MICHELE L. HOLMES

**** ***** *** **** ******* TN 38016

Phone: 901-***-**** home 901-***-**** cell

E-mail: acy6d5@r.postjobfree.com

EDUCATION

Belhaven University May 2017

Masters of Science in Leadership

University of Memphis May 2011

University College Degree in

Professional Studies

Organizational Leadership/Human Resources

EMPLOYMENT HISTORY

ALSAC/St. Jude Children’s Research Hospital Aug 2015-Jan 2017

Manager of Tribute Support and Operations

Plans various operations and activities, coordinates activities between various departments.

Create and manage the overall daily operational structure of the Tribute Operations Team

Daily Auditor of task files for card orders, donor complaints, VIP donor requests, donor card interactions

Quality Assurance auditing and tracking for incoming calls to the Tribute Team and the Outsourced Call Centers

Assign tasks and rotate monthly for optimized task experience for each team member

Create process improvements to aid in task efficiency

Monitor and track daily task assignment productivity

Monitor and report tribute call volume for the Enterprise Contact Center and the Donor Account Processes Tribute Team

Report weekly tasks completions to Senior Leadership

Manage work volume to desires SLA on a weekly basis

Member of various tasks force teams which aid in the betterment of the donor experience

Monitor calls for DAP Tribute Team for Quality Assurance and to ensure highest level of donor customer service.

Work closely with DAP operations manager for cohesive task effectiveness and efficiency

Work closely with National Direct Marketing Team to assist with VIP donor fulfillment and other donor related projects

Handle all donor calls of sensitive and irate content in relation to Tributes

Plan various operations and activities, coordinates activities between various departments.

Communicates with other management professionals within the organization to keep the tribute support department running smoothly.

Works with cross – divisional teams to identify tribute

service and support opportunities, research issues to determine probable root causes, and recommend solutions to tribute related matters.

Collaborates and assists business units and IT to

continuously improve the tribute process for both donors and employees.

MICHELE L. HOLMES

7736 Quick Fox Cove Cordova TN 38016

Phone: 901-***-**** home 901-***-**** cell

E-mail: acy6d5@r.postjobfree.com

Orion Federal Credit Union

Director of Retail/Marketing/Business Development Jan 2010-June 2015

Educate and coaches leaders on company policies, work rules, as well as applicable federal and state regulations, to ensure fairness and consistency.

Worked cohesively with Marketing Manager

Created and lead strong marketing campaigns

Branches consistently exceeded sales goals by 120% or greater each fiscal year

Scheduled meeting and record minutes for frontline staff.

Responsible for the reorganization of the entire frontline of the credit union.

Responsible for the development of Teller Over/Short procedures.

Responsible for the distribution of goals guided by Performance Plan Review’s to all branch leaders.

Monitor the ongoing sales flow of all branches.

Administer coaching/counseling with branch leaders as necessary.

Assist with training for frontline staff.

Pricing committee voting chair.

Assist with implementation of marketing promotions and made final decisions on tools used in the branches.

Written/critiqued/developed employee evaluations.

Drive investigations with audit team due to cash outages with branch personnel.

Assist with the implementation of Business Development and co-pilot many BD events on behalf of Orion FCU.

Administer Financial/Personal Budgeting Seminars on behalf of Orion FCU.

Coaching, counseling for all branch managers of the CU.

Immediate conflict resolution with team using sound judgment.

Responsible for the development of new procedures/practices to aid in the daily operations of the branch staff.

Execute the leadership plan for all branch leaders to aid in their growth with the CU.

Conduct bi-weekly meetings with branch leaders.

Conduct weekly one-on-one meetings with branch leaders and visit branch staff.

Implemented branch mystery shop program to promote excellent service in branches.

INSOUTH Bank

Branch Manager/Asst. Vice President May 2007-Jun 2009

Work closely with Corporate Sr. Branch Administrator to ensure Branch Administration Policies and procedures are adhered to. Work closely with Corporate HR Officer.

Manages overall Teller and/or Customer Service Operations.

Represent the financial institution within the community through good customer relations.

Review and recommend updates and changes to policies and procedures utilized in the customer service and teller department. Assists branch administrator in coordinating these changes within the departments.

Establish and help to attain internal performance objectives for branch business volume and deposits.

MICHELE L. HOLMES

7736 Quick Fox Cove Cordova TN 38016

Phone: (901) 77-7466 home 901-***-**** cell

E-mail: acy6d5@r.postjobfree.com

Resolve customer complaints in a tactful, effective manner and explained financial institution policies. Assist customer service representatives with queries and activities to improve overall services to customers.

Conduct regular staff meetings to review problems, policies, procedures and updates of teller and/or CSR activities

Handle, investigate and resolve all Human Resource issues concerning employees of

immediate branch, including performance evaluations, recommend salary adjustments and formal counseling when needed.

Report to Sr. Management regarding department when necessary. Assign duties and work schedules to staff to ensure efficient functioning of department.

Underwrite, process, approve, decline, process and fund equity, installment loans and commercial loans,

AmSouth Bank/Regions Bank

Sales Manager/Bank Officer, Memphis 2001-2007

Monitor and review all branch reports such as overdraft, NSF and uncollected funds.

Responsible for tracking and reporting all sales referrals and activities.

Conduct and administer teller, financial services, loan processing, installments, mortgage and equity loan training.

Underwrite and process fund equity mortgages and installment loans.

Perform quarterly branch audit within the retail division at various branches and all other duties as assigned.

Managed the entire sales flow, process and branch staff.

National Bank of Commerce/SunTrust Bank

Assistant Vice President, Memphis 2001-1994

Directed, supervised and developed promotional items for marketing branch services.

Developed systematic report for daily customer needs.

Provided support and assisted corporate training implementations of banking in the public schools.

Teach and facilitate in-house corporate training operations, audit, sales, customer service and new accounts.

Supervised all tellers over age and shortage and manage day to day operations including withdrawals, deposits, teller transactions branch sales and production.

ACCOMPLISHMENTS

Assistant Vice President & Bank Officer/NBC Bank/Certified Trainer for NBC Bank

Trouble Shooter Branch Auditor, Retail Division/Bank Officer/National Bank of Commerce

Branch Administrator II & Assistant Vice President/INSOUTH Bank/State of TN Insurance License/HR Generalist Experience since 1997/Board of Directors-Greater Praise Christian Academy/Youth Director & Young Adult Educator-Holy City COGIC

References Available Upon Request

Contact this candidate