Detail-Oriented Administrative & Data-Entry Specialist
Resume:
M Attila
Morgan
Monterey Park, CA *****
******@************.***
PROFESSIONAL SUMMARY
To join a team where my service quality standards, measurement, business development/sales, community involvement, and leadership skills may be utilized in an environment at an organization that has a focus on maintaining and growing their business using basic sales/service principles and has a desire to make a positive difference in the communities it serves. I’m a results driven team leader with the ability to recognize talent, coach and develop staff. Skilled at supporting organizational wide goals through sales/service management with the ability to multi-task and work within all levels of an organization. Experienced in special event planning (Seminars, Conferences, Workshops, Fundraisers & Community events). I’ve been recognized for leading team to achieve and maintain 98% or better internal/external service performance scores. EXPERIENCE
Licensed Financial Services Professional
Self-Employed – South Pasadena, CA
08/2018 to present
Ensures the financial security of clients by assessing their current and retirement financial needs, providing advice, and making the approp riate recommendations based on their needs. Follows written risk and compliance policies, standards, and procedures for business activities. Stays current on existing and new products and services. Evaluates insurance needs for new & existing clients to match them with the appropriate insurance product. Conducts financial literacy workshops for schools, churches, community groups, and small employers. Community Engagement & PR Manager
Nuvision Credit Union - Huntington Beach, CA
(E1 Financial CU merged into Nuvision)
10/2009 – 07/2018
Develop/implement community & PR strategies, policies, and programs necessary to support company growth, business goals and strengthen member/consumer relations in the local communities served. Build/manage PR relationships and represent Credit Union in the community at events and with elected officials, key community leaders, partners, and media outlets.
Research, plan and execute outreach programs that support Youth and Military, including but not limited to Financial Education programs for high school students and the military. Works closely with representatives from non-profits within the community to assist with organizing fundraisers. Recruit, train, oversee and track hours of Community Engagement Volunteers. Responsible for writing Annual Community Plan, reviewing, and making revisions as needed on a quarterly basis. Works closely with marketing team to write quarterly Community Engagement Team Member communications Responsible for helping to create Social Media content and monitored member engagement. and create materials for community programs, special events and educational workshops/seminars/programs. Sales and Service Manager
E1 Financial Credit Union - Monterey Park, CA
(formerly Energy First Credit Union)
01/2006 – 10/2009
Worked closely with the senior management team to establish, monitor, and track organizational sales goals. Managed team of business development officers – generated sales leads – made cold calls (phone & in-person), tracked, measured, and coached BDO performance.
Developed and maintained relationships with core sponsor groups and within our communities through onsite meetings, employee orientation, written correspondence, and coordinated/maintained regular contact to help retain existing business and attract new business.
Executed sales incentive programs and campaigns for new business development within the branch network and tracked results.
During the time period of Dec 2008 – Oct 2009, lead branch and front-line sales staff to increase new membership sales by 12% and new loan sales by 27%.
Trained Branch Sales Management, front line, and back-office staff on organizational sales incentive program. Developed, implemented and responsible for overseeing service quality standards and levels throughout the organization through the Mystery Shop program, transactional surveys and by creating an internal member feedback tracking system titled “The Good, the Bad and the Ugly.” Worked with IT department to create and implement member feedback section on credit union website. Responded to questions and/or provided information to our membership regarding service issues. Coached and ensured that the appropriate management personnel followed up on service issues. Implemented internal and external suggestion box process throughout the organization. Maintained a high level of member service, continually focused on improvement in member service ratings and was able to address service issues before escalating to Sr. Management.
Created a School Branch Savings Program for twenty elementary and middle schools in the community. Managed business development budget/variances to support goals and ensure that expenses stay within budgetary guidelines and managed staff timesheet/payroll according to company policy. Call Center Manager 12/1997 – 01/2006
Energy First Credit Union – Los Angeles, CA
Selected, trained, managed, and coached Call Center staff of 20 - 30. Provided daily supervision of Call Center workflow and scheduling operation. Maintained thorough knowledge of phone system and assisted with the administration/monitoring of the system to ensure ACD applications are fully utilized for call volume and agent productivity. Established call, sales and service performance goals/standards and evaluated team development. Maintained detailed knowledge of Credit Union products/services. Ensured staff efforts are focused on achieving goals aligned with the credit union’s strategic objectives. Implemented sales tracking and incentive program in the Call Center that supported the Credit Union strategic objectives and goals and resulted in a higher member household product penetration. Implemented New Accounts and Loans over the phone processes to include the processing and underwriting of loan applications.
Performed call monitoring to ensure adherence to sales and service standards and provided coaching to staff. Recognized for receiving numerous Mystery Shop scores in the ninety-five percentile or better. Responsible for training/monitoring front line staff that provided financial services to our members in-person. Received the annual “Spirit Award” for exemplifying superb service, team playing skills and strong leadership abilities.
Managed staff timesheet/payroll according to company policy. EDUCATION & TRAINING
Woodbury University
Business Management
Credit Union National Association “CUNA” Management Enrichment Training Programs/Schools COMMUNITY SERVICE
Board Member – Inglewood Active Communities (Jan 2020 to present) A non-profit who partners with the Inglewood School District to support the district in promoting well-being through physical activities and healthy diets.
Program Director – Thematic Learning Organization (October 2020 to present) A non-profit who partners with organizations, school districts, and small companies to offer educational workshops to the community.
Co-Founder – My Next Chapter (April 2021 – present) A non-profit that equips former foster youth and youth from our community with the skills and knowledge they need to achieve financial stability and independence.
Management “Essentials” Development School
Sales and Service Institute
World Class Service for Executives Institute
Western Credit Union Management School
REFERENCES AVAILABLE UPON REQUEST
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