Laura DuShane
Carmel,IN
Summary
Senior Manager with extensive operations experience. Experienced in regulatory compliance, project management to include development, testing and implementing new products and services. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
Overview
8
8
years of professional experience
Work History
Electronic Services Manager
Finance Center Federal Credit Union
01.2007 - 08.2008
- Acted as project manager for Finance Center Federal Credit Union's Electronic Platform and Services. Developed, tested, and implement new services as they became available in the market place. This included the management and development of staff in multiple departments that worked in support roles under the electronic services division.
- Managed senior-level personnel that worked in support roles for the electronic services division.
- Supervised the Technical Operations Manager who was responsible for the credit unions ATM Program that included all off site ATM machines, maintenance, ATM surveillance systems, branch security, ATM hardware, software and communication systems related to ATMs and branch security.
- Supervised the Visa card services Manager responsible for the Visa plastics program.
- Served as Keeper of the Records for the Credit Union and had a support staff of 6 that maintained all hardcopy, electronic copies and microfilm documents that included member statements, Visa statements, teller transaction vouchers, vehicle collateral, loan files, investment certificates and all Finance Center Fed CU employee files.
- Supervised the Trust and Investment Manager responsible for CDs, IRA deposits and distributions, Trusts accounts and handled all affidavits, court documents and payouts due to the death a member.
- Supervised the Call Center Manager with a staff of 10.
- Acted as the EAUC director for the Credit Union's Federal Reserve account.
- Planned, created, tested and deployed system life cycle methodology to produce high quality systems to meet and exceed customer expectations.
- Hired, trained and supervised team of service staff members to meet business goals.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Successfully managed budgets and allocated resources to maximize productivity and profitability.
- Developed and maintained relationships with external vendors and suppliers.
- Implemented process improvement to shape organizational culture, optimize procedures for higher efficiency and help company evolve and grow.
Call Center Manager
Finance Center Federal Credit Union
05.2004 - 12.2006
- Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
- Increased efficiency and productivity through effective staff training regarding customer service protocols and call resolution techniques.
- Minimized workflow issues by cross-training staff on technical procedures, protocols and customer service practices.
- Demonstrated enthusiastic support of corporate mission, core values and long term objectives.
- Managed projects assigned by Vice President of Operations and other divisions within the credit union when related to Retail Branch Operations.
District Retail Sales and Operations Manager
Finance Center Federal Credit Union
06.2000 - 05.2004
- Managed one or more retail banking centers
- Assisted in recruiting, hiring and training of team members.
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Monitored daily cash discrepancies,
- Analyzed and reported on key performance metrics to senior management.
- Interacted well with customers to build connections and nurture relationships.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
Education
High School Diploma -
LAWRENCENT NORTH HS
Indianapolis, IN06.1988
Skills
- Regulations Compliance
- Employee Relations
- Conflict Resolution
- Critical Thinking
- Project Management
- Documentation and Reporting
- HR policies
- Computer literacy
Timeline
Electronic Services Manager
Finance Center Federal Credit Union
01.2007 - 08.2008
Call Center Manager
Finance Center Federal Credit Union
05.2004 - 12.2006
District Retail Sales and Operations Manager
Finance Center Federal Credit Union
06.2000 - 05.2004
High School Diploma -
LAWRENCENT NORTH HS
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