/QA, sales cycle management, and staff development. Led operations, growth, and development in 12 branches with $610M in assets. Strategic and resourceful leader able to conceptualize and implement effective business solutions. Effective communicator with strong team-building skills and ability to coordinate cross-functional groups to accomplish objectives and meet critical deadlines. AREAS OF EXPERTISE Exceptional Organization Skills – Leadership and Mentoring – Communications Management – Change Management Continuous Process Improvement – Start-up and Turnaround Situations – Fiduciary Experience and Execution – Regulatory Compliance – Issue Resolution – Customer Service – Crisis Management – Cross-Functional Team Building and Coaching – Vendor Relations and Scheduling – Quality Assurance – Policy and Procedure Development & Management – Product Implementation – Client Relationship Building – Risk Management – Audits and Internal Control – Needs Assessment – Multi-site Budget and Scheduling – Financial Reporting – New Business Development PROFESSIONAL EXPERIENCE AMERICAN HERITAGE FEDERAL C REDITUNION – Philadelphia, PA $1B Federal Credit Union, located in PA, with 250+ employees, serves more than 700 companies, with over 100K members. ASSISTANTV ICEPRESIDENT, RANCH O PERATIONS 2007 to 2011 Managed and directed the performance of the Account Services Department, the outbound and inbound Call Center areas, the Center City Region, and Main Campus Branch ensuring customer service excellence, executive transparency, and quality deliverables. Restructured fiduciary account records safeguarding member information, preventing identity theft, ensuring regulatory compliance and reducing litigation expenses by 85%. Streamlined new application process resulting in significant time savings and reduced overtime costs by 45%. Provided leadership, oversight, coaching and training ensuring best practices were leveraged, standards were followed, and skills and practices were advanced. Implemented improvements for managing and monitoring all call center parameters, fiduciary functions, and branch operations. Reengineered job descriptions ensuring growth and operations excellence transforming the employee interview and evaluation processes, and decreasing turnover rate by 10%. Established Managerial Succession Planning and Development Programs increasing employee retention by 10% and internal employee advancement by 32%. Originated Disaster Recovery Program for Branch Operations Department in preparation for potential communications or documentation loss. Implemented an on-going mid-level manager’s forum to establish inter-departmental communications throughout organization. Member of the Select Employee Group (SEG) Advisory Council implementing process improvements via contract recommendations and vendor relations. Recognized with several awards including Department of the Year and Branch of the Year. Coordinated end-of-month reporting and managed Operational Pit Crews for product, software, and compliance implementations. Respected as a mentor throughout the branch operations network in achieving 10 promotions within 14 years. Integrated methodology to track production and identify expenses for analysis and margin management. Revamped BSA filing system for CTR and SAR e-filing eliminating paper costs and improving time management. Developed and revised the Red Flags Compliance, Customer Identification Policy (CIP), and BSA Policies as BSA Officer for updated changes ensuring a clean NCUA audit for quality control and legal compliance. M ONICA C HILDS email@example.com ● Mobile: (267) 650-9263 ● Page 2 REGIONAL M ANAGER , CENTER CITYR EGION 2005 to 2007 Directed numerous Branch Managers, leading cross-functional team directives, resulting in product penetration, membership growth, and increased asset size. Analyzed opportunities and trends, developed budgets, and collaborated with managers regularly to monitor progress, risks, and issues. Devised focused, manageable procedures to turn long- term goals into actions. Grew regional size from 7 to 12 branches and generated 74% deposit increase of $82.5M and 80% loan increase of $56.2M. Asset size increased by 22% and supplemental referrals by 62%. Developed standardized templates and methodology for branch managers to provide consistent approach to vendor relations, new business development, and employee coaching. Headed project to integrate Standardized Operating Procedures (SOP) throughout entire branch system restructuring internal processes for operational alignment. Assembled and led SOP Team for continuous process improvement. Achieved superior service excellence with a 95% member satisfaction survey; with 68% of the regional employees receiving quarterly bonuses. BRANCH M ANAGER (S) I, II, & III 1997 to 2004 Managed daily branch operations, sales growth, and employee development. Ensured successful cash management and loan approvals, resolved escalated member issues, prepared and submitted branch budgets, provided performance reviews, managed employee schedules, adjusted product penetration and promotion development. Achieved 48% increase in asset size during tenure. Earned 3 Awards for outstanding achievements, as well as performance-based bonuses – Sales Person of the Quarter, Branch of the Year, and Employee of the Year. Implemented Branch Boot Camp program for standardization to promote consistent quality customer service. PREVIOUS EXPERIENCE Advanced through positions of Member Service Representative, Member Service Officer I & II, and Lending Officer. Previous career experience as Certified Respiratory Care Therapist, and Medical Records EDUCATION & CERTIFICATIONS MBA in Leadership – Executive Masters Program – Walden University – Philadelphia, PA BS in Business Administration – Major in Management – University of Phoenix – Philadelphia, PA BSA Officer Certification – Sheshunoff Information Services – Philadelphia, PA Respiratory Care Certification, CRT – James Martin – Philadelphia, PA AWARDS & ACHIEVEMENTS Al Nanners Award (Employee of the Year) – American Heritage FCU Branch of the Year – Center City Stock Exchange Branch – American Heritage FCU Department of the Year – Outbound & Inbound Call Center – American Heritage FCU Standard Operations Procedures Manual (SOP) Managerial Succession Planning Employee Development Planning Performance Review Development TECHNICAL PROFILE MS Office Suite (Word, Excel, PowerPoint, Outlook) – MS LiveMeeting – SharePoint – CETO – Mac 0SX – ProfitStars – Episys/ Symitar – Yellow Hammer – Avaya CMS – Mercom – Symposium – CardWizard – Penley/QualiFile – eFunds – FiServ – Verafin – OFAC – Check 21 – FinCen – DocuSign – APPRO – PAT Machine – Remote Deposit Capture
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