Summary
Overview
Skills
Work History
Education
Certification
Websites
Timeline

KIONA BELL

Summary

Experienced leader with 14 years of driving innovation, solving complex challenges, and delivering impactful solutions. Recognized for advanced analytical and problem-solving skills, I am a trusted strategist sought out for creative ideas that transform visions into actionable results. Passionate about member-centric strategies, I optimize experiences through innovative thinking, empowering teams, and fostering collaboration to achieve exceptional outcomes. Skilled in program management, digital transformation, and talent development, I thrive at the intersection of strategy, innovation, and execution, consistently leading organizations toward success.

Overview

14
14
years of professional experience
17
17
years of post-secondary education

Skills

  • Digital Strategy
  • Data Analytics
  • Member Engagement
  • Budget Oversight
  • Strategic Leadership
  • Team Development
  • Change Management
  • Community Outreach
  • Vendor Management
  • Service Delivery Excellence
  • Financial Literacy
  • Channel Optimization

Work History

Director - Digital Delivery & Member Experience

Credit Union West
12.2021 - 01.2025
  • Embedded digital-first thinking into culture, coaching leaders to align performance expectations and development efforts with innovation and agility, strengthening adoption of Customer Relationship Manager (CRM) tools, queue enhancements, and digital appointments.
  • Developed strategic roadmaps and dashboards to measure the success of digital transformation initiatives, including member feedback analytics and internal service benchmarking, resulting in a 2% average increase in member satisfaction scores across channels.
  • Scaled the Member Contact Center from 12 to 26 FTEs, evolving it into a production-driven, data-informed environment that generated $ 5 M+ in loan volume annually and earned Top-Producing Team recognition 7 consecutive months during the first production year.
  • Led enterprise-wide implementation of the MANTL Digital Consumer Account Opening platform, overseeing 380+ UAT tasks, integration, and process redesign tasks, including core mapping, disclosure accuracy, and member journey enhancements.
  • Oversaw budget strategy for Operations Support, Member Contact Center, and Floating Retail Team, aligning resource allocation with member needs, staff readiness, and technology platform goals.
  • Orchestrated omnichannel service improvements, including external fiduciary training, CRM stakeholder engagement, and an outbound member outreach program launch to boost retention and digital channel utilization.
  • Achieved a 14% cross-sell rate on indirect members via post-loan outreach and digital engagement strategies.
  • Championed internal service excellence by driving accountability, communication standards, and performance metrics for the Floating Retail Team, Operations Support, and Member Contact Center, resulting in a 2% increase in internal service survey scores and stronger cross-team partnership.
  • Fostered interdepartmental alignment between digital, operations, and service teams to ensure initiatives supported enterprise goals and member-centric innovation

Regional Branch Manager I & II

Credit Union West
02.2019 - 12.2021
  • Directed six branches, Operations Support Teams, and the Member Contact Center concurrently, achieving $21 M+ in loan growth and delivering consistent sales and service performance.
  • Standardized implementation practices and procedural documentation to ensure smooth rollout and clarity during central platform and system transitions.
  • Generated $11M in deposits through strategic oversight of the Floating Retail Team, 263% above target.
  • Resolved 88% of legacy deceased events through process improvement and team coaching within the Operations Support unit.
  • Recruited and developed high-performing teams, driving operational excellence and service consistency across all locations.
  • Championed the use of data analytics to streamline branch operations and improve decision-making.

Branch Manager I & II

Credit Union West
07.2014 - 02.2019
  • Developed a high-performing team through targeted recruitment, training, and performance management initiatives.
  • Continuously monitored branch performance against key performance indicators, taking corrective actions as needed to ensure objectives were met or exceeded.
  • Collaborated with senior leadership on strategic planning initiatives to align branch objectives with corporate goals.
  • Implemented effective sales strategies to achieve branch targets and exceed expectations consistently.
  • Evaluated employee performance regularly through appraisals and feedback sessions to facilitate continuous development of skills and knowledge base within the team.

Member Service Representative & Officer

Credit Union West
05.2011 - 06.2014
  • Promoted superior experience by addressing member concerns, demonstrating empathy, and resolving problems swiftly.
  • Helped large volume of member every day with positive attitude and focus on customer satisfaction.
  • Assisted members through needs-based selling strategies. Supported setting up or closing accounts, completing loan applications, and signing up for new services.
  • Ensured compliance with regulatory requirements during all member interactions safeguarding both the organization''s reputation.

Education

Associate of Arts - General Studies

Yavapai College, Prescott, AZ
01.2008 - 12.2023
  • 3.94 GPA

Bachelor of Science - Organizational Management & Leadership

Yavapai College, Prescott, AZ
01.2024 - Current
  • Relevant Coursework: Introduction to Programming & Programming: JavaScript, HTML & CSS

Certification

  • INTRO TO UI DESIGN FUNDAMENTALS
    2025
    Scrimba
  • GO WEST ADVANCED LEADERSHIP PROGRAM
    2023
    DDJ Myers
  • DIVERSITY, EQUITY & INCLUSION IN THE WORKPLACE
    2023
    USF Corporate Training & Professional Education
  • CERTIFIED CREDIT UNION MANAGER
    2019
    ServiStar Consulting
  • LEAN SIX SIGMA GREEN BELT CERTIFICATION
    2018
    Six Sigma Global Institute

Timeline

Yavapai College - Bachelor of Science, Organizational Management & Leadership
01.2024 - Current
Director - Digital Delivery & Member Experience - Credit Union West
12.2021 - 01.2025
Regional Branch Manager I & II - Credit Union West
02.2019 - 12.2021
Branch Manager I & II - Credit Union West
07.2014 - 02.2019
Member Service Representative & Officer - Credit Union West
05.2011 - 06.2014
Yavapai College - Associate of Arts, General Studies
01.2008 - 12.2023

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