Lara Wilson
Gainesville,FL
Summary
Performance-driven Vice President with 27 years of experience aligning systems with business requirements, policies and regulatory requirements. Passionate about applying excellent organization and communication skills to manage and lead teams. Results-oriented individual well-versed in interfacing and consulting on business processes to drive results based on sound overall business judgment.
Multi-talented Senior Executive knowledgeable about sales, operations and personnel management. Successful at stepping into diverse positions and making immediate positive contributions. Focused on optimizing operations and motivating employees while establishing market dominance.
Overview
21
21
years of professional experience
Work History
VP Financial Manager
First Federal Bank
04.2018 - Current
- Hired and managed employees to maximize productivity while training staff on best practices and protocols.
- Spearheaded cross-functional initiatives across departments to achieve business goals for bottom-line profits.
- Aligned organizational objectives with company mission to increase business growth and integrate work strategies.
- Cultivated a high-performance culture within the organization by setting clear expectations for employees at all levels, providing regular feedback, and recognizing achievement.
- Resolved issues and recommended actions based on production and compliance reports.
- Enhanced employee engagement and satisfaction through the implementation of comprehensive training programs and performance management systems.
- Established a successful partnership with key industry players, resulting in increased market share for the organization.
- Collaborated with legal, accounting and other professional teams to review and maintain compliance with regulations.
- Represented organization at industry conferences and events.
- Increased financial efficiency by streamlining budget processes and implementing cost-saving measures.
- Created strategies to increase client revenue and reduce client spending.
- Identified and investigated variances to optimize financial plans and forecasts.
- Optimized cash flow management strategies, ensuring sufficient funds were available for daily operations while maximizing returns on idle cash balances.
- Oversaw administrative staffing by recruiting, interviewing and onboarding new personnel.
- Managed high volumes of financial activity in fast-paced, risk-based corporate environment.
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Processed customer service orders promptly to increase customer satisfaction.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
VP Branch Manager
PNC Bank
03.2014 - 04.2018
- Hired and managed employees to maximize productivity while training staff on best practices and protocols.
- Spearheaded cross-functional initiatives across departments to achieve business goals for bottom-line profits.
- Aligned organizational objectives with company mission to increase business growth and integrate work strategies.
- Cultivated a high-performance culture within the organization by setting clear expectations for employees at all levels, providing regular feedback, and recognizing achievement.
- Developed annual branch business plans for maximum profitability and effectiveness.
- Adhered to all federal and state compliance guidelines for retail mortgage lending.
- Resolved issues and recommended actions based on production and compliance reports.
- Developed and executed targeted business development initiatives, leading to an expansion of the company''s client base.
- Established a successful partnership with key industry players, resulting in increased market share for the organization.
- Played a pivotal role in the development of corporate social responsibility programs, enhancing company reputation and fostering positive relationships with stakeholders.
- Spearheaded mergers and acquisitions efforts, successfully integrating acquired companies into existing operations without disrupting workflow or productivity.
- Launched successful recruitment campaigns targeting top-tier talent, resulting in improved workforce quality.
- Developed and implemented new strategies and policies to establish long-term business objectives and provide strong and sustainable organizational leadership.
- Directed market expansions to propel business forward, meet changing customer needs.
- Developed and implemented new strategies and policies in collaboration with executive partners to establish and achieve long-term business objectives, providing company with strong and sustainable organizational leadership.
- Streamlined operations to maximize business efficiency and profits.
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
Assistant Branch Manager
Regions Bank
11.2011 - 03.2014
- Supported the Branch Manager with daily tasks, ensuring smooth branch functioning and effective communication amongst team members.
- Trained and developed new team members in alignment with branch service standards and objectives.
- Monitored daily branch activities, quickly identifying areas requiring improvement or corrective action to maintain operational excellence.
- Oversaw successful completion of internal audits with minimal findings, demonstrating strong adherence to bank policies and regulations.
- Responded to customer concerns, working with manager to significantly raise customer satisfaction ratings.
- Supervised and evaluated staff to help improve skills, achieve daily objectives, and attain advancement.
- Provided expert financial advice on mortgage, educational and personal loans.
- Completed Monthly Audits in a timely manner.
- Educated customers on a variety of loan products and available credit options.
- Conducted weekly staff meetings to motivate staff members, address concerns, and questions, plan improvements and evaluate progress toward goals.
- Coordinated staff schedules, maintaining optimal staffing levels during peak business hours for improved customer experience.
- Reviewed credit applications for risk factors and credit worthiness.
Customer Service Coordinator
BBVA Compass Bank
09.2003 - 03.2011
- Responded to customer needs through competent customer service and prompt problem-solving.
- Coordinated order processing, shipping, and delivery schedules to ensure timely delivery of products to customers.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Managed high call volumes with exceptional professionalism, ensuring minimal wait times for customers.
- Coordinated logistics for customer orders.
- Responded to customer calls and emails to answer questions about products and services.
- Resolved concerns with products or services to help with retention and drive sales.
- Handled escalated customer issues with empathy and patience, working closely with management to reach satisfactory resolutions.
- Participated in company-wide initiatives aimed at enhancing the overall customer experience.
- Conferred with sales team members to evaluate processes and improve integration of after-sales assistance.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Took ownership of customer issues and followed problems through to resolution.
- Balanced cash drawer daily and resolved discrepancies to provide accurate data regarding cash flow.
- Disbursed cash and checks accurately while maintaining security of cash drawers.
- Balanced cash drawers daily, identifying discrepancies and taking corrective actions as needed.
- Processed customer transactions promptly, minimizing wait times.
- Promoted a welcoming atmosphere in the branch by greeting customers warmly upon arrival and addressing them by name when possible.
- Handled cash transactions efficiently while adhering to company cash handling policies, ensuring accuracy in all financial exchanges.
- Built relationships with customers to encourage repeat business.
- Assisted in training new staff members on company policies, product information, and sales techniques for a seamless onboarding experience.
- Developed new client relationships by actively engaging with potential customers and highlighting the benefits of our product offerings.
- Achieved monthly sales targets consistently by implementing effective sales strategies and maintaining a high level of product knowledge.
- Maximized profitability with strategic upselling techniques during one-on-one interactions with clients at the point of purchase.
- Utilized cross-selling techniques to introduce customers to complementary products, increasing average transaction size.
- Generated new sales leads to achieve and exceed monthly sales goals.
- Managed efficient cash register operations.
Education
Associate of Arts - Business
Santa Fe College
Gainesville, FL08.2006
High School Diploma -
Branford High School
Branford, FL06.1997
Skills
- Organizational Development
- Operations Management
- Corporate Communications
- Digital Transformation
- Strategic Planning
- Expense Reporting
- Scheduling
- Punctual and Dependable
- Honest and Trustworthy
- Networking in the Gainesville Market
- Benchmarks for customer growth and retention, revenue, and market share
- Serve on local board of directors for local nonprofit organization
Accomplishments
- Customer Relations - Earned highest marks for customer satisfaction, company-wide.
- Monetary Transactions - Handled cash, check, credit and automatic debit card transactions with 100% accuracy.
- Product Promotion - Up-sold products and motivated customers to upgrade current product plans.
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
- Supervised team of 10 staff members.
Timeline
VP Financial Manager
First Federal Bank
04.2018 - Current
VP Branch Manager
PNC Bank
03.2014 - 04.2018
Assistant Branch Manager
Regions Bank
11.2011 - 03.2014
Customer Service Coordinator
BBVA Compass Bank
09.2003 - 03.2011
Associate of Arts - Business
Santa Fe College
High School Diploma -
Branford High School