Summary
Overview
Work History
Education
Skills
Languages
Accomplishments
Timeline
Lisa Silva

Lisa Silva

Naugatuck,CT

Summary

Well-grounded Operations Manager with experience successfully optimizing control systems and building solid teams to meet business needs and achieve demanding targets. Stellar interpersonal and operations oversight skills. Experience in developing successful programs to improve profitability. Seeking new position with exciting challenges where great skills will be valued.

Overview

26
26
years of professional experience

Work History

Director, Consumer Loan Operations

Webster Bank
Southington, CT
01.2022 - Current
  • Established operational guidelines and identified opportunities for improvement.
  • Worked with management team to develop operational goals aligned with business strategy.
  • Set goals and expectations for direct reports using performance review process, holding staff accountable.
  • Assessed and evaluated business procedures and implemented structure to improve day-to-day operations.
  • Analyzed data across variety of sources to identify trends, patterns and areas of opportunity.
  • Communicated clear and consistent messages regarding departmental goals to produce desired results.
  • Developed and maintained client relationships to grow business and improve account retention.
  • Assessed reports and adjusted workflows to realign with targets.
  • Enhanced customer service and satisfaction through policy and procedural changes.
  • Contributed to organizational strategic direction to improve products and services.
  • Oversaw personnel by commending or initiating promotions, transfers and disciplinary measures.
  • Reviewed site and department performance to improve quality of services and comply with regulatory requirements.
  • Delegated work to staff, setting priorities and goals.
  • Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
  • Used strong issue resolution and communication skills to cultivate and strengthen lasting client relationships.
  • Monitored progress by establishing plans, budgets and measuring results.
  • Reviewed financial statements and sales or activity reports to measure productivity or goal achievement.
  • Coordinated and directed activities of businesses or departments concerning production, pricing and sales.
  • Mitigated business risks by working closely with staff members and assessing performance.

VP, Manager Transaction Support

Webster Bank
Southington, CT
09.2021 - Current
  • Managed all aspects of loan operations to ensure streamline loan application process and deliver quality loans to credit risk underwriting.
  • Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
  • Juggled multiple projects and tasks to ensure high quality and timely delivery.
  • Demonstrated self-reliance by meeting and exceeding workflow needs.
  • Led banking tasks, business administration and financial decision-making to ensure first-class client services.
  • Established budgets and strategic business plans for daily operations.
  • Evaluated historical, current and forecast data to determine opportunities for development and enhancement.
  • Directed day-to-day operations by spearheading implementation of short-term and long-term strategies to achieve business plan and profitability goals.
  • Conducted performance reviews providing coaching and feedback to benefit both company and employee.
  • Implemented policies and standard operating procedures and managed quality, customer service and logistics.
  • Delivered positive customer experiences by implementing effective quality assurance practices.
  • Collaborated with staff to maximize customer satisfaction, streamline procedures and improve bottom-line profitability.
  • Planned daily operational strategies, including delivery routing, team workflows and promotional initiatives.
  • Maintained safety and emergency readiness among personnel by disseminating information on and monitoring compliance with regulatory and organizational policies.
  • Improved morale and management communication by creating employee recognition and rewards practices.
  • Recruited, hired and trained crew members on application of projects, customer relations and customer service.
  • Developed initiatives for process improvement and reviewed and assessed ongoing operations.
  • Built upon established practice standards to improve operational performance and reduce labor costs.
  • Aided senior leadership during executive decision-making process by generating daily reports to recommend corrective actions and improvements.
  • Established organizational vision and developed strategies to achieve sales and customer service goals.
  • Conferred with subordinate managers each day to assess needs and optimize activities.
  • Cultivated and strengthened relationships with customers, vendors and internal stakeholders.
  • Drove solutions to predominant operations issues by identifying areas of deficiency and performing root-cause analysis.
  • Enhanced development and drove continuous improvement of project delivery process by providing strong program leadership.
  • Modified and reconstructed project plans to better align with organizational objectives.

VP, Manager Transaction Business & Consumer

Webster Bank
Southington, CT
01.2021 - 08.2021

VP, Operations Manager Transaction Support

Webster Bank
Southington, CT
09.2018 - 12.2019

VP, Consumer Operations Manager

Webster Bank
Southington, CT
01.2016 - 08.2018

VP, Consumer Finance Liaison Manager

Webster Bank
Southington, CT
01.2013 - 08.2016

VP, Processing & Closing Team Manager

Webster Bank
Southington, CT
04.2006 - 03.2011

Baking Center Manager

Wachovia Bank
Danbury, CT
12.2004 - 04.2006

Merchandising Manager

JCPenney
Waterbury, Connecticut
07.1997 - 12.2004

Education

Associate of Science - Merchandising And Marketing

Post University, Middlebury, CT
05.1992

Skills

  • Workforce Management
  • Customer relations
  • Project management
  • Banking Operations
  • Performance monitoring and evaluation
  • Business growth and marketing strategies
  • Mergers and Acquisitions
  • Process Optimization/Improvements
  • Training and mentoring
  • Project and vendor oversight
  • Certified Notary Public
  • Analytical Thinking
  • Trends Analysis
  • Documentation and Reporting
  • Relationship Building
  • Contract Negotiation
  • Verbal and Written Communication
  • Attention to Detail
  • Special Projects
  • Team Leadership
  • Problem Resolution
  • Operations Oversight
  • Resource Allocation
  • Cost Reduction
  • Staff Development
  • Decision Making
  • Process Improvements
  • Policy Development and Enforcement
  • Problem Anticipation and Resolution
  • Originality and Creativity
  • Focus and Follow-Through
  • Friendly, Positive Attitude
  • Critical Thinking
  • Six Sigma Green Belt

Languages

English
Native/ Bilingual
Portuguese
Full Professional
Spanish
Limited

Accomplishments

  • Earned “Employee of the Year Award” for process improvement initiatives.
  • Managed major office relocation.
  • Realized cost savings through diligent sourcing and securing new vendor contract for credit, title and appraisals.
  • Promoted to multiple positions in over 17 years within the same organization due to successful process improvement and implementation skills.
  • Improved process through elimination of repetitive and time-consuming steps while maintaining data quality and integrity.
  • Certified Notary Public
  • Six Sigma Green Belt Certified

Timeline

Director, Consumer Loan Operations - Webster Bank
01.2022 - Current
VP, Manager Transaction Support - Webster Bank
09.2021 - Current
VP, Manager Transaction Business & Consumer - Webster Bank
01.2021 - 08.2021
VP, Operations Manager Transaction Support - Webster Bank
09.2018 - 12.2019
VP, Consumer Operations Manager - Webster Bank
01.2016 - 08.2018
VP, Consumer Finance Liaison Manager - Webster Bank
01.2013 - 08.2016
VP, Processing & Closing Team Manager - Webster Bank
04.2006 - 03.2011
Baking Center Manager - Wachovia Bank
12.2004 - 04.2006
Merchandising Manager - JCPenney
07.1997 - 12.2004
Post University - Associate of Science, Merchandising And Marketing

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Lisa Silva