Summary
Overview
Work History
Education
Skills
Timeline
Generic

Helen Glover

Shepherdsville,KY

Summary

Dynamic leader with extensive experience in customer engagement and process improvement. Skilled in developing strategic initiatives that enhance client satisfaction and streamline operations. Eager to leverage expertise in driving operational success and fostering team development to achieve organizational goals.

Overview

6
6
years of professional experience

Work History

Director of Retail Client Experience

Republic Bank & Trust Company
Louisville, KY
09.2023 - Current
  • Directed strategic initiatives aimed at improving customer engagement and satisfaction, resulting in client experience score rise from 4.71 to 4.85.
  • Implemented process improvements to streamline operations and increase efficiency.
  • Partnered with teams to pinpoint and resolve awareness gaps regarding Retail Fraud Errors, minimizing losses from $105,267 to $19,250.
  • Managed budgets for departmental activities while ensuring resource allocation efficiency.
  • Recruited, trained, supervised, evaluated and mentored staff members.
  • Recognized opportunities for enhancement in operational performance metrics, leading to reduction of Retail Fee Refunds from 7.3% to 5.5%.
  • Facilitated negotiations with external partners achieving $900,000 in cost reductions.
  • Spearheaded the development and launch of new products or services.

Director of Talent Recruitment

Republic Bank & Trust Company
Louisville, KY
04.2022 - 09.2023
  • Developed recruitment strategies to attract qualified candidates for various positions.
  • Managed full-cycle recruitment process, including sourcing, screening, and interviewing candidates.
  • Analyzed workforce trends to inform future hiring needs and strategic planning efforts.
  • Coordinated onboarding processes to ensure smooth transitions for new hires into the organization.
  • Ensured compliance with all applicable federal, state, and local laws related to employment practices.
  • Assisted in developing strategies for improving employee retention rates.
  • Negotiated salaries and employment offers with selected candidates.
  • Collaborated with department heads to ensure staffing needs were met in a timely manner.

Market Sales and Service Manager

Republic Bank & Trust Company
Louisville, KY
02.2020 - 04.2022
  • Managed daily operations of sales and service teams effectively.
  • Trained staff on customer service protocols and bank policies.
  • Resolved escalated customer complaints in a timely manner.
  • Conducted regular meetings with the sales team to review goals and objectives.
  • Ensured compliance with company policies and procedures related to sales operations.
  • Reviewed employee performance and provided constructive feedback to ensure optimal results.

Education

Some College (No Degree) - Public Relations

Northern Kentucky University
Highland Heights KY

Skills

  • Customer engagement
  • Process improvement
  • Team leadership
  • Strategic thinking
  • Communication skills
  • Conflict resolution

Timeline

Director of Retail Client Experience

Republic Bank & Trust Company
09.2023 - Current

Director of Talent Recruitment

Republic Bank & Trust Company
04.2022 - 09.2023

Market Sales and Service Manager

Republic Bank & Trust Company
02.2020 - 04.2022

Some College (No Degree) - Public Relations

Northern Kentucky University

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