Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Professional Reference
Timeline
Generic

Pamela Cassidy

Lawrenceville,GA

Summary

To obtain a long-term career with a corporation that will allow the utilization of my sales leadership, operations, technical, customer service, managerial, coaching and financial background to make an impact toward its overall growth and success.

Overview

19
19
years of professional experience
1
1
Certification

Work History

Director of Retail Sales

Georgia United Credit Union
08.2019 - Current
  • Provides leadership to Retail Market Managers and 14 branch leaders with a total staff count of 118 team members through effective coaching, goal setting, delegation, and communication.
  • Plan and conducts leadership meetings with team to evaluate and redefine goals for effective branch operations.
  • Collaborates with HR to document performance and corrective actions as needed.
  • Streamline branch operations for improved efficiency.
  • Listens and resolves team member and escalated member concerns, and effectively uses information to coach managers to enhance service provided within their branches
  • Oversees to ensure operational soundness of business. Ensures line of business complies with business standards and applicable laws and regulations.
  • Expanded organization's footprint by identifying strategic locations for retail branch locations, overseeing launch success.
  • Optimized staff scheduling based on branch needs, ensuring proper coverage while maintaining payroll budget constraints.
  • Ensures that Retail Market Managers, Branch Managers, and team members have tools and information needed to support company goals and perform effectively in their roles.
  • Introduced tailored incentive programs that motivated employees to exceed performance targets consistently.
  • Fosters positive work environment that empowered employees, resulting in high levels of staff engagement and retention.
  • Oversee employee performance, corrected problems, and increased efficiency to maintain productivity targets.
  • Exceeds sales objectives, increasing profitability through effective coaching and development.
  • Conducts consistent meetings with sales team to identify selling hurdles and offered insight into best remedy.
  • Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
  • Collaborated cross-functionally with other leaders throughout organization.

Branch Manager

Georgia United Credit Union
11.2017 - 08.2019
  • Interviewed and hired talented individuals with top-level strengths, improving organizational talent, and skill set.
  • Responsible for directing and administering branch sales, service, goals, budgets, operations, and executing on overall performance.
  • Increased sales revenue by developing and implementing effective sales strategies.
  • Coach, evaluate, and develop team members to ensure that effective member services and financial counseling is provided to all members and potential members.
  • Assisted clients in selecting appropriate loan products for their needs, resulting in higher member satisfaction.
  • Collaborated with cross-functional teams to drive alignment on key initiatives impacting overall member experience.
  • Ensured operational soundness of branch location.

Licensed Financial Center Manager III

Fifth Third Bank
05.2015 - 11.2017
  • Increased employee productivity by encouraging and coaching to success.
  • Enhanced customer satisfaction
  • Developed and maintained strong relationships with key stakeholders, ensuring smooth communication and collaboration across departments.
  • Implemented cost-saving measures to reduce operational expenses.
  • Oversaw recruitment, hiring, and onboarding processes to ensure skilled workforce capable of meeting center objectives.
  • Promoted culture of teamwork through effective leadership, open communication channels, and regular team-building activities.
  • Successfully resolved client concerns by actively listening to their needs and proposing viable solutions that met their expectations.
  • Collaborated closely with other department managers to align goals, share knowledge, and boost overall center performance.
  • Introduced various initiatives aimed at improving employee engagement levels within workplace which led to reduced turnover rates amongst staff members.
  • Interacted well with customers to build connections and nurture relationships.
  • Trained and guided team members to maintain high productivity and performance metrics.
  • Handled problematic customers and clients.
  • Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
  • Reduced operational risks while organizing data to forecast performance trends.

Personal Banker

Fifth Third Bank
05.2006 - 05.2015
  • Improved customer satisfaction by providing personalized banking solutions and exceptional service.
  • Generated new business by conducting thorough financial needs assessments and offering tailored products to clients.
  • Enhanced client retention with proactive follow-ups and timely resolution of account issues.
  • Streamlined daily operations, ensuring accurate transaction processing and efficient customer service delivery.
  • Boosted sales of bank products through effective cross-selling and up-selling techniques.

Relationship Manager

LaSalle Bank
11.2005 - 05.2006
  • Enhanced customer satisfaction by addressing and resolving customer queries, concerns, and complaints in timely manner.
  • Developed long-term relationships with customers through personalized interactions, ensuring loyalty and repeat business.
  • Delivered exceptional after-sales support by maintaining regular contact with clients, ensuring their continued satisfaction with purchased products or services.
  • Proactively identified opportunities for upselling or cross-selling additional products/services during interactions with existing customers.
  • Assisted customers with opening accounts and signing up for new services.
  • Assisted in organizing and overseeing assignments to drive operational excellence.

Personal Banker

SunTrust Bank
01.2005 - 11.2005


  • Improved customer satisfaction by providing personalized banking solutions and effectively addressing client concerns.
  • Exceeded sales goals with proactive cross-selling of bank products and services to meet client needs.
  • Maintained compliance in all transactions, adhering to bank policies and regulatory requirements.
  • Collaborated with team members to achieve high levels of customer service.
  • Handled cash transactions accurately, maintaining proper security measures to prevent theft or fraud incidents.
  • Maintained in-depth product and service knowledge for well-informed customer advice.
  • Resolved customer complaints and disputes to maintain satisfaction and loyalty.
  • Maintained operational sound work

Education

High School Diploma -

Sloan-Hendrix High School
Imboden, AR
05.1996

Skills

    • Problem-Solving
    • Effective Communication
    • Staff Training and Development
    • Project Management
    • Sales Management
    • Cross-functional Teamwork
      • Risk Management
      • Goal Setting
      • Teamwork and Collaboration
      • Hiring and Training
      • Employee Retention
      • Coaching and Mentoring

Accomplishments


  • 5/3 - Mid-South Leadership Team 2016
  • 5/3 - Retail Leader of the Year 2016
  • 5/3 - Georgia Leadership Financial Center Manager Team 2016-2017
  • President's Circle Awards at Fifth Third Bank in 2007, 2008, 2009, 2012, 2013, 2014, and 2015

Certification

  • Life, Health, and Variable Annuity License – License #P227946
  • Series 6
  • Series 63
  • Series 65


* Licenses not appointed with current employer

Professional Reference

Vonda Bledsoe, Regional Branch Director: 706-581-4936



Timeline

Director of Retail Sales

Georgia United Credit Union
08.2019 - Current

Branch Manager

Georgia United Credit Union
11.2017 - 08.2019

Licensed Financial Center Manager III

Fifth Third Bank
05.2015 - 11.2017

Personal Banker

Fifth Third Bank
05.2006 - 05.2015

Relationship Manager

LaSalle Bank
11.2005 - 05.2006

Personal Banker

SunTrust Bank
01.2005 - 11.2005

High School Diploma -

Sloan-Hendrix High School

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Pamela Cassidy