Banking Operations & Customer Experience Professional

Heather McDaniel

Arab, Alabama Authorized to work in the U.S. Available immediately

Professional Summary

Results-driven banking and financial services professional with 4+ years of experience in retail banking operations, customer experience, internal audits, and account management. Known for reliability, strong communication, and the ability to take on expanded responsibilities in fast-paced environments. Holds a Bachelor’s degree in Business Administration with a concentration in Finance and Human Resources. Seeking a stable, long-term role where strong organizational, analytical, and customer service skills can add value.

Professional Experience

Teller

First National Bank of Omaha (FNBO) – Windsor, CO

December 2024 – May 2025 - Delivered high-quality customer service while processing deposits, withdrawals, and payments accurately - Maintained compliance with banking regulations and internal controls - Balanced cash drawer daily and resolved discrepancies efficiently - Supported branch operations during peak customer volume

Customer Experience Representative

Platte Valley Companies – Greeley, CO

May 2023 – August 2023 - Served as a primary point of contact for customers, resolving inquiries with professionalism and efficiency - Maintained accurate records and data entry across internal systems - Supported cross-functional teams to enhance customer satisfaction Assistant Branch Manager

Bank of Estes Park – Niwot, CO

June 2018 – February 2023 - Progressed from teller responsibilities to Assistant Branch Manager within a small-town community bank - Provided full-service account support including deposits, loan payments, withdrawals, cashier’s checks, and debit/ATM card management - Monitored daily ACH activity exceeding

$2,500 and managed NSF items - Conducted daily teller balancing and prepared monthly and quarterly audit reports for the Board of Directors - Interviewed and onboarded new customers for personal and commercial accounts (checking, savings, money market, CDs) - Maintained accurate account documentation and ensured regulatory compliance - Performed teller cash audits, performance audits, online banking audits, and supported internal controls - Assisted operations with manual chargebacks, unposted items, and general ledger reconciliations - Supported a full bank renovation and rollout of new products and services, including mobile banking, P2P payments, and mobile deposit - Created marketing materials such as digital ads, website content, flyers, posters, and newspaper advertisements IT Support Technician (Contract)

Computer Task Group (CTG) – Boulder, CO

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January 2018 – May 2018 - Provided technical support for enterprise clients including United Launch Alliance, AECOM, Raytheon, and Morgan Stanley - Applied customer service best practices to IT support to improve user experience - Troubleshot Windows and macOS issues for end users Innkeeper

Niwot Inn & Spa – Niwot, CO

May 2016 – June 2017 - Managed multiple responsibilities in a fast-paced hospitality environment - Delivered exceptional guest service while maintaining operational standards - Collaborated effectively with diverse teams and maintained strong work ethic

Education

Bachelor of Business Administration – Finance & Human Resources Regis University – Denver, CO

August 2019 – May 2024

Management Basics Certificate

Front Range Community College – Westminster, CO

December 2018

Associate of Arts – Business

Front Range Community College – Westminster, CO

August 2015 – December 2018

Certifications & Licenses

Certified Notary Public (October 2020 – October 2024) Valid Driver’s License

Core Skills

Banking Operations & Financial Services

Cash Handling & Teller Operations

Internal Audits & Compliance

ACH & Debit/Credit Processing

Fraud Prevention & Detection

Customer Service & Client Relations

Account Opening & Maintenance

Microsoft Office (Word, Outlook, PowerPoint)

Windows & macOS Support

Data Entry & Record Management

Administrative & Office Operations

Time Management & Communication

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Professional Profile

LinkedIn: https://www.linkedin.com/in/heather-baldwin-8b6122a5/ 3

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