Agnes R. Payadue
Jamaica,NY
Summary
Innovative/Goal Oriented/Forward Thinking/Problem Solver/Strategic Planner
Experienced leader with strong background in guiding teams, managing complex projects, and achieving strategic objectives. Excels in developing efficient processes, ensuring high standards, and aligning efforts with organizational goals. Known for collaborative approach and commitment to excellence with first hand experience dealing with mature individuals.
Overview
21
21
years of professional experience
Work History
Quality Control Officer
Dunton Consulting LLC
01.2021 - Current
- Identify and create customizable metrics needed to build a winning campaign.
- Develop scale to win programs that motivate canvassers to success.
- Analyze daily results with the campaign to determine pivot needs.
- Create budget objectives for salary and operational expenditures for up to 100 team members.
- Perform quality checks to ensure canvassers’ end product accurately represents the voters voice.
- Monitored activities and supporting systems within Van and Grassroots settings to check compliance with all institutional and regulatory requirements
Vice President, RBO/Member Solutions
Municipal Credit Union
01.2014 - 01.2019
- Collaborated with senior management to develop strategic initiatives and long term goals.
- Evaluated hiring, firing, and promotions requests.
- Managed large-scale projects and introduced new systems, tools, and processes to achieve challenging objectives.
- Reduced the overall adjusted abandonment ratio from 21% to 9.2%.
- Managed a staff of up to 100 employees in a center that received an average of 1.2+ million calls and 25+ million IVR presses yearly.
- Devised and presented business plans and forecasts to board of directors.
- Developed and executed call improvement plan strategies, improved number of calls handled by 10%, and reduced incoming calls by 20%.
- Conducted performance evaluations, compensations and hiring to maintain appropriate staffing requirements.
- Metro New York’s largest credit union, with $2.7 billion in assets, 591,000 members, 22 branches.
- Implemented and developed operational standards, policies and procedures.
- Identified opportunities to improve business process flows and productivity.
Vice President, Retail Banking Operations
Municipal Credit Union
01.2008 - 01.2014
- Formulated and executed strategic initiatives to improve product offerings for all, including students and the unbanked..
- Managed and grew the branch network from 13 to 19 branches.
- Responsible for the overall cash management/personnel/audit responses for the branch network.
- Created the framework for the departmental procedural manual.
- Oversaw business-wide changes to modernize procedures and organization.
- Metro New York’s largest credit union, with $2.7 billion in assets, 591,000 members, 22 branches managing 325 employees.
- Demonstrated proficient leadership skills to motivate employees and build competent teams.
Vice President, Member Service Operations
Municipal Credit Union
01.2006 - 01.2008
- Oversaw business-wide changes to modernize procedures and organization.
- Managed large-scale projects and introduced new systems, tools, and processes to achieve challenging objectives.
Education
BBA - Business Administration and Management
Howard University
Skills
- Customer service
- Reporting
- Staff training
- Policy and procedure implementation
Timeline
Quality Control Officer
Dunton Consulting LLC
01.2021 - Current
Vice President, RBO/Member Solutions
Municipal Credit Union
01.2014 - 01.2019
Vice President, Retail Banking Operations
Municipal Credit Union
01.2008 - 01.2014
Vice President, Member Service Operations
Municipal Credit Union
01.2006 - 01.2008
BBA - Business Administration and Management
Howard University