Lori Moneyhun

Workforce Management:

• Handled all schedule-related requests, including PTO, shift swaps and overtime.
• Managed daily workflow by adjusting schedules as needed in response to changing customer demand.
• Maintained accurate records of all workforce analytics activities for easy reference when
  needed.
• Determined appropriate schedules and made adjustments to meet coverage and service objectives.
• Monitored real-time labor perform ance metrics and identified areas for improvement.
• Participated in meetings with department heads to discuss staff scheduling needs.
• Updated and maintained databases with current

Training / OJT (On-the-Job Training) Supervisor.

• Explained goals and expectations required of trainees.
• Identified areas where additional training may be needed for successful integration into
  the workplace culture.
• Selected and assigned instructors to conduct training.
• Conducted follow-up sessions to ensure that new hires were properly assimilating into the workplace environment.
• Gathered feedback from recently hired employees regarding their experience during onboarding.
• Conducted orientations for new hires, introducing them to company policies and procedures.
• Facilitated group discussions between experienced staff members and new hires to provide insight into job expectations.
• Used role-playing, lectures, and simulations to present information in variety of instructional techniques and formats.
• Mentored and coached newly hired employees in their roles and responsibilities.
• Assessed training needs through surveys, interviews with employees or focus groups.
• Demonstrated the use of computer systems, software applications, and other technology
  tools used by new hires.
• Monitored progress of each individual trainee during the onboarding period to ensure they are meeting expectations.
• Assessed the performance of each new hire throughout their onboarding process, providing feedback when necessary.
• Innovative ideas and solutions to enhance team performance and outcomes.
• Worked effectively in team environments to make the workplace more productive.

Supervisor: Credit Card Fraud

• Prepared reports on team performance, customer feedback, and operational metrics for senior management.
• Recruited and trained new employees to meet job requirements.
• Reviewed daily reports on call volume, sales, abandoned calls and other statistics.
• Identified areas where additional training was needed among existing staff members.
• Maintained strong call control and quickly worked through scripts to address problems.
• Conducted performance reviews of call center staff and documented results.
• Monitored call recordings to identify areas for improvement and compliance with
  protocols.
• Implemented strategies to improve customer satisfaction levels.
• Investigated difficult or complex inquiries from customers.
• Met or exceeded call speed, accuracy and volume benchmarks on consistent basis
• Delivered constructive call process feedback
• Reviewed customer complaints to determine appropriate methods for resolution.
• Identified and addressed training gaps to enhance team competency and efficiency.
• Participated in the recruitment and selection process for new team members.
• Led team meetings to update on goals, share best practices, and discuss improvements.
  
  

• Directed daily operations of the branch, including customer service, human resources,
  sales and marketing activities.
• Facilitated weekly meetings with staff members to discuss progress on current initiatives.
• Conducted regular performance reviews for all employees in the branch.
• Ensured compliance with established policies, procedures and regulations governing
  banking operations.
• Created reports summarizing operational performance metrics for senior management
  review.
• Managed staff scheduling, hiring and training processes.
• Developed strategies to increase customer satisfaction and loyalty.
• Performed regular audits of financial records in order to ensure accuracy.
• Resolved escalated customer complaints in a timely manner.
• Participated in community events to promote brand awareness.
• Assisted other branches when needed during peak periods or special projects.
• Provided guidance and support to team members regarding problem resolution and
  customer service issues.
• Implemented internal control procedures to minimize risk exposure and maximize
  profitability.
• Monitored financial performance of the branch on a monthly basis.
• Built strong rapport with new and existing clients to better serve financial needs and
  promote branch loyalty.
• Complied with company policies and government regulations to prevent and detect rule
  violations and protect organization from fines and lawsuits.
• Designed sales and service strategies to improve revenue and retention.
• Managed and inspired team members to perform to full potential, driving branch
  profitability.
• Disciplined employees to encourage compliance with company policies and procedures.
• Assigned duties to employees and examined work for accuracy, neatness and
  timeliness.
• Verified cash by balancing cash drawers and maintaining cash count records.
• Maintained consistent growth in accounts and receivables by obtaining and retaining
  loan borrowers.
• Increased efficiency and drove branch revenue by optimizing daily operations.
• Completed month-end and year-end closings, kept records audit-ready and monitored timely recording of accounting transactions.
• Checked payroll, vendor payments and other accounting disbursements for accuracy
  and compliance.
• Maintained regular performance appraisals for subordinates through verbal, written and
  on-going review programs.

• Started Greeneville with zero outstanding ledger and grew to four million plus gross ledger.
• Inspired team members to perform to their full potential.
• Exercised a degree of independent judgment in making decisions affecting employees
  and the work of the branch within company policies and guidelines.
• Subject matter expert on personal loan products
• Actively recruited and oversaw training for all new branch employees.
• Consistently complied with company policies and government regulations.
• Analyzed applicants; financial status, credit, and property evaluation to determine the feasibility of granting loans.
• Recruited and hired new branch employees.
• Mentored staff to increase sales success and productivity.
• Educated customers on the variety of loan products and available credit options.
• Implemented annual performance appraisals for all branch staff.

• Networked with customers and asked open-ended questions to determine what their immediate needs were.
• Maintained friendly and professional customer interactions.
• Offered direction and gave constructive feedback to motivate team members.
• Shared product knowledge with customers while making personal recommendations.
• Worked as a team member to provide the highest level of service to customers.
• Answered customer questions, and addressed problems and complaints in person and via phone.
• Demonstrated that customers come first by serving them with a sense of urgency.
• Opened and closed the store, which included counting cash drawers and making bank
  deposits.

• Directed specific questions to the appropriate branch personnel.
• Loaded consumer loan applications into the Loan Master loan processing program.
• Delivered prompt, accurate, and excellent customer service.
• Closed personal property and auto-secured loans.
• Called collection calls daily.
• Solicited renewals for existing customer loans.
• Completed loan paperwork on Section 32 mortgages.

• Performed audits of operational and financial areas to check compliance.
• Communicated audit findings by preparing final reports.
• Identified weakness and successes of existing control systems.
• Appraised adequacy of internal control systems by completing audit questionnaires.
• Performed research and due diligence to resolve issues in a timely manner.