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Office Management/Administration (Non-Credit Union)

Qualifications Profile

    Self-assured, dynamic, and results-driven professional backed by more than 29 years providing high-performance sales and operations support, branch management, and service administration in the healthcare industry with a view to working outside of a credit union setting.

-    Proven dedication to process efficiencies across several critical areas in office management focused on inventory and logistics support, project management, and customer service that enabled decision makers to achieve expected outcomes in growing the business with the least worry in office routines and people management.

-    Detail-oriented, analytical and methodical with critical thinking to resolve work issues even under stress.

    Flexible and adaptable with quick learning abilities to reach high productivity levels in fast-paced work environments and new or demanding assignments.

    Well-organized with multitasking and prioritization skills that optimize resources to achieve outstanding results.

    Strong people management and interpersonal communication skills that inspire confidence across diverse ethnicities.

Key Expertise

Sales Management Support

    B2B/B2C Sales Management

    Relationship Management (Customers, Public, & Suppliers)

    Customer Service Management

Operations Management Support

    Tactical & Operations Planning

    Inventory/Logistics Management

    Fiscal & Budget Management

    Process/Workflow Improvement

    Compliance Management

    Project Management Support

    Vendor/Contract Management

Administration

    Personnel Administration

    Organizational Development

    Security Administration

    System & Computing Resource Administration

    Staff Supervision & Training

    Office & Staff Administration

    Records & Document Management

Technical

    Productivity Tools: MS Office (Word, Excel, PowerPoint, Access, & Outlook)

    Internet: Email/Webmail, Web Research, & Social Networking

Career Highlights

    From 2006 2010, grew the deposit base from $32 million to $52 million.

    Increased checking to savings ratio from 22% to 47%, and grew debit card usage from 15% to 80%.

    Coordinated the merger of a $2.2M credit union into HSFCU.

    Oversaw the transition into 2 new branch offices.

Professional Experience

Operations Management & Support

    Manage daily operations of the Member Service Department of a $58M federal credit union, supervising staff, and ensuring prompt and efficient service to clients and the public.

    Provide leadership, and strategic direction in managing branch operations of the credit union.

    Provide customer service support to members, education them on the features and adxxxxxxntages of HSFCU products & services, including new offerings, convenience services & promotions.

    Coordinate legal responses, representing the credit union in court as necessary (i.e. criminal, civil, bond claims).

    Manage all Credit Union bond/insurances claims, ensuring adequate bond/insurance coverage, and assisting with CUMIS bond risk assessments.

HR Administration

    Coach and counsel staff as necessary, implementing training programs that create a trained, motixxxxxxted and professional workforce capable of providing efficient and effective Branch and Contact Center services to members.

    Conduct staff recruitment, schedule job applicant Interviews, oversee new hire on-boarding, establish performance metrics and expectations, maintain confidential personnel information, and recommend discipline and/or termination of erring subordinates.

Compliance Management

    Assist the Executive staff in training and disseminating information related to compliance expectations in preventing loss of funds and Identity Theft, and ensuring staff compliance with Credit Union Security Plan.

    Maintain expertise in the Patriot Act, Bank Secrecy Act and other regulations and laws governing or impacting savings/deposit related product, overseeing related training and communications.

    Ensure deposit/savings operations are in compliance with pertinent regulations and laws.

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Professional Experience (continued)

Security Administration

    Conduct internal security and loss investigation to detect/prevent fraudulent acts, leading all criminal investigations for member and company losses involving share draft and credit/debit card fraud.

    Serve as HSFCU s point of contact and Information Resource for addressing clients question on all forms of Fraud.

    Prepare routine and special reports for the President/CEO, Supervisory Committee, and the government for security reports such as Suspicious Activity Reports (SARs) and OFAC reports when necessary for government authorities.

Systems Administration

    Direct System Administration covering ATM operations, overseeing procedural integrity, and ensuring proper use of computing resources in delivering quality member service and executing fraud prevention.

    Ensure system and database integrity, recommending program changes and installing new software releases that create process efficiencies, conducting periodic data purges and reorganization, user account creation and closing, and perform other administrative transactions to maintain proper data storage space utilization.

Career History

Healthcare Systems Federal Credit UnionŸ Falls Church, XXXXXX

Education

MANAGEMENT DEVELOPMENT INSTITUTE (2008)

Master of the Art of Selling in Leadership