Louise Smith

Managed daily branch operations and ensured compliance with banking regulations.

• Oversaw team performance and provided coaching to enhance customer service skills.
• Implemented strategies to improve branch efficiency and streamline processes.
• Coordinated staff schedules to ensure optimal coverage during peak hours, enhancing customer service experience.
• Conducted regular performance reviews for all employees in the branch.
• Assigned duties to employees and examined work for accuracy, neatness and timeliness.
• Worked cross-functionally to plan and establish branch goals, supporting strategic objectives.
• Completed month-end and year-end closings, kept records audit-ready and monitored timely recording of accounting transactions.
• Organized professional development programs for employees at all levels of the organization.
• Developed strong relationships with new and existing clients to effectively address financial needs and foster branch loyalty.
• Resolved escalated customer complaints in a timely manner.
• Collaborated with the Security Department to address and mitigate fraudulent check attempts at the branch.
• Managed and inspired team members to perform to full potential, driving branch profitability.

Answered 9-1-1 calls from citizens who needed assistance(average 3000 calls per month)

Handled emergency calls with professionalism and urgency.

Managed high volumes of incoming calls from residents, ensuring efficient and courteous service.

Tracked cellphone locations to locate individuals during emergencies, enhancing response efforts.

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• Documented caller information accurately in the city's communication system.
• Provided information about city services and programs to callers.
• Resolved customer complaints promptly, improving overall caller satisfaction.
• Assisted in dispatching service requests to appropriate city departments.
• Provided training to fire dispatchers on operational procedures and best practices.

• Lateral transfer to Central Records department after 8 years where I wrote citizens reports, answered phones, filed , scanned reports