Open To Work
Gertyra Shaw
Work Preference
Summary
Results-driven Operations Manager with 12+ years of progressive banking and financial services experience leading high-performing teams, optimizing operational processes, and driving operational excellence within fast-paced, high-volume environments. Proven expertise in banking operations, risk mitigation, regulatory compliance, process improvement, and team leadership. Recognized as a recipient of Citi’s prestigious Leaders in Excellence Award, honoring less than 1% of U.S. Personal Banking colleagues for exceptional performance, leadership, and operational impact. Skilled in implementing strategic initiatives, streamlining workflows, and fostering cross-functional collaboration to improve efficiency, strengthen controls, and enhance the customer experience.
Overview
12
12
years of professional experience
Work History
Operations Manager
Citi
Florence
04.2024 - Current
- Lead and oversee daily operations for a team of service processors responsible for processing high-volume check transactions and payments applied to client accounts, ensuring accuracy, timeliness, and compliance with banking regulations.
- Manage day-to-day operational workflow, staffing support, productivity tracking, escalations, and team performance while maintaining service level expectations and operational efficiency.
- Establish, execute, and monitor operational controls designed to mitigate financial and operational risk, strengthen audit readiness, and support a high standard of customer satisfaction.
- Coordinate and support operational process improvements by identifying workflow gaps, increasing efficiencies, and assisting in the transition from manual processing procedures to enhanced digital processing solutions during implementation of a new application platform.
- Review, maintain, and improve operational procedures and documentation to ensure processes remain compliant, streamlined, and aligned with internal policies and regulatory requirements.
- Conduct Control Design Assessments (CDAs) and operational walkthroughs to verify processes are completed in accordance with company policy, banking laws, and regulatory standards.
- Partner cross-functionally with leadership, risk, compliance, and operational teams to resolve issues, implement updates, and drive continuous improvement initiatives.
- Perform administrative and managerial responsibilities including timesheet approvals, reporting, employee support, scheduling coordination, email management, performance tracking, and handling direct report needs.
Customer Service Sr. Supervisor
Citi
Florence
01.2022 - 04.2024
- Provide strategic leadership and mentorship to a team of 20-30 care professionals, driving performance excellence and fostering a culture of exceptional customer service to consistently exceed Citi's client satisfaction and operational goals.
- Championed organizational transformation through innovative solutions and streamlined processes, reducing team friction points.
- Proactively adapted to and managed unexpected changes, ensuring seamless operations in high-pressure, time-sensitive environments.
- Analyzed key performance metrics and customer feedback to develop strategies that improved customer satisfaction and enhanced team performance.
- Ensure adherence to regulatory requirements and company policies, actively identifying and mitigating risks.
- Rated a 1 for 2023 work year: Recognized for exceptional performance, demonstrating exemplary leadership and commitment to excellence.
- Awarded Leaders in Excellence Award: Prestigious accolade honoring less than 1% of U.S. personal banking colleagues for outstanding contributions and performance.
Elite VOE Team Focal
Citi
01.2021 - 01.2022
- Directed initiatives and gathered feedback from colleagues to implement changes that fostered a more inclusive and supportive workplace.
- Completed day-to-day duties accurately and efficiently.
- Contributed innovative ideas and solutions to enhance team performance and outcomes.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
Elite Customer Specialist
Citi
Florence
06.2014 - 01.2022
- Successfully resolved escalated customer concerns as an Account Supervisor, ensuring compliance with Citi guidelines and policies while maintaining a high standard of service excellence.
- Resolved escalated customer concerns as an Account Supervisor, ensuring compliance with Citi guidelines while delivering exceptional service.
- Achieved department goals consistently with minimal supervision, demonstrating initiative and expertise in problem-solving.
- Exceeded multiple department goals: Associate satisfaction at 121.95%, 128.53%, 128.36% (3 consecutive months); Net Promoter Score at 121.63%, 131.44%, 130.37% (3 consecutive months).
TSP (Training Support Professional)
Citi
Florence
01.2021 - 05.2021
- Recognized as a Subject Matter Expert and selected twice for the prestigious TSP (Training Support Professional) opportunity in January 2020 and May 2022, showcasing expertise and dedication to excellence.
- Trained and guided new Elite Customer Advocates on customer service best practices, enhancing their ability to deliver exceptional support within the Elite department.
- Provided personalized coaching to new hires during their initial calls and served as a long-term mentor, fostering confidence and professional growth within the team.
- Executed operational, clerical, and administrative support tasks with efficiency and attention to detail, contributing to seamless day-to-day operations.
- Facilitated class training during staff absences, ensuring smooth operation and consistent delivery of training activities.
- Cultivated a culture of collaboration, trust, and teamwork through strong leadership and fostering open, effective communication across the team.
Education
Holmes High School
Covington, KYSkills
- Strategic Planning
- Operational efficiency
- Risk analysis
- Risk reduction
- Team Development
- Employee training
- Verbal Communication
- Written Communication
- Presentation Skills
- Time Management
- Organizational Skills
- Analytical Thinking
- Active Listening
- Professional guidance
Timeline
Operations Manager
Citi
04.2024 - Current
Customer Service Sr. Supervisor
Citi
01.2022 - 04.2024
TSP (Training Support Professional)
Citi
01.2021 - 05.2021
Elite VOE Team Focal
Citi
01.2021 - 01.2022
Elite Customer Specialist
Citi
06.2014 - 01.2022
Holmes High School