Kelsie Henson
Saint Charles,MO
Summary
Proven leader in operational excellence and team development, I enhanced customer satisfaction and streamlined processes at US Bank National Association. Skilled in operations management and relationship building, my innovative strategies improved project outcomes and staff performance, driving significant growth and efficiency across multiple roles.
Overview
22
22
years of professional experience
Work History
Bank Branch Manager
US Bank National Association
03.2013 - Current
- Managed daily branch operations for optimal efficiency and performance, resulting in improved customer experiences.
- Led a team of banking professionals, providing regular coaching and development opportunities for career growth.
- Maintained confidentiality of bank records and client information to prevent mishandling of data and potential breaches.
- Fostered strong relationships with clients by addressing their needs promptly and providing personalized financial solutions.
- Promoted a culture of innovation by encouraging staff to share ideas and solutions that improved overall branch operations and customer service levels.
- Implemented risk management processes to identify potential risks, reducing losses and maintaining compliance with regulatory requirements.
- Oversaw employee recruitment processes to ensure hiring of qualified candidates who contributed positively to the bank''s goals and culture.
- Developed an ongoing training program that enabled staff members to stay current on industry trends, product offerings, and regulatory changes impacting banking practices.
Retail Banking Performance Coach
US Bank National Association
01.2021 - 07.2023
- Mentored Branch and District Manager by offering guidance on effective coaching methods and professional development opportunities.
- Delivered informative presentations at market meetings, sharing best practices in coaching and educating our teams to provide excellent customer experiences and asking the right question to increase in production across our footprint.
- Provided constructive feedback, enabling Banker to make informed decisions about when it is important to talk about our products and solutions to help our clients.
- Organized team-building activities to foster camaraderie, trust, and effective communication among branches.
- Developed and executed performance management programs to increase employee engagement and productivity.
- Facilitated virtual and in-person learning sessions.
- Developed and implemented successful onboarding program.
Project Manager, Onboarding
US Bank National Association
12.2019 - 01.2021
- Successfully managed multiple projects simultaneously by prioritizing tasks according to urgency, resource availability, and alignment with organizational goals.
- Planned, designed, and scheduled phases for large projects.
- Met project deadlines without sacrificing build quality or workplace safety.
- Established effective communication among team members for enhanced collaboration and successful project completion.
- Monitored progress against established goals, adjusting schedules and resources as needed to keep projects on track.
- Developed strong relationships with market leaders through regular communication updates, fostering trust and confidence in the team''s ability to deliver results.
- Collaborated closely with senior management to align project objectives with strategic company initiatives, ensuring that efforts contributed to overall business growth.
- Monitored project performance to identify areas of improvement and make adjustments.
- Provided detailed project status updates to stakeholders and executive management.
- Implemented continuous improvement initiatives to optimize project outcomes while maintaining costeffectiveness.
- Fostered a culture of innovation and creativity within the project team, leading to improved problem-solving capabilities and enhanced outcomes.
- Led cross-functional teams to successful project completions, improving team cohesion and productivity with effective leadership strategies.
- Maintained compliance with industry standards and regulations, conducting regular audits and updates to project practices.
- Improved client relationships, consistently meeting or exceeding project expectations and maintaining open lines of communication.
Aquatic Manager
Midwest Pool Management
04.2010 - 09.2013
- Facilitated lifeguard certification courses for new hires to ensure a well-trained workforce capable of responding effectively to emergencies.
- Collaborated with other departments in the development of comprehensive emergency response plans for various scenarios within the facility.
- Fostered a welcoming atmosphere that encouraged diverse community participation in aquatic programs.
- Maintained accurate records of pool maintenance activities, chemical levels, incident reports, attendance figures, among others.
- Evaluated staff performance regularly through observation and feedback sessions, identifying areas for improvement or professional growth opportunities as needed.
- Streamlined aquatic facility operations by developing efficient schedules for lifeguards and maintenance personnel.
- Tracked, organized and cleaned pool equipment and restocked or replaced inventory to keep pool in good working condition.
- Monitored pH, chlorine, alkalinity and water hardness and took steps to maintain pool at optimal levels.
- Supervised aquatic staff and administered performance evaluations to communicate expectations .
- Conducted in-service training, meetings and conferences to share ideas and plan aquatic programs.
- Empowered workers to independently handle common issues and maintain strict safety standards.
- Enhanced customer service based on feedback from guests.
- Facilitated hiring, training and evaluation of staff.
- Organized successful swim meets and special events, ensuring proper staffing levels and adherence to safety guidelines.
Lifeguard Manager
St. Peters Rec Plex
04.2002 - 01.2008
- Scheduled, coordinated and conducted in-service training 20 lifeguards to promote full competence in first aid, CPR, and water rescue techniques.
- Enhanced swimmer safety by implementing comprehensive training programs for lifeguards.
- Monitored pool area for violations and potential hazardous situations.
- Handled chemicals such as chlorine and celite to maintain safety and cleanliness quality standards of pool water.
- Directed and oversaw maintenance records and incident reports.
- Boosted customer satisfaction through timely resolution of complaints and proactive improvements to facility conditions.
- Reduced response times to emergencies with regular drills and performance evaluations.
- Led staff meetings to discuss updates on policies, best practices, and ongoing training opportunities for lifeguards.
- Opened and closed pool at designated hours of operation and made decisions for closing pool due to inappropriate chemical levels, inclement weather, and low water temperature.
- Evaluated employees' daily job performance by adhering to development plans and personnel performance action plans.
Education
No Degree - Educational Studies
Lindenwood University
Saint Charles, MO05.2009
High School Diploma -
Duchesne High School
St. Charles, Mo05.2004
Skills
- Operations Management
- Audit preparation
- Sales Leadership
- Cross-selling strategies
- Verbal/written communication
- Excellent work ethic
- Customer Service
- Strong team-builder
- Attention to Detail
- Excellent time management skills
- Relationship building and management
- Goals and performance
Timeline
Retail Banking Performance Coach
US Bank National Association
01.2021 - 07.2023
Project Manager, Onboarding
US Bank National Association
12.2019 - 01.2021
Bank Branch Manager
US Bank National Association
03.2013 - Current
Aquatic Manager
Midwest Pool Management
04.2010 - 09.2013
Lifeguard Manager
St. Peters Rec Plex
04.2002 - 01.2008
No Degree - Educational Studies
Lindenwood University
High School Diploma -
Duchesne High School
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