Branch Manager | 25 + years' experience driving credit unions to success | Golf enthusiast

Burbank, California, United States Contact Info
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Western CUNA Management Sschool

About

25+ years’ experience driving credit union and banking organizations to success.

Dedicated and experienced banking professional with a history of success in bank operations, business development, member services, and client relations throughout credit union organizations. Expert in spearheading major performance projects aimed at increasing new accounts and loans as well as the profitability of the bank. Talent for identifying banking risks while adhering to strict governmental compliance rules. Proficient in loan management, lending portfolio administration, and disaster recovery plan planning.
Highlights of Expertise
• Operations & Development
• Client Relationship Building
• Performance Enhancement
• Consultative Sales & Service
• Compliance & Regulations • Financing Policies & Procedures
• Strategic Planning & Action Plans
• Account Delinquency Counseling
• Payment Negotiations
• Team Leadership & Training

Activity

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Experience

  • Technicolor Federal Credit Union Graphic

    Manager of Operations and Member Experience

    Technicolor Federal Credit Union

    - Present 2 years 4 months

    United States

  • Applied Behavior & Learning Enterprises Graphic

    Scheduler and Office Administrator

    Applied Behavior & Learning Enterprises

    - 3 years 10 months

    California, United States

  • Justice Federal Credit Union Graphic

    Branch Manager

    Justice Federal Credit Union

    - 7 years 8 months

    West Wilshire and San Diego Branches

    Supervised multiple branches throughout the region, concentrating on achieving goals and strategic objectives while maintaining high employee morale and member satisfaction ratings.

    Facilitated branch success through the day to day supervision, operational management, and issue mitigation for multiple branches. Developed operational improvement and business enhancement plans while overseeing employee performance and productivity. Analyzed branch practices and procedures to identify areas…

    Supervised multiple branches throughout the region, concentrating on achieving goals and strategic objectives while maintaining high employee morale and member satisfaction ratings.

    Facilitated branch success through the day to day supervision, operational management, and issue mitigation for multiple branches. Developed operational improvement and business enhancement plans while overseeing employee performance and productivity. Analyzed branch practices and procedures to identify areas to improve efficiency and member convenience. Created strategic action plans, performance measures, sales/service goals, and business development strategies. Oversaw all aspects of branch management, including training, new accounts, loan processing, and member services.
    • Increased loan volume by $335K+ while maintaining 100% YTD loan threshold for three years.
    • Enhanced branch membership and accounts by 80% each, resulting in 118 new members and 120 new accounts.
    • Spearheaded eight business development membership drives and grew memberships by 25%.
    • Restructured lending procedures resulting in a $3M+ increase in lending portfolio.
    • Eliminated possible $500K penalty and fine risk by adhering to BSA and OFAC compliance and regulation controls.
    • Mentored and led branch employees and leaders through every aspect of branch management, including hiring, training, goal setting, performance measurement, and business planning.

  • CU Consultant

    Beverly Hills City Employees Federal Credit Union

    - 8 months

  • Collector

    Arleta Learning Center Preschool

    - 1 year 6 months

    Analyzed collection strategies for client accounts to lower the occurrences of unpaid balances.

    Oversaw calling and logging of collections conversations and launched accounts receivables strategies designed to mitigate delinquent client accounts.
    • Curtailed delinquent ratio by 30% through dedicated account counseling strategies.
    • Enhanced organization profits by decreasing losses by 76% through payment negotiation tactics.

  • Branch Manager/Operations & Compliance Officer

    Glendale City Employees FCU

    - 5 years 5 months

    Organized and implemented department strategies for various departments in the organization aimed at improving productivity, profitability, employee morale, and member satisfaction ratings.

    Orchestrated goal setting and performance reviews while directing seven departments. Advised internal auditors and federal examiners throughout quarterly and annual audits. Managed all aspects of employee development, including training and onboarding of new employees.
    • Co-authored disaster…

    Organized and implemented department strategies for various departments in the organization aimed at improving productivity, profitability, employee morale, and member satisfaction ratings.

    Orchestrated goal setting and performance reviews while directing seven departments. Advised internal auditors and federal examiners throughout quarterly and annual audits. Managed all aspects of employee development, including training and onboarding of new employees.
    • Co-authored disaster recovery plan and implemented its development, implementation, launch, and training protocols.
    • Oversaw and developed usage of a $70K operational budget.
    • Mitigated risks by enhancing training and performance review protocols while addressing member issues, compliance problems, and lending and operational concerns.
    • Improved member satisfaction and experience by introducing strategies to reduce wait times from 20 minutes to 5 minutes.

  • Operations/Call Center Supervisor

    Burbank City Employees Federal Credit Union

    - 12 years

    Responsible for the supervision of daily operations. Scheduled, hired and administrated the Call Center, Support Services, Operations and Collections Departments.

    - Improved member service satisfaction by implementing new procedures that decreased member wait times from 20 to 5 minutes.

    - Reduced the Call Center hold times from 15 to 5 minutes or less by optimizing associate productivity.

    - Decreased home banking email response times from 48 hours to two hours or less…

    Responsible for the supervision of daily operations. Scheduled, hired and administrated the Call Center, Support Services, Operations and Collections Departments.

    - Improved member service satisfaction by implementing new procedures that decreased member wait times from 20 to 5 minutes.

    - Reduced the Call Center hold times from 15 to 5 minutes or less by optimizing associate productivity.

    - Decreased home banking email response times from 48 hours to two hours or less by determining the most commonly asked questions by preparing scripts.

Education

  • Western CUNA Management Sschool

    -

    - Present

  • Carpinteria High School

    High School Diploma

    Activities and Societies: Varsity Cheerleader, Track, Tennis, Softball, Dance Team, Drill Team, MECHA, Winter Royalty Queen, Drama Club

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