Summary
Overview
Work History
Education
Skills
Timeline
OfficeManager

Laurie Defone

Summary

Proven leader with extensive experience in office and bank management, notably at Citizens Bank, where I spearheaded operational improvements and team development. Expert in customer relations and organizational skills, I significantly enhanced client satisfaction and operational efficiency. My approach blends strategic policy implementation with fostering strong relationships, driving both growth and compliance.

Overview

27
27
years of professional experience

Work History

Office Manager

Hidden Pet Fence
03.2021 - Current
  • Handled sensitive information with discretion, maintaining confidentiality of company documents and personnel records.
  • Provided exceptional customer service when addressing client inquiries or concerns via phone calls or email correspondence.
  • Maintained accurate financial records by reconciling accounts payable/receivable transactions regularly to ensure balanced budgets.
  • Oversaw office inventory activities by ordering and requisitions and stocking and shipment receiving.
  • Conducted regular inventory assessments of office supplies, ordering necessary items proactively to prevent stock shortages.

Bank Branch Manager

Citizens Bank
10.2013 - 07.2019
  • Managed daily branch operations for optimal efficiency and performance, resulting in improved customer experiences.
  • Led a team of banking professionals, providing regular coaching and development opportunities for career growth.
  • Maintained confidentiality of bank records and client information to prevent mishandling of data and potential breaches.
  • Fostered strong relationships with clients by addressing their needs promptly and providing personalized financial solutions.
  • Conducted regular audits of branch operations to maintain compliance with internal policies and external regulations.
  • Implemented risk management processes to identify potential risks, reducing losses and maintaining compliance with regulatory requirements.
  • Optimized staff productivity through effective scheduling, task delegation, and performance monitoring.
  • Interviewed and hired talented individuals with top-level strengths, improving organizational talent, and skill set.

Assistant Bank Manager

Citizens Bank
03.2007 - 10.2013
  • Managed daily branch activities for optimal performance, ensuring compliance with banking regulations.
  • Conducted regular audits to ensure adherence to internal policies and regulatory requirements, maintaining operational excellence.
  • Collaborated with bank manager and teller supervisor on scheduling, hiring decisions and monthly audits.
  • Contributed to the achievement of financial targets by effectively managing budgets and controlling expenses within the branch.
  • Assisted customers with banking transactions, identified and serviced customer needs and resolved issues.
  • Developed strong relationships with clients, providing exceptional service that retained their loyalty and trust.

Bank Customer Service Representative

Citizens Bank
03.2006 - 03.2007
  • Maintained high-level knowledge of bank policies, procedures, and regulations to ensure compliance in all transactions.
  • Addressed customer inquiries, requests and complaints with courtesy and professionalism.
  • Assisted customers with navigating bank systems, completing transactions and opening or closing accounts.
  • Collaborated with team members to achieve branch sales targets by promoting banking products and services.
  • Managed high volumes of daily calls while maintaining a professional demeanor under pressure.
  • Assessed client needs proactively during interactions, offering tailored solutions that aligned with their financial objectives.
  • Stayed current on banking products, services and regulations to continue delivering top-notch service and support.
  • Contributed to the growth of the bank''s customer base through effective cross-selling techniques and personalized service recommendations.

Bank Teller

Citizens Bank
03.2005 - 03.2006
  • Managed high-volume transactions during peak hours while maintaining attention to detail, ensuring seamless customer experience.
  • Balanced cash drawers accurately at the end of each shift, minimizing discrepancies in financial records.
  • Answered customer inquiries regarding account balances, transaction history, services charges, and interest rates.
  • Established trust with clients by maintaining confidentiality and protecting sensitive financial information.

Substitute Teacher

Greece Central School District
09.2001 - 03.2006
  • Followed classroom plans left by class teacher to continue student education and reinforce core concepts.
  • Upheld classroom routines to support student environments and maintain consistent schedules.
  • Developed strong rapport with students through consistent encouragement and support, fostering a positive learning atmosphere conducive to academic growth.
  • Repeatedly requested as substitute teacher by teachers based on excellent past referrals and trusted performance.

Childcare Center Director

Childtime Childcare
06.1998 - 09.2001
  • Coordinated special events such as holiday celebrations or parent-teacher conferences, fostering community engagement among families in the program.
  • Reduced staff turnover rate by cultivating a positive work environment through team-building activities and open communication channels.
  • Managed budgetary allocations effectively, minimizing unnecessary expenses while ensuring adequate resources for center operations.
  • Maintained accurate record-keeping systems to track student progress, attendance, health information, and other pertinent data efficiently.
  • Oversaw compliance with state licensing regulations, maintaining up-to-date knowledge of requirements and addressing any areas needing improvement promptly.

Education

Bachelor of Arts - Early Childhood Education, Secondary Mathematics

SUNY, Potsdam
Potsdam, NY
05-1991

Skills

  • Customer service
  • Office management
  • Organizational skills
  • Office administration
  • Customer relations
  • Scheduling and calendar management
  • Administrative support
  • Billing
  • Clear oral/written communication
  • Relationship building
  • Inventory control
  • Training and coaching
  • Policy implementation

Timeline

Office Manager

Hidden Pet Fence
03.2021 - Current

Bank Branch Manager

Citizens Bank
10.2013 - 07.2019

Assistant Bank Manager

Citizens Bank
03.2007 - 10.2013

Bank Customer Service Representative

Citizens Bank
03.2006 - 03.2007

Bank Teller

Citizens Bank
03.2005 - 03.2006

Substitute Teacher

Greece Central School District
09.2001 - 03.2006

Childcare Center Director

Childtime Childcare
06.1998 - 09.2001

Bachelor of Arts - Early Childhood Education, Secondary Mathematics

SUNY, Potsdam

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