Gloria V. Lawson

adxstn@r.postjobfree.com • 248-***-****

www.linkedin.com/pub/gloria-lawson/74/271/455/

Qualification Summary

Sales, service and operational professional with more than 20 years of experience in the financial industry.

Proficiencies in branch/operations management, business development, process improvement, auditing, regulatory compliance, financial analysis and team leadership. Knowledgeable of the SAP accounting system.

Core Competencies

Branch/Operations Management

Policy/Procedure/Regulations

Regulatory Compliance

Program Management

Process Improvement

Auditing

Sales/Business Development

Client Sales/Service Solutions

Call Center Management

Territory Management

Quality Assurance

Vendor Relationships

Coaching/Training/Mentoring

Collaborative Relationships

Financial Analysis

SAP Accounting System

Education /Professional/Civic

Bachelor of Science Business Administration in Accounting - Barber-Scotia College

Professional/Civic

Board of Director Visiting Nurses - Wayne State University

Volunteer Mentor-Judge June Blackwell-Hatcher of Probate, Wayne County

Board of Director YMCA - Clark Street Branch, Southwest Detroit

Chamber of Commerce - Dearborn Heights, MI

President Trustee Board- Oakland Avenue Missionary Baptist Church-Detroit, MI

Trustee Board -New Prospect Baptist Church- Detroit, MI

Delta Sigma Theta Sorority

Professional Experience

Retired Jan 2017

Substitute Teacher

School District 6-Spartanburg,SC 2018- Feb-current

School District 50 -Greenwood,SC 2017- Mar-Nov

PARDA Federal Credit Union, Greenwood, SC Jan 2016-Jan 2017

Branch Manager

Responsible for maintaining and growing memberships, loan balances, and other delivery systems.

Managed the branch operations; focused on key performance elements including internal/external sales and service, operational efficiencies, and regulatory compliance.

Coached and developed staff, conducted performance appraisals, and implemented corrective action.

Managed staffing, training, budgetary controls, product education, goal setting

Wal-Mart, Stone Mountain, GA 2015- Dec 2015

Cashier/Customer Service/Accounting

Provide a quick and friendly checkout experience.

Delight the customer by providing assistance and processing transactions.

Complete daily balancing functions.

Balanced and reconciled the store’s cash registers

Lake Trust Credit Union (FKA Detroit Edison Credit Union), Lansing, MI 2008-Aug 2014

Manager, Member Service (2010-2014)

Directed operational support functions for 21 branches and Call Center supporting 156,000 members; leveraged extensive experience in the areas of operations, client service, internal audit, and compliance.

Supervised, coached staff of ten employees to consistently meet operational guidelines and branch, member service goals; conducted performance appraisals and implemented corrective actions.

Collaborated with branches and Member Service staff on auditing compliance, productivity, operational and compliance issues.

Key Achievements:

Co-Author, Voice of the Member complaint process. Established business unit’s service level agreements, standards to ensure member’s correspondences were addressed in a timely manner.

Generated annual savings of $13K by partnering with a check printing vendor to identify ways to reduce check printing ordering expenses. Trained staff on the proper check ordering process.

Achieved satisfactory audit rating as a result of implementing operational standards, documented procedures.

Processed an average of 6,000 inactive accounts on an annual basis. Automated the annual Dormant & Escheat process. Reduced productivity hours by 630 hours.

Co-created training process for administration of on-line accounts. Co-designed training scripts and sales training. Facilitated training and coaching for outbound sales & service teams.

Automated the Safe Deposit late payment notification, gaining operational efficiencies.

Blue Cross Blue Shield of Michigan, Southfield, MI:

Call Center Manager 2001-2002

Managed 2 supervisors, 20 employees. Provided support for Chrysler employees regarding health benefits.

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