*** **** ******, **

Washington, DC *****

Phone 202-***-****(H)

301-***-****(C)

STACEY A. MAKELL

Summary: Over 25 years customer service and management experience. Self-

starter, who thrives on challenges, is experienced in handling large cash

volumes and analyzing data; supervision of employees; proven track record

of customer resolution, excellent problem solving and analytical skills.

Result oriented, highly motivated to succeed with outstanding people

skills, and team leadership skills; strength in a position that capitalizes

on management, and administrative knowledge, strong organizational skills

and positive attitude to successfully impact overall performance and

profitability of the organization

Education 9/81 - 5/85 Southeastern University, Washington, DC

. Bachelor of Science - Information Systems Management

Work Experience 1/13 - 8/14 FedChoice Federal Credit Union, Lanham,

MD

Financial Service Center (FSC) Manager

. Provide exceptional service to all customers by

demonstrating, following and supporting the

Internal and External service promises and

standards, along with the Credit Union Mission,

Vision and Values.

. Supervise work scheduling and workflow of daily

routine operations

. Ensure operations are conducted in accordance

with established Credit Union policies and with

legal and regulatory requirements.

. Ensures center security. Open and Close the

building in accordance with set hours and tests

security equipment.

. Process and approve consumer loans within

established policies and limits.

. Supervises and assists with customer service

functions. Cross sell Credit Union services and

products.

. Responsible for maintaining proper cash controls.

8/11 - 1/13 Washington Postal Employees FCU,

Washington, DC

Loan Officer

. Provide financial services counseling and advice

to members.

. Interview loan applicants; research, review and

evaluate loan applications; approve loan requests

within designated authority or refer to the loan

department manager/CEO with recommendations.

. Setup, prepared and disbursed approved loans,

revolving advances and share secured loans.

. Acquired and maintained knowledge of all credit

union services to support cross-selling to all

members.

. Audited all issued consumer loans. Finalize

applications and closing.

. Review auto files for titles and current

insurance with the institution listed as the lien

on holder.

. Ran and prepared monthly reports for the Board of

Directors.

12/09 - 7/11 Transportation Federal Credit Union,

Washington, DC

Director of Training

. Create, procure and conduct training and

development programs for employees in accordance

with organizational and budgetary objectives.

. Formulated training outline and determined

instructional methods, utilizing individual

training, group instructions, demonstrations and

workshops; select and/or developed training aids

such as handbooks, visual aids and tutorials.

. Evaluated and assisted in designing training

manuals and related materials, training classes

and training procedures. Participated in new

product/services design from staff training.

. Tracked the progress of trainees through routine

tests, observations and feedback from

supervisors; evaluated the effectiveness of the

current training program.

. Completed required reports and documents: attend

necessary meetings.

3/09 - 12/09 Transportation Federal Credit Union,

Washington, DC

Vice President of Branch and

Call Center Operations (Acting)

. Directed and monitored branch and call center

operations, to insure that organizational goals

and objectives were met.

. Development, implementation and achievement of

strategic plans to support the organizational

direction of the credit union.

. Directed and coordinated training activities of

the credit union.

. Developed, implemented, administer and track

credit union sales program to progressively meet

loan and deposit goals - conducting training

sessions, coaching and maintaining a high level

of morale among frontline employees.

. Developed, implemented, administer and track

credit union sales incentive program.

. Participated in establishment of annual

operational budget and monitor performance to

budget throughout the year; established annual

sales goals for deposit products and initiates

actions to achieve the goals.

8/04 - 3/09 Transportation Federal Credit Union,

Washington, DC

Director of Retail Sales

. Ensured that all sales employees were properly

coached and had the tools to sell credit union

products and services.

. Increased outstanding loans and shares through

promoting cross-sales activity among frontline

staff through training and coaching of credit

union products and services.

. Managed employee performance through tracking of

product sales and effectively address employee's

weakness with Branch/Department Managers.

. Assisted Branch Managers to maintain high quality

and well trained staff to meet the organization's

future growth plans.

. Met and/or exceed operational objectives with

respect to sales and financial needs of both the

member and organization.

. Developed, implemented and tracked the incentive

program for the credit union.

2/03 - 8/04 Transportation Federal Credit Union,

Washington, DC

Director of Branch Operations

. Developed overall policies, programs, objectives

and goals for the credit union.

. Developed, implemented and maintained effective

operational procedures to maximize efficiency and

quality of daily work and provide consistent

quality service to members.

. Oversaw the delivery of training to all branch

and communications center personnel.

. Recruited, trained, supervised, developed and

evaluated a team of branch managers to establish

and maintain highly effective management of

frontline staff.

. Maintained daily contact with branch managers and

mail courier, providing support, input, feedback

and guidance concerning their daily operations.

. Oversaw hiring, promotions, transfers,

termination and other changes in status of branch

and telephone center employees.

11/98 - 2/03 Transportation Federal Credit Union,

Washington, DC

Branch Manager

. Ensured prompt resolution of member account

discrepancies in branch office.

. Continually monitored branch cash requirements,

ensuring compliance to daily changer fund

guidelines.

. Developed, applied and evaluated policies and

procedures according to regulations.

. Researched, disseminated to staff the latest

credit union services to support cross selling to

all members.

. Oversaw and managed the daily processing,

settlement and maintenance of branch ATM.

. Provided lending services to members including

interviewing loan applicants; researched,

reviewed and evaluated loan applications;

submitted loan requests to designated authority.

Disbursed loans after approval.

. Cross-trained branch personnel in all products

and services to maintain the highest service to

members.

. Organized, managed staff meetings to discuss

improvement areas, changes in procedures, new

developments or services and to present general

information.

2/89 - 11/98 Transportation Federal Credit Union,

Washington, DC

Loan Officer

. Provided financial service counseling and advice

to members.

. Interviewed loan applicants; researched, reviewed

and evaluated loan applications; approved loan

requests within designated authority or referred

to the loan department manager with

recommendations.

. Setup, prepared and disbursed approved loans,

revolving advances and share secured loans.

. Acquired and maintained knowledge of all credit

union services to support cross-selling to all

members.

. Audited all issued consumer loans. Finalized

applications and closing documents to loan

decision package and arranged for storage.

. Adhered to all established policies and

procedures.

8/88 - 11/98 Phillips Flagship Restaurant,

Washington, DC

Cash Office Supervisor

. Prepared the nightly deposits.

. Completed nightly audit and forwarded it to the

corporate office.

. Hired and trained new cashiers and cash office

personnel.

. Supported the front of the house managers and

supervised the serving staff.

. Supported the kitchen managers with weekly

inventory and tracking.

. Managed the training of the new serving staff.

3/86 - 2/89 Riggs National Bank of Washington,

Washington, DC

Consumer Credit Department - Loan Officer

. Prepared financial and statistical spread sheets.

. Underwrote corporate and consumer loans.

. Developed appraisal and equity profiles for

residential properties.

. Managed Home Equity Loan databases.

. Managed Executive Lines of Credit databases.

8/83 - 3/86 Dept. of Justice: Executive Office

for US Attorneys, Washington, DC

Office of Management Information System & Support -

Student Aide

. Developed and maintained the software system.

. Managed payroll and time and attendance database.

. Performed inventory control routines for the

installation and removal of word processing and

computer equipment, assigned control numbers to

procurement documentation.

. Performed acquisition and procurement procedures

for new systems.

Reference: Available upon request

Contact this candidate