Crystal Bean
Meridian,ID
Summary
Dynamic E-Services Manager at CapEd Credit Union with a proven track record in process improvement and regulatory compliance. Enhanced member satisfaction through strategic initiatives and cross-functional collaboration. Skilled in financial analysis and risk management, fostering team development and operational efficiency to drive organizational success.
Overview
25
25
years of professional experience
1
1
Certification
Work History
AVP Payment Operations
CapEd Credit Union
06.2024 - Current
- Led strategic initiatives to enhance member engagement and satisfaction.
- Developed comprehensive training programs for staff to improve service delivery.
- Oversaw compliance with regulatory guidelines, ensuring operational integrity.
- Analyzed financial data to inform decision-making and drive organizational growth.
- Collaborated with cross-functional teams to streamline processes and enhance efficiency.
- Mentored junior staff, fostering professional development and team cohesion.
Payment Operations Experience Manager
CapEd Credit Union
Meridian, ID
01.2016 - 06.2024
- Led new product initiatives to enhance member satisfaction and loyalty.
- Streamlined operational processes to improve efficiency and reduce wait times.
- Trained and mentored staff to ensure adherence to service standards and best practices.
- Analyzed member feedback to identify areas for improvement in service delivery.
- Resolved escalated customer complaints professionally, turning potentially negative experiences into opportunities for continued patronage.
- Analyzed service reports to identify areas of improvement.
Memeber Service Lead
CapEd Credit Union
Meridian, ID
04.2015 - 01.2016
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Organized and detail-oriented with a strong work ethic.
Director of Operations
Les Bois Credit Union
Boise, ID
01.2008 - 12.2014
- Streamlined operational workflows to enhance efficiency and reduce processing times.
- Led cross-departmental initiatives to improve member service delivery and satisfaction.
- Developed and implemented training programs to elevate staff performance and operational knowledge.
- Analyzed performance metrics to identify areas for process enhancement and cost reduction.
- Oversaw risk management processes, ensuring compliance with regulatory standards and internal policies.
- Implemented new technology solutions to optimize operations and improve data accuracy across the organization.
- Oversaw daily operations across multiple departments, ensuring seamless coordination and efficient execution of tasks.
E-Services Specalist
Les Bois Credit Union
Boise, ID
01.2003 - 01.2008
- Assisted members with account inquiries, ensuring timely and accurate responses.
- Processed transactions efficiently, maintaining high levels of customer satisfaction.
- Supported team in identifying and resolving member service issues effectively.
- Developed knowledge of credit union products to enhance member interactions.
- Managed high-volume workloads, prioritizing tasks to ensure timely completion and quality results.
- Provided expert guidance in troubleshooting complex issues, leveraging extensive industry knowledge to resolve problems quickly and efficiently.
- Maintained up-to-date knowledge of product and service changes.
Teller/New Accounts
Les Bois Credit Union
Boise, ID
01.2001 - 01.2003
- Led new product initiatives to enhance member satisfaction and loyalty.
- Streamlined operational processes to improve efficiency and reduce wait times.
- Trained and mentored staff to ensure adherence to service standards and best practices.
- Analyzed member feedback to identify areas for improvement in service delivery.
- Resolved escalated customer complaints professionally, turning potentially negative experiences into opportunities for continued patronage.
- Analyzed service reports to identify areas of improvement.
Education
High School Diploma -
Horseshoe Bend
Horseshoe Bend, IDSkills
- Regulatory compliance
- Financial analysis
- Process improvement
- Cross-functional collaboration
- Operational efficiency
- Risk management
Certification
- AAP Accredited ACH Professional
- Credit Union Board Financial Literacy Certificate.
Timeline
AVP Payment Operations
CapEd Credit Union
06.2024 - Current
Payment Operations Experience Manager
CapEd Credit Union
01.2016 - 06.2024
Memeber Service Lead
CapEd Credit Union
04.2015 - 01.2016
Director of Operations
Les Bois Credit Union
01.2008 - 12.2014
E-Services Specalist
Les Bois Credit Union
01.2003 - 01.2008
Teller/New Accounts
Les Bois Credit Union
01.2001 - 01.2003
High School Diploma -
Horseshoe Bend