Heather Dixon
College Place,WA
Summary
Adaptable and Reliable Manager demonstrating high level of ownership and initiative. Possessing exceptional work ethic and desire to go above and beyond to exceed company expectations. Offering knack for building productive working relationships. Successful in fast-paced, deadline-driven environments to manage goals and team development. History of thriving in team-oriented environments. Polished in evaluating employee performance and overseeing key projects. Bringing outstanding problem solving abilities and in-depth knowledge of policies, procedures and confidentiality.
Overview
15
15
years of professional experience
Work History
Digital Banking Manager
Baker Boyer Bank
Walla Walla , WA
12.2019 - 06.2022
- Developed, maintained, and delivered comprehensive training to new hires and seasoned employees.
- Enhanced team member performance through use of strategic and tactical approaches, motivational coaching and training.
- Organized team meetings to facilitate performance coaching.
- Conducted timely and quality performance feedback sessions.
- Applied critical thinking and decision-making abilities to successfully navigate through challenges, escalating concerns as necessary to ensure timely resolution.
- Effectively communicated and implemented company directives and programs to associates, ensuring accurate and timely completion of follow-up tasks.
- Successfully organized and facilitated cross department training and completion of projects for our company and department
Call Center Manager
Baker Boyer Bank
Walla Walla , WA
11.2007 - 12.2019
- Conducted periodic performance reviews to determine employee eligibility for merit increases and bonuses.
- Facilitated individual coaching sessions with CSRs to realign productivity goals.
- Delivered constructive call process feedback.
- Set and managed performance benchmarks for call center employees.
- Accomplished call center resource objectives by recruiting, selecting and orienting new employees.
- Trained and supervised new employees to promote overall team productivity and consistent service.
- Interfaced with cross-functional support groups to manage daily operations.
- Coordinated with various company teams to offer and implement successful solutions to customer problems.
- Planned staff and training meetings and scheduled conference rooms.
- Managed customer expectations by clarifying needs, identifying options and recommending products and services.
- Handled escalated customer service concerns to preserve customer satisfaction and maintain long-term business relationships.
Education
High School Diploma -
Walla Walla High School
Walla Walla, WA06-2000
Some College (No Degree) - Human Resources Training
Pierce College
Puyallup, WASkills
- Project Management
- Team Leadership
- Excellent Employee training and development
- Complex Problem-Solving
- Strong verbal and written communication
- Performance Evaluations
- Staff Management & Development
- Time Management
- Scheduling proficiency
- Quality Assurance
- Attention to detail
- Works well in team setting and independently
Affiliations
- Financial Security at Trinity Lutheran Church
- Youth Group Leader at Trinity Lutheran Church
Timeline
Digital Banking Manager
Baker Boyer Bank
12.2019 - 06.2022
Call Center Manager
Baker Boyer Bank
11.2007 - 12.2019
High School Diploma -
Walla Walla High School
Some College (No Degree) - Human Resources Training
Pierce College
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