Operations & Customer Experience Sales Leader

TINA BURNS

OPERATIONS CUSTOMER EXPERIENCE SALES & PERFORMANCE LEADERSHIP

Haltom City, TX 76137 817-***-**** **********@*****.*** EXECUTIVE PROFILE

Financial-services and operations leader with 20 years of progressive banking experience, including 17 years in management. Senior Branch Manager and Assistant Vice President with a record of leading high-volume operations, developing talent, strengthening customer experience, and driving sales and lending performance. Trusted to influence results beyond direct reporting lines through regional initiatives, coaching, performance communication, recognition, and accountability. Brings practical frontline leadership and measurable execution to fractional and project-based engagements. CORE EXPERTISE

Operations Leadership • Customer Experience • Talent Development • Sales Performance • Consumer Lending • Relationship Management • Process Improvement • KPI Management • Coaching & Accountability • Cross-Selling Strategy • Customer Escalations • Regulatory Compliance

SELECTED LEADERSHIP & BUSINESS IMPACT

• Regional Leadership & Talent Development — Selected to lead a multi-branch regional insurance initiative, coaching and influencing leaders and frontline employees outside of direct reporting relationships through performance communication, recognition, sales coaching, and accountability.

• Regional Performance Impact — Helped drive a record 29 insurance policies in August, surpassing the previous regional record of 22, while strengthening team capability around referrals, quoting, cross-selling, and customer conversations.

• Sales & Lending Performance — Funded 16 auto loans YTD by September 2026, including a branch-record 5 funded auto loans in March; historically averaged approximately 15 auto loans annually versus a company expectation of 4.

• Recognition & Revenue — Eagle Award recipient for exemplary company performance; previously led the bank with more than $860,000 in annual sales.

PROFESSIONAL EXPERIENCE

FIRST CONVENIENCE BANK Texas 2006–Present

Senior Branch Manager / Assistant Vice President North Richland Hills 2009–Present

• Lead high-volume branch operations spanning customer experience, consumer lending, sales, account servicing, compliance, staffing, performance management, and daily operational execution.

• Translate organizational goals into frontline action through KPI tracking, coaching, accountability, process discipline, and hands-on customer and employee support.

• Develop employees and emerging leaders through coaching, feedback, performance planning, recognition, and consistent expectations while sustaining service and regulatory standards.

• Resolve complex customer and operational issues, maintain accurate documentation, protect confidential information, and deliver relationship-focused financial solutions.

• Contribute beyond the individual branch through regional initiatives focused on talent development, referrals, conversion, sales execution, and performance improvement.

Career Progression: Assistant Branch Manager, Mineral Wells (2007–2009) • Branch Supervisor, Weatherford (2006–2007) • Personal Banker, Weatherford (2006)

EDUCATION

Weatherford College Weatherford, TX Business Administration coursework, 2002–2004

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