Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Generic

APRIL GILMORE

Jacksonville

Summary

Dynamic and member-focused professional with extensive experience at NFCU, excelling as a Sr MSR. Proven expertise in vault and ATM management, complemented by strong mentoring abilities. Recognized for achieving digital engagement targets and enhancing member experiences through quality assurance initiatives. A trusted partner committed to operational excellence and team development.

Overview

25
25
years of professional experience

Work History

<ul> <li>Operational Support - Serving as a trusted vault custodian to assist in branch operational support, such as opening, closing, balancing ATMs, cash management, branch differences, ATM claims, and assisting team leaders. Currently acting as the Workforce Management Liaison in the branch to produce schedules for the team.</li> <li>Mentoring - Assists in mentoring and coaching new and tenured team members in developing the necessary skills for the demands of NFCU's enterprise strategy. Current mentee to one tenured MSR and one untenured. Contributed to the training of five ATM/vault custodians.</li> <li>Trusted Partner - Meeting branch digital targets for new and existing members by assisting and educating members to leverage the benefits of ATM usage, digital products, and services penetration. Consistent top OneView user.</li> <li>Currently serving as a Quality Assurance Champion, working with branch leaders to help maintain focus on quality assurance as a critical and central aspect of each team member’s day-to-day function. Assists in quarterly quality control checks, and weekly internal audits.</li> <li>Change Agent - Subject Matter Expert for the Coconut Pilot. Currently participating in pilots for MORE and Business Solutions to provide critical feedback to help improve process and member experience.</li> <li>Member-centric universal MSR who consistently receives high marks and positive comments from BES.</li> </ul>

NFCU, Avenues Jacksonville, AVW
Jacksonville
07.2021 - Current
  • Operational Support - Serving as a trusted vault custodian to assist in branch operational support, such as opening, closing, balancing ATMs, cash management, branch differences, ATM claims, and assisting team leaders. Currently acting as the Workforce Management Liaison in the branch to produce schedules for the team.
  • Mentoring - Assists in mentoring and coaching new and tenured team members in developing the necessary skills for the demands of NFCU's enterprise strategy. Current mentee to one tenured MSR and one untenured. Contributed to the training of five ATM/vault custodians.
  • Trusted Partner - Meeting branch digital targets for new and existing members by assisting and educating members to leverage the benefits of ATM usage, digital products, and services penetration. Consistent top OneView user.
  • Currently serving as a Quality Assurance Champion, working with branch leaders to help maintain focus on quality assurance as a critical and central aspect of each team member’s day-to-day function. Assists in quarterly quality control checks, and weekly internal audits.
  • Change Agent - Subject Matter Expert for the Coconut Pilot. Currently participating in pilots for MORE and Business Solutions to provide critical feedback to help improve process and member experience.
  • Member-centric universal MSR who consistently receives high marks and positive comments from BES.

MSR III

NFCU, Avenues Jacksonville, AVW
Jacksonville
10.2017 - 07.2021

FL

NFCU, Regency, RSQ
Jacksonville
06.2017 - 10.2017

NC

NFCU, Piney Green, PGN
Jacksonville
04.2016 - 06.2017

NC

NFCU, Western Blvd, JNC
Jacksonville
02.2005 - 05.2005

GA

NFCU, MCB Albany, ALB
Albany
01.2004 - 02.2005

Okinawa Japan

NFCU, Futenma Base, FUT
12.2000 - 04.2002

Education

Bachelor of Science - Management Studies

Adelphi, MD
Adelphi, MD
05.2012

Skills

  • Signature Guarantee
  • IRA Specialist (former)
  • Business Specialist (former)
  • Signature Guarantee
  • IRA Specialist (former)
  • Business Specialist (former)

Accomplishments

  • Sustained Superior Performance 2021
  • Certificate of Recognition - In recognition of Superior Achievement and your valuable contribution to the implementation of the Payroll Protection Program 2021
  • Winner of an Employee Voice Submission regarding Drive Thru Polices/Procedures 2018

Timeline

<ul> <li>Operational Support - Serving as a trusted vault custodian to assist in branch operational support, such as opening, closing, balancing ATMs, cash management, branch differences, ATM claims, and assisting team leaders. Currently acting as the Workforce Management Liaison in the branch to produce schedules for the team.</li> <li>Mentoring - Assists in mentoring and coaching new and tenured team members in developing the necessary skills for the demands of NFCU's enterprise strategy. Current mentee to one tenured MSR and one untenured. Contributed to the training of five ATM/vault custodians.</li> <li>Trusted Partner - Meeting branch digital targets for new and existing members by assisting and educating members to leverage the benefits of ATM usage, digital products, and services penetration. Consistent top OneView user.</li> <li>Currently serving as a Quality Assurance Champion, working with branch leaders to help maintain focus on quality assurance as a critical and central aspect of each team member’s day-to-day function. Assists in quarterly quality control checks, and weekly internal audits.</li> <li>Change Agent - Subject Matter Expert for the Coconut Pilot. Currently participating in pilots for MORE and Business Solutions to provide critical feedback to help improve process and member experience.</li> <li>Member-centric universal MSR who consistently receives high marks and positive comments from BES.</li> </ul>

NFCU, Avenues Jacksonville, AVW
07.2021 - Current

MSR III

NFCU, Avenues Jacksonville, AVW
10.2017 - 07.2021

FL

NFCU, Regency, RSQ
06.2017 - 10.2017

NC

NFCU, Piney Green, PGN
04.2016 - 06.2017

NC

NFCU, Western Blvd, JNC
02.2005 - 05.2005

GA

NFCU, MCB Albany, ALB
01.2004 - 02.2005

Okinawa Japan

NFCU, Futenma Base, FUT
12.2000 - 04.2002

Bachelor of Science - Management Studies

Adelphi, MD

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