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Objective

Obtain a challenging leadership position with a forward thinking, innovative organization who needs an experienced, dynamic management professional to guide and develop successful teams to meet and exceed sales and service expectations.

Skills Profile

• Over 18 years in the financial services industry with an expert knowledge of credit union branch management and retail delivery service.  Extensive experience with staff development, coaching, product and service strategies and implementation, and all aspects of branch operations and sales.

• Leads effectively by working collaboratively with other departments, fostering teamwork and innovative solutions
• Adept at recognizing and developing talented team members through coaching, training and empowerment
• Highly motivated, passionate and self-driven to ensure organization’s and team members’ success
• High level of professionalism and integrity when making decisions and leading teams through change
• Displays a positive attitude and sense of urgency to accomplish goals
• Consistently achieves and exceeds goals and objectives
• Excellent written and verbal communication skills, technology savvy
• Exhibits strong community relations and networking skills

Employment History

Regional Manager                                                                                        2009- January 2012

FORUM Credit Union, Indianapolis, IN                                                       1993- January 2012

• Chiefly responsible for financial education initiatives in all 13 branch communities. Worked closely with branch managers and business development group to determine educational opportunities through Select Employee Groups, local non-profit groups, libraries and schools.
• Achieved and exceeded quarterly financial education goals – In 2011, a total of 464 member/non-members attended financial seminars at branch offices and community partners, greatly surpassing expectations.
• Enhanced educational promotions such as the “Save It Up Challenge” and organized staff workshops to ensure consistent customer service experiences
• Participated in overall Retail Delivery strategies and planning with VP of Retail Delivery and Chief Executive Officer of Retail Delivery and Marketing
• Ensured branch offices met or exceeded their sales and service goals
• SBO liaison – Resolved shared branching escalations and ensured ongoing training; worked directly with Service Corp
• Analyzed recruitment process and developed behavioral interview questionnaire to improve recruitment process
• Developed and implemented Loyalty Index Score service initiative program
• Led the retail team’s business continuity exercise and documentation process
• Improved retail policy procedures by serving as the central point for all changes, and worked with other departments to ensure retail policies were documented and kept current.
• Led the branch efficiency team which resulted in improved and streamlined operations processes
• Initiated and developed internal decision matrix score for front line staff as a tool to quickly determine member relationship and risk factors, thereby improving service experience
• Participated in development and implementation of DeposZip – an online banking option to deposit checks remotely as well as launch of unique deposit youth account - Sprout

AVP Retail Delivery                                                                                                   2004-2009

FORUM Credit Union, Indianapolis, IN

• Oversaw Retail Delivery department of 120 employees, 12 branch offices and Call Center.  Directly supervised three Regional Managers and Contact Center Manager
• Ensured successful implementation and achievement of sales and service goals through coaching and team building
• Led career path initiative which enhanced member service and increased sales
• Assessed consistency of credit union branch policies and adherence of regulatory requirements
• Developed staff incentive plans
• Wrote job descriptions and developed performance appraisal format
• Lead and organized Retail Deliver planning sessions, focused on team building and generating forward thinking ideas
• Developed Manager In Training program in collaboration with training team
• Participated in the planning and building process of 4 new branch offices

Area Market Manager                                                                                              2000-2004

FORUM Credit Union, Indianapolis, IN

• Responsible for sales and service results at 6 branch locations
• Effectively supervised and coached branch management team
• Maintained and expanded business development relationships to increase market share through outside sales
• Developed branch policies and procedures, wrote job descriptions
• Performed underwriting of consumer loans
• Mentored management staff in training

Groups/Associations

Hamilton County Leadership Academy, Board Member and Graduate        2004-2011

-          President (2006-2007), Governance Committee, Community Connection Committee, Marketing Committee, Executive Search Committee

Hamilton North Chamber of Commerce

-          Volunteer at Morse Lake Triathlon annual fundraising event

Lights over Morse Lake Committee - Member

Noblesville Chamber of Commerce

Hamilton Heights PTO – Treasurer (2005-2007)

Danes in North America - Member

CUNA Sales and Service Council – Attended three Sales and Service Conferences

Education

Indiana Wesleyan University, Marion, IN                                                        1994-1998

Bachelor of Science in Management (BSM)

Graduated Summa cum Laude

T.H Langs Higher School of Education, Silkeborg, Denmark                   1986-1988

General Studies Associates Degree

Leadership Effectiveness Training (LET) – FORUM Credit Union            2000-2011