Executive Manager

Executive Profile – Service, Education, Healthcare

Qualifications

Summary

Driven, results-focused senior manager leveraging 10+ years’ experience across financial institutions and healthcare system. Well-developed business savvy backed by Executive MBA (EMBA) degree and proven experience overseeing multi-site and cross-department operations. Knowledgeable in devising and executing strategic plans driving attainment of short- to long-range performance objectives. Talent for capturing improved market share, boosting bottom-line performance, enhancing customer experience, minimizing internal risk, and retaining high-caliber workforce.

• Employee Training & Development • Customer Service Call Center Oversight

• Department, People, & Project Leadership • Process Improvement Change Management

• Standard Procedures Regulatory Compliance • Cross-Team Coordination & Communication Career

Experience

My Cash Coach, L.L.C., DE Area

Owner, Financial Coach, 2020 to Present

Personal Financial Coach accompanying individuals on their financial journey with a trusted ear and a heartfelt voice in creating a personalized, proven plan towards achieving financial freedom.

• Consult with clients to determine financial needs and goals and develop a systematic budgeting process via Ramsey Financial Cooch Master Training program.

• Continually network and build individual client base.

• Promptly guide client obstacles and answer financial questions.

• Offer detailed, research-based advice on financial strategies to meet clients’ needs. Dover Federal Credit Union (DFCU), Dover, DE Area

Director, Member Experience, 2018 to 2020

Engaged branch managers and cross-functional teams in executing strategic initiatives to grow membership, increase assets, and sustain account portfolio. Monitored changing market landscape and pinpointed opportunities for improving product penetration, capturing additional market share, and minimizing internal risk. Executed end-of-month reporting functions. Orchestrated new product, system, and compliance implementations. Controlled budgets and tracked performance metrics against set objectives. Influenced strategic and action planning processes to realize long-range goal achievement.

• Spurred $4.8M in branch network loan growth during tenure while also increasing customer satisfaction to 96% and streamlining core processes by 110%+.

• Improved consistencies in service excellence, business development, and vendor management by introducing new methodologies and templates.

• Spearheaded comprehensive project to standardize standard operating procedures (SOPs) and restructure and align core processes across branch system, engaging team to achieve objectives for continuous improvement.

• Embraced industry best practices and promoted compliance with corporate standards while designing and facilitating team training, development, and coaching. Monica McNair, EMBA

******.********@*****.*** • linkedin.com/in/bemycashcoach 302-***-**** • Magnolia, DE 19962

Continued…

Monica McNair, EMBA

P a g e 2

Mercy Health System of Southern Pennsylvania, Greater Philadelphia Area Enrollment Specialist, 2015 to 2018

Fostered growth of elder care system, prospecting new business opportunities and executing marketing campaign initiatives to continually expand client base. Delivered presentations and represented organization during community events and other outreach activities.

• Secured position as top-ranked specialist based on achievement of monthly, quarterly, and annual goals.

• Honored with Enrollment Specialist Award for generating highest enrollment in department history. American Heritage Federal Credit Union (AHFCU), Philadelphia, PA Assistant Vice President, Branch Operations, 1997 to 2011 Directed multifaceted operations encompassing regional and main campus branches, account services department, and inbound/outbound call center. Set and monitored performance expectations, to include call center parameters and fiduciary results. Communicated standards for customer service excellence, deliverable quality, and executive transparency. Implemented operational controls and audits. Fostered continuous improvement function and served as change manager while executing new projects and initiatives.

• Delivered 85% reduction in litigation expenses through improved safeguarding of member information, prevention of identity theft, and regulatory compliance.

• Secured 10% reduction in employee turnover and 32% increase in internal advancement by transforming employee interview and evaluation processes, revamping job descriptions, and promoting operational excellence.

• Introduced new standards for regulatory and policy compliance to boost outcomes for quality control and legal compliance.

• Invited to engage as member of Select Employee Group (SEG) Advisory Council, guiding adoption of process improvements spanning contract management, vendor relations, and business development. Education Executive Master of Business Administration (EMBA), Walden University, Philadelphia, PA Bachelor of Science, Business Administration (BSBA), University of Phoenix, Philadelphia, PA Respiratory Care Certification, JMRC, Philadelphia, PA Financial Coach Master Training, Dave Ramsey Solutions, Magnolia, DE Affiliations

Volunteer Service with USO, Meals on Wheels, Food Bank of DE, Boys & Girls Club, Camden-Wyoming Rotary, and Senior Center Programs

Software MS Office (Word, Excel, PowerPoint, Outlook) MS LiveMeeting MS SharePoint CETO ProfitStars Episys/Symitar Yellow Hammer Avaya CMS Mercom Symposium CardWizard Penley/Qualifile eFunds FiServ Verafin OFAC Check 21 FinCen DocuSign APPRO PAT Machine

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