Edward Gardner
Gilbert,Arizona
Summary
Dedicated business professional with experience in project oversight, process improvement and financial analysis. Proven track record of successfully streamlining business operations and reducing costs. Adept at analyzing data to identify trends and developing strategies to improve efficiency.
Overview
23
23
years of professional experience
Work History
Senior Operations Manager
Alliance Association Bank
10.2022 - Current
- Managed complex projects from concept to completion, ensuring on-time delivery within budget constraints.
- Increased team productivity, providing ongoing training, coaching, and performance feedback to staff members.
- Implemented data-driven decision making to inform business strategies and drive operational excellence.
- Developed comprehensive risk management plans to mitigate potential threats to organizational stability and growth.
- Championed change management initiatives to facilitate successful adoption of new technologies or processes within organization.
- Developed systems and procedures to improve operational quality and team efficiency.
- Oversaw staff and sub-contractor performance review assessments.
- Improved operational efficiency by streamlining processes and implementing innovative strategies.
Operations Manager
Alliance Association Bank
01.2019 - 01.2022
- Achieved higher employee retention rates by fostering positive work environment and providing opportunities for professional growth.
- Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
- Collaborated with cross-functional teams to develop innovative solutions for complex business challenges.
- Spearheaded process improvements, resulting in increased productivity and reduced operational costs.
- Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.
- Developed systems and procedures to improve operational quality and team efficiency.
- Analyzed and reported on key performance metrics to senior management.
- Implemented process improvement to shape organizational culture, optimize procedures for higher efficiency and help company evolve and grow.
Relationship Banker
Alliance Association Bank
01.2018 - 01.2019
- Strengthened client relationships by providing personalized banking solutions and excellent customer service.
- Managed multiple customer accounts efficiently, ensuring accurate record-keeping and timely resolution of issues. Total portfolio deposits exceeded 200 million dollars.
- Achieved excellent customer satisfaction ratings by addressing concerns promptly and professionally, demonstrating empathy throughout interactions.
- Facilitated effective communication between clients and bank representatives, ensuring seamless account management experience.
- Resolved customer complaints and disputes to maintain satisfaction and loyalty.
Client Services Consultant
Desert Schools Financial Services
10.2015 - 08.2018
- Managed a diverse portfolio of clients, ensuring their needs were met with tailored solutions.
- Provided expert guidance to clients on industry best practices and trends, positioning them for success.
- Identified opportunities for upselling and cross-selling, boosting overall revenue growth.
Membership Director
Topgolf International, Inc.
09.2014 - 10.2015
- Collaborated with marketing team to create effective promotional materials for attracting new members.
- Managed membership database efficiently, ensuring accurate tracking and reporting of key metrics.
- Developed strong relationships with partner organizations, enhancing the value proposition for members.
- Organized promotional events and interacted with community to increase sales volume.
Director, Consumer Loan Processing and Servicing
Desert Schools Federal Credit Union
01.2013 - 01.2014
- Increased company revenue by streamlining processes and implementing cost-saving measures.
- Enhanced team collaboration through regular communication, goal setting, and performance evaluations.
- Improved project efficiency with strategic planning, resource allocation, and time management practices.
- Implemented innovative solutions to solve complex problems, resulting in increased productivity and streamlined operations.
- Managed budgets effectively to ensure optimal use of resources while maintaining financial stability.
- Leveraged data analytics insights for informed decision-making in critical areas such as sales forecasting, budgeting, or personnel management.
Manager, Back Office Support Services and Resource Optimization
Desert Schools Federal Credit Union
01.2007 - 01.2013
Branch Manager
Desert Schools Federal Credit Union
01.2004 - 01.2007
Assistant Branch Manager
Desert Schools Federal Credit Union
01.2003 - 01.2004
Member Service Representative
Desert Schools Federal Credit Union
01.2001 - 01.2003
Education
Accounting
Arizona State University
Tempe, ArizonaSkills
- KPI reporting
- Strategic Planning
- Procedure optimization
- Workforce Planning
- Operations Management
- Employee Coaching
- Operational Excellence
- Business Forecasting
- Customer Service Management
- Employee Development
- Teamwork and Collaboration
Professional References
Available upon request
Analytical And Technical Experience
- Created staffing capacity models to ensure attainment of service level with minimal staff compliment across multiple call centers
- Collaborated with IT to create in-house solutions for product knowledge management resulting in the identification of staff knowledge gaps and partnered with Training to provide retail and back office educational needs
- Project Champion for implementing Workforce Management and Quality Monitoring system enterprise wide
- Automation related to remote deposit users, FIS core bulk account opening and online banking
- Lending Project Lead responsible for corporate adherence to CFPB regulatory changes
- Partnered with Product Management to ensure proper front line support for new product releases and product enhancements
- Planned and executed a Quality Analyst program focused on increasing the volume of evaluated member interactions to accurately assess call center service
- Completed NCBS Management training and Leadership Effectiveness training
- Managed the Consumer Loan Processing, Servicing and Titles Department and increased efficiency through system utilization and process improvement Operations Management Established Back Office Operations department and opened several retail locations.
- Created and implemented departmental policies, procedures, and training programs for new product releases
Timeline
Senior Operations Manager
Alliance Association Bank
10.2022 - Current
Operations Manager
Alliance Association Bank
01.2019 - 01.2022
Relationship Banker
Alliance Association Bank
01.2018 - 01.2019
Client Services Consultant
Desert Schools Financial Services
10.2015 - 08.2018
Membership Director
Topgolf International, Inc.
09.2014 - 10.2015
Director, Consumer Loan Processing and Servicing
Desert Schools Federal Credit Union
01.2013 - 01.2014
Manager, Back Office Support Services and Resource Optimization
Desert Schools Federal Credit Union
01.2007 - 01.2013
Branch Manager
Desert Schools Federal Credit Union
01.2004 - 01.2007
Assistant Branch Manager
Desert Schools Federal Credit Union
01.2003 - 01.2004
Member Service Representative
Desert Schools Federal Credit Union
01.2001 - 01.2003
Accounting
Arizona State University
Similar Profiles
Manuel O. MartinezManuel O. Martinez
AAB Account Processing Specialist at Alliance Association BankAAB Account Processing Specialist at Alliance Association Bank
Maria MagtalasMaria Magtalas
Payment Support at Alliance Association BankPayment Support at Alliance Association Bank
Ibrahim Alhaji WaliIbrahim Alhaji Wali
HOA Senior Relationship Banker at Alliance Association BankHOA Senior Relationship Banker at Alliance Association Bank