Heather Willis
Willis
Summary
Results-oriented Branch Manager with over 3 years of experience in managing daily operations and driving team performance. Proven track record in enhancing customer satisfaction and operational efficiency. Strong leadership skills with a focus on strategic planning and team empowerment. Adaptable to dynamic environments and committed to achieving measurable results.
Overview
21
21
years of professional experience
1
1
Certification
Work History
Branch Manager
One Main Financial
09.2019 - Current
- Established customer-centric environment by presenting all lending options during processes.
- Implemented sales strategies that consistently exceeded branch performance expectations.
- Achieved monthly branch targets while overseeing resolution of customer complaints.
- Managed collection activities, consulting with customers on overdue accounts and discrepancies.
- Continuously monitored branch performance against key performance indicators to ensure objectives were met.
- Collaborated with senior leadership on strategic planning initiatives aligning branch objectives with corporate goals.
- Interviewed and hired top talent to enhance organizational skill set and capabilities.
- Examined customer loan applications for approvals, submitting to underwriter for verification.
Insurance Agent
David Kerr Insurance Agency
04.2016 - 09.2019
- Quoted, sold, and issued diverse insurance policies using comparative rating systems.
- Managed flood insurance quotes through FEMA, ensuring timely completion of inquiries and applications.
- Delivered exceptional customer service by processing policy changes, payments, and claims verification.
- Responded to customer calls swiftly to resolve issues and answer questions.
Insurance Agent
Wedgewood Insurance Agency
01.2015 - 01.2016
- Quoted, sold, and issued personal insurance policies across various lines using EZ Lynx rating system.
- Delivered exceptional customer service by clarifying coverage options and providing tailored recommendations.
- Consistently exceeded monthly sales goals through personalized insurance solutions aligned with customer needs.
- Built strong relationships with clients through consistent communication and excellent customer service.
- Responded to customer calls swiftly to resolve issues and answer questions.
Customer Service Representative
Patricia Cooper Insurance Agency
04.2014 - 01.2015
- Delivered exceptional customer service by efficiently managing vehicle additions, deletions, and address changes.
- Accurately filed customer information and uploaded insurance policies into central database.
- Processed monthly renewal reports to ensure timely policy renewals and complete applications for audits.
- Resolved customer complaints with empathy, enhancing loyalty and encouraging repeat business.
Customer Service Representative
Hartzell Air Movement
07.2012 - 03.2014
- Delivered quality service to internal and external customers via phone and email.
- Entered purchasing orders into database, ensuring accuracy and promptly correcting errors.
- Participated in Kaizen events to enhance order process efficiency and reduce lead times.
- Created monthly sales spreadsheets for inside sales teams at Hartzell Air Movement.
- Managed high-stress situations effectively while maintaining professionalism during dispute resolution.
Bank Teller
Mutual Federal Savings Bank
06.2009 - 10.2010
- Delivered exceptional customer service by greeting walk-in customers and addressing inquiries.
- Processed account transactions, including withdrawals, check cashing, and issuing money orders.
- Ensured compliance with disclosure requirements during all financial transactions.
- Managed currency transactions, balancing daily drawers to uphold accuracy.
- Opened new accounts for customers, enhancing overall banking experience.
- Maintained precision during high-volume transactions to ensure seamless service.
- Accurately balanced cash drawers at shift end, minimizing discrepancies in records.
Accounts Receivable
First Bank Richmond
08.2004 - 06.2009
- Resolved customer inquiries via phone and email regarding late fees and address changes.
- Balanced general ledger accounts daily, accurately processing customer checks and ACH payments.
- Calculated lease payoffs and processed incoming wires for lease accounts efficiently.
- Streamlined accounts receivable and payable processes to enhance financial accuracy.
- Delivered regular reports on accounts receivable performance to senior management for informed decision-making.
Education
Associate Degree of Applied Science - Accounting
Ivy Tech Community College
Richmond, Indiana05.2012
Skills
- Management and leadership
- Financial analysis
- Customer relationship management
- Sales strategies
- Data entry and processing
- Accounts receivable management
- Bank reconciliation
- Microsoft Office proficiency
- Time management techniques
- Loan servicing expertise
- Accounting principles
- Branch operations oversight
- Customer service excellence
- Relationship building
- Attention to detail
- Coaching and mentoring skills
- Cash handling practices
- Financial services knowledge
Certification
- Certificate in Bookkeeping
- Certificate in Accounting
- Certificate in Fundamental Payroll
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Branch Manager
One Main Financial
09.2019 - Current
Insurance Agent
David Kerr Insurance Agency
04.2016 - 09.2019
Insurance Agent
Wedgewood Insurance Agency
01.2015 - 01.2016
Customer Service Representative
Patricia Cooper Insurance Agency
04.2014 - 01.2015
Customer Service Representative
Hartzell Air Movement
07.2012 - 03.2014
Bank Teller
Mutual Federal Savings Bank
06.2009 - 10.2010
Accounts Receivable
First Bank Richmond
08.2004 - 06.2009
Associate Degree of Applied Science - Accounting
Ivy Tech Community College
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