Adrienne Hilbert
New London,WI
Summary
Results-driven Universal Banker skilled in cash management, regulatory compliance, and relationship building. Proven ability to enhance client satisfaction and mentor team members for career growth.
Overview
27
27
years of professional experience
Work History
Universl Banker 1
Nicolet National Bank
Neenah, WI
08.2025 - Current
- Managed client relationships to enhance customer satisfaction and retention.
- Analyzed financial data to provide tailored banking solutions for diverse clientele.
- Developed and implemented strategies to improve operational efficiency in branch processes.
- Developed and maintained strong customer relationships, providing exceptional service and advice.
- Maintained strict compliance with all banking regulations, ensuring a secure and trustworthy environment for clients.
- Delivered exceptional customer service, addressing concerns promptly and professionally to ensure client satisfaction.
- Strengthened customer relationships through attentive service and prompt resolution of inquiries.
- Investigated customer inquiries and resolved discrepancies in helpful and timely manner.
- Mentored junior bankers, enhancing their skills in customer service and financial analysis for career progression.
- Conducted research to answer questions and handle issues using multiple systems and resources.
- Started branch team scheduling in January 2026
- Became a Teller Trainer at the end of February, early March 2026.
- Perform the weekly branch cleaning of cash counters, the coin machine, cash dispenser and other disinfecting throughout the lobby.
- Perform quarterly audits dually.
- Answer the phone politely and with cheer to help provide the customer with accurate answers or lead them to the appropriate employee to best help the customer.
- Taking monthly "Empower Hour" meetings to learn more about how to develop my career.
Manager in Charge
New London Lanes/Hilby's Sports Bar and Restaurant
New London, WI
06.1999 - 05.2025
- Oversaw daily operations, ensuring efficient service delivery and customer satisfaction.
- Managed staff scheduling to optimize workforce efficiency and meet peak demand periods.
- Developed training programs for new employees, enhancing team performance and retention rates.
- Implemented inventory management strategies to reduce waste and improve cost control measures.
- Monitored compliance with health and safety regulations, fostering a safe working environment for staff and patrons.
- Analyzed customer feedback to identify areas for improvement in service offerings and operational processes.
- Cultivated relationships with vendors to negotiate favorable terms and enhance product quality offered to customers.
- Led cross-functional teams to streamline operations and successfully achieve organizational goals.
- Managed budgets effectively, reducing unnecessary expenses while maintaining high-quality resources for the team.
- Developed strong client relationships through consistent communication, resulting in increased customer satisfaction and repeat business.
- Oversaw hiring process, selecting top talent that contributed significantly to company growth and success.
- Managed risk effectively by establishing robust policies and procedures that mitigated potential issues before they escalated into larger problems affecting the business operations or reputation among clients.
- Maintained strong vendor relationships, negotiating favorable contracts that saved on costs without sacrificing quality or service levels.
- Evaluated hiring, firing, and promotions requests.
- Executed appropriate staffing and budgetary plans to align with business forecasts.
- Consolidated vendors and renegotiated contracts to optimize costs.
- Ordered new equipment and inventory and scheduled repairs for damaged equipment.
- Managed purchasing, sales, marketing and customer account operations efficiently.
- Interacted well with customers to build connections and nurture relationships.
- Monitored daily cash discrepancies, inventory shrinkage and drive-off.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Counted cash from tills and started each day with correct amount
- Entered invoices, paid bills, sent invoices out
- Gathered all information per employee for payroll
- Took care of all petty cash, gambling machine and pull-tab money
- Cooked in a high pace environment (included but not limited to prepping, cooking, made soups etc.)
- Weekly and monthly inventory of food, alcohol, miscellaneous equipment, etc.
- Bartended
- Waitressed
- Fixed machines if possible
Education
Bachelor of Arts - Journalism
Univertsity of Wisconsin Oshkosh
Oshkosh12-2012
Skills
- Customer service
- Cash handling
- Creative thinking
- Cash management
- Cross-selling expertise
- Goal planning
- Relationship building
- Customer Service-oriented
- Analytical thinking
- Team coaching and training
- Developing customer relationships
- Know your customer
- Money transfers
- Follow-up skills
- Teller experience
- Regulatory compliance
- Documentation skills
- Employee training assistance
- Branch operations
- Teller support
- Check cashing and withdrawals
- Developing work schedules
- Team collaboration
- Banking software proficiency
- Audit procedures
- Night and safe deposit procedures
- Closing procedures
Accomplishments
- After only 6 months of employment at Nicolet National Bank, I was asked to become a Teller Field Trainer. I developed a loose day-to-day training guide that focused on the most important transactions/duties of a Universal Banker. After presenting this to the other trainers during a monthly meeting, it was highly received by all. Our Learning and Development manager put it up on our employee portal for other trainers to access and use with their trainees. I asked that it be a file that each trainer could edit per trainee or to themselves. I was then nominated for a "High Five" company award and presented with an "Excellent Trainer" certificate from our L&D manager.
Timeline
Universl Banker 1
Nicolet National Bank
08.2025 - Current
Manager in Charge
New London Lanes/Hilby's Sports Bar and Restaurant
06.1999 - 05.2025
Bachelor of Arts - Journalism
Univertsity of Wisconsin Oshkosh