Annie Nguyen
Redmond
Summary
Professional with extensive experience in operational analysis and team leadership at First Tech Federal Credit Union. Achieved a 15% increase in productivity through strategic training initiatives. Demonstrated expertise in regulatory compliance and client relations, optimizing processes and enhancing service delivery in high-volume environments.
Overview
7
7
years of professional experience
Work History
Assistant Branch Manager
First Tech Federal Credit Union
Redmond
06.2021 - Current
- Spearhead day to day operations of a high volume financial branch, driving improvements in service delivery, compliance, and internal controls.
- Supervise and mentor a team of 6 staffs, implementing performance development plans that resulted in a 15% increase in team productivity.
- Review document of financial data and KPIs to identify opportunities, operational gaps and execute strategies that streamline processes and improve efficiency.
- Manage complex escalations and high-risk transactions, ensuring resolution in alignment with regulatory standards and company policy.
- Partner with senior leadership on strategic initiatives to enhance branch profitability and optimize customer experience.
- Mainly monitored daily operations, organized excellent operational documents ready for audit.
Senior Member Service Representative
First Tech Federal Credit Union
Redmond
03.2020 - 06.2021
- Delivered advanced support in lending, account management, and digital banking services while upholding rigorous compliance standards.
- Acted as a liaison between frontline staff and management to support operational goals and workflow improvements.
- Led new employee onboarding and training sessions, reducing ramp-up time by 25%.
- Supported internal audits and contributed to the standardization of service procedures.
Member Service Representative
First Tech Federal Credit Union
Redmond
08.2018 - 03.2020
- Processed daily financial transactions, account openings, and loan applications while ensuring accuracy and adherence to policy.
- Cultivated strong member relationships through proactive communication and personalized service, contributing to customer retention and branch growth.
- Assisted in branch operations reporting and cash balancing procedures.
Education
BBA - Human Resource Management
Troy University
Troy, AL01-2017
Skills
- Operational Analysis & Reporting
- Process Optimization
- Team Leadership & Training
- Strategic Planning
- Operations Audits
- Regulatory Compliance
- Client Relations & Service Excellence
- MS Excel
- Outlook
- Team building
Accomplishments
- 2019-2021 region top best performance
- 2021-2024 consistent got low risk score from internal audit
Timeline
Assistant Branch Manager
First Tech Federal Credit Union
06.2021 - Current
Senior Member Service Representative
First Tech Federal Credit Union
03.2020 - 06.2021
Member Service Representative
First Tech Federal Credit Union
08.2018 - 03.2020
BBA - Human Resource Management
Troy University