Barbara Swanner
Kissimmee
Summary
Results-driven professional with multi-industry experience across the U.S. and Brazil, specializing in branch management, customer service, sales, leadership development, procurement, social media strategy, PR, and loan consulting. Proven ability to transform operations and drive growth—promoted 3 times in 4 years and successfully turned a non-profiting office into a top-performing branch in under six months.
Strong background in team leadership, goal achievement, process improvement, budgeting, forecasting, purchasing, and vendor management. Skilled in lead generation, sales strategy, product demonstrations, problem-solving, and identifying areas for operational improvement. Experienced in branding, image creation, photo editing, creative layouts, influencer partnerships, and digital campaigns with a record of increasing engagement and follower growth.
Recognized as a 5× Employee of the Month, known for being collaborative, adaptable, and highly organized. Excellent communicator with expertise in strategic messaging, public perception management, and relationship building. Dedicated to exceeding performance targets, enhancing customer experience, and executing high-impact strategies that deliver measurable results.
Overview
16
16
years of professional experience
Work History
Senior Branch Manager
Lendmark Financial Services
07.2024 - Current
- Led branch operations, ensuring compliance with regulatory standards and company policies.
- Developed and implemented strategic initiatives to enhance customer satisfaction and retention.
- Mentored and trained staff, fostering a culture of continuous improvement and professional development.
- Analyzed financial reports to identify trends, optimize resources, and maximize profitability.
- Established performance metrics, driving accountability and enhancing team productivity across the branch.
- Cultivated relationships with key stakeholders, enhancing community engagement and business partnerships.
- Oversaw risk management strategies, minimizing potential losses while maintaining operational integrity.
- Managed daily operations while maintaining a high level of efficiency, productivity, and customer service.
- Streamlined workflow processes to increase operational efficiency without compromising on service quality or delivery speed.
- Ensured regulatory compliance by keeping abreast of industry developments, updating policies as necessary, and conducting regular audits.
- Boosted employee morale through effective communication, recognition initiatives, and opportunities for career development.
- Fostered a culture of continuous improvement by encouraging staff feedback and incorporating suggestions into operational enhancements.
- Hired and trained new team members.
Branch Manager
Lendmark Financial Services
12.2023 - 07.2024
- Oversaw daily branch operations, ensuring compliance with company policies and regulatory standards.
- Led team in achieving sales goals through targeted training and performance management initiatives.
- Developed and implemented customer service strategies to enhance client satisfaction and retention rates.
- Analyzed financial reports to identify trends and inform strategic decision-making for branch growth.
- Manage and motivate staff to meet goals and objectives relating to branch profitability, loan volume, credit quality, delinquency and expense.
- Make loan decisions up to established lending limits, close consumer loans, and collect accounts in more critical stages of delinquency while ensuring adherence to state and federal guidelines.
- Actively pursue business development relationships within his/her community. Sell products and services to meet sales goals.
- Manage matters regarding hiring, staffing, training, performance reviews and terminations as applicable. Establish lending authority for associates.
- Ensure a high quality of client service. Assist clients with the implementation of solutions, and monitor overall client satisfaction.
- All other duties as assigned.
Branch Manager Trainee
Lendmark Financial Services
04.2023 - 12.2023
- Assisted in managing daily branch operations, ensuring compliance with company policies and procedures.
- Developed and implemented customer service strategies to enhance client satisfaction and retention.
- Trained staff on financial products and services, fostering a knowledgeable team environment.
- Monitored branch performance metrics, identifying areas for improvement and driving operational efficiency.
- Collaborated with senior management in strategic planning initiatives to achieve organizational goals.
- Submitted loan applications to underwriter for verification and recommendation.
- Developed strategic plans for day-to-day financial operations.
- Prepared cash flow projections, cost analysis and monthly, quarterly and annual reports.
- Prepared internal and regulatory financial reports, balance sheets and income statements.
- Developed managing and leadership skills.
Loan Consultant
Lendmark Financial Services
12.2021 - 04.2023
- Gathered and documented client financial information and application details meeting lending requirements and accurately representing client status.
- Prequalified borrowers based on credit criteria and offered debt counseling and financial education to clients and potential clients to help attain loan qualification.
- Built relationships with clients and used knowledge of consumer marketplace, products and finance to fully understand clients' personal plans and introduced suitable loan services.
- Recommended loan terms, conditions and collateral position consistent with client request and associated loan risks and set clear and realistic expectations with clients.
- Identified opportunities for new and improved products, services and processes to enable highest levels of customer service, loan production, quality and competitiveness.
- Managed communication between client and lending institution, explained refinancing options and insurance protection products and verified complete data on-hand to fund loans.
- Analyzed potential marketing opportunities to develop future business prospects and build pipelines and supported offsite and outbound promotions and sales campaigns.
- Analyzed applicants' financial status, credit and property evaluations to determine feasibility of granting loans.
- Executed loan origination process and ordered credit reports, appraisals and preliminary title reports.
- Educated customers on variety of loan products and available credit options to promote valuable decision-making.
- Performed daily maintenance of loan applicant database.
- Tracked and managed new leads and followed up on referral business.
- Reviewed loan agreements to confirm completeness and accuracy.
- Developed and maintained knowledge of available loan products, processing procedures and underwriting and general departmental guidelines.
- Answered customer inquiries involving rates, products and loan application status to facilitate quality customer service.
- Recommended loan approvals and denials based on customer loan application reviews.
- Approved loan within specified limits or referred to appropriate approval level.
- Collected past due loans, keeping credit and collateral exceptions within policy ranges.
- Submitted loan applications to underwriter for verification and recommendations.
- Notified customers of delinquent accounts with attempt to collect outstanding amounts.
- Processed payments over phone and set up recurring drafts.
- Received payment and posted to appropriate customer accounts.
- Arranged for debt repayment and established repayment schedule based on customer finances.
Administrative Assistant/Social Media Manager
CrossLife Formiga - Brazil
05.2019 - 11.2019
- Developed and implemented strategic social media marketing plans.
- Directed social media and digital marketing strategy and initiatives to promote brand building, guest retention and revenue-focused activities.
- Aligned visual design and brand messaging elements to deliver consistency across digital advertising and marketing platforms.
- Analyzed market data to determine and target key audience or segments.
- Supported sales process by engaging appropriately when responding to online audience inquires and posted comments.
- Built and maintained corporate image, brand and identity.
- Organized and maintained filing and document management systems by coordinating, archiving and purging files.
- Developed administrative processes to achieve organizational objectives and improve office efficiency.
- Handled management of communication to executives by taking and making telephone calls, reviewing and prioritizing mail and composing and typing correspondence.
- Updated details in company database by keying in customer contacts and delivery dates.
- Coordinated project materials by managing physical and digital files, monitoring spreadsheets and updating reports.
- Helped finance staff coordinate budget preparation, review and approval and mastered key accounting principles.
- Completed administrative tasks for staff, such as making copies, proofing documents and distributing mail.
- Performed administrative and office duties by handling phone and email correspondence, ordering materials and bookkeeping.
Purchaser
CONSTRUTORA PAGANO - Construction
05.2017 - 05.2019
- Verified receipt of items by comparing items ordered to items received.
- Purchased the highest quality products for the lowest possible price.
- Tracked shipments to ensure delivery on time and in excellent condition.
- Reviewed and organized records of items that were purchased and any costs relating to purchases.
- Negotiated with vendors and suppliers and administered contracts.
- Worked with operation managers to develop consistent service levels across all locations.
- Prepared, coordinated and communicated price quotes, terms of sale, delivery dates and service obligations to customers and contractors.
- Connected with store managers and product suppliers to orchestrate efficient inventory movements.
- Analyzed competitive prices, products and market-related information.
- Sourced new vendors for purchasing needs.
- Worked with shipment companies to manage distribution.
- Conducted market research to determine appropriate pricing.
- Prepared financial reports to include sales, profit margin and expenses.
- Supervised financial strategies and managed inventory while identifying cost-effective vendors and suppliers.
Purchase Assistant
CONSTRUPAB - Construction
12.2014 - 12.2016
- Input inventory cost data into database to support material acquisition decision-making.
- Reviewed internal purchases to maintain alignment with company policy.
- Researched and selected new vendors to diversify inventory.
- Resolved problems related to vendor shipping issues.
- Communicated with suppliers regarding order confirmation and status.
- Analyzed open purchase order reports and communicated information to buyers and vendors.
- Processed customer invoices and documented information for payments.
- Handled all tasks for vendor accounts, including receiving inventory, pricing agreements and internal inventory management.
- Processed and created documents for purchase orders and change orders.
- Decreased sourcing costs through negotiation and demand management.
- Reduced cost of sourcing projects by 50% average through market mitigation, demand management and negotiations.
- Sought out and evaluated vendors, negotiated prices and completed contracts.
- Work with both new and existing suppliers on all types of RFXs.
- Negotiated optimal product and service rates and terms to align with corporate budget.
- Received and reviewed department supply requisitions and placed appropriate orders based on need and available funds.
- Collaborated with management to assess materials needs and look for improved options to better meet changing demands.
- Negotiated preferred terms and conditions for company to achieve significant savings.
Student Services Secretary
Practical teaching nucleus/UNIVERSITY OF RIBEIRAO
08.2013 - 08.2014
- Scheduled appointments for management teams and maintained updated calendar using UNAERP system.
- Managed new files and retrieval requests quickly, which improved filing process and accuracy by 100%.
- Communicated with vendors to place and receive orders, request maintenance services and deliver instruction on behalf of office management.
- Responded to requests for immediate office support, such as data searches, office memo drafts or reference retrievals.
- Conducted research using various media sources to obtain relevant data for staff requirements.
- Assisted production and distribution of memos, newsletters, email updates and other forms of communication.
- Automated office operations, as well as managed client correspondence, record tracking and data communications.
- Assistance to students with possible wrong grades.
- Assistance with task correction and reviews directed to teachers.
- Assistance with the university library.
Clothing Store Manager
VISUAL BOUTIQUE
01.2011 - 01.2012
- Processed sales transactions using POS system and returned receipts and payment cards to customers.
- Transferred and received liquidated merchandise from outside vendors.
- Achieved personal and store sales goals with sound customer service and sales protocol.
- Implemented store visual standards with proper product placement and advertisement displays.
- Recovered clothing items from fitting rooms and returned to specified department areas.
- Restocked office supplies daily and troubleshot problems with equipment to keep operations on-track.
- Performed stock processing by filling and stocking floor racks and backstock racks.
- Ticketed items with pricing and markdowns and restocked sales floor according to merchandising plan.
- Facilitated positive guest experiences by promptly locating desired items for customers.
- Reviewed inventory and sales records, tracked trends and reported on activities to senior management for use in key decision making.
- Counted and balanced registers.
- Responded to customer inquiries and delivered appropriate information after carefully researching issues.
- Maintained safe, organized store by keeping aisles free of merchandise and boxes.
Registrar
CIVIL REGISTRY OFFICE OF PAINS -MG (Brazil)
02.2010 - 12.2010
- Answered phone with positive attitude and asked questions to better understand customer needs.
- Developed administrative processes to achieve organizational objectives and improve office efficiency.
- Entered invoice data into company database and updated details, including customer contacts and delivery dates to keep information current.
- Communicated information to customers about product quality, value and style.
- Processed payments and updated balances and customer totals.
- Managed high-volume of inbound and outbound customer calls.
- Investigated and solved routine, complex and long-standing customer issues each day.
- Evaluated customer account information to assess current issues and determine potential solutions.
- Returned all routine and general customer calls in good time.
- Documented conversations with customers to track requests, problems and solutions.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Proofread documents carefully to check accuracy and completeness of all paperwork.
- Collected, evaluated and stored documents securely in permanent records.
- Answered questions and fulfilled requests with friendly and knowledgeable service.
- Assessed methods of payment for services, initiated processing and made referrals to specialists for financial options.
- Provided customer service support and advice on regulations and requirements regarding various registration programs.
- Birth, marriage and death certificates.
Education
Bachelor of Science - Foreign Trade And International Relations
University Of Ribeirão Preto
Ribeirão Preto, SP07.2017
Skills
- Ability to build relationships
- Ability to work with public and costumers
- Account management
- Collections proficiency
- Data entry documentation
- Energetic
- Excellent communicator
- Knowledge of Microsoft Windows, Excel and Word Applications
- Marketing initiatives
- Native Brazilian Portuguese speaker
- Online engagement
- Organization and efficiency
- Persistence to reach goals
- Pricing structures
- Problem solver
- Purchasing negotiation
- Reliable and trustworthy
- Social media knowledge
- Strategic marketing
- Strong interpersonal skills
- Strong knowledge of supply chain theory
- Strong negotiation talents
- Supply chain management
- Supply ordering
- Vendor relations skills
- knowledge of loan process
- Operations management
- Staff development
- Branch operations management
- Excellent work ethic
- Customer service
- Strong team-builder
- Attention to detail
- Goals and performance
- Coaching and mentoring
Accomplishments
- Repeatedly received recognition from superiors for excellence in service.
- Implemented new quality assurance procedures to maximize customer satisfaction and loyalty.
- Increased monthly revenue 65% through implementation of strategic initiatives.
- Improved company ranking from 321 position to 19.
Languages
English
Native or Bilingual
Spanish
Elementary
Portuguese
Native or Bilingual
Timeline
Senior Branch Manager
Lendmark Financial Services
07.2024 - Current
Branch Manager
Lendmark Financial Services
12.2023 - 07.2024
Branch Manager Trainee
Lendmark Financial Services
04.2023 - 12.2023
Loan Consultant
Lendmark Financial Services
12.2021 - 04.2023
Administrative Assistant/Social Media Manager
CrossLife Formiga - Brazil
05.2019 - 11.2019
Purchaser
CONSTRUTORA PAGANO - Construction
05.2017 - 05.2019
Purchase Assistant
CONSTRUPAB - Construction
12.2014 - 12.2016
Student Services Secretary
Practical teaching nucleus/UNIVERSITY OF RIBEIRAO
08.2013 - 08.2014
Clothing Store Manager
VISUAL BOUTIQUE
01.2011 - 01.2012
Registrar
CIVIL REGISTRY OFFICE OF PAINS -MG (Brazil)
02.2010 - 12.2010
Bachelor of Science - Foreign Trade And International Relations
University Of Ribeirão Preto