An empathetic and organized leader with 5+ years of experience in banking industry trends, operational risk mitigation, and document management. A goals-driven professional with 10+ years of experience in restaurant and hospitality industry leadership. Diligent trainer and mentor promoting an engaging, empowering work culture. Experience includes assisting Navy Federal Credit Union's Real Estate Lending, Business Membership, Credit Cards, and Consumer Loans departments when there was a business need, becoming highly adaptable in acquiring new business unit skillsets alongside existing job duties. Proficient in resource allocation to ensure exceptional member service and cross-departmental collaboration with colleagues, management, and stakeholders to reach a common goal.
Work History
Bread Manager
Black Bear Bread Company
04.2021 - 06.2023
Supports and empowers team by implementing production efficiency strategies and welcoming creative, dynamic ideas
Cross-trains existing employees to maximize team agility and performance
Manages employee onboarding procedures, maintains recipe manual, and communicates effectively between departments to prioritize labor management
Created an Excel document for bread ordering to maintain a consistent timeline of product delivery and sales trends
Manages wholesale accounts, ensuring timely responses to client requests and concerns
Compiles data highlighting key metrics to report information, determine trends and identify methods for improving store results
Diversified bakery operations by leading baking demonstrations and classes
Working knowledge of Toast production software (i.e. POS, Reporting & Analytics)
Maintained cleanliness and hygiene in bakery premises
Member Relations Advisor
Navy Federal Credit Union
11.2018 - 04.2021
Analyzed member data via Salesforce and provided recommendations to improve member experience
Conducted research, identified solutions and responded to members within outlined service level agreements
Led over 15 team meetings and facilitated team engagement activities Conducted quality control testing and provided constructive feedback to peers
Created job aids with Excel and PowerPoint to enhance advisor confidence in presenting products and services
Digital Servicing Specialist
Navy Federal Credit Union
10.2017 - 11.2018
Assisted members in identifying website and application issues and explained solutions to restore service and functionality
Exercised patience and understanding when assisting technologically inexperienced members
Created multiple job aids, PowerPoints, and Word documents for the "Bridging the Gap" project, a presentation of Digital Services processes and technical jargon for Account Services front line employees
Invited to Zelle introduction meeting alongside stakeholders and delivered product inferences to teams before the hard launch
Attended fraud workshops on phishing and data breaches to relay to the Digital Services team
Education
Associate of Science - Culinary Arts & Hospitality Management
Pensacola State College
Pensacola, FL
12.2016
Skills
Managing Operations and Efficiency
Holiday Baking
Strategic Planning
New Recipe Testing
Project Management
Baking Equipment Troubleshooting
Scheduling and Coordinating
Delegating Assignments and Tasks
Loss Minimization
Team Leadership
Contract Development and Management
Staff Management
Supplier Relations
Issue and Conflict Resolution
Employee Training
Invoice Reconciliation
Finance and Accounting Operations
Managing Employee Relations
Coaching and Mentoring
Timeline
Bread Manager
Black Bear Bread Company
04.2021 - 06.2023
Member Relations Advisor
Navy Federal Credit Union
11.2018 - 04.2021
Digital Servicing Specialist
Navy Federal Credit Union
10.2017 - 11.2018
Associate of Science - Culinary Arts & Hospitality Management
Pensacola State College
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