Deborah Hanson
Shirley
Summary
Dynamic operations manager with a proven track record at TD Bank, excelling in team coaching and strategic planning. Recognized for achieving outstanding audit scores and enhancing customer service quality. Proficient in financial analysis and conflict resolution, driving operational excellence and exceeding performance goals.
Overview
37
37
years of professional experience
Work History
Assistant Store Manager
TD Bank
Westhampton Beach
07.2016 - Current
- Open and close Store.
- Oversaw Platform and Teller staff to ensure smooth operations and service quality.
- Conduct Daily Huddles, Weekly Observations/Skill Builders, On-the-Spot Coaching and One-on-One Coaching.
- Review daily reports and corresponding documentation for accuracy including New Accounts, Wires, Teller Difference and Fine, Cash Items, and Store Recap. Clear NAMES, New Account, Credit Card and Beneficial Owner exceptions as needed. Monitor staff LMS and timesheets for completion.
- Utilized Be Legendary Behaviors to consistently exceed customer expectations and enhance satisfaction.
- Resolve Customer and Employee Issues.
- Managed scheduling and PTO requests in TD MyTime, maintaining budget compliance and minimizing overtime costs.
- Flexibility to perform CSR and Teller duties daily as needed.
- Complete Daily, Weekly, Monthly, Quarterly and Annual tasks including Vault Reconcilement, FCE Reconcilement, Shipments, Card Reconcilement, Cash Counts, Controllable Expenses, Team Meetings, Northstar Inventory, Alarm Test, Record Retention and Safe Deposit.
- Digital and Small Business Champion.
- Actively working on Business Development.
- Proficient in Microsoft Office Suite, Encore Platform and Teller, Odyssey, Tableau, Salesforce, Fidelity, Workday, MyTime, ICOM, NAMES, FCE, Titan, ICN, CMOD, and Card Wizard.
- Notary Public in Suffolk County, NY.
- Active NMLS registration.
- Completed Leadership Development Training in June 2022.
- Recognized twice as a WOW Star for outstanding performance.
- Honored twice as a Shining Star for exceptional teamwork.
Relationship Banker
M & T Bank
Hauppauge
12.2014 - 07.2016
- Operations Teller in Charge responsible for ensuring each category of the Branch Quarterly Scorecard and Internal Audit/Observation Days are met with a minimum of a satisfactory score. Received Best Regional Operations Scorecard and Outstanding Audit with a score of 99% for 2015.
- Process all types of transactions for Retail and Commercial customers while adhering to bank policy for check cashing, endorsements, currency exchanges, and cash disbursement.
- Provide exceptional customer service by utilizing the Lobby Experience Model and taking ownership of account servicing and error resolution.
- Open new accounts, submit credit applications, close and disburse payment on approved credit applications and refer to business partners as needed.
- Build new relationships by utilizing EZ leads for out-bound calling.
- Exceeded quarterly sales and referral goals, ranking 4th in region for credit card bookings and 6th for loan bookings by end of 1st quarter 2016.
- Developed and implemented branch process, achieving 83% ahead of goal by end of 1st quarter 2016.
- Coach branch staff on bank procedures and systems and approve transactions as needed. Override limit of $10,000.00.
- Conducted branch huddles to enhance communication on retail updates, Teller in Charge meeting agendas, and monthly security topics.
- Monitored daily CTR/unusual activity reporting, wire transfers, negotiable instruments inventory, and processing. Managed night drop/subject to count processing, opening/closing procedures, branch audits, work in progress report, cash controls, fraud review items, teller differences, branch cash report, new account review, and infractions and overdrafts.
- Monitored the completion of mandatory compliance training for all staff twice a year.
- Served as the single access vault custodian, managing cash and coin reserves along with incoming and outgoing shipments.
- Served as the single access ATM custodian, conducting weekly settlements and maintaining an adequate cash supply.
- Manage daily schedule for lunches, webinars and scheduled appointments to ensure timely cash balancing and changeover of each staff member to meet messenger pickup.
- Ability to prioritize and multi-task in high pressure situations with minimal to no supervision.
- Strong organizational, communications and time management skills with meticulous attention to detail.
- Provided notary public services in Suffolk County, NY for customer transactions.
- Active NMLS registration.
Operations Manager
Inter-State Studio & Publishing Co.
Long Island
08.2005 - 06.2014
- Run field office including hiring and training of office staff to schedule and maintain seasonal calendar, coordinate deliveries, ensure accuracy of outgoing and incoming jobs and customer service quality control.
- Serviced Connecticut field office during 2012-2013 school year alongside Long Island office, staffing jobs, arranging travel accommodations, managing equipment needs, coordinating with schools, ensuring accuracy of deliveries, and serving as point person for customer service inquiries.
- Drove growth by rebooking accounts, adhering to corporate budget limits, and identifying sales opportunities.
- Managed yearbook business operations, established and enforced deadlines, set pricing, processed invoicing, and created custom yearbooks.
- Responsible for approximately $70,000 in photography equipment, managed by conducting random infield audits, in office full inventory audits 4 times per year and in office equipment testing 5 times per year.
- Certified Trainer responsible for hiring, training and overseeing all aspects of the photography staff responsibilities including image quality, technical quality, onsite interactions and computer accuracy.
- -Best of the Best Photography Contest, received 2, 1st place awards and 1, 2nd place award for the 2011-2012 school year.
- -Best of the Best Photography Contest, received 2, 1st place awards for the 2012-2013 school year.
Assistant Manager
Mt. Sinai Yacht Club
Mt. Sinai
08.1999 - 12.2002
- Acted as manager during full-time manager's absence, ensuring continuity of operations.
- Oversaw bartending, galley, and dock staff, ensuring completion of daily shift responsibilities and maintaining service standards.
- Oversee lunch and/or dinner service and special events.
- Resolved customer issues, managed membership and dock fee transactions, and addressed inquiries from existing and potential members.
- Maintain bar liquor inventory, gas deliveries and galley stock.
- Reconcile shift cash drawers and daily accounting for the House Committee.
Operations Manager/Assistant Manager
Citibank N.A.
01.1989 - 08.1999
- Oversee all aspects of the teller staff responsibilities to ensure compliance with bank regulations and customer service quality control.
- Resolve more involved customer service issues to keep sales staff free to open new accounts.
- Conducted teller performance reviews and assisted branch manager with sales staff reviews, fostering a culture of accountability and development.
- Maintain ATM machines including an offsite facility on a daily basis.
- Maintained monthly audit package and assigned audits to team members, ensuring timely completion and compliance.
- Conducted bimonthly meetings with branch manager to update staff on compliance issues identified during random spot checks.
- Oversaw general ledger and petty cash accounts to ensure accurate financial reporting.
- Conduct teller trainings related to new processes and systems.
Education
Bachelor’s Degree - Accounting With A in Forensic Accounting And Fraud Examination
Southern New Hampshire University
New Hampshire12-2025
Skills
- Operations management
- Microsoft Office
- Team development
- Client relations
- Account Management
- Fraud prevention
- Loss prevention
- Financial analysis
- Expense Management
- Risk assessment
- Regulatory compliance
- Audit procedures
- Data analysis
- Banking Software Proficiency
- Microsoft Office
- Human resources
- Conflict Resolution
- Strategic Planning
- Forensic accounting
- Loss prevention
Timeline
Assistant Store Manager
TD Bank
07.2016 - Current
Relationship Banker
M & T Bank
12.2014 - 07.2016
Operations Manager
Inter-State Studio & Publishing Co.
08.2005 - 06.2014
Assistant Manager
Mt. Sinai Yacht Club
08.1999 - 12.2002
Operations Manager/Assistant Manager
Citibank N.A.
01.1989 - 08.1999
Bachelor’s Degree - Accounting With A in Forensic Accounting And Fraud Examination
Southern New Hampshire University