MICHELLE GORDON
Lorton
Summary
Motivated Bank Manager passionate about providing excellent customer service and exceeding expectations. Talented professional well-versed in service marketing and credit union offerings. Friendly and adaptable professional with remarkable leadership and program management skills.
Committed to cultivating lasting relationships while achieving organizational goals through strategic initiatives.
Overview
27
27
years of professional experience
Work History
Branch Manager
Commonwealth One Federal Credit Union
03.2020 - Current
- Coached and built team by evaluating and offering constructive feedback to personnel.
- Deployed resources to optimize individual and team performance, as well as team development plan management.
- Boosted and maintained staff morale, conducting daily huddles to communicate goals, strategies, and new initiatives.
- Verified branch operations daily with checks on processes and staff activities
- Provided sales leadership to secure franchise growth.
- Set up tracking and accountability systems for employees to reduce errors.
- Showed accountability by taking ownership of the business and a willingness to make customer-focused decisions.
- Administered branch sales, service, and operational activities in line with the company's vision and goals.
- Fostered a diverse team environment by establishing clear objectives for each employee.
- Identified opportunities to deepen relationships, increase client acquisition, and improve service levels.
- Fostered a collaborative work culture through relationship-driven approaches and effective conflict mediation.
- Supported compliance-enforcing policies.
- Bolstered members' loyalty and satisfaction, building a trusting rapport and offering individualized service.
- Enhanced department performance by recruiting, hiring, and training qualified personnel.
- Created success-oriented team environment focused on professional development and empowering leadership.
Branch Manager/Vice President of Operations
AB&W Credit Union, Inc.
07.1998 - 03.2020
- Direct and supervise daily branch operations, ensuring regulatory compliance, accuracy, and efficiency.
- Drove revenue growth by developing strategic initiatives and improving branch performance.
- Recruited, trained, and coached staff, fostering a collaborative and high-performing team culture.
- Oversaw payment services, including EFT, wires, and return items, ensuring compliance and timely processing.
- Managed vendor relationships and served as liaison with third-party payment providers.
- Strengthened risk management processes, monitored fraud trends, and implemented preventive measures.
- Led successful internal and external audits, maintaining strict quality control and data confidentiality.
- Enhanced member satisfaction by resolving escalated service issues and providing personalized financial solutions.
- Analyzed transaction data to recommend process improvements and optimize cash management procedures.
- Oversaw business continuity testing, reporting, and year-end/monthly reconciliations for accuracy and compliance.
Education
Business Administration And Management
St. Catherine Corporate Learning Campus
High School Diploma -
Charlemont High
Skills
- Branch operations management
- Financial account analysis
- Excellent work ethic
- Accounts payable and receivable
- Member relationships and Service excellence
- Attention to detail
- Understanding of financial products
- Expert in risk management
LANGUAGE
English Native
Timeline
Branch Manager
Commonwealth One Federal Credit Union
03.2020 - Current
Branch Manager/Vice President of Operations
AB&W Credit Union, Inc.
07.1998 - 03.2020
Business Administration And Management
St. Catherine Corporate Learning Campus
High School Diploma -
Charlemont High
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