Dynamic Details- and Results-Focused Leader Committed to Optimizing Multi-Site Business, Client & Operational Initiatives

High-Volume Operations Management ￨ New Business Development ￨ Team Building / Training

Strategic Analysis / Planning ￨ Trends Tracking ￨ Best Practices ￨ Risk Mitigation / Management

Key Account Management ￨ Customer Service ￨ Process Optimization ￨ Audits ￨ Regulatory Compliance

Highly Accomplished Leader who drives companywide growth, creates targeted initiatives, provides world-class products / services, and cultixxxxxxtes a strong company image with superior quality. Top Performer who offers solutions-centric critical thinking for insightful, change-oriented results to align with a company s vision, xxxxxxlue, and goals. Ambitious Self-Starter who follows emerging trends in key systems and operations, and recommends and implements change management efforts. Out-of-the-Box Thinker who rises above business challenges to improve the bottom line and achieve winning outcomes, including quickly adapting to evolving marketplace scenarios. Excellent Communicator who develops synergistic relationships with decision-makers, business / financial teams, and customers of diverse cultural, ethnic, and socioeconomic backgrounds, and who leads multidisciplinary peers by example and with ethics and integrity.

Sonabank (f/k/a EVB), Tappahannock, XXXXXX

(2005 Present)

Director of Bank Operations

Capitalize on the opportunity to lead forward-thinking bank operations, including directing daily division-specific functions with responsibility for consistently delivering excellence in customer service, as well as exceptional products and services. Recruit, train, mentor, and manage a highly qualified team of bank associates in achieving corporate goals and objectives in alignment with EEO / AA / Fair Employment Practices, and handle all salary administration, career development, performance appraisals, and scheduling. Collaborate with department managers to ensure accurate processing of customer transactions in compliance with bank policies and procedures, as well as Bank Secrecy Act, FACT ACT, and Community Reinvestment Act. Contribute sharp analytical abilities toward preparing and managing a high-volume annual budget, along with building strong vendor relationships to minimize expenses and attain desired results.

Key Accomplishments

  Minimized financial loss while operating within regulatory and internal audit guidelines.

  Continually pursued educational opportunities on emerging bank and new operational trends.

  Participated on key corporate committees and work groups to deliver guidance toward achieving goals.

  Rapidly adxxxxxxnced from Teller (2005-2007) with promotion to Bank Operations Manager (n/k/a Director).

American Express Business Travel, Farnham, XXXXXX

(1998 2005)

Customer Service Account Coordinator

Strategically steered solutions-focused research and resolution of travel-specific discrepancies for large-scale financial institutions, including compiling and generating detailed statistical report, as well as performance goals and service levels.

Key Accomplishments

  Successfully trained, mentored, and coached new agents.

  Saved internal / external clients $112,000 via aggressive recovery efforts.

  Managed a Microsoft Access database of issues, trends, and improvement activities.

Bank of New York, Newark, DE

(1984 1998)

Process Manager ￨ Supervisor Fraud Department (1993 1998)

Utilized broad scope of industry knowledge toward directing process-oriented initiatives, including performing all analysis, review / implementation, cost containment, and process changes. Directed daily call center operations focused on loss prevention for a retail credit card base of 6+ million accounts. Mentored and managed a details-centric team of 30 Inbound ACE Representatives and 2 Assistant Supervisors to achieve daily department objectives.

Key Accomplishments

  Expertly identified, developed, and initiated new departmental procedures.

  Coordinated monthly fraud charge offs and xxxxxxlidated recovery optimization efforts.

  Prepared and delivered staff performance exxxxxxluations and recommended monetary compensation.

Supervisor Collections Department (1984 1993)

Played a vital role in leading a top-performing team of 20 Collection Analysts in handling all facets of collection agency and attorney relationship management initiatives. Coordinated and reconciled monthly charge offs and led statistical reporting.

Key Accomplishments

  Prepared and delivered objective annual staff performance exxxxxxluations.

  Led agency audits to ensure performance goals and service levels were met.

Delaware Technical & Community College

Associate s Degree in Office Systems Technology

Xxxxxx Bankers Association

School of Bank Management

Excellent Professional References Provided Upon Request