Kayla Ferguson
Melissa,TX
Summary
Personable and dedicated professional with extensive experience in the financial institution industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with members. Motivated to maintain member satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Overview
20
20
years of professional experience
Work History
Assistant Manager-Branch Operations
Navy Federal Credit Union
Garland, TX
09.2015 - Current
- Lead and mentor branch team to provide members with a personalized and professional banking experience.
- Organize team activities to build camaraderie and foster pleasant workplace culture.
- Implement quality control measures to uphold company compliance.
- Review team member performance and provide ongoing feedback and coaching to drive performance/member experience improvement.
- Provide leadership, insight and mentoring to newly hired team members to supply knowledge of various company incentives.
- Understand and comply with Federal and other regulations relating to financial products and services.
- Analyze, research and resolve problems and discrepancies of a complex nature, in regards to member accounts/loans.
- Ensures negotiable instruments are properly handled.
- Monitor and maintain cash operations, analyzing usage to adhere to operational limits.
- Perform cash handling transactions with a committed focus on accuracy.
- Able to recognize red flags, preventing potential fraud.
- Provide leadership, guidance and mentoring to team members.
- Monitor branch marketing, ensuring compliance when updates are released.
- Perform opening, closing, and branch balancing procedures.
- Provided training and mentoring to newly promoted Assistant Manager at another location, while still in the role of Senior Member Service Representative.
- Serve as a Financial Education Specialist, conducting seminars that provide education on various topics including credit, debit, savings, and budgeting.
- Act as a point of contact with local recruiting offices, establishing a trusted advisor relationship.
- Achieved the role of Signature Guarantee in 2019.
Assistant Manager
Claire's Boutique
Jacksonville, FL
11.2004 - 01.2007
- Processed efficient and accurate cash, check, debit/credit card payments using Point-of-Sale system
- Trained new team members in cash register operations, stock procedures and customer service
- Provided every customer with professional and polite support for sales and service needs
- Maintained current store, product and promotional knowledge to drive consistent sales
- Performed opening and closing procedures
Education
Lugoff-Elgin High School
Lugoff, SC05.2001
Skills
- Courteous with Strong Service Mindset
- Verbal and Written Communication
- Upbeat and Positive Personality
- Efficient and Detail-Oriented
- Multitasking and Prioritization
- Regulatory Compliance
- Policies and Procedures Adherence
- Strong Analytical and Problem Solving Skills
- Proactive Self-Starter
- Team-Oriented and Cooperative
- Team development
References
- Amanda Jennings (850)512-3651 Cards Dispute Analyst/TIB
- Matella White (803)800-8036 Assistant Manager/Navy Federal Credit Union
Accomplishments
- Sustained Superior Performance 2021
- Branch Operations Super Star Award 2022
- Sustained Superior Performance 2023
- President's Award for Service Excellence 2024
- Sustained Superior Performance 2025
Timeline
Assistant Manager-Branch Operations
Navy Federal Credit Union
09.2015 - Current
Assistant Manager
Claire's Boutique
11.2004 - 01.2007
Lugoff-Elgin High School
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