Ashley Massie
Powell,Ohio
Summary
Operations Manager with proven success in enhancing lending relationships through effective collaboration with originators and area leaders. Demonstrated ability to meet and exceed business targets while maintaining high levels of organization and attention to detail. Expertise in operational and management techniques driving continuous improvement and efficiency.
Overview
13
13
years of professional experience
Work History
Consumer Lending Operations Manager
Telhio Credit Union
Columbus, Ohio
01.2020 - Current
- Manage processing, collateral maintenance, and compliance for all non-real estate consumer lending.
- Support direct and indirect origination by leading knowledgeable staff for back-office operations.
- Conduct data validation to ensure accuracy across lending products and services.
- Maintain equitable products through strategic vendor relationship management.
- Implement new products to enhance service offerings and efficiency through projects and process improvement.
Contact Center Supervisor
Telhio Credit Union
Columbus, Ohio
06.2017 - 01.2020
- Led a team of approximately 15 call center agents across multiple locations.
- Managed over 170,000 annual calls and produced hundreds of products monthly.
- Conducted daily call monitoring and coaching to enhance agent performance.
- Tracked employee production daily through vendor reports for accurate performance evaluation.
- Calculated individual incentives monthly based on productivity metrics.
- Completed annual performance evaluations for all contact center employees, promoting growth and development.
- Facilitated training sessions to improve skills and service quality among agents.
- Ensured consistent adherence to operational standards and customer service excellence.
Lending Consultant Team Lead
Telhio Credit Union
Columbus, Ohio
06.2015 - 06.2017
- Originated consumer and equity loans while managing timecards, production metrics, incentives, and schedules.
- Served as SME and Trainer for Lending Department, enhancing team stability at Telhio.
- Assisted teammates with escalated member issues, collaborating with management on second reviews.
- Joined conversion team in 2016 to leverage extensive product knowledge within lending department.
- Gained leadership experience through active participation in department initiatives and training programs.
Lending Consultant
Telhio Credit Union
Grove City, Ohio
11.2013 - 06.2015
- Led retail staff to enhance confidence in selling Telhio loan products.
- Consistently exceeded monthly goals, boosting loan presence in branch.
- Sold ancillary products, including payment protection, GAP, and MRC.
- Provided prompt, accurate loan results while assisting teammates as needed.
MSRIII
Telhio Credit Union
06.2013 - 11.2013
- Maintained responsibilities of MSRII while achieving additional goals and increased loan volume.
- Accelerated loan production, identifying potential for advancement to Lending Consultant.
- Focused on consistency and comprehensive knowledge of all Telhio products during MSRIII tenure.
MSRII
Telhio Credit Union
02.2013 - 06.2013
- Processed high volumes of cash transactions daily on the teller line.
- Delivered personal and professional service to members during branch visits.
- Facilitated training for newly hired employees through job shadowing opportunities.
- Assisted new members by qualifying for membership and establishing accounts.
Service Agent
Telhio Credit Union
06.2012 - 02.2013
- Engaged with members daily to address account inquiries and provide support.
- Cross-sold products and services while referring members to loan departments as needed.
- Processed payments efficiently and completed account transfers without delays.
- Collaborated closely with teammates to meet and exceed departmental goals consistently.
Education
Bachelors of Science - Business Administration
Ohio Dominican University
Columbus, Ohio07.2010
Skills
- Life and health insurance licensing
- NMLS certification
- Vendor management
- Process improvement
- Project leadership
- Team development
- Operational effectiveness
- Data analysis
- Communication skills
- Time management
Volunteer Experience
- Ronald McDonald Dig it for the House
- Latina Festival
- Food Truck Festival
- Reynoldsburg Tomato Festival
- Telhio Fair Day
Timeline
Consumer Lending Operations Manager
Telhio Credit Union
01.2020 - Current
Contact Center Supervisor
Telhio Credit Union
06.2017 - 01.2020
Lending Consultant Team Lead
Telhio Credit Union
06.2015 - 06.2017
Lending Consultant
Telhio Credit Union
11.2013 - 06.2015
MSRIII
Telhio Credit Union
06.2013 - 11.2013
MSRII
Telhio Credit Union
02.2013 - 06.2013
Service Agent
Telhio Credit Union
06.2012 - 02.2013
Bachelors of Science - Business Administration
Ohio Dominican University
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