Alicia Lansdown
West,TX
Summary
Highly motivated and driven banking professional with 10+ years management experience and more than 3 years Treasury Management experience. Proven successful project manager with great communication skills. Professional, reliable, and friendly, with exceptional customer service abilities. Able to work with little oversight and collaborate in team environments. Always maintain strict adherence to deadlines.
Overview
14
14
years of professional experience
Work History
Senior Vice President Treasury Support
American Bank, NA
02.2020 - Current
- Enhanced company performance by implementing new treasury products, restructuring several electronic banking departments for increased efficiency, optimizing resources and improving communication between departments.
- Developed and maintain ACH processes including risk analysis, daily exposure monitoring and identifying customers who would benefit from ACH processing.
- Spearheaded conversion efforts to ensure a smooth transition for customers.
- Serve as a point of contact for commercial customers utilizing treasury management services including Merchant Capture, ACH, Wires, Positive Pay, iPay and Merchant Services
- Strengthened relationships between lending staff, operations and treasury to foster trust, communication and collaboration across the organization.
Vice President of Customer Care
American Bank Of Waco
02.2018 - 02.2020
- Launched a new call center by conducting comprehensive market research and tailoring our customer experience based on several needs analyses.
- Acted as the project manager for our newly acquired ITM fleet which included construction planning, network design and implementation.
- Developed a training program for incoming team members.
- Spearheaded a complete overhaul in the way of customer experience by restructuring and streamlining customer service needs into one expert level group for an enhanced customer experience.
- Negotiated contracts including but not limited to telecommunication contracts, online banking contracts, cash management and ITM software and maintenance.
Retail Operations Officer
American Bank Of Waco
10.2016 - 02.2018
- Supervised, directed and evaluated assigned staff members and newly hired frontline staff.
- Fostered a culture of continuous improvement by encouraging staff to identify areas of opportunity and propose solutions.
- Maintained branch regulation requirements acting as the branch Security Officer
- Created and implemented quality training programs, enhancing employee skill sets and contributing to professional development efforts.
- Utilized data-driven decision-making techniques to create a cash utilization method that would maximize the bank's resources.
- Created guidelines and procedures for all frontline staff to create a consistency across branches to help enhance a cohesive culture.
Community Development
American Bank Of Waco
10.2014 - 10.2016
- Developed new client relationships by actively engaging with potential customers and highlighting the benefits of American Bank while also managing existing relationships to understand product needs in the community.
- Collaborated with lenders to improve overall banking experience and ensure customers are able to conduct business in a way that's most convenient for them.
- Utilized cross-selling techniques to introduce customers to complementary products, increasing average transaction size.
Branch Manager
Wells Fargo
04.2010 - 10.2014
- Developed a high-performing team through staff development, consistent coaching and cross training.
- Improved customer satisfaction ratings by enhancing service quality and resolving client issues promptly using the WOW implementation strategies provided by corporate leadership.
- Acted as the branch security officer, compliance officer and led sales initiatives and product knowledge training and development.
- Became the only Manager in the North Texas district to receive a Diamond Level "WOW" Customer Service Award Based on a consecutive perfect Customer Surveys.
Education
Bachelor of Science - Political Science
Texas Tech University
Lubbock, TX12.2006
High School Diploma -
Robert E. Lee High School
Midland, TX05.2002
Skills
- Product Management
- Strategic Leadership
- Partnership Development
- Policies and Procedures
- Operational Excellence
- Corporate Communications
- Customer Support
- Customer Relationship Management
- Process Improvement-Especially between 3rd party applications
- Project Management
- Proficient across suite of Microsoft products
- Proficent in Adobe
Timeline
Senior Vice President Treasury Support
American Bank, NA
02.2020 - Current
Vice President of Customer Care
American Bank Of Waco
02.2018 - 02.2020
Retail Operations Officer
American Bank Of Waco
10.2016 - 02.2018
Community Development
American Bank Of Waco
10.2014 - 10.2016
Branch Manager
Wells Fargo
04.2010 - 10.2014
Bachelor of Science - Political Science
Texas Tech University
High School Diploma -
Robert E. Lee High School
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