Summary
Overview
Work History
Education
Skills
Timeline
Generic

Natashia Turnbow

Sacramento,California

Summary

Dynamic leader with extensive experience at Golden 1 Credit Union, excelling in team development and operational strategy. Proven ability to enhance member satisfaction through effective communication and project management. Skilled in analyzing processes for efficiency, fostering collaboration, and driving performance improvements, resulting in optimized service delivery and team productivity.

Overview

13
13
years of professional experience

Work History

Deposit Account Servicing Supervisor

Golden 1 Credit Union
12.2024 - Current
  • Assisted team in delivering high-quality customer service and resolving inquiries promptly.
  • Developed and implemented operational strategies aligned with the organization's goals, and working closely with executive leadership.
  • Adapted quickly to changing priorities, demonstrating flexibility in task execution.
  • Collaborated with other departments to optimize workflow processes, improving cross-functional communication and overall efficiency.
  • Fostered a culture of teamwork amongst employees which increased collaboration leading towards better servicing outcomes.
  • Develop and monitor key performance indicators (KPIs) to track progress and identify areas needing attention.

Associate Branch Manager IV

Golden 1 Credit Union
09.2023 - 12.2024
  • Assisted in daily branch operations, ensuring compliance with company policies and procedures.
  • Developed customer service strategies to enhance member satisfaction and retention.
  • · Analyze business processes to identify cost savings and operational efficiencies.
  • Collaborated with Senior Management to identify areas for process improvement within the branch.
  • Managed scheduling and staffing to optimize branch efficiency and productivity.
  • Ensured compliance with relevant policies and regulations and managed operational risks. Proactively identified risks and developed mitigation strategies.

Appointment and Advice Manager

Kaiser Permanente
05.2018 - 05.2023
  • Developed and implemented operational strategies to enhance team productivity.
  • Coordinated departmental activities to ensure efficient workflow and resource allocation.
  • Monitored project timelines and deliverables to maintain alignment with organizational goals.
  • Trained new staff on company policies, procedures, and best practices for optimal performance.
  • Built high-performing teams through effective recruitment, onboarding, and talent development initiatives

Contact Center Manager

Wells Fargo & Company
01.2013 - 05.2018
  • Led contact center operations, ensuring seamless workflow and adherence to service standards.
  • Implemented training programs, enhancing team performance and customer satisfaction metrics.
  • Analyzed call data to identify trends, improving response strategies and resource allocation.
  • Developed and enforced quality assurance protocols, maintaining high service level agreements.
  • Supported Senior Leadership with administrative and strategic needs

Education

Will C Wood High

Skills

  • Proven work experience as a team leader or manager
  • Staff training and development
  • Thorough knowledge of the Credit Unions strategic goals, business initiatives, and priorities
  • Effective oral, interpersonal, relationship, and written communication skills required to drive Retail Transformation
  • Strong project management skills to track multiple concurrent projects and follow-through with senior management as required keeping deliverables and deadlines on track to successful completion

Timeline

Deposit Account Servicing Supervisor

Golden 1 Credit Union
12.2024 - Current

Associate Branch Manager IV

Golden 1 Credit Union
09.2023 - 12.2024

Appointment and Advice Manager

Kaiser Permanente
05.2018 - 05.2023

Contact Center Manager

Wells Fargo & Company
01.2013 - 05.2018

Will C Wood High

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