Branch Manager Customer Service

**** ******* *********, ******** *******, UNITED STATES, 20747

• ***********@*****.*** • 240-***-****

KEYANA SHIRLEY

PROFESSIONAL SUMMARY

Assistant Branch Manager with over 19 years of extensive expertise in financial services, specializing in customer engagement and compliance training. Proven track record in leadership development and team building, contributing to branch success through effective communication and training programs. Passionate about enhancing customer satisfaction and maintaining high standards of audit compliance and fraud prevention. EMPLOYMENT HISTORY

ASSISTANT BRANCH MANAGER Mar 2024 - Oct 2024

DC CREDIT UNION WASHINGTON

HEAD TELLER SUPERVISOR Jan 2005 - Mar 2024

DC CREDIT UNION WASHINGTON

Provided exceptional customer service by addressing inquiries, resolving issues, and promoting credit union products and services

Assisted customers in opening new accounts and guided them through the application process Educated customers on various financial products such as savings accounts, certificates of deposit (CDs), loans, and credit cards

Developed strong relationships with regular customers by providing personalized service based on their individual financial goals

Contributed to achieving branch sales targets by actively promoting credit union products through effective communication strategies

Served as a trusted resource for colleagues seeking guidance or clarification regarding policies or procedures Assisted in the training of new tellers, ensuring they were equipped with the necessary knowledge and skills for their roles Maintained a clean and organized work area, adhering to compliance standards and regulations Contributed to team success by actively participating in meetings, sharing ideas, and collaborating on process improvements Demonstrated strong attention to detail when processing transactions to minimize errors Managed confidential customer information with utmost professionalism and maintained strict confidentiality protocols Supported team dynamics by fostering an inclusive environment, enhancing collaboration and morale within the branch. Implemented new customer service protocols, leading to noticeable improvements in member satisfaction and retention rates.

Analyzed branch performance metrics to identify trends, enabling targeted strategies that improved operational efficiency. Maintained accurate records of transactions and compliance checks, ensuring adherence to regulatory standards and minimizing errors.

Streamlined account opening procedures, significantly enhancing customer onboarding speed and overall member experience.

Analyzed customer feedback and performance metrics, leading to targeted strategies that improved service delivery and member retention.

Mentored new tellers, equipping them with essential skills and knowledge, which boosted team confidence and service quality.

Educated customers on financial products, fostering informed decision-making and strengthening product adoption. Managed a team of tellers, providing guidance and support to ensure efficient and accurate transaction processing Oversaw daily operations of the teller line, ensuring adherence to bank policies and procedures Implemented new cash handling procedures that reduced errors by XX% and improved overall teller performance Maintained a high level of customer service by resolving complex issues and addressing customer complaints promptly Developed training programs for new hires, resulting in a decrease in onboarding time Performed regular audits to verify cash balances and identify discrepancies, resulting in improved accuracy Assisted customers with account inquiries, transactions, and problem resolution in a professional manner Trained tellers on fraud prevention techniques to minimize risk exposure for the bank Monitored branch security measures to ensure compliance with safety protocols and prevent fraudulent activities Created reports on daily transactions, balancing figures accurately within specified timeframes TELLER Dec 2003 - Jan 2005

DC CREDIT UNION WASHINGTON

SKILLS

Leadership Development, Audit Compliance, Customer Engagement, Training Development, Fraud Prevention, Team Building, Time Management, Compliance Training, Customer Satisfaction, Conflict Resolution, Cash Management, Customer Education.

EDUCATION

DIPLOMA 1999

Suitland High School

REFERENCES

JOY SHADE 240-***-****); Deloris Spring-Penn 240-***-****); rosa cruz 202-***-****); tiffany starks 202-***-****). Developed strong relationships with customers through personalized interactions based on their financial needs Responsible for opening/closing the branch according to established guidelines Served as point person during internal/external audits ensuring all documentation was accurate & complete Developed and maintained a thorough understanding of bank products and services to effectively assist customers Assisted with training new tellers on policies, procedures, and systems Demonstrated strong leadership skills by providing guidance and support to the teller team Collaborated with branch manager to develop strategies for achieving sales targets Fostered a supportive environment through regular training sessions, boosting team performance and reducing errors in transactions.

Maintained accurate cash handling procedures, ensuring compliance with financial regulations and minimizing discrepancies. Completed transactions (deposits/withdrawals)Processed transactions accurately and efficiently, reducing wait times and improving overall branch productivity.

Maintained precise financial records and conducted daily reconciliations to ensure compliance with credit union standards. Identified and resolved discrepancies in member accounts, contributing to improved accuracy and trust in financial reporting.

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