Kathleen Leonard
North Chelmsford,MA
Summary
Experienced banking professional with a diverse background in management and customer service. Proven to conceptualize, plan and implement successful business operations. Additional experience in higher education, human resources, and case management has honed skills in relationship and trust building with clients and customers alike. Well-versed in industry regulations and branch operations.
Overview
16
16
years of professional experience
Work History
Family Support Specialist
Family Resource Center
2025.08 - 2026.04
- Visited home environments to help clients develop comprehensive life, technical, and job skills.
- Conducted outreach to families and other community partners to identify ways to address social, emotional and behavioral needs.
- Facilitated groups to address specific needs such as grief and loss, anger management and social skills.
- Documented data and completed accurate updates to case records.
- Assisted families in navigating the social services system, including applying for benefits, accessing resources and connecting with other family support services.
- Developed personalized service plans for each family to address their specific needs and goals.
Human Resources Generalist
Northway Bank
2023.08 - 2025.03
- Updated key human resource metrics on turnover and terminations using reporting tools on HRMS database.
- Provided guidance to managers and employees on talent management, payroll, FMLA and benefits.
- Facilitated criminal background check process for new hires.
- Fielded employee inquiries related to insurance, pension plan, vacation, sick leave and employee assistance.
- Maintained personnel records and statistical data to establish accuracy and compliance with applicable regulations.
- Created and delivered HR training sessions to staff, managers and executives.
- Administered employee benefits programs and assisted with open enrollment.
Teller Supervisor/Personal Banker
Northway Bank
2018.09 - 2023.08
- Maintained branch documents and teller work for monthly security reporting and audit purposes.
- Maintained compliance with bank policies and regulations while executing various financial transactions for customers.
- Managed teller schedules, ensuring adequate staffing levels during peak business hours.
- Promoted bank's products and services by consistently cross-selling to customers.
- Monitored cash levels and managed orders for currency and coins to ensure branch could meet daily customer demands.
- Conducted thorough audits of teller drawers and vaults, ensuring accuracy and adherence to compliance standards.
- Assisted customers with setting up or closing accounts, completing loan applications, and signing up for new services.
Owner/Operator
Mountainside Craft Beer and Cigars
2021.04 - 2023.08
- Managed day-to-day business operations.
- Promoted business via social media to generate leads and maximize brand identity.
- Designed business plan to define concept, short-term and long-term goals and strategies.
- Monitored daily cash discrepancies, inventory shrinkage and drive-off.
General Manager
Granite State Escape
2015.03 - 2017.07
- Formulated policies and procedures to streamline operations.
- Assisted in recruiting, hiring and training of team members.
- Managed budget implementations, employee reviews, training, schedules, and payroll tracking.
Admission Counselor
Southern NH University
2014.01 - 2015.03
- Assessed student interests and skills and provided strategic information about pursuing suitable courses.
- Explained institution's fee structure, amenities, courses offered and facilities to prospective students and parents.
Assistant Manager and Staff Trainer
Planet Fitness
2010.09 - 2013.12
- Conducted needs assessments to identify gaps in performance and develop targeted learning solutions.
- Provided coaching and mentoring to employees.
- Developed and implemented successful onboarding program.
Education
Bachelor of Arts - Diversity and Cultural Awareness
Southern New Hampshire University
Hooksett, NH2025-05
Skills
- Crisis intervention
- Problem-solving
- Active listening
- Computer proficiency
- Customer service
- Time management
- Team leadership
- Relationship building
- Staff training and development
- Documentation and reporting
Timeline
Family Support Specialist
Family Resource Center
2025.08 - 2026.04
Human Resources Generalist
Northway Bank
2023.08 - 2025.03
Owner/Operator
Mountainside Craft Beer and Cigars
2021.04 - 2023.08
Teller Supervisor/Personal Banker
Northway Bank
2018.09 - 2023.08
General Manager
Granite State Escape
2015.03 - 2017.07
Admission Counselor
Southern NH University
2014.01 - 2015.03
Assistant Manager and Staff Trainer
Planet Fitness
2010.09 - 2013.12
Bachelor of Arts - Diversity and Cultural Awareness
Southern New Hampshire University