Michael Tolson

• Provides guidance and supervision to Assistant Branch Managers as well as all branch team members to ensure attainment of key performance indicators. Responsibilities encompass interviewing, managing performance, coaching individuals for growth and recognition programs while implementing appropriate corrective actions when necessary.
• Support branch operations by delivering high-level guidance and communication for internal and external members regarding operational queries, risk management, and handling all HR matters for internal team members and external applicants.
• Elevated branch sales and service performance through focus on member education utilizing extensive expertise in Credit Union products and services. Autonomously led the promotion of core purpose alignment along with growth objectives and profitability while integrating new products, technologies,and processes for optimized efficiency.
• Solves complex member issues by employing strong problem-solving abilities, thoughtful decision-making, and a commitment to finding solutions. Demonstrates an unwavering dedication to retaining and reclaiming members.
• Collaborates with peers from various Credit Union departments to successfully execute organization-level projects in the Member Experience division.
• Successfully prepared branch location's annual budget while effectively managing operating expenses.
• Maintaining adequate branch staffing to meet member needs.
• Takes on the duties of Teller, Lead Teller, Member Service Representative, and Senior Member Service Representative when needed.
• Ensures a heightened level of awareness at all times, promptly reporting any irregularities in behavior, activity, or patterns.
• Enhances the visibility of Jeanne D'Arc Credit Union by actively participating in community involvement opportunities, including memberships in organizations, business networks, and sponsorship of events.

• Managed branch office operations with focus on operational efficiency and compliance with policies such as lobby management, outbound calling, and business calls.
• Identified and recommended appropriate products to surpass individual branch sales objectives by effectively meeting members' financial needs.
• Planned and implemented programs to meet branch sales, budget, and market share goals.
• Identified appropriate products and advised members on how to improve their financial well-being.
• Assists staff to resolve any operational issues that may arise; possess a working knowledge of all line duties.
• Dedicated involvement in CU's community/civic engagement program by actively taking part in community events.
• Dedicated to expanding expertise by actively engaging in cross training on necessary functions.
• Participated in and successfully completed all mandatory training and online assignments to ensure regulatory compliance.

-Delivered exceptional customer service and coaches/ motivates team to deepen existing customer relationships and acquire new customers

-Managed the delivery of customer first service excellence.

- Responsible for the administration of sales, service, operational efficiency, risk applications, internal control and Human Resources management activities to meet bank objectives for the branch.

- Developed a culture within the branch in which quality and continuous improvement on all performance accountabilities are understood and utilized by all employees.

- Ensured the team is focused on the acquisition of new business and personal relationships and the retention and expansion of existing relationships.

- Coached and motivated branch team members/,Implements strategies to reduce overhead, and is responsible for managing branch P & L

- Directed the development, implementation and use of productive sales strategies and techniques, generating additional bank business through any mean or channel provided by the Bank. Focused on increasing Bank products and services, sales, number of clients, its business relation with the bank and always following the established policy and procedures. Formulated and executed a customized team plan to acquire new, retain and grow existing SME and personal relationships.

- Managed, coached, directed and motivated every branch team member to promote and maximize sales opportunities. Takes responsibility for delivering Customer First Service Excellence which meets and exceeds the customers’ expectations.

- Participated in branch functions and community activities to promote bank's image and growth ensured that the Bank maintains a strong local presence.

- Maintained branch security and conducted branch audits as per schedule.

• Managed a multifaceted medium sized business with 3 locations  and 6 departments.
• Responsible for overseeing departmental teams including Service, Sales, Warehouse, Office, Accounting, and Delivery.
• Developed and shared best practices across the company, including establishing new delivery systems and procedures to enhance customer service and client satisfaction.
• Oversaw the development and launch of  new technology upgrades and process improvements such as a new POS system and new accounting systems resulting in higher efficiency and productivity.
• Recruited, hired and over saw the training of  new employees for all departments.
• Optimized the overall customer experience through systematic review of the process flows and the subsequent improvements.
• Researched and administered new delivery system, Dispatch Tracker, that allowed drivers to create a more efficient and accurate route reducing overtime by 10% and fuel costs by 30%.
• Increased sales by 20% through new creative marketing, E-Commerce and sales goal setting.
• Managed payroll and time and attendance systems. 
• Established and reviewed departmental goals with the staff. 
• Evaluated operational records and made scheduling adjustments to maximize efficiency.
• Created training procedures targeted at resolving even the most difficult customer issues.
• Developed, implemented and monitored programs to maximize customer satisfaction.

• Created and executed a business plan to become one of the top Producers in the Company and the Realtor Organization.
• Became a North Central Mass Top Producer within 2 years of joining the company and was in that list every year.
• Attained REMAX's Top sales awards 5 years in a row.
• Received customer service awards for delivering exceptional service throughout the customers buying or selling experience.

• Ensured complete satisfaction for the largest client at State Street while managing a group of individuals that maintained the records of over 150 mutual funds.
• Spoke with brokers and client on a daily basis to correct any issues, trading, cash or otherwise in a timely fashion to guarantee complete satisfaction to the client.
• Worked diligently with teammates and supervisor to relieve as much risk from State Street as possible and to efficiently complete all tasks at hand and increase productivity.

• Completed new fund packages, post information to State Street systems for new business, completed reconciliation of new business to prior custodians records, assisted with ad hoc requests, communicated with Team Leader on status of reconciliation process and parallel process.
• Reconciled trust assets to participants account balances.

• Maintained detailed book of accounts on accounting and custody for domestic and international mutual funds using an online financial reporting system.
  
• Worked in a team environment to provide superior service to the client under tight deadline requirements.
• Trained new employees on procedures and core operating standards of the organization.Prioritize workload in an efficient manner to maintain maximum productivity.