Heather Lamey
Banking/Customer Service
Edinburgh,IN
Summary
Dynamic banking professional with a proven track record at Stockyards Bank & Trust, excelling in operations management and compliance. Adept at enhancing customer satisfaction through effective conflict resolution and relationship building. Skilled in financial product sales and staff training, driving branch performance and operational efficiency.
Experienced with branch operations management, ensuring seamless daily functions and customer satisfaction. Utilizes strategic thinking to implement efficient processes and enhance team productivity. Knowledge of leadership and problem-solving contributes to sustained success in dynamic environments.
Results-oriented Assistant Branch Manager with extensive experience developing high net worth client relationships and referral networks. Top-performer with track record of consistently meeting or exceeding sales goals. Talented at educating customers on banking services and products and recommending best options to meet long- and short-term needs.
Motivated Bank Manager passionate about providing excellent customer service and exceeding expectations. Talented professional well-versed in service marketing and credit offerings. Inspires staff loyalty through strong leadership and communication skills.
Overview
25
25
years of professional experience
Work History
Assistant Branch Manager
Stockyards Bank & Trust
Greenwood, IN
01.2022 - Current
- Supervised daily branch operations, ensuring compliance with banking regulations and policies.
- Trained and mentored staff on customer service best practices and bank products.
- Assisted in developing and implementing marketing strategies to promote financial services.
- Monitored branch performance metrics, identifying areas for process improvement and efficiency.
- Facilitated conflict resolution between customers and staff, enhancing overall satisfaction levels.
- Evaluated employee performance, providing constructive feedback to foster professional growth.
- Coordinated branch activities, maintaining effective communication between management and team members.
- Implemented training programs focused on enhancing product knowledge among branch personnel.
- Supported the Branch Manager with daily tasks, ensuring smooth branch functioning and effective communication amongst team members.
- Trained and developed new team members in alignment with branch service standards and objectives.
- Monitored daily branch activities, quickly identifying areas requiring improvement or corrective action to maintain operational excellence.
- Oversaw successful completion of internal audits with minimal findings, demonstrating strong adherence to bank policies and regulations.
- Responded to customer concerns, working with manager to significantly raise customer satisfaction ratings.
- Supervised and evaluated staff to help improve skills, achieve daily objectives, and attain advancement.
- Enhanced customer satisfaction by providing exceptional service and addressing concerns promptly.
- Trained and mentored new employees, fostering a positive work environment that led to higher retention rates.
- Assisted in creating a welcoming branch atmosphere by maintaining cleanliness, organization, and visually appealing displays of promotional materials.
- Built rapport with account holders by reaching out with product recommendations and account updates.
- Assisted in achieving branch sales goals by identifying potential cross-selling opportunities and promoting bank products and services.
- Implemented process improvements to increase productivity.
- Reviewed credit applications for risk factors and credit worthiness.
- Managed risk effectively through strict adherence to compliance guidelines, minimizing financial losses due to fraud or errors in transactions.
- Collaborated with other departments within the bank to resolve complex issues efficiently, ensuring seamless service delivery to customers.
- Collaborated with tellers, universal bankers and personal bankers to exceed sales goals.
- Improved teller accuracy by implementing standardized cash handling procedures and conducting regular audits on cash drawers.
- Developed strong relationships with key clients, contributing to significant growth in business revenue.
- Facilitated customer satisfaction by executing personal communication and frequent follow-ups.
- Maintained friendly and professional customer interactions.
- Complied with regulatory guidelines and requirements.
- Consulted customers to boost product sales and services.
- Submitted loan applications to underwriter for verification and recommendation.
- Complied with established internal controls and policies.
Accounting Clerk
Qualtonics
Columbus, IN
11.2019 - 06.2021
- Processed invoices and managed accounts payable entries to ensure timely payment.
- Maintained accurate financial records using QuickBooks for efficient reporting and compliance.
- Assisted in monthly reconciliations of bank statements to verify account accuracy.
- Supported the preparation of financial reports by organizing data and documentation systematically.
- Collaborated with team members to improve filing systems for enhanced document retrieval efficiency.
- Implemented best practices for data entry, resulting in increased accuracy of financial transactions.
- Responded to inquiries regarding billing and payment issues, fostering positive client relationships.
- Participated in training sessions to enhance knowledge of accounting software and procedures.
- Maintained organized filing systems for accounting records, ensuring easy access to crucial financial information when needed.
- Input high volume of monthly invoices with consistent accuracy.
- Facilitated timely month-end closing activities by completing accurate journal entries and account adjustments.
- Managed accounts payable and receivables and payroll.
- Provided exceptional customer service when addressing client inquiries related to invoices, payments, or account balances.
- Collaborated with other accounting clerks to maintain a cohesive and supportive work environment, fostering knowledge sharing and continuous improvement efforts.
- Enhanced financial reporting accuracy by conducting thorough account reconciliations and resolving discrepancies promptly.
- Processed payments and documents such as invoices, journal vouchers, employee reimbursements, and statements.
- Processed credit card payments and reconciled credit card statements for accuracy in accounting process.
- Handled day-to-day accounting processes to drive financial accuracy.
- Matched purchase orders with invoices and recorded necessary information.
- Recorded deposits, reconciled monthly bank accounts and tracked expenses.
- Generated invoices upon receipt of billing information and tracked collection progress.
- Supported management by processing invoices and documents with consistent on-time delivery.
- Inspected account books and recorded transactions.
- Managed and responded to correspondence and inquiries from customers and vendors.
- Entered figures using 10-key calculator to compute data quickly.
- Reconciled company bank, credit card and line of credit accounts, investigating, and resolving discrepancies to keep accounts audit-ready.
- Streamlined bookkeeping procedures to increase efficiency and productivity.
- Maintained account accuracy by reviewing and reconciling checks monthly.
Assistant Store Manager
Sunoco Gas Station
Bargersville, IN
05.2016 - 08.2018
- Assisted in managing daily operations, ensuring efficient workflow and customer satisfaction.
- Supported inventory management, performing stock checks and organizing product displays.
- Trained new staff on procedures, safety protocols, and customer service standards.
- Monitored cash handling processes to ensure accuracy and compliance with company policies.
- Implemented promotional strategies to increase sales and enhance customer engagement.
- Collaborated with team members to resolve customer complaints effectively and promptly.
- Managed cash registers efficiently, ensuring accurate transactions, balancing drawers daily, and minimizing discrepancies.
- Managed opening and closing procedures and recommended changes to enhance efficiency of daily activities.
- Enhanced store appearance for increased sales by maintaining cleanliness and implementing strategic merchandise displays.
- Rotated merchandise and displays to feature new products and promotions.
- Walked through store areas to identify and proactively resolve issues negatively impacting operations.
- Mentored new employees on company policies, procedures, and best practices to ensure their success within the organization.
- Fostered a positive work culture by promoting teamwork and recognizing individual achievements among staff members regularly.
- Processed payments for credit and debit cards and returned proper change for cash transactions.
- Created and maintained safe and secure work environments for employees.
- Developed a loyal customer base through personalized interactions, increasing repeat business in-store visits.
- Resolved escalated customer issues effectively leading to improved customer satisfaction rates.
- Maintained positive customer relationships by responding quickly to customer service inquiries.
- Reconciled daily sales transactions to balance and log day-to-day revenue.
- Analyzed customer feedback and implemented strategies to improve customer experience.
- Increased employee retention, training staff in effective customer service techniques and product knowledge.
- Developed and maintained strong relationships with vendors to facilitate timely product delivery.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Interacted well with customers to build connections and nurture relationships.
- Reported issues to higher management with great detail.
- Responded to customer concerns, working with manager to significantly raise customer satisfaction ratings.
- Supervised and evaluated staff to help improve skills, achieve daily objectives, and attain advancement.
Wire Operator
Merchants Bank of Indiana
Carmel, IN
12.2011 - 08.2014
- Operated wire transfer systems to process customer transactions efficiently.
- Ensured compliance with banking regulations during wire transfer execution.
- Assisted in troubleshooting technical issues related to wire processing systems.
- Collaborated with team members to streamline transaction workflows and enhance accuracy.
- Monitored daily wire activity, identifying discrepancies for prompt resolution.
- Implemented process improvements that increased overall transaction efficiency and reliability.
- Improved workflow by accurately entering data into relevant systems, minimizing delays in processing time.
- Ensured compliance with federal regulations through diligent monitoring of wire transactions.
- Enhanced wire transfer efficiency by implementing streamlined processes and reducing errors.
- Mitigated risk factors associated with fraudulent activities by conducting thorough verifications before processing each transaction.
- Maintained detailed transaction records, ensuring accurate tracking and reporting of wire operations.
- Streamlined communication channels between departments, facilitating smooth wire transfers for clients.
- Collaborated with team members to develop and implement best practices for efficient wire operations.
- Exhibited a high level of accuracy in handling both incoming and outgoing domestic and international wires while adhering to strict deadlines.
- Increased customer satisfaction by promptly addressing and resolving wire transfer issues.
- Provided exceptional customer service by responding to inquiries regarding status updates or issues related to their wire transfers.
- Maintained organized work area by cleaning and removing hazards.
- Made sure that products were produced on time and are of good quality.
- Met production targets and tight deadlines by collaborating closely with team members.
- Organized and prepared workstations and materials needed for operations to maximize productivity.
- Examined incoming materials and compared to documentation for accuracy and quality.
Banker
National City Bank
Indianapolis, IN
04.2003 - 01.2007
- Processed customer transactions efficiently, ensuring accuracy and compliance with banking regulations.
- Assisted clients with account inquiries, providing personalized service to enhance customer satisfaction.
- Collaborated with team members to streamline banking operations, improving workflow efficiency.
- Resolved customer issues promptly, demonstrating strong problem-solving skills and attention to detail.
- Assisted customers with setting up or closing accounts, completing loan applications, and signing up for new services.
- Developed and maintained strong customer relationships, providing exceptional service and advice.
- Maintained strict compliance with all banking regulations, ensuring a secure and trustworthy environment for clients.
- Delivered exceptional customer service, addressing concerns promptly and professionally to ensure client satisfaction.
- Educated customers on features and benefits of banking products and services.
- Increased client satisfaction by providing tailored financial advice and personalized banking solutions.
- Opened, closed, and updated accounts for customers.
- Strengthened customer relationships through attentive service and prompt resolution of inquiries.
- Balanced teller drawers and ATM cash.
- Collaborated with team members to consistently meet or exceed branch sales targets and objectives.
- Managed escalated phone calls by applying conflict resolutions skills and extensive knowledge of bank policies, products, and services.
- Monitored account activity and identified suspicious transactions, taking appropriate action to prevent fraud.
- Investigated customer inquiries and resolved discrepancies in helpful and timely manner.
- Proactively identified potential fraud or suspicious activity, taking appropriate action to protect client accounts and bank assets.
- Enhanced bank profitability by effectively cross-selling various financial products and services.
- Provided exceptional customer service by promptly addressing concerns and resolving issues.
- Streamlined teller process for deposits and withdrawals, improving transaction speed and customer wait times.
- Optimized currency exchange transactions, providing customers with competitive rates and increasing bank revenue from these services.
- Initiated cross-selling strategy that significantly increased uptake of additional banking products and services.
- Developed and maintained strong knowledge of multiple products and varying levels of benefits within each product.
- Collaborated with clients to maintain relationships and provide customers with thorough support and guidance.
- Discussed financial options with clients and provided informed suggestions.
- Built and deepened productive relationships with prospective and competitive customers to drive sustained growth.
- Met with members to understand goals and recommend solutions to fit specific needs.
- Developed advanced product knowledge to share current information while generating and delivering products quotes.
Bank Teller
1st Indiana Bank
03.2001 - 10.2002
- Processed customer transactions efficiently, ensuring accuracy in deposits and withdrawals.
- Assisted customers with account inquiries, providing exceptional service and support.
- Maintained cash drawer integrity, reconciling discrepancies promptly and accurately.
- Educated customers on bank products and services, enhancing overall customer experience.
- Implemented best practices for compliance with banking regulations and policies.
- Conducted end-of-day balancing procedures, ensuring accurate reporting of financial transactions.
- Managed high-volume transactions during peak hours while maintaining attention to detail, ensuring seamless customer experience.
- Balanced cash drawers accurately at the end of each shift, minimizing discrepancies in financial records.
- Answered customer inquiries regarding account balances, transaction history, services charges, and interest rates.
- Established trust with clients by maintaining confidentiality and protecting sensitive financial information.
- Answered telephone inquiries on checking and savings accounts, loans, and lines of credit.
- Processed customer transactions promptly, minimizing wait times.
- Resolved customer issues promptly, fostering positive relationships between the bank and its clients.
- Learned about customer's financial needs, established trust, and optimized sales opportunities resulting in quality customer service.
- Built and strengthened customer relationships by leveraging excellent interpersonal and communication skills.
- Improved customer satisfaction by efficiently processing transactions and addressing account inquiries.
- Counted and packaged currency and coins.
- Provided exceptional customer service, resulting in increased client retention and loyalty.
- Conducted daily audits of cash drawer, ensuring accuracy and compliance with bank policies.
- Reconciled cash drawer and resolved discrepancies.
- Educated customers on use of banking website and mobile apps.
- Provided customer records, account statements and copies of checks.
- Identified fraudulent activities by diligently monitoring transactions and reporting suspicious activity to management.
- Contributed to a welcoming branch environment by maintaining a clean and organized workspace for both staff members and customers alike.
- Educated customers on banking products, enabling them to make informed decisions about their finances.
- Completed highly accurate, high-volume money counts via both manual and machine-driven approaches.
- Logged cashier's checks and other transactions to maintain accurate account records.
- Turned in excess cash to maintain drawer security.
- Supported branch management in achieving operational excellence through adherence to regulatory guidelines and internal procedures.
- Increased efficiency within the teller line by sharing best practices among colleagues, leading to shorter wait times for customers.
- Processed loan payments accurately, contributing to the overall efficiency of branch operations.
- Exceeded personal sales goals consistently by proactively engaging with customers and identifying their financial needs.
- Assisted customers with compromised debit cards and issued new credentials.
- Enhanced branch sales through cross-selling bank products and services to customers.
- Placed orders for customer checks and verified starting numbers.
- Collaborated with team members to achieve monthly sales targets and provide exceptional service to customers.
- Participated in ongoing professional development programs offered by the bank, staying up-to-date with industry trends and enhancing job performance.
- Removed mutilated currency from circulation.
- Sold and cross-sold bank products to new and existing customers.
- Collaborated with team members to ensure smooth operations and high-quality service.
- Balanced cash drawer daily and resolved discrepancies to provide accurate data regarding cash flow.
- Disbursed cash and checks accurately while maintaining security of cash drawers.
- Served as primary point of contact for customers, providing assistance with account maintenance and transactions.
- Maintained accurate records of customer transactions in line with bank procedures.
- Monitored and reported suspicious activity in line with bank security policies.
- Identified sales opportunities and referred customers to branch partners in financial services.
- Assisted customers with banking needs and inquiries.
- Counted, verified and handled bank deposits and armored car transactions.
- Processed wide variety of retail banking transactions for personal and commercial customers.
- Referred customers to other banking departments for specialized services.
- Cross-sold credit cards, loans and other bank products.
- Monitored and verified suspicious activity on customer accounts.
- Established rapport with new clients to increase satisfaction and loyalty.
- Performed account maintenance by closing out accounts and changing customer addresses.
- Maintained friendly and professional customer interactions.
Education
High School Diploma - General Studies
Emmerich Manuel
Indianapolis, IN08.2000
Skills
Banking
Operations management
Business development
Team development
Compliance management
Operational efficiency
Audit preparation
Staff education and training
Loan application evaluation
Account management
Relationship building and management
Financial product sales
Loans
Regulatory compliance
Account retention
Client relationship management
Cash handling
Customer retention
Vault audits
Branch service quality
Strong interpersonal skills
Branch operations management
Attention to detail
Excellent work ethic
Team player
Approachable
Relationship building
Cash handling expertise
Conflict resolution
Coaching and mentoring
Customer relationships
Friendly
Training and development
Decision-making
Verbal/written communication
Work prioritization
Security and safety protocols
Goals and performance
Accounts receivable
Product training
Federal regulations
Documentation
Resourceful nature
Timeline
Assistant Branch Manager
Stockyards Bank & Trust
01.2022 - Current
Accounting Clerk
Qualtonics
11.2019 - 06.2021
Assistant Store Manager
Sunoco Gas Station
05.2016 - 08.2018
Wire Operator
Merchants Bank of Indiana
12.2011 - 08.2014
Banker
National City Bank
04.2003 - 01.2007
Bank Teller
1st Indiana Bank
03.2001 - 10.2002
High School Diploma - General Studies
Emmerich Manuel