Karen Denmark
Franklin,AL
Summary
Two-time recipient of the World-Class Richard E. Cobb Award ‘2021 and ‘2017 for Excellence in Member Service and recognized for showing the highest level of dedication within each calendar year. The award was recognized at the Gala in Washington, D.C. – Navy Federal Credit Union.
Exceptionally talented and organized experiences in Contact Center Operations as Supervisor of the Credit Card Branch and MSR III Account Services Representative. Seeking a management role, Event Coordinator, to lead and inspire team members by aligning with Non-Profit organizations guidelines and principles, cultivating relationships with board members based on trust, collaboration, and cross functional coordination of building relationships with management and peers based on trust, acceptance, open communication, setting overall goals, strategies, mission, and vision. Focused on creating a positive and productive work environment by understanding strengths and weaknesses, schedule time to develop relationships, ask questions and listen, offer assistance, appreciate the employee’s role, and always keep your commitments.
Overview
9
9
years of professional experience
Work History
Credit Card Branch Supervisor I
Navy Federal Credit Union
Pensacola, FL
09.2014 - 01.2024
- My role as a Credit Card Supervisor was to manage staff and operations to ensure compliance, efficiency, and productivity
- Manage and oversee the daily activities of employees and supervisors
- Perform quality control audits to ensure compliance with applicable federal and state laws
- Event Coordinator of The Annual CC Branch Community Outreach
- Management requested a Road Show presentation for other supervisor’s departments across the Contact Center about the Credit Card Department 's Community Outreach
- Supervised staff, including training them to ensure they meet regulatory requirements, process efficiencies, and prevent financial risk while meeting compliance with regulatory standards
- Review, approve and check daily transactions and settlements
- Communicate staff roles and responsibilities
- Create solutions to current and future needs
- Approved payroll
- Selected by management to serve on the L.E.A.D panel to stand for the Credit Branch Supervisors
- Served as one of the team members of the Pilot groups for 'No Pop,' Information Refresh, The 4ME’s and CCO Career Path Tool
- Developed and implemented job aids to train CC Branch supervisors, mentors & Member Service Representatives
- Created resources to help develop and promote NFCU services and products
- The job aids named 'The 8 elements of a call,' 'The Anatomy of a Pirate' and 'Connect the Dots.'
- These job aids increased the accuracy and efficiency amongst our team members and branch
- Coordinated the SEAL Team as the BU Administrative & Scheduler for Florida and Virginia
- Conducted interviews as Hiring Team alternate and provided recommendations for talent development
- Improved and updated presentations and conducted training programs (BUDS Sessions & SEAL presentations) for our New Hire Onboarding which enhanced the employee onboarding experience
- Managed team members’ relations, resolving conflicts and promoting a positive work environment
MSR III Account Services
Navy Federal Credit Union
01.2023 - 01.2024
- Providing members and prospective members with excellent member service and offering a full range of products and services which reflected on the business analysis report Post Call Survey Scores – PCS 100% across the board for 5 months straight
- Subject matter expert of Navy Federal products, services, programs, policies, and procedures
Education
Master’s Degree - Human Resource Management
Troy University
Troy, ALBachelor’s Degree - Business Management
Troy University
Troy, ALAssociate of Arts Degree - Business Administration
Jefferson Davis Junior College
BrewtonSkills
- Performance Management
- Decision-Making
- Project Management
- Feedback and Coaching
- Conflict Resolution
- Disaster Recovery Planning
- Data entry proficiency
- Goal-oriented mindset
- Analytical Thinking
- Customer service focus
- Negotiations
- Industry awareness
- Client retention strategies
- Cross-selling techniques
- Client relationship building
- Performance tracking
- Strong interpersonal skills
- Teamwork and collaboration
- Problem-solving skills
- Attention to detail
- Multitasking Abilities
- Calm and professional under pressure
- Excellent Communications
- Team collaboration
- Active listening
- Adaptability and flexibility
- Verbal and written communication
- New Hire Onboarding Process
- Talent Acquisition Hiring Team Member
- Phone etiquette
Awards
- Richard E. Cobb Award Recipient, 2022
- Supervisor Employee Voice – Mind over Matter, 2021
- L.E.A.D. Panel Representative, 2020
- LDI Mentor Program Certificate of Completion, 2019
- CC Branch Volunteer Liaison: Council on Aging Advisory Council Member, 2018-present
- Richard E. Cobb Award Recipient, 2017
- Credit Card Branch approved Job Aids: Anatomy of a Pirate – 8 elements of a call, 2016-2022
Timeline
MSR III Account Services
Navy Federal Credit Union
01.2023 - 01.2024
Credit Card Branch Supervisor I
Navy Federal Credit Union
09.2014 - 01.2024
Master’s Degree - Human Resource Management
Troy University
Bachelor’s Degree - Business Management
Troy University
Associate of Arts Degree - Business Administration
Jefferson Davis Junior College