Helicia Sonney
Fairview,PA
Summary
Dynamic professional with extensive experience at CNB Bank, specializing in new hire training and curriculum creation. Proven track record in enhancing operational efficiency and customer satisfaction through innovative training programs and strategic initiatives. Skilled in public speaking and creative problem solving, fostering a collaborative team environment to achieve exceptional results.
Overview
13
13
years of professional experience
Work History
Consumer Loan Trainer
CNB Bank
06.2018 - 10.2020
- Developed training materials to enhance employee onboarding processes.
- Facilitated workshops to improve team skills and knowledge retention.
- Assessed training needs through feedback and performance evaluations.
- Implemented new training programs to increase operational efficiency.
- Delivered remote training and remote customer service.
Branch Manager
ERIEBANK, a Div of CNBBANK
07.2007 - 06.2018
- Oversaw daily branch operations, ensuring adherence to policies and procedures.
- Developed and implemented strategic initiatives to enhance customer service and satisfaction.
- Managed financial reporting, monitoring branch performance against targets and budgets.
- Trained and mentored staff, fostering a collaborative team environment to achieve operational goals.
- Analyzed market trends, identifying growth opportunities for branch expansion and service enhancement.
- Established relationships with local businesses, promoting community engagement and brand visibility.
- Implemented process improvements, increasing efficiency in branch workflows and customer service delivery.
- Conducted performance evaluations, providing constructive feedback to support staff development and accountability.
- Continuously monitored branch performance against key performance indicators, taking corrective actions as needed to ensure objectives were met or exceeded.
- Maintained friendly and professional customer interactions.
- Improved customer satisfaction ratings by enhancing service quality and resolving client issues promptly.
- Evaluated employee performance regularly through appraisals and feedback sessions to facilitate continuous development of skills and knowledge base within the team.
- Performed all required audits.
Education
High School Diploma -
Academy High School
Erie, PAMultiple Banking Diplomas -
American Banking Association
Skills
- New hire training
- Planning and coordination
- Public speaking
- Creative problem solving
- Curriculum planning
- Materials preparation
- Remote learning
- Online training tools
- Curriculum creation
Timeline
Consumer Loan Trainer
CNB Bank
06.2018 - 10.2020
Branch Manager
ERIEBANK, a Div of CNBBANK
07.2007 - 06.2018
High School Diploma -
Academy High School
Multiple Banking Diplomas -
American Banking Association