Briana James
Albany,IN
Summary
Operations professional with proven track record in optimizing processes and driving efficiency. Strong focus on team collaboration, strategic planning, and achieving measurable results. Adept at adapting to changing needs and leading cross-functional teams. Skilled in project management, process improvement, and resource allocation. Dependable and results-driven, known for enhancing operational performance.
Overview
8
8
years of professional experience
Work History
ITM Operations Manager
Financial Center First Credit Union
08.2024 - Current
- Oversaw daily ITM operations to ensure efficiency and compliance with safety standards.
- Implemented process improvements that enhanced workflow and reduced operational bottlenecks.
- Coordinated cross-departmental initiatives to streamline communication and project execution.
- Mentored junior staff, fostering skill development and enhancing team performance.
- Analyzed operational ITM/ATM data to identify trends, driving strategic decision-making processes.
- Developed training programs focused on best practices and operational excellence for employees and contracted vendors.
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Managed inventory and supply chain operations to achieve timely and accurate delivery of cash services.
- Ensured GL and accounts balanced.
- Processed ITM disputes accurately and efficiently, within regulatory guidelines.
- Oversaw facility maintenance, ensuring optimal functionality of equipment and infrastructure at all times.
- Facilitated smooth collaboration between departments through clear communication channels.
- Managed budgets effectively, consistently delivering projects on-time and within financial constraints.
- Developed and implemented strategies to maximize customer satisfaction.
- Developed strong relationships with vendors, resulting in better pricing and improved service quality.
Card Services Manager
Financial Center First Credit Union
10.2023 - Current
- Managed daily operations of card services, ensuring compliance with internal policies and regulations.
- Developed and implemented training programs for staff on card services procedures and best practices.
- Oversaw the deployment of new card technologies, enhancing user experience and operational efficiency.
- Collaborated with cross-functional teams to resolve complex issues related to card transactions and services.
- Monitored performance metrics to identify trends and drive continuous improvement initiatives within the department.
- Led strategic planning sessions to align card services objectives with overall organizational goals and member needs.
- Mentored junior staff, fostering a culture of learning and professional development within the card services team.
- Reduced fraud incidents by developing and enforcing strict security protocols for card transactions.
- Mentored junior staff on regulatory guidelines for processing fraud and merchant disputes.
- Conducted regular performance evaluations for staff members, providing constructive feedback that inspired professional development.
- Monitored industry trends and updated company practices accordingly, maintaining a competitive edge in the market.
- Developed comprehensive training programs for new hires, improving their skills and knowledge in the field of card services management.
- Achieved regulatory compliance by diligently following relevant guidelines and keeping up-to-date on industry legislation changes.
- Managed a high-performing team of card services representatives, ensuring consistent delivery of exceptional service to customers.
- Established clear communication channels within the team, fostering a collaborative work environment that encouraged knowledge sharing.
- Ensured timely resolution of escalated customer issues, fostering trust between clients and the organization''s brand reputation in the marketplace.
- Oversaw successful system migrations, minimizing downtime and ensuring smooth transitions for both customers and employees.
- Increased card usage among clients by designing attractive reward programs and incentives.
- Recommended products and services to meet customers' credit card and banking needs.
Cash Vault & ATM Manager
1st Source Bank
07.2021 - 10.2023
- Oversee daily cash vault operations for 4 vaults (1 onsite and 3 virtual), cash logistics with armored car services and ATM management
- Prepares growth projections for financial accounting; Cash forecasting, modeling and analysis for 80+ branches and 100+ ATMs
- Vault, ATM and employee audits
- ATM Management 100+ ATMs: Balancing, Cash forecasting, project proposals and management, installations, software upgrades, product upgrades, removals, marketing and signage and campaigns
- Invoice reconciliation for contracted vendors
- Analyzes and proposes annual department budgets totals
- Major Expenditure Proposals; new branch builds, branch remodels and ATMs
- Cross sell Cash Vault Services with internal departments for business customers
- Process and verify cash and check deposits for 80+ branches, ATMs and business customers
- Relationship management with the Federal Reserve Bank
Cards and Payments Analyst
1st Source Bank
01.2018 - 01.2021
- Analyze payments division monthly/quarterly performance for Senior Management
- Prepares monthly reporting for retail banking
- Quarterly portfolio audit for Mastercard and Visa
- Reconciles vendor invoices
- Understands all applicable laws and regulations that apply to the position and complies with requirements
- Prepares growth projections for financial accounting; Cash forecasting, modeling and analysis for 80+ branches and 100+ ATMs
- ATM Management 100+ ATMs: Balancing, Cash forecasting, project proposals and management, installations, software upgrades, product upgrades, removals, marketing and signage and campaigns
Education
Masters - Business Administration
Bethel University
01.2023
Bachelors - Business Management
Calumet College of St. Joseph
01.2016
Skills
- Problem-solving
- Team leadership
- Operations management
- Customer service
- Decision-making
- Planning and implementation
- Staff training
- Staff management
- Inventory management
- Management
- Project management
- Operations oversight
- Policies and procedures implementation
- Staff development
- Workflow optimization
- Project leadership
Timeline
ITM Operations Manager
Financial Center First Credit Union
08.2024 - Current
Card Services Manager
Financial Center First Credit Union
10.2023 - Current
Cash Vault & ATM Manager
1st Source Bank
07.2021 - 10.2023
Cards and Payments Analyst
1st Source Bank
01.2018 - 01.2021
Bachelors - Business Management
Calumet College of St. Joseph
Masters - Business Administration
Bethel University
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