PROFILE

An accomplished Financial Professional with over 30 years experience. Acquired diverse leadership experience in all areas in the banking sector. Unique combination of management and marketing skills; consistently recognized for exceeding expectations. Promoted to higher levels of responsibility including branch manager for staff up to and including 30 employees.

Professional Qualities & Strengths

Training and Development

Leadership and Management

Recruiting and Interviewing

Performance Management

Customer Service/Relationship Builder

Succession Planning

Excellent Time Management and Organizational Skills

Financial Planning

Business Development

Policy and Procedure Compliance

Motivational Team Leader

Marketing Initiatives and Product Development

Mutual Fund and Compliance Officer Licenses

CAREER HISTORY

WESTMINSTER SAVINGS CREDIT UNION, Surrey, BC 2015 - May 2020

Assistant Branch Manager

Responsible for guiding a team of 6 employees to successfully achieve $40 million in sales.

Addressed customer service concerns, resolved issues, and ensured exceptional experiences.

Elevated customer service scores to over 80% consistently and year after year.

Coached and developed staff by offering constructive feedback and taking interest in their career path. This resulted in a developed sales force, reduced turn-over, increased productivity and ultimately cost reductions.

Effectively managed a team of 6 staff that were mentored for promotion.

Partnered with the manager to create initiatives designed to motivate staff, increasing overall productivity, sales goals and action plans to consistently exceed sales targets.

Implemented organizational systems that significantly enhanced monitoring branch controls, regulatory compliance, security, auditing and order processing.

Acted as the first line of communication in the absence of the bank manager.

Adjudicated loan applications and financial requests.

Relied upon to act as a Security and Safety Officer for the branch.

2016 the branch received the Excellence Award for Best Results.

ENVISION FINANCIAL, Surrey, BC 2010 - 2015

Personal Account Manager and Learning and Development Officer

As Learning and Development Officer: Designed, developed, maintained, and delivered in house training programs.

Developed remote/virtual training and web-based training programs.

Actively researched opportunities for process improvement.

Applied adult learning theories and concepts in design, delivery, and training.

As Personal Account Manager: Applied financial training to excel at achieving sales targets by selling a range of financial products from loans, accounts, investments, credit cards and insurance.

Advised high net worth customers on investment opportunities, risk analysis and monetary returns.

Successfully trained and mentored other staff.

Structured product and service deals that were beneficial and profitable to both the credit union and the customers.

Provided leadership in organizing community events.

G&F CREDIT UNION, Surrey, BC 2005 - 2010

Branch Manager

Applied strong management skills to recruit, train and coach all staff. Developed the benchmark for performance standards, ensured professional conduct and consistent performance appraisals.

Acted responsibly and knowledgeably as a branch compliance officer and enforced risk management and security.

Increased member awareness and profitability by initiating strong marketing plans to promote products.

Maintained member satisfaction by overseeing the effective use of every area of operations, staff, equipment, and facilities.

Demonstrated excellent communication and interpersonal skills focusing successfully on community involvement and customer service.

Generated sales leads and developed new customer relationships through sales calls, personal contacts, networking, community events and other activities.

Reviewed and approved loan applications and supporting documents, ensuring credit granting quality.

Other relevant career history

PROSPERA CREDIT UNION, Surrey, BC 2000-2005 Acting Branch Manager, Financial Service Manager, Products Manager & Sales Manager

While working with Prospera Credit Union I worked on some special projects such as the following:

Product knowledge training program for new staff and branches

New product offerings and implementation, such as Indexed Linked Term Deposits

Marketing leadership to improve brand image and knowledge. Responsible for the development of a Professional Image Program to have all the branches uniformed.

Competitive sale strategies and increased product line up

Richmond Savings Credit Union 1994-2000

Manager Customer Service 1995-2000

Financial Advisor 1994-1995

EDUCATION & PROFESSIONAL DEVELOPMENT

WorkPlace Mental Health & Safety Certificate 2020

QUEENS UNIVERSITY

Mutual Funds License 2011

THE INSTITUTE OF CANADIAN BANKERS

Compliance Officer License 1999

THE INSTITUTE OF CANADIAN BANKERS

In-House Courses:

Harvard Manage Mentor 2020

Dynamic Achievement 2015

CSI-Selling Skills for Service People 2007

360 Degree Leadership

ISI-Sales Management Forum (Becoming an Awesome Sales Coach) 1996

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