Manager Customer Service

Kathryn Eckenrode

Marshall, TX *****, 321-***-****

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Branch Manager

Accomplished, efficient, and effective Operations Manager with almost 20 years of experience in Financial and Operational functions in the Banking, Investment, and Service industries. Recognized for exceptional management, customer service, and sales abilities, consistently developing new business, improving performance and productivity. Demonstrated strong leadership skills, leading teams to achieve and exceed organization goals. Proven record in developing streamlined processes to improve operational services, while cutting expense costs. Possess financial acumen, ensuring that individual and business clients can achieve financial needs and goals.

Strategic Development

Revenue Growth

Team Development

Community Outreach

Customer Relations

Process Improvement

Project Management

Regulatory Compliance

Cost Reduction

Experience & Notable Contributions

EAST TEXAS PROFESSIONAL CREDIT UNION Longview, TX 2014-Present

Branch Manager

Act as loan officer, processing and approving member loans within policies, guidelines and limits

Drive product and services cross-sell initiatives

Hire, supervise, train and direct branch staff to ensure optimal performance

Direct and administer the operational efforts of the branch

Strategize, create and develop initiatives ensuring continued Credit Union success

Ensure compliance of all branch operations

PORTABLE AIR Leesville, LA 2012-2014

Operations Manager

Evaluated business processes and systems, implementing changes to improve operating efficiencies

Managed inventory including vehicles, HVAC units, and shop supplies all worth over 2 million dollars while developing and implementing effective loss prevention procedures

Recruited, selected, inducted and trained staff

Monitored staff performance through feedback and performance reviews to improve work performance

Designed work schedules and coordinated up to 30 employees to ensure smooth rotational requirements

REPAIR WORLD, INC. Titusville, FL 2009-2012

Controller

Oversaw financial performance of business, including collecting, analyzing, and reporting financial data, and serving as final decision maker for all financial and operational issues

Served as Human Resource, hiring, training, counseling and monitoring up to 10 employees

Developed specific strategies, implemented and monitored progress

Fostered relations with community as Chief Spokesperson, providing reliable and appropriate information

Managed day-to-day operations, establishing efficient processes with optimal productivity

Page 2 Kathryn Eckenrode

REGIONS BANK Melbourne/Mims, FL 2007-2009

Branch Manager

Accountable for overall balanced financial performance with emphasis on consumer and business lending, deposit acquisition and retention, non-interest income generation, and quality customer service

Drove business growth through tele-consulting, outside calling, retention management, community involvement, and marketing

Enhanced brand awareness by partnering with centers of influence, referral sources, and community leaders

Maintained customer and partner retention rates through long-term managed relations

WACHOVIA BANK Tallahassee/Melbourne/Cocoa Beach/Cape/Port Canaveral, FL 2004-2007

Financial Specialist/Financial Center Manager/Service Leader

Led employees in achieving all sales and service performance objectives

Developed new business with existing clients by matching client needs and financial goals to appropriate services and products, including investments, loans, and depository and commercial accounts

Collaborated with direct and indirect reports to assess financial center team results, determining opportunities for improvement

Prospected and identified qualifying leads for existing and potential clients to increase client base

CHARLES SCHWAB & CO, INC. Maitland/Tallahassee, FL 1997-2004

Senior Account Administrator/Senior Investment Specialist/Investment Consultant/Manager

Developed new business through referrals, contacts, and partnerships with professionals and officers throughout 2500 employee call center

Exceeded sales goals regularly by establishing strong relationships with internal and external customers

Achieved customer satisfaction through outstanding service, resolving escalated issues, and providing suitable investment advice

Led team of 11 Investment Specialists to meet and exceed quarterly sales and asset goals

Supervised, scheduled, trained, and evaluated staff of sales representatives to improve productivity

Delivered sales presentations, educational workshops, and training classes to clients and partners

Received divisional Recognition for Excellence in service

Education

Registered Para Planner COLLEGE FOR FINANCIAL PLANNING Denver, CO

Certified Financial Planning Certification FLORIDA INSTITUTE OF TECHNOLOGY Orlando, FL

Bachelor of Science in Business Administration UNIVERSITY OF CENTRAL FLORIDA Orlando, FL

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