Janelle Simon
BRADENTON
Summary
Dynamic professional with extensive experience at Suncoast Credit Union, excelling in multicultural communication and strategic planning. Proven track record in enhancing member satisfaction through proactive engagement and analytical problem-solving. Adept at fostering collaborative teamwork and operational efficiency, driving initiatives that significantly improved service delivery and member loyalty.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Lead Member Advocate Operations Support
Suncoast Credit Union
05.2022 - Current
- Contributed to a positive work environment by cooperating with colleagues and maintaining open lines of communication across departments.
- Provided valuable input during strategic planning sessions aimed at enhancing the overall member experience within the organization.
- Collaborated with team members to identify areas for improvement and implement new strategies for better member support.
- Participated in regular team meetings, sharing insights gained from daily interactions with members to benefit overall operations.
- Assisted in the development of training materials to improve new employee onboarding and knowledge retention.
- Worked closely with other departments as needed to resolve cross-functional matters impacting members'' experiences positively.
Sr Member Advocate
Suncoast Credit Union
08.2014 - 05.2022
- Consistently met or exceeded performance metrics related to response times, issue resolution rates, and overall customer satisfaction scores.
- Demonstrated empathy and understanding when dealing with difficult or sensitive situations involving members.
- Conducted thorough research on member issues, ensuring accurate information was provided for optimal resolution.
- Developed strong relationships with members, fostering trust and loyalty to the organization.
- Educated members on available resources and services, increasing their engagement with the organization.
- Maintained up-to-date knowledge of industry trends and best practices, adapting processes as needed to deliver exceptional support services for all members.
Teller Coordinator
SunTrust
01.2013 - 07.2014
- Motivated tellers to achieve sales and service goals with continuous coaching.
- Trained and coached 6 tellers on banking operations to provide exceptional customer service.
- Collaborated with managers to identify areas for improvement within branch operations, leading to increased efficiency and streamlined workflows.
- Increased accuracy in transaction processing by conducting thorough audits and reconciliations.
- Performed teller scheduling to achieve appropriate branch coverage for business needs.
- Ensured compliance with banking regulations by staying current on industry changes and updating policies accordingly.
Lead Teller
Wachovia/Wells Fargo
09.2008 - 12.2012
- Managed cash inventory, ensuring accurate balancing of the vault and individual teller drawers daily.
- Assisted in training new tellers to ensure a consistent level of excellent service across the team.
- Supported branch management in conducting audits, demonstrating attention to detail while verifying transactional records for accuracy.
- Mentored junior tellers, fostering professional growth and improved performance within the team.
Education
Associate of Arts - Music Education
West Chester University of Pennsylvania
West Chester, PASkills
- Project planning and development
- Work flow planning
- Analytical Problem-Solving
- Strategic Planner
- Collaborative Teamwork
- Operational Efficiency
Certification
Leadership Excellence Achievement Program
Timeline
Lead Member Advocate Operations Support
Suncoast Credit Union
05.2022 - Current
Sr Member Advocate
Suncoast Credit Union
08.2014 - 05.2022
Teller Coordinator
SunTrust
01.2013 - 07.2014
Lead Teller
Wachovia/Wells Fargo
09.2008 - 12.2012
Associate of Arts - Music Education
West Chester University of Pennsylvania
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