Luevenia Harris

• Achieved exceptional member satisfaction with survey results surpassing the regional goal of 92%, including one quarter with a perfect 100% score. These results reflect continuous improvement over the last three quarters.

• Developed a one-pager system to track One View totals, Branch Experience Satisfaction, and training items, linking team efforts to Navy Federal’s Enterprise Strategy and boosting team alignment.

• Promoted financial health by coordinating seven financial health presentations, including mortgage lobby days, women’s financial health events, and Girl Scouts workshops, increasing member engagement and community outreach.

• Led team development resulting in three promotions and one team member converting to permanent status by implementing individual development plans and conducting quarterly developmental 1:1 sessions.

• Maintained high compliance by reducing the branch error rate below the regional cumulative, with decreases in CIP errors (38.5%), Funds Availability errors (14.3%), and Signature/ID errors (8.3%) through regular huddles and training sessions with the Operational Soundness Champion.

• Improved turnover rates with a 1st-year turnover average of 85.7% and overall turnover reduced to 66.7%, using strategies like new hire weekly check-ins, peer interviews, and the Start Stop Change Continue activity.

• Achieved recognition as the Q2 Business Excellence Strategy Award winner in the Carolina Region for exceptional leadership in driving results and promoting a diverse, inclusive workplace.

• Achieved excellent NFLC training completion rates of 100% for the Tenured TL and MSR Curriculums, ensuring team members met critical training milestones.

• Organized four quarterly team-building activities, enhancing team cohesion and professional relationships, with all team members attending and participating.

• Analyzed and resolved member account issues, improving member satisfaction by offering tailored solutions for auto loans, debt consolidation, savings secured loans, and personal loans.

• Processed various loan applications and ensured the proper handling of member titles for submission to collateral control.

• Identified cross-selling opportunities, increasing product penetration by 15% through educating members on Navy Federal’s offerings.

• Trained new hires on cash handling and procedural tasks, ensuring seamless operations and compliance with company policies.

• Directed multi-teller operations, maintaining 100% accuracy in cash transactions and reconciliation for over 10 consecutive quarter's.

• Exceeded sales goals by 125% through proactive client engagement and cross-selling of banking products.

• Trained and mentored new tellers, resulting in a 20% reduction in onboarding time and improving teller performance.

• Ensured compliance with regulatory requirements such as the Bank Secrecy Act and OFAC by conducting regular audits and staff training.