Branch Manager Call Center

Lindsay Shively

**************@*****.*** 352-***-****

Ocala, FL

Results-driven Financial Branch Manager with a strong track record of leading high-performing teams in fast-paced, regulated environments. Skilled in operational efficiency, strategic planning, and driving revenue growth within the financial services sector. Over 12 years of experience ensuring compliance with internal policies and state/federal regulations, coaching and developing staff, and delivering exceptional customer experiences that strengthen client relationships and business outcomes.

SKILLS

Top Sales Producer

Proficient in multi-location management

Program Testing and Implementation

Customer Service and Problem Solving

Team Mentoring and Training

Experience in achieving sales targets

Compliance: BSA, AML, OFAC, CIP

NMLS Licensed

Notary Public

EXPERIENCE

Video Call Center Senior Manager Insight Credit Union 01/2021- Present

Spearheaded the launch of a hybrid phone/video support team across multiple locations, enhancing member accessibility and service quality.

Managed both remote and in-person teams with a strong focus on quality assurance, productivity metrics, and service consistency.

Trained, scheduled, and coached staff; conducted monthly and annual performance evaluations to support employee development and retention.

Led system upgrade testing and facilitated staff training on new digital tools, platforms, and operational procedures.

Performed quality control on deposit and loan packets to ensure compliance with internal policies, NCUA regulations, and state/federal laws.

Built and expanded the membership base through strategic outreach initiatives, local business partnerships, and community engagement.

Collaborated with cross-functional teams in IT, compliance, and marketing to streamline operations and enhance member experience.

Utilized data analytics to identify trends, improve service delivery, and support business decisions.

Oversaw call center reporting, workflow optimization, and staffing models to meet SLAs and performance benchmarks.

Led initiatives to improve digital adoption among members, including online banking, mobile app usage, and video consultations.

Consistently exceeded goals set by senior management

o2022 – Loans – 115% of set goal achieved. Look to Book – 66%

o2023 – Loans – 187 % of set goal achieved

o2024 – Member Service Level 198 % of set goal achieved

Senior Branch Manager Insight Credit Union 07/2020-01/2021

Directed all branch operations, reporting, audits, and staff performance reviews.

Coached teams to exceed goals and maintain high customer service standards.

Performed quality control on account and loan packets to ensure compliance.

Conducted outreach to expand member base and foster community relationships.

Supported implementation of new banking systems and digital tools, training staff and assisting members with adoption.

Collaborated with upper management to meet operational goals and deliver targeted sales and service outcomes.

Consistently exceeded goals set by senior management

o2020 – Loans – 186% of set goal achieved.

o2021 – Loans - 121% of set goal achieved.

Assistant Branch Manager Insight Credit Union 07/2016-07/2020

Supported daily branch operations and coached frontline staff for continuous performance improvement and service excellence.

Trained, scheduled, and mentored team members; conducted monthly and annual performance evaluations to drive accountability and development.

Ensured compliance with internal policies, regulatory requirements, and audit standards through regular quality control and procedural reviews.

Conducted proactive community outreach and local business engagement to grow membership and increase brand visibility.

Assisted with loan origination, account services, and resolution of escalated member issues to maintain satisfaction and retention.

Supported implementation of new banking systems and digital tools, training staff and assisting members with adoption.

Collaborated with upper management to meet operational goals and deliver targeted sales and service outcomes.

Branch Supervisor Insight Credit Union 09/2014-07/2016

Oversaw all aspects of branch operations, including reporting, audits, cash handling, compliance monitoring, and team leadership.

Conducted staff performance reviews, coaching sessions, and skills development to meet individual and team goals.

Led by example in achieving sales and service benchmarks, consistently exceeding performance expectations.

Initiated outreach efforts to expand the member base, strengthen local partnerships, and support financial literacy programs.

Identified operational bottlenecks and implemented solutions to enhance efficiency, reduce errors, and improve profitability.

Resolved complex member concerns with professionalism, resulting in high customer satisfaction and long-term loyalty.

Managed daily opening and closing procedures, branch security, and reconciliation processes.

Assisted with training on financial products, regulatory updates, and system enhancements.

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