Michelle O'Connell
Miller Place,NY
Summary
Accomplished branch manager with expertise in operational management and regulatory compliance. Skilled in staff training and leading initiatives to improve customer acquisition and streamline processes.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Floating Branch Manager
Suffolk Credit Union
Medford, NY
01.2026 - Current
- Led multi-regional marketing initiatives to increase customer acquisition and brand visibility.
- Oversaw daily branch operations, ensuring adherence to policies and efficient service delivery.
- Managed branch compliance with regulatory guidelines and internal policies.
- Evaluated staff performance and facilitated training programs to enhance skills and service quality.
- Developed a scheduling system for 11 branch leaders to use to book coverage based on location and staffing need. This eliminated our email request system and provided a more streamlined coverage requesting system.
Floating Assistant Branch Manager
Suffolk Credit Union
Medford, New York
10.2023 - 01.2026
- Led and directed staff to maintain efficient branch operations.
- Streamlined branch workflows through process improvements, enhancing operational efficiency.
- Resolved member inquiries and issues, fostering positive member experiences.
- Supervised teller duties including balancing cash drawers and verifying accuracy of transactions.
- Performed financial transactions such as deposits, withdrawals, transfers, loan payments.
- Provided bank leadership in absence of branch manager.
Head Teller/Senior Financial Services Representative
Suffolk Credit Union
Sayville, New York
07.2021 - 10.2023
- Supervised daily operations of the teller line and staff workflow.
- Ensured compliance with credit union policies and banking regulations.
- Trained new tellers on cash handling and customer service procedures.
- Assisted members with account inquiries and transaction processing.
- Coordinated team schedules to optimize service efficiency during peak hours.
- Completed monthly audits and managed overdraft reports.
- Conducted periodic audits of branch operations to ensure compliance with established policies.
Financial Services Representative
Suffolk Credit Union
Eastport, New York
07.2019 - 07.2021
- Demonstrated expertise in product knowledge and sales to identify and recommend appropriate products and services to clients.
- Processed loan applications and evaluated credit for clients, facilitating informed lending decisions.
- Answered customer inquiries promptly and completely, supporting a seamless service experience.
- Resolved member issues, contributing to enhanced customer satisfaction and loyalty.
- Collaborated with team members to enhance service delivery and operational efficiency.
Call Center Supervisor
Suffolk Credit Union
Riverhead, New York
07.2018 - 07.2019
- Resolved escalated customer issues using effective communication strategies to ensure customer satisfaction.
- Monitored team performance, delivering constructive feedback to support individual growth.
- Trained new employees on customer service protocols and software to enhance service quality.
- Developed team schedules to ensure adequate coverage during peak hours.
- Collaborated with management to implement process improvements and best practices.
Call Center Representative
Suffolk Credit Union
Riverhead, New York
01.2017 - 07.2018
- Resolved customer complaints through effective communication and problem-solving.
- Resolved customer inquiries, questions and concerns to consistently offer quality service and meet performance benchmarks.
- Handled high call volumes while maintaining a professional demeanor.
- Assisted members with account inquiries and transaction requests.
- Processed loan applications and provided detailed product information.
Operations Assistant
The Neefus Stype Agency
Aquebogue, New York
09.2015 - 08.2016
Sales Specialist
Lowes Home Improvment
Riverhead, New York
03.2013 - 09.2015
Education
Some College (No Degree) - Liberal Arts
Suffolk County Community College
Selden, NYSkills
- Team Leadership
- Process Improvement
- Financial Transaction Handling
- Conflict Resolution
- Customer Experience Enhancement
Certification
- NYS Notary Public
- NMLS
Timeline
Floating Branch Manager
Suffolk Credit Union
01.2026 - Current
Floating Assistant Branch Manager
Suffolk Credit Union
10.2023 - 01.2026
Head Teller/Senior Financial Services Representative
Suffolk Credit Union
07.2021 - 10.2023
Financial Services Representative
Suffolk Credit Union
07.2019 - 07.2021
Call Center Supervisor
Suffolk Credit Union
07.2018 - 07.2019
Call Center Representative
Suffolk Credit Union
01.2017 - 07.2018
Operations Assistant
The Neefus Stype Agency
09.2015 - 08.2016
Sales Specialist
Lowes Home Improvment
03.2013 - 09.2015
Some College (No Degree) - Liberal Arts
Suffolk County Community College