Jennifer Truxell
Livonia,MI
Summary
Highly driven, talented professional. Recognized as an ambitious leader in the field due to high-energy work ethic, creativity, integrity, and fresh approach to problem-solving, proven to maintain a positive approach to overcoming obstacles. Not afraid to tackle the impossible; a true out-of-box thinker who strive to give their all for the team's success.
Overview
12
12
years of professional experience
Work History
Director of Impact
Community Financial Credit Union
07.2023 - Current
- Created member panels with businesses, members and mothers.
- Facilitated cross-functional collaboration for improved decision-making processes within the organization.
- Event planning, set up and activation.
- Cultivated a positive work environment that fostered employee engagement, increased retention rates, and boosted overall team morale.
- Revamp student run credit union program for over 53 + schools.
- Created first permanent space for school student credit union at local high school.
- Formed strategic partnerships and connected with potential clients to drive business development.
- Leveraged professional networks and industry knowledge to strengthen client relationships.
- Participated in Core Deposit Team.
- Created new reward program for student program.
- Secured key partnerships that contributed to the company's overall growth strategy and market reach.
- Collaborated with cross-functional teams, optimizing marketing initiatives that supported community growth.
- Increased company revenue by streamlining processes and implementing cost-saving measures.
- Developed high-performing team members by providing mentorship, guidance, and opportunities for professional growth.
Director of Journey Mapping
Community Financial Credit Union
11.2022 - 07.2023
- Increased company revenue by streamlining processes and implementing cost-saving measures.
- Enhanced team collaboration through regular communication, goal setting, and performance evaluations.
- Developed high-performing teams by providing mentorship, guidance, and opportunities for professional growth.
- Improved project efficiency with strategic planning, resource allocation, and time management practices.
- Established a culture of continuous improvement by fostering open communication channels and empowering employees to voice their ideas.
- Worked closely with organizational leadership
- Monitored and coordinated workflows to optimize resources.
- Leveraged professional networks and industry knowledge to strengthen client relationships.
- Organized and managed member experience journey mapping sessions.
- Reported issues to higher management with great detail.
Member Contact Center Service Manager
Community Financial Credit Union
02.2015 - 10.2022
- Established and oversaw performance targets.
- Cross-trained and back up to sales manager.
- Implemented and coach MSR's in referrals for potential sales opportunities.
- Cross-trained service team for multiple areas of the call center. Including live video chat, chat, courtesy pay specialist, cumail, secured messages and service calls.
- Conducted performance reviews for staff members to reduce resolution times and improve member service surveys.
- Implemented and developed MCC remote training processes.
- Increased efficiency and performance by monitoring team member and providing feedback through monthly one on ones.
- Responded proactively and positively to rapid change.
Customer Service Supervisor, CCIII
FirstMerit Bank
02.2012 - 02.2015
- Assisting Branch Manager of two branch locations in coaching bank staff to provide quality service to clients through sales and service products with expectations of meeting or exceeding branch goals.
- Established and updated work schedules to account for changing staff levels and expected workloads.
- Enhanced team productivity through regular coaching, feedback, and performance evaluations.
- Facilitated cross-functional initiatives between teams for improved coordination in addressing complex customer needs.
- Monitored metrics and developed actionable insights to improve efficiency and performance.
Education
Business Management
Schoolcraft College
Livonia, MICosmetology
Miss Katie's College of Beauty
Canton, MISkills
- Coaching and mentoring
- Creativity and Innovation
- Strategies and goals
- Partnerships and Alliances
- Adaptability and Flexibility
- Customer Service
- Team Management
- Relationship building
Additional Information
- University of Lending, IL
- 2023 - Filene Research institution i2! Innovation Program
- 2023 - CuFinhealth Crasher
- Current - Filene Research Institution i3! Innovation Program
Timeline
Director of Impact
Community Financial Credit Union
07.2023 - Current
Director of Journey Mapping
Community Financial Credit Union
11.2022 - 07.2023
Member Contact Center Service Manager
Community Financial Credit Union
02.2015 - 10.2022
Customer Service Supervisor, CCIII
FirstMerit Bank
02.2012 - 02.2015
Business Management
Schoolcraft College
Cosmetology
Miss Katie's College of Beauty
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