Compliance & Operations

She is the most dependable team player, cheerful, and has a good judgment and mature outlook. She ensures of logical and practical approach to all her endeavors. Stephanie has always displayed a high degree of integrity, responsibility, and ambition.Ó

--SHERRI DONALDSON, LOAN OFFICER NCCU

QUALIFICATIONS PROFILE

Multifaceted, dynamic and conscientious senior executive, equipped with more than 20 years of

Business Management, Sales and Customer Service experience. Possess stellar reputation in

implementing effective strategies and plans to optimize operational efficiency, increase sales and

improve staff performance. Excels at leading and motivating teams to deliver the highest quality and

integrity products and services. Accustomed to working and establishing win-win relationships with

diverse level of individuals to provide innovative business solutions and ensure utmost satisfaction.

Highly capable to multitask in a fast-paced, fiercely competitive environment.

AREAS OF EXPERTISE

- Business Management and Development

- Sales Strategies and Action Plans

- Compliance and Procedure Auditing

- Project Management and Operations

- Marketing Campaigns and Promotions

- Outstanding Customer / Public Relations

- Continuous Process / Performance Improvement

- Budgetary Planning and Control

- Superior Interpersonal and Presentation Skills

- Product Positioning and Brand Awareness

- Leadership, Training and Team Building

- Organized with Strong Analytical Abilities

- Conflict Resolution and Decision Making

- Articulate Oral and Written Communication

CAREER HIGHLIGHTS

- Worked hand-in-hand with the local policeÕs Financial Crimes Unit to create new procedures, develop staff skills and update security systems, which resulted in the successful reduction of fraud.

- Successfully directed the implementation of two credit union branch offices and played an integral part of the Planning Committee for a third branch.

- Appointed to establish and implement organizational policies beyond the scope of authority of department heads, including lending exceptions authority.

- Significantly reduced grievances during tenure as COO and improved departmental cooperation.

- Improved external audit reports by researching, designing and implementing financial compliance programs that insured adherence to federal and state credit union safety and soundness regulations.

- Conceptualized and implemented compliance, audit, security and fraud reduction procedures, which decreased fraud. Numerous cases were prosecuted in court, including a 2009 elder abuse case.

- Created a computerized training manual with ongoing evaluation and improvements in policies and procedures for the credit union.

- Initiated the development of Bank Secrecy Act Policy and was assigned as BSA compliance officer.

- Forged positive working attitude to foster team unity and improved procedures that resulted in record high credit union membership and loan volume.

- Expanded the number of account holders and improved member security without increasing costs, by streamlining the checking account program.

- Formulated tracking programs for member service, marketing, compliance, audit, and fraud reduction thereby, elevating security and eliminating errors.

- Increased business profits every year by effectively managing three greenhouses with 15,000 square feet of growing and retail space at JonesÕ Greenhouse.

- Organized and coordinated successful events and meetings for DMSCU and NCCU.

SUMMARY OF EXPERIENCE

BUSINESS MANAGEMENT AND OPERATIONS

- Played a key role as member of the management negotiation team, participating in union negotiations and providing assistance in grievance resolution.

- Facilitated staff training sessions to develop their competencies on credit union regulations, safety and robbery, customer service and compliance.

- Spearheaded 20 member service representatives / personal bankers and developed new annual performance reviews to measure efficiency and productivity.

- Reviewed operational records and reports of departments and branches to measure goal achievement and to determine areas for program improvement.

- Administered organization's financial activities to fund operations, maximize investments while maintaining that all projects are completed under time and budget constraints.

- Participated in numerous credit union committees, including Asset Liability Management, Technology, Branch Planning, Annual Planning, Product Development and Disaster Recovery.

OFFICE ADMINISTRATION AND RELATIONSHIP BUILDING

- Built and cultivated long-term quality relationships with senior executives, insurance companies and hospital / clinic billing departments as well as with clients and employees.

- Regularly interacted with clients and company representatives regarding product updates to ensure proper insurance coverage and utmost customer satisfaction.

- Provided high-level administrative support and performed clerical functions, such as receiving visitors, maintaining records / reports / insurance applications / contracts / medical claims, controlling inventory and ordering.

- Responded to requests for product information through mail and telephone correspondence.

SALES AND MARKETING OPTIMIZATION

- Designed and created innovative product marketing strategies and sales campaigns, including web site, video presentations, radio, television and print promotions.

- Responsible for writing articles for newsletters and producing copy of brochures.

- Conducted sales forecasting and strategic planning to ensure sale and profitability of products while analyzing business developments and monitoring market trends.

- Created a favorable public image and increased corporate brand visibility by organizing presentations, exhibits along with question and answer sessions

EMPLOYMENT HISTORY

CHIEF OPERATIONS OFFICER, Northern Communities Credit Union, Duluth, MN

1999-2008

MARKETING SPECIALIST, Duluth Medical Services Credit Union, Duluth, MN

1997-1999

PROPRIETOR, Jones Greenhouse, Duluth, MN

1989-1994

LICENSED INSURANCE AGENT / EXECUTIVE ASSISTANT, Allen and Associates, Duluth, MN

1988-1991

LICENSED INSURANCE AGENT / EXECUTIVE ASSISTANT, Otis-Magie Insurance Agency, Duluth, MN

1985-1988

EDUCATION

BACHELOR'S DEGREE IN ACCOUNTING, Western Governors University: 2008-2009

BACHELOR'S DEGREE IN BUSINESS ADMINISTRATION, University of Minnesota-Duluth,

Duluth, MN: 1995

CERTIFICATIONS

Certified Credit Union Executive: April 2002 (Re-certified: 2008)

Certified Financial Management Specialist: April 2008

Certified Financial Services Professional: November 2007 (Re-certified: 2008)

Certified Lending Specialist: April 2002 (Re-certified: 2008)

TECHNICAL PROFICIENCY

Microsoft Office Suite: Word and Excel, QuattroPro, WordPerfect presentations,

data entry, Internet search, e-mail, specialized accounting, credit union and insurance industry

programs

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