Miriam Lawniczek
Endicott
Summary
Professional with strong background in member service. Skilled in enhancing operational efficiency, driving growth, and fostering team collaboration. Known for adaptability to changing needs and effective problem-solving. Expertise in strategic planning, customer service, and financial oversight. Reliable leader focused on achieving results and empowering teams.
Overview
1
1
Certification
27
27
years of professional experience
Work History
Branch Manager
Broadview Federal Credit Union
Vestal, NY
11.2021 - Current
- Led branch operations, ensuring compliance with regulations and policies.
- Developed and implemented strategies to enhance member services and satisfaction.
- Mentored staff, fostering professional growth and improving team performance.
- Analyzed financial reports to drive strategic decision-making and operational improvements.
- Established partnerships with local businesses to promote credit union services and community involvement.
- Managed budgeting processes, optimizing resource allocation for maximum efficiency.
- Conducted regular training sessions to ensure staff remained knowledgeable on products and services.
- Oversee marketing initiatives, increasing branch visibility and member engagement through targeted campaigns.
- Continuously monitored branch performance against key performance indicators, taking corrective actions as needed to ensure objectives were met or exceeded.
- Maintain friendly and professional customer interactions.
- Improve member satisfaction ratings by enhancing service quality and resolving client issues promptly.
- Oversee daily operations for streamlined efficiency, ensuring timely execution of tasks and optimal resource allocation.
- Evaluate employees performance regularly through appraisals and feedback sessions to facilitate continuous development of skills and knowledge base within the team.
- Collaborate with senior leadership on strategic planning initiatives to align branch objectives with corporate goals.
- Manage branch financials including budgeting, forecasting, and expense tracking for accurate reporting and decision-making support.
- Reduced employee turnover by fostering a positive work environment and offering competitive compensation packages.
- Submitted loan applications to underwriter for verification and recommendation.
- Conducted regular financial reviews and audits, identifying and resolving discrepancies promptly.
- Increase member satisfaction with personalized banking solutions, tailoring services to meet individual financial goals.
Member Service Advisor
SEFCU
Vestal, Ny
07.2016 - 10.2021
- Facilitated member inquiries, providing accurate information on products and services.
- Resolved member concerns efficiently, ensuring high satisfaction rates and loyalty.
- Assisted in account management processes, enhancing overall service delivery.
- Streamlined operational workflows, improving response times for member requests.
- Assisted in organizing promotional events to drive new memberships, resulting in higher sign-up rates for the branch.
- Supported branch management with administrative tasks such as reporting, data analysis, and performance tracking to enhance overall operational efficiency.
- Acted as a trusted advisor for members, providing expert guidance on financial products and services while upholding the highest levels of integrity and professionalism.
- Mentored new hires, providing extensive training on company policies and procedures to ensure seamless integration into the team.
- Consistently met or exceeded performance targets for key metrics, demonstrating a strong commitment to achieving organizational goals.
- Proactively identified potential risks in member accounts, taking immediate action to prevent losses or fraud incidents.
- Contributed to positive workplace culture by actively participating in team-building activities and sharing best practices with colleagues.
- Conducted regular financial reviews for members, identifying opportunities for product upgrades or additional services.
- Educated and engaged customers with new bank products and services.
- Opened customer accounts and provided deposit and withdrawal receipts.
- Resolved customer issues through thorough dispute investigation.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Maintained up-to-date knowledge of product and service changes.
- Identified and resolved discrepancies and errors in customer accounts.
Member Specialist
SEFCU
Vestal, NY
10.2014 - 07.2016
- Provided exceptional member service, addressing inquiries and resolving issues efficiently.
- Facilitated member account openings and closings, ensuring compliance with policies and procedures.
- Educated members on financial products, promoting informed decision-making and engagement.
- Managed membership database, ensuring accurate record-keeping and timely updates as needed.
- Handled sensitive member information, maintaining strict confidentiality at all times.
- Promoted a culture of continuous learning by sharing best practices among team members for improved performance across the board.
- Managed cash drawer operations, balancing daily transactions and minimizing discrepancies.
- Disbursed cash and checks accurately while maintaining security of cash drawers.
- Balanced cash drawers daily, identifying discrepancies and taking corrective actions as needed.
- Processed customer transactions promptly, minimizing wait times.
- Promoted a welcoming atmosphere in the branch by greeting customers warmly upon arrival and addressing them by name when possible.
Customer Service Manager
Olum's of Binghamton, INC
Johnson City, NY
11.2003 - 10.2014
- Led customer service team to enhance satisfaction and retention through effective training and support initiatives.
- Streamlined communication processes between departments to improve response times and resolve customer inquiries efficiently.
- Developed and implemented performance metrics to evaluate team effectiveness and identify areas for improvement.
- Facilitated conflict resolution strategies, ensuring positive outcomes in challenging customer interactions.
- Mentored staff on best practices in customer engagement, fostering a culture of continuous improvement.
- Took ownership of customer issues and followed problems through to resolution.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Managed complex customer issues effectively, navigating multiple internal resources to identify and implement the best possible solutions.
- Conducted regular performance evaluations for team members, identifying areas for improvement and creating targeted action plans.
- Collaborated with upper management to improve customer service processes and support structures company-wide.
- Researched and corrected customer concerns to promote company loyalty.
- Facilitated clear communication between departments, ensuring seamless resolution of customer concerns in a timely manner.
- Created and reviewed invoices to confirm accuracy.
- Oversaw implementation of new CRM systems, enhancing data accuracy and accessibility for the customer service department.
Assistant Manager
Kentucky Fried Chicken
Binghamton, NY
06.1999 - 10.2002
- Supervised daily operations to ensure efficient workflow and high-quality service.
- Trained and mentored staff on operational procedures and customer service excellence.
- Implemented inventory management practices to reduce waste and improve stock accuracy.
- Developed scheduling systems to optimize labor costs while meeting demand needs.
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Maintained a clean, safe, and organized store environment to enhance the customer experience.
- Developed strong working relationships with staff, fostering a positive work environment.
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
- Improved customer satisfaction by addressing and resolving complaints promptly.
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
- Mentored junior staff members in their professional development by offering guidance/support in their assigned roles.
Education
High School Diploma -
Binghamton High School
Bingen, WA06-2000
Skills
- Branch operations management
- Customer relationships
- Excellent time management skills
- Excellent work ethic
- Attention to detail
- Relationship building and management
- Verbal/written communication
- Decision-making
- Product training
- Proficient in MS office
- Conflict resolution
- Banking
- Risk mitigation
- Key performance indicators
- Reliable
- Strong interpersonal skills
- Excellent communication skills
- Multi-tasking
Certification
- CNP - Certified Notary Public
Timeline
Branch Manager
Broadview Federal Credit Union
11.2021 - Current
Member Service Advisor
SEFCU
07.2016 - 10.2021
Member Specialist
SEFCU
10.2014 - 07.2016
Customer Service Manager
Olum's of Binghamton, INC
11.2003 - 10.2014
Assistant Manager
Kentucky Fried Chicken
06.1999 - 10.2002
High School Diploma -
Binghamton High School
Key Responsibilities
- - Lead a retail banking branch team focused on delivering exceptional member service and positive member experiences.
- - Bring Broadview FCU's mission, vision, and values to life by ensuring outstanding member and employee experiences.
- - Serve as a dynamic leader and "player-coach," modeling and coaching employees on member advocacy, relationship building, business development, and service excellence.
- - Deepen member relationships by identifying needs and recommending appropriate products and services.
- - Develop employees through performance evaluations, coaching conversations, feedback, succession planning, and individualized development plans.
- - Ensure continuous staff training and development through direct observations, performance dashboard reviews, goal tracking, and regular team meetings.
- - Maintain expertise in Credit Union products, services, policies, and procedures.
- - Drive branch performance by achieving operational objectives while ensuring compliance with all policies, procedures, regulatory requirements, and audit standards.
- - Monitor branch facilities, including building maintenance and safety standards, to provide a positive and secure environment for members and staff.
- - Represent Broadview FCU in the community through volunteer events, committees, and community engagement initiatives.
- - Foster a productive, positive, and engaging work environment that promotes teamwork, accountability, and high performance.
- - Provide daily support and leadership to branch staff while maintaining a consistent in-branch presence.
Key Achievements
- - Consistently delivered an exceptional member experience, resulting in increased member satisfaction and loyalty.
- - Successfully coached and developed team members, creating a strong pipeline of internal talent and succession candidates.
- - Improved branch performance through effective leadership, sales coaching, and relationship-building strategies.
- - Maintained operational excellence by ensuring compliance with Credit Union policies, NCUA regulations, and audit requirements.
- - Enhanced employee engagement through regular coaching, performance management, and professional development initiatives.
- - Collaborated cross-functionally to improve scheduling efficiency, service delivery, and overall branch effectiveness.
- - Led a high-performing branch team while maintaining a positive work environment focused on employee growth and member success.