Cassandra Smith
Sidney
Summary
Dynamic Virtual Branch Assistant Manager with 10 years of customer service expertise, including 6 in the financial services industry. Proven leader skilled in team development, project management, and operational efficiency. Adept at improving member experience, implementing streamlined processes, and driving team success in digital and call center environments.
Overview
11
11
years of professional experience
Work History
Virtual Branch Assistant Manager
SFCU
09.2019 - Current
- Led the development, project management, and successful launch of the Virtual Branch, transforming it into a fully operational, high-performing department.
- Provide daily leadership including scheduling, coaching, and employee reviews to enhance engagement and productivity.
- Implemented operational procedures to increase efficiency and consistency across team operations.
- Manage cross-functional projects improving both member and staff experiences.
- Processed account and loan application
- Leverage platforms such as Alkami, Corelation, Eltropy, Glia, and MeridianLink to optimize online services.
Office Manager
DogWatch
03.2018 - 02.2019
- Supervised staff and technicians, ensuring efficient operations and workflow.
- Facilitated team and administrative meetings to maintain communication and alignment.
- Negotiated contracts with customers, vendors, and service providers, maintaining strong partnerships.
- Collaborated with Synchrony to manage credit programs and promotional offerings.
- Delivered customer support and maintained company website to enhance accessibility.
Office Assistant & Computer Technician
ISD
04.2015 - 02.2018
- Provided in-person, phone, and email support ensuring timely and effective service.
- Conducted computer diagnostics and repairs to restore optimal performance.
- Managed customer data in a Virtual Server environment to ensure integrity and security.
- Served as primary liaison between customers, technicians, and management for efficient issue resolution.
Skills
- Leadership
- Software optimization
- Project Management
- Data Analysis
- SaaS Platforms
- Conflict Resolution
- Data management
- Effective communication
- Microsoft Suite
- Critical Thinking
Timeline
Virtual Branch Assistant Manager
SFCU
09.2019 - Current
Office Manager
DogWatch
03.2018 - 02.2019
Office Assistant & Computer Technician
ISD
04.2015 - 02.2018