NANCY SMITH
Jacksonville,FL
Summary
Passionate leader in Member Experience, driving high-performance sales teams to consistently exceed goals while maintaining strong compliance standards. Skilled at developing talent, strengthening relationships, and leading cross-functional initiatives that deliver measurable growth. Recognized for spearheading process improvements that promote a culture rooted in accountability, excellence and continuous growth.
Overview
17
17
years of professional experience
Work History
MEC Consumer Sales-Supervisor/Assistant Manager
Community First Credit Union Of Florida
05.2023 - Current
- Coached and mentor team members in sales engagement, product specifications, sales incentives, and selling techniques, resulting in enhancing conversations and setting expectations.
- Partner with lending, marketing, and executive leadership to refine processes, strengthen cross-department collaboration.
- Develop dashboards and performance reports to provide executive leadership with actionable insights.
- Hosted one-on-one meetings with sales team members to remove roadblocks and offered insight into best remedy.
- Led community outreach events, engaging local audiences to boost brand awareness and relationship building.
- Collaborated with upper management to implement actions plans to exceed goals and KPI's.
- Proactively identified and resolved high-priority account issues, building trust and strengthening commitment to members.
Express Team-Supervisor
Community First Credit Union Of Florida
05.2023 - 04.2024
- Interacted with cross-functional support groups to manage day-to-day operations and identified and resolved operational problems using defined processes, expertise and judgment.
- Developed, recommended and implemented measures to improve productivity, performance, quality and career path for staff members.
- Defined key performance indicators for employees to define clear, attainable landmarks for performance measurement.
- Communicated policy updates and company information through team meetings, huddles and one-on-one development sessions.
- Documented coaching and development sessions, corrective actions and performance improvement plans to help staff meet key performance indicators.
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
- Assisted in recruitment to build team of top performers.
- Motivated sales team to exceed sales quotas through friendly competition and other incentive programs.
- Used key sales tactics to grow membership sales.
- Generated monthly sales reports and shared insights and recommendations to drive sales.
Branch MSR I/Express Team-MSR II
Community First Credit Union Of Florida
09.2019 - 05.2023
- Maintained knowledge of company products, services and procedures to better serve members and meet company goals.
- Enhanced member relationships by providing excellent service during each interaction.
- Reached out to members after completed sales to suggest additional service or product purchases.
- Engaged in conversation with members to understand needs, resolve issues and answer product questions.
- Educated members on variety of loan products and available credit options to promote valuable decision-making.
- Managed new leads, followed up on referrals and built a book of business.
- Exceed yearly sales goals and won the company annual games reward.
Assistant Branch Manager
Wells Fargo
05.2008 - 07.2019
- Monitored daily operations and supported Branch Manager in necessary duties.
- Trained and mentored a highly effective team of 10 to meet corporate service standards and to achieve target sales goals.
- Kept a book of business by building client rapport through frequent individualized recommendations for financial products and services.
- Worked with regulatory representatives to complete accurate filings and maintain compliance.
- Managed and inspired team members to perform to full potential, driving profitability.
Education
High School Diploma -
Robert E. Lee High School
Jacksonville, FLCUEP
08-2024
Skills
- Strategic Planning
- Staff Development
- Resolution-Oriented
- Sales Engagement Techniques
- Empowers High-Performing Sales Teams
- Trend Analysis
- Performance Coaching
- Business Development
- KPI Tracking
- Compliance Focused
SELECTED ACHIEVEMENTS
- Piloted a new team that focused on deepening and retaining relationships.
- Executed targeted call campaigns for daily maturing CDs, driving new business opportunities and member engagement.
- Improved in improving indirect onboarding workflows by developing standardized procedures and communication guidelines drive consistent results.
- Partnered with business intelligence to design dashboards tracking inactive accounts, enabling data-driven, informed decision-making.
- Worked closely with risk management and recovery teams to revamp loan workout procedures, enhancing efficiency and improving outcomes for both members and staff.
Timeline
MEC Consumer Sales-Supervisor/Assistant Manager
Community First Credit Union Of Florida
05.2023 - Current
Express Team-Supervisor
Community First Credit Union Of Florida
05.2023 - 04.2024
Branch MSR I/Express Team-MSR II
Community First Credit Union Of Florida
09.2019 - 05.2023
Assistant Branch Manager
Wells Fargo
05.2008 - 07.2019
High School Diploma -
Robert E. Lee High School
CUEP
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