Audrey Waldron
Newton
Summary
Insightful Manager with experience directing and improving security and operations through effective employee motivational strategies and strong policy enforcement. Proficient in implementing procedures and best practices, stay current with government and regulatory requirements of industry operations. Talented leader with analytical approach to business planning and day-to-day problem-solving.
Served on the Oak Island Parks and Recreation board for 3 years. Volunteered at the Wild Life Center, Interfaith Food Pantry, and supporter of the Market Street Mission, Morristown.
Overview
13
13
years of professional experience
Work History
Contact Center Manager
Picatinny Federal Credit Union
02.2011 - Current
- Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
- Trained team members on performance metrics and consumer behavior identification.
- Increased efficiency and productivity through effective staff training regarding customer service protocols and call resolution techniques.
- Executed Monthly Performance Plans with representatives to to identify production gaps.
- Developed process controls and metrics for daily management of call center.
- Trained new employees on proper protocols and customer service standards.
Consumer Loan Manager
Picatinny Federal Credit Union
02.2011 - 07.2023
- Evaluated and improved department policies, procedures and guidelines based on established external and internal regulations.
- Validate existing department management and reporting systems to assess quality and conformance, identify problems, needs and implement corrective actions.
- Performed routine closings, maintained clean, accurate and accessible records and kept close eye on transaction updates throughout each quarter.
- Cross-trained existing employees to maximize team performance.
- Evaluated employees' strengths and assigned tasks based upon experience and training.
- Developed strategies to reduced process inefficiency within department by 15% through training and coaching employees on paper reduction, efficiency best practices, procedures and performance.
- Created and release Lending Corner Newsletter on monthly basis.
- Identify and assess lending legal documentation
- Project participate in developing new lending origination system and new sales referral system.
- Currently represent department team lead for selection of a new core system.
- Procure and maintain vendor relationships
- I'm the primary consumer loan underwriter for the credit union.
Branch Manager
Picatinny Federal Credit Union
02.2011 - 02.2020
- Forecasted trends and recommended improvements based on financial risk analyses.
- Developed and implemented strategies to prevent and respond to security incidents.
- Implemented security policies and procedures to establish clear guidelines for operations and maintain quality standards.
- Complied with regulatory guidelines and requirements.
- Generated financial and operational reports to assist management with business strategy.
- Implemented service improvements to enhance sale cycle.
- Resolved various issues impacting sales management and business operations.
- Examined customer loan applications for loan approvals and denials.
- Gathered and reviewed customer feedback to improve operations.
- Interviewed and hired talented individuals with top-level strengths, improving organizational talent and skill set.
- Included in various teams to strategize and develop improvements within organizations culture.
- Loan underwriter
Education
Bachelor of Arts - Criminal Justice Administration
Thomas Edison State University
Trenton, NJParalegal -
Sussex County Community College
Newton, NJSkills
- Evaluating documents
- Analyzing data
- Negotiating
- Improving department procedures and efficiency
- Problem Anticipation and Resolution
- Proactive and Focused
- Excellent people skills
Timeline
Contact Center Manager
Picatinny Federal Credit Union
02.2011 - Current
Consumer Loan Manager
Picatinny Federal Credit Union
02.2011 - 07.2023
Branch Manager
Picatinny Federal Credit Union
02.2011 - 02.2020
Bachelor of Arts - Criminal Justice Administration
Thomas Edison State University
Paralegal -
Sussex County Community College
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