Heather Cooper
Virginia Beach,VA
Summary
With over 17 years of extensive experience as an accomplished Assistant Manager, consistently demonstrating the ability to lead, motivate, and foster a positive workplace culture that boosts morale and enhances team member engagement and performance. Expertise lies in training, developing, and mentoring team members and leaders to achieve their full potential. Excels at multitasking, problem-solving, and utilizing organized approaches to efficiently handle daily planning, scheduling, and operational requirements. Committed to streamlining operations and promoting organizational efficiency with an enterprising mindset that drives continuous improvement.
Overview
22
22
years of professional experience
1
1
Certification
Work History
Member Service Representative, Supervisor of Branch Operations, Assistant Manager
Navy Federal Credit Union, Virginia
04.2003 - Current
- Attained expert level of procedural and product knowledge, becoming a go-to person for team members and leaders
- Demonstrated strong coaching and mentoring skills to further develop team and leader positions
- Empowered team members to improve skills, achieve daily objectives and attain advancement
- Collaborated with fellow leaders on business growth strategies, implementing process improvements, team member development, and leader development.
- Enhanced customer satisfaction levels with streamlined processes that reduced response times and improved service quality.
- Evaluated current processes to develop improvement plans.
- Leveraged on-site observation and feedback to identify team and individual strengths. Offered insight, guidance, and encouragement.
- Oversaw training of new team members, collaborating with branch mentors/trainers to ensure alignment with branch service standards, policy and procedures, and organizational objectives.
Education
Master of Professional Studies - Psychology of Leadership
Pennsylvania State University
University Park, PABachelor of Science - Leadership
Old Dominion University
Norfolk, VAAssociate of Applied Science - General Education
Tidewater Community College
Norfolk, VASkills
- Financial Transactions
- Job Knowledge
- Operations Management
- Policy understanding
- Process Improvement
- Resource Allocation
- Strategic Planning
- Time Management
- Training and Development
Accomplishments
5 - Sustain Superior Performance Awards (2012, 2015, 2017, 2019, 2021)
3 - Richard Cobb Award for Member Excellence recipient (2012, 2014, 2020)
4 - Service Anniversary Awards (2008, 2013, 2018, 2023)
1 - Branch Operations Super Star Award (2021)
Certification
- Management Development Certificate University of West Florida
- Psychology of Leadership Certificate Cornell University
- Lean Six Sigma Yellow Belt Certified
Timeline
Member Service Representative, Supervisor of Branch Operations, Assistant Manager
Navy Federal Credit Union, Virginia
04.2003 - Current
- Management Development Certificate University of West Florida
- Psychology of Leadership Certificate Cornell University
- Lean Six Sigma Yellow Belt Certified
Master of Professional Studies - Psychology of Leadership
Pennsylvania State University
Bachelor of Science - Leadership
Old Dominion University
Associate of Applied Science - General Education
Tidewater Community College
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