Brittany McMillon
Plainwell,MI
Summary
Motivated Bank Manager passionate about providing excellent customer service and exceeding expectations. Talented professional well-versed in service marketing and credit offerings. Inspires staff loyalty through strong leadership and communication skills.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Branch Manager
BlueOx Credit Union
04.2024 - Current
- Continuously monitored branch performance, taking corrective actions as needed to ensure objectives were met or exceeded.
- Maintained friendly and professional member interactions.
- Improved member satisfaction ratings by enhancing service quality and resolving issues promptly.
- Oversaw daily operations for streamlined efficiency
- Evaluated employee performance regularly through appraisals and feedback sessions to facilitate continuous development of skills and knowledge base within the team.
- Strengthened relationships with other branch managers & teams
- Managed branch financials including budgeting, and expense tracking for accurate reporting and decision-making support.
- Interviewed and hired talented individuals with top-level strengths, improving organizational talent, and skill set.
Member Service Representative
Lake Michigan Credit Union
06.2021 - 04.2024
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Provided exceptional service through active listening, understanding member needs, and offering appropriate solutions.
- Maintained high-quality service by adhering to company policies and standards in all member interactions.
- Assisted members with account management, including updating personal information and setting up automated payments.
- Handled complaints with prompt, courteous service to uphold professional reputation.
- Promoted a positive work environment by fostering open communication between colleagues and supervisors.
- Consistently met or exceeded performance metrics
- Contributed to branch sales goals by effectively cross-selling credit union products and services.
- Participated in community outreach events as a representative of the credit union, promoting its mission and values within the local area.
- Delivered prompt service to prioritize member needs.
- Developed highly empathetic relationships and earned reputation for exceeding service standard goals.
- Cross-trained and provided backup support for leadership.
Contact Center Representative
Advia Credit Union
04.2020 - 08.2021
- Provided exceptional customer service by actively listening to inquiries and offering personalized solutions.
- Participated in regular team meetings, sharing insights on common issues faced by customers for collective problem-solving efforts.
- Increased first call resolution rates by utilizing comprehensive product knowledge and problem-solving skills.
- Managed high call volume while remaining focused on delivering excellent cmember experiences.
- Demonstrated empathy towards customer concerns, fostering trust and rapport during interactions.
Lead Teller
Advia Credit Union
10.2017 - 04.2020
- Managed cash inventory, ensuring accurate balancing of the vault and individual teller drawers daily.
- Assisted in training new tellers to ensure a consistent level of excellent service across the team.
- Supported branch management in conducting audits, demonstrating attention to detail while verifying transactional records for accuracy.
- Mentored junior tellers, fostering professional growth and improved performance within the team.
- Provided exceptional customer service, resulting in increased loyalty among existing clients and referrals of new business opportunities from satisfied members.
- Replenished ATM funds in empty canisters prior to validation process.
- Boosted branch sales with proactive product recommendations based on member needs.
Education
No Degree - Early Childhood Education
Kellogg Community College
Battle Creek, MIHigh School Diploma -
Allegan High School
Allegan, MI05-2012
Skills
- Branch operations management
- Customer service
- Excellent time management skills
- Coaching and mentoring
- Relationship building and management
- Client relationship management
- Strong team-builder
- Verbal/written communication
- Employee development
- Decision-making
- Cash handling
- Interviewing and hiring
Certification
NMLS Certification
Notary Public
Timeline
Branch Manager
BlueOx Credit Union
04.2024 - Current
Member Service Representative
Lake Michigan Credit Union
06.2021 - 04.2024
Contact Center Representative
Advia Credit Union
04.2020 - 08.2021
Lead Teller
Advia Credit Union
10.2017 - 04.2020
No Degree - Early Childhood Education
Kellogg Community College
High School Diploma -
Allegan High School
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