Dedicated banking professional with a strong foundation in account services, member relationship building, and financial education. Recognized for leadership through awards and peer mentoring, demonstrating commitment to team success and exceptional member service.
Overview
6
6
years of professional experience
Work History
CCO MSR III
Navy Federal Credit Union
Quantico
06.2025 - Current
Recognized for high performance after transitioning to CCO Account Services, earning the Q3 Salute to Service Award and SSP Award within the first 6 months.
Selected to expand skill set across Certificates, IRAs, and Account Services Peer Support, demonstrating strong working knowledge of MSR-CCO responsibilities and ability to support team operations.
Provide side-by-side mentoring and guidance to peers, including supporting 3 employees transitioning from branch to CCO, with a focus on building confidence with the change to a fully remote environment.
Actively contributes to process improvement efforts by identifying gaps and providing feedback that resulted in at least one completed manual update and additional updates in progress currently.
Support training and growth initiatives to support our active duty members by providing resources and real-life scenarios (including my personal PCS orders) to improve back-office and frontline team resources.
Recognizes the need to implement new tools and effectively spearheaded a competition leading to the team improving overall and individual Member Insights Viewed metrics.
Demonstrate effective communication and leadership by partnering with MSCCP and being a guest speaker in a Military Spouse Coffee Connect, as well as contributing to and appearing in a Military Appreciation Month marketing video.
MSR III
Navy Federal Credit Union
Quantico
11.2024 - 06.2025
Promoted in Nov 2024 and supported newer team member as first point of contact for procedural questions, team huddle partner, and growth mentor to enhance onboarding experience.
Led Coconut team and served as IRA and Trust Specialist while engaging in Community Service Council to drive community initiatives.
Branch IRA and Trust Specialist
Navy Federal Credit Union
Quantico
02.2024 - 06.2025
Began working as an IRA specialist in Feb 2024, making it a point to bridge the gap between branch and NFIS through this role.
Referred over 10 IRA members to NFIS for additional servicing within the first 6 months of working as an IRA Specialist.
Directly assisted NFIS with establishing 2 different members’ accounts.
Assisted daily in opening and servicing IRA and Trust accounts within branch.
MSR II
Navy Federal Credit Union
Quantico
03.2023 - 11.2024
Focused mostly on learning my basic role and the company culture at NFCU before seeking further growth opportunities as they presented themselves.
Became a Branch Coconut Lead, MSR New Hire Mentor, and IRA/Trust Specialist before first work anniversary.
Exceeds Expectations PAR in 2023 and 2024.
Customer Service Rep Float
Virginia Partners Bank
Fredericksburg
11.2021 - 03.2023
Provided staffing for assistant manager and teller positions at 4 different branches in the Fredericksburg and Reston, VA areas.
Established new customer personal and business accounts.
Regularly serviced functions pertaining to online banking, debit card services, loan processing, fee evaluations, among other actions.
Continued to perform all teller duties while also acting as branch leadership and head teller based on branch and team need.
Accounts Payable Clerk
Virginia Partners Bank
Fredericksburg
03.2021 - 03.2023
Processed all bills into the appropriate GL accounts.
Printed and mailed all payments on a weekly basis.
Processed new vendor and employee profiles to ensure prompt payment of approved invoices.
Part Time Teller
Virginia Partners Bank
Fredericksburg
04.2021 - 11.2021
Regularly processed over $40k in cash transactions by hand daily.
Acted as part of the vault custodian team ensuring shipment was processed timely and customer requests fulfilled, including foreign currency requests.
Assoc.Customer Solutions Rep
Alphatec Spine Inc
Carlsbad
07.2020 - 09.2020
Verified timely and accurate receipt of medical supplies by processing accounts receivable invoices.
Education
BACHELOR OF SCIENCE - Sustainable Supply Chain Management, History
Louisiana Tech University
05-2020
Skills
IRA and Trust Services
Customer relationship management
Cash Handling
Data entry and analytics
Microsoft proficiency
Planning and organization
Collaboration skills
Conflict Resolution
Hobbies and Interests
Volunteerism
Continuing education
Impactful Change
Timeline
CCO MSR III
Navy Federal Credit Union
06.2025 - Current
MSR III
Navy Federal Credit Union
11.2024 - 06.2025
Branch IRA and Trust Specialist
Navy Federal Credit Union
02.2024 - 06.2025
MSR II
Navy Federal Credit Union
03.2023 - 11.2024
Customer Service Rep Float
Virginia Partners Bank
11.2021 - 03.2023
Part Time Teller
Virginia Partners Bank
04.2021 - 11.2021
Accounts Payable Clerk
Virginia Partners Bank
03.2021 - 03.2023
Assoc.Customer Solutions Rep
Alphatec Spine Inc
07.2020 - 09.2020
BACHELOR OF SCIENCE - Sustainable Supply Chain Management, History
<ul>
<li>Operational Support - Serving as a trusted vault custodian to assist in branch operational support, such as opening, closing, balancing ATMs, cash management, branch differences, ATM claims, and assisting team leaders. Currently acting as the Workforce Management Liaison in the branch to produce schedules for the team.</li>
<li>Mentoring - Assists in mentoring and coaching new and tenured team members in developing the necessary skills for the demands of NFCU's enterprise strategy. Current mentee to one tenured MSR and one untenured. Contributed to the training of five ATM/vault custodians.</li>
<li>Trusted Partner - Meeting branch digital targets for new and existing members by assisting and educating members to leverage the benefits of ATM usage, digital products, and services penetration. Consistent top OneView user.</li>
<li>Currently serving as a Quality Assurance Champion, working with branch leaders to help maintain focus on quality assurance as a critical and central aspect of each team member’s day-to-day function. Assists in quarterly quality control checks, and weekly internal audits.</li>
<li>Change Agent - Subject Matter Expert for the Coconut Pilot. Currently participating in pilots for MORE and Business Solutions to provide critical feedback to help improve process and member experience.</li>
<li>Member-centric universal MSR who consistently receives high marks and positive comments from BES.</li>
</ul> at NFCU, Avenues Jacksonville, AVW<ul>
<li>Operational Support - Serving as a trusted vault custodian to assist in branch operational support, such as opening, closing, balancing ATMs, cash management, branch differences, ATM claims, and assisting team leaders. Currently acting as the Workforce Management Liaison in the branch to produce schedules for the team.</li>
<li>Mentoring - Assists in mentoring and coaching new and tenured team members in developing the necessary skills for the demands of NFCU's enterprise strategy. Current mentee to one tenured MSR and one untenured. Contributed to the training of five ATM/vault custodians.</li>
<li>Trusted Partner - Meeting branch digital targets for new and existing members by assisting and educating members to leverage the benefits of ATM usage, digital products, and services penetration. Consistent top OneView user.</li>
<li>Currently serving as a Quality Assurance Champion, working with branch leaders to help maintain focus on quality assurance as a critical and central aspect of each team member’s day-to-day function. Assists in quarterly quality control checks, and weekly internal audits.</li>
<li>Change Agent - Subject Matter Expert for the Coconut Pilot. Currently participating in pilots for MORE and Business Solutions to provide critical feedback to help improve process and member experience.</li>
<li>Member-centric universal MSR who consistently receives high marks and positive comments from BES.</li>
</ul> at NFCU, Avenues Jacksonville, AVW
Member Service Representative III (MSR III) at Northwest Federal Credit UnionMember Service Representative III (MSR III) at Northwest Federal Credit Union