Emilee Phillips

• Partnered with IT and business teams to resolve application and data issues.
• Facilitated user acceptance testing for core banking and digital banking enhancements.
• Recommended process improvements that strengthened efficiency and member experience.
• Maintained accurate documentation for workflows, system changes, and support procedures.
• Coordinated cross-functional stakeholders to prioritize system requests and project deliverables.
• Elicited and clearly documented business and system requirements.
• Collaborated with stakeholders to gather requirements, translating them into actionable plans for system improvements.
• Led user acceptance testing cycles for business applications, validating requirements and documenting defects in Jira.

• Managed stakeholder expectations through transparent communication and timely status updates, ensuring alignment between project deliverables and business objectives.
• Utilized Jira, ServiceNow, and Confluence for effective documentation management.
• Collaborated closely with stakeholders to identify opportunities for process improvements and drive continuous innovation in the organization.
• Provided support to teammates for resolving LOS system issues.
• Drove operational efficiency by automating routine tasks, freeing up staff to focus on more complex issues.
• Streamlined workflow for better productivity with the implementation of new software solutions.
• Managed multiple projects simultaneously, consistently meeting deadlines while maintaining a high standard of quality workmanship.
• Daily utilization of Jira, ServiceNow, and Confluence for documentation.
• Actively participated in team meetings to share knowledge, exchange ideas, address challenges, and collaborate on potential solutions.
• Implemented new software solutions to streamline workflow and enhance productivity.

• Successfully managed teams of varying sizes at three different branch locations. Supervised 16 employees at Aberdeen, Supervised 10 employees at Poquoson and Supervised 6 employees at Carrollton.
• Conducted interviews to fill staffing needs with qualified candidates.
• Conducted weekly team huddles to motivate team members, address concerns and questions, plan improvements, and evaluate progress toward goals.
• Coached and developed branch staff through constructive feedback and targeted training.
• Implemented process improvements that streamlined operations and enhanced service delivery.
• Coordinated staff schedules, maintaining optimal staffing levels during peak business hours for improved member experience.
• Implemented process improvements to increase productivity.
• Supervised and evaluated staff to help improve skills, achieve daily objectives, and attain advancement.
• Collaborated with other departments within the credit union to resolve complex issues efficiently, ensuring seamless service delivery to members.

• Analyzed member's current and future financial needs, producing beneficial product recommendations.
• Built and deepened productive relationships with prospective and competitive customers to drive sustained growth.
• Mentored employees on company mission and goals, guiding them to achieve objectives aligned with core values.
• Oversaw branch operations in the absence of management, ensuring seamless service delivery.
• Resolved member complaints, ensuring a high standard of professional customer service.
• Managed opening and closing procedures for branches, ensuring compliance with operational standards.
• Conducted monthly audits to assess compliance with company policies and procedures.
• Cultivated strong relationships with prospective and competitive customers, contributing to sustained growth.
• Built strong relationships with members through a positive attitude and attentive response.

• Collaborated with clients to evaluate finances and develop tailored financial planning strategies and solutions.
• Discussed financial options with clients and provided informed suggestions.
• Engaged with clients to discuss financial options and deliver informed recommendations aligned with their goals.
• Built and deepened productive relationships with prospective and competitive customers to drive sustained growth.
• Collaborated with clients to maintain relationships and provide customers with thorough support and guidance.
• Partnered with clients to strengthen relationships and offer comprehensive support and guidance.

• Boosted branch sales performance with proactive cross-selling of CU products and services to meet individual member needs.
• Delivered exceptional service while managing high-volume cash transactions during peak business hours without compromising accuracy or efficiency levels.
• Coached, mentored, and trained new tellers, enhancing team skill levels and service delivery.
• Managed high-volume cash transactions during peak hours, ensuring accuracy and efficiency in service delivery.
• Reduced discrepancies in vault balances by conducting thorough audits and implementing strict monitoring protocols.
• Guided members in navigating online banking platforms, facilitating increased digital banking adoption among branch clients.

• Developed and executed strategies to improve guest experience, resulting in positive customer reviews and increased repeat business.
• Cultivated strong relationships with customers and suppliers, enhancing account development and loyalty.
• Developed and maintained relationships with customers and suppliers through account development.
• Streamlined scheduling practices to ensure optimal coverage during peak hours and control labor costs.
• Optimized scheduling practices to ensure appropriate coverage during peak hours while minimizing labor costs.
• Improved employee morale through recognition programs that acknowledge individual achievements and team successes.
• Collaborated with the General Manager on marketing initiatives to increase brand awareness and drive sales growth.
• Improved employee morale through recognition programs that acknowledged individual achievements and team successes.
• Coordinated and organized team schedules to optimize staffing efficiency. with an eye for coverage needs and individual strengths.
• Enforced quality assurance protocols to deliver ideal customer experiences.
• Cultivated performance-based culture based on individual accountability, goal attainment and team achievement.
• Assisted in the recruitment, hiring, and onboarding process for new employees to build a skilled workforce committed to excellence in service delivery.
• Boosted customer satisfaction by promptly addressing and resolving concerns.

• Spearheaded process improvements, resulting in increased productivity and reduced operational costs.
• Improved operational efficiency by streamlining processes and implementing cost-saving measures.
• Led successful change initiatives, ensuring seamless transitions during organizational restructuring efforts.
• Conducted comprehensive productivity assessments to pinpoint inefficiencies and provide data-driven recommendations for improvement.
• Optimized supply chain operations through strategic vendor partnerships and efficient logistics planning.
• Monitored employee performance to ensure alignment with business and customer objectives.
• Supervised staff and ensured adherence to quality compliance with company standards for food and services.
• Coordinated employee schedules, processed time-off requests, and arranged shift coverage to ensure adequate staffing.
• Recruited and interviewed candidates for management to evaluate readiness and fit for position.
• Evaluated performance, adjusted strategies and maintained agile, sustainable operations.
• Set, enforced and optimized internal policies to maintain responsiveness to demands.
• Facilitated recruitment, hiring, and onboarding processes to build a skilled workforce dedicated to service excellence.

• Developed monthly work schedules using employee data, ensuring optimal staffing for each departmental shift.
• Adapted to shifting priorities and changing business needs while maintaining focus on scheduling objectives.
• Drove performance of staff by creating incentives and positive work atmosphere and administering recognition and rewards programs.
• Enhanced overall team performance by providing regular coaching, feedback, and skill development opportunities.
• Managed employee relations through effective communication, coaching, and training, fostering a supportive work environment.
• Collected and studied labor productivity data to ensure proper productivity levels were met.
• Stayed calm, collected and logical during stressful moments to identify and implement optimal solutions.
• Resolved customer service issues by finding immediate solutions, increasing customer confidence and decreasing escalations to executive office.

• Communicated daily work requirements with crew and assigned tasks based on skills to ensure timely completion.
• Trained employees on time management and effective job duty execution to enhance work efficiency.
• Discussed daily work requirements with crew and assigned skills-based tasks to enable completion of work.
• Assisted team members with various job tasks during peak times. with various job tasks, fill in for sick employees and complete projects.

Expected in