Pamela Thomas- Smith
Olive Branch,MS
Summary
Enterprising Branch Manager successful in leading every facet of new and ongoing business operations. Strategic thinker and tactical decision-maker with passion for serving customers and exceeding expectations. Creative problem solver skilled at de-escalating situations and driving positive change.
Overview
15
15
years of professional experience
Work History
Branch Manager
Heights Finance Corporation
08.2025 - Current
- Playing a crucial role in setting the standards on delivering exceptional service to both new and existing customers, guiding them through the process of securing the financial services they need
- Driving Branch Growth: Implementing marketing plans, building business relationships, and manage daily operations to meet goals.
- Lead Loan Processes: Oversee new and refinanced loans, ensuring compliance and delivering outstanding customer service
- Addressing Delinquency: Proactively manage delinquent accounts with urgency
- Being a Hands-On Leader: Set the standard for customer service and sales, addressing customer concerns with professionalism
- Developing My Team: You're not just a manager—you're a coach, mentor, and career developer
- Leading by example, inspire growth, and foster a culture where customer service excellence and strong relationships are at the core of everything we do
- Managing Performance: Conduct evaluations, offer feedback, and partner with Talent Acquisition for recruitment efforts
- Ensuring Efficient Operations: Handle scheduling, payroll, and expenses to ensure smooth branch operations
- Utilized financial software to prepare consolidated financial statements.
- Maintained friendly and professional customer interactions.
- Interviewed and hired talented individuals with top-level strengths, improving organizational talent, and skill set.
- Met deadlines by proactively managing individual and team tasks and streamlining processes.
- Enhanced branch production rates by handling staff conflicts, evaluations, hiring, and termination processes and coaching employees on company protocol and payroll operations.
- Consulted customers to boost product sales and services.
- Examined customer loan applications for loan approvals and denials.
- Complied with regulatory guidelines and requirements.
- Submitted loan applications to underwriter for verification and recommendation.
- Evaluated and negotiated contracts to procure favorable financial terms.
- Developed strategic plans for day-to-day financial operations.
- Prepared internal and regulatory financial reports, balance sheets and income statements.
- Created financial dashboards to provide insights into key performance indicators.
Chief Executive Officer
Potters Hand Outreach Ministry
07.2024 - Current
- Act as the figurative head of the organization when communicating with stockholders, government entities and the general public.
- Lead the development of the organization’s long- and short-term strategies.
- Manage overall operations and make major decisions affecting the organization.
- Manage the organization’s resources.
- Negotiate or approve agreements and contracts for the organization.
- Manage company organizational structure.
- Communicate with the board of directors.
- Assess and minimize risks to the company.
- Set strategic goals.
- Provide company-wide leadership.
- Serve as the company’s primary spokesperson.
- Identify and address companywide problems.
- Develop and uphold the company’s culture and mission/vision.
- Implement strategic plans by working with senior stakeholders.
- Evaluate and track the success of the company in reaching its goals.
- Managed partnerships and strategic business relationships by negotiating contract terms and handling conflicts.
- Built productive relationships with industry partners and competitors to support strategic business objectives.
- Cultivated forward-thinking, inclusive, and performance-oriented business culture to lead industry in innovation and push progress.
- Reviewed individual department performance and worked with leadership to improve processes, procedures, and practices.
- Developed key operational initiatives to drive and maintain substantial business growth.
- Updated business processes, products, and team makeups to generate more business opportunities and cater to audience needs.
- Analyzed and tracked business metrics and made appropriate adjustments to meet supply and demand needs.
- Identified new revenue generation opportunities to maximize bottom-line profitability.
- Procured and coordinated new resources to achieve sales targets within optimal timeframes.
- Negotiated with suppliers and delivery workers and ordered materials according to forecasted customer demand.
- Engaged positively with staff and leadership colleagues, soliciting and encouraging feedback and collaborative spirit.
- Made large-scale financial decisions and supervised company spending to reduce material losses and maximize profits.
- Represented organization at industry conferences and events.
- Managed financial, operational and human resources to optimize business performance.
- Analyzed industry trends and tracked competitor activities to inform decision making.
- Oversaw divisional marketing, advertising and new product development.
Business Development/Branch Operations
Liberty Bank & Trust Co
03.2022 - 08.2025
- Manages the growth and development of the branch by managing budgets, executing marketing plans, build relationships with our retailers, and managing the daily activities of the staff.
- Develops relationships and opportunities with qualified prospects and plays a key role in the conversion of prospects into customers.
- Determines the appropriate tactics to initiate contact with prospects via phone, mail, or other strategy.
- Manager and grow an established customer portfolio.
- Assist the commercial lenders with consumers related referrals of loans and deposits as needed.
- Contributes to the achievement of the branches overall goals to generate new consumer, mortgage, commercial loan and Insurance Agency leads (where applicable).
- Greets customers in the lobby, drive thru and/or on the phone.
- Opens new deposit accounts.
- Identifies and initiates sales opportunities.
- Assists all retail related positions as needed/assigned.
- Adheres to branch security procedures.
- Answers all accounts and banking-related inquiries.
- Builds and maintains customer relations by providing high-quality services.
- Responsible for working the u Open Console Deposits and Loans as assigned.
- Processes monthly and daily reports as required.
- Organized professional with expertise in managing resources and optimizing performance. Proficient in providing valuable insights and supporting decision-making processes. Committed to enhancing productivity and contributing to overall success.
- Paid attention to detail while completing assignments.
- Skilled at working independently and collaboratively in a team environment.
- Developed strong communication and organizational skills through working on group projects.
- Adaptable and proficient in learning new concepts quickly and efficiently.
- Proved successful working within tight deadlines and a fast-paced environment.
- Identified issues, analyzed information and provided solutions to problems.
- Versatile professional with strong problem-solving skills and history of adapting to diverse challenges. Applies innovative solutions and technical expertise to deliver exceptional results. Committed to streamlining processes and advancing organizational objectives.
- Worked effectively in fast-paced environments.
- Organized and detail-oriented with a strong work ethic.
- Gained strong leadership skills by managing projects from start to finish.
- Worked well in a team setting, providing support and guidance.
- Passionate about learning and committed to continual improvement.
- Demonstrated creativity and resourcefulness through the development of innovative solutions.
- Learned and adapted quickly to new technology and software applications.
- Gained extensive knowledge in data entry, analysis and reporting.
- Participated in team projects, demonstrating an ability to work collaboratively and effectively.
- Provided professional services and support in a dynamic work environment.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Goal-oriented professional with proven success in applying analytical skills to solve complex problems and overcome challenges. Dedicated to enhancing team performance and driving business success.
- Acted as a team leader in group projects, delegating tasks and providing feedback.
- Applied effective time management techniques to meet tight deadlines.
- Excellent communication skills, both verbal and written.
- Developed and maintained courteous and effective working relationships.
- Completed paperwork, recognizing discrepancies and promptly addressing for resolution.
- Demonstrated leadership skills in managing projects from concept to completion.
- Delivered services to customer locations within specific timeframes.
- Demonstrated strong organizational and time management skills while managing multiple projects.
- Managed time efficiently in order to complete all tasks within deadlines.
- Self-motivated, with a strong sense of personal responsibility.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
Branch Manager
Heights Finance Corporation
10.2021 - 03.2022
- Manages the growth and development of the branch by managing budgets, executing marketing plans, build relationships with our retailers, and managing the daily activities of the staff.
- Participates in the interviewing and selection of branch hires.
- Train and develop new hires and existing Team Members to meet branch goals and readying them for a future career path.
- Manage and provide guidance on new and refinanced loans.
- Proactively manage delinquent accounts by consulting with customers on loan payments for past due accounts.
- Provide a high level of customer service and responds to customer concerns.
- High School Degree or equivalent, 2-3 years of related experience and/or training; or equivalent combination of education and experience. Higher education such as Associate or Bachelor’s Degree is preferred.
- Minimum of two years’ experience in the consumer lending or banking industry.
- Skilled in sales and/or knowledge of sales development strategies.
- Ability to delegate, motivate, and lead team to achieve branch goals.
- Ability to multitask and effectively manage time.
- Enhanced branch production rates by handling staff conflicts, evaluations, hiring, and termination processes and coaching employees on company protocol and payroll operations.
- Met deadlines by proactively managing individual and team tasks and streamlining processes.
- Maintained friendly and professional customer interactions.
- Interviewed and hired talented individuals with top-level strengths, improving organizational talent, and skill set.
- Complied with regulatory guidelines and requirements.
- Submitted loan applications to underwriter for verification and recommendation.
- Examined customer loan applications for loan approvals and denials.
- Consulted customers to boost product sales and services.
- Designed and maintained financial models to identify and measure risks.
- Checked payroll, vendor payments, commissions and other accounting disbursements for accuracy and compliance.
- Evaluated and negotiated contracts to procure favorable financial terms.
- Established internal audit procedures to validate and improve accuracy of financial reporting.
- Established and checked coding procedures, monitored reports and updated internal files.
- Conducted financial due diligence on potential investments and acquisitions.
- Created and managed financial models to evaluate corporate investments and acquisitions.
- Prepared cash flow projections, cost analysis and monthly, quarterly and annual reports.
- Supported financial director with special projects and additional job duties.
- Implemented and regularly reviewed financial controls to generate accurate and reliable financial data.
- Performed banking, business administration and financial tasks to guarantee five-star service for clients.
- Created financial dashboards to provide insights into key performance indicators.
- Developed strategic plans for day-to-day financial operations.
- Analyzed business processes to identify cost savings and operational efficiencies.
- Reviewed historical records, current operational data and forecasting information to identify and capitalize on system enhancement opportunities.
- Improved overall financial reporting by streamlining control processes and reporting structures.
- Collaborated with C-level executives and stakeholders to develop long-term financial plans.
- Utilized financial software to prepare consolidated financial statements.
- Prepared internal and regulatory financial reports, balance sheets and income statements.
- Complied with established internal controls and policies.
Retail Branch Manager
Woodforest National Bank
07.2019 - 08.2021
- Responsible for the growth of consumer and business customer relationships, community engagement, and instore partner relationships while delivering excellent customer service continuously.
- Achieve branch sales and revenue goals by proactively identifying, marketing, and recommending banking products and services beneficial to the customer.
- Recruit, train retain and motivate staff to ensure profitability, sales, customer experience, compliance, and growth objectives for assigned branches within the region.
- Develop and lead innovative strategies to grow, retain and deepen consumer and business relationships.
- Demonstrate prudent expense management.
- Perform branch servicing duties such as paying and receiving, cash and vault balancing; ordering cash, cards, reports, audits, and control checks; maintain and service automated teller machines.
- Lead, partner and execute a community engagement strategy with a Community Development Relationship Manager in order to be an engaged and intrinsic community partner.
- Maintained friendly and professional customer interactions.
- Interviewed and hired talented individuals with top-level strengths, improving organizational talent, and skill set.
- Met deadlines by proactively managing individual and team tasks and streamlining processes.
- Enhanced branch production rates by handling staff conflicts, evaluations, hiring, and termination processes and coaching employees on company protocol and payroll operations.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Submitted loan applications to underwriter for verification and recommendation.
- Examined customer loan applications for loan approvals and denials.
- Consulted customers to boost product sales and services.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
- Identified and communicated customer needs to supply chain capacity and quality teams.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Defined clear targets and objectives and communicated to other team members.
- Reduced waste and pursued revenue development strategies to keep department aligned with sales and profit targets.
- Launched quality assurance practices for each phase of development
- Leveraged data and analytics to make informed decisions and drive business improvements.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Streamlined and monitored quality programs to alleviate overdue compliance activities.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Successfully managed budgets and allocated resources to maximize productivity and profitability.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Developed detailed plans based on broad guidance and direction.
- Planned, created, tested and deployed system life cycle methodology to produce high quality systems to meet and exceed customer expectations.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
- Established team priorities, maintained schedules and monitored performance.
- Managed senior-level personnel working in marketing and sales capacities.
- Controlled resources and assets for department activities to comply with industry standards and government regulations.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Set aggressive targets for employees to drive company success and strengthen motivation.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
Store Manager
Neighborhood Title and payday loans
02.2014 - 07.2019
- Supervised the daily operations of the store and trained staff in providing excellent in customer service with a mindset of revenue growth through sales.
- Maintained compliance with state, federal, and local regulations.
- Managed customer accounts and resolve issues.
- Oversaw the recruitment and onboarding of new staff.
- Detailed contracts to customers and verified that loan applications were complete and accurate.
- Consistently met sales goals through strategic sales techniques.
- Ensured customer retention by managing accounts and providing excellent customer service.
- Coached sales associates in product specifications, sales incentives, and selling techniques, significantly increasing customer satisfaction ratings.
- Managed store employees successfully in fast-paced environment through proactive communication and positive feedback.
- Maintained proper product levels and inventory controls for merchandise and organized backroom to facilitate effective ordering and stock rotation.
- Promoted team collaboration, performance, and efficiency by fostering healthy environments focused on mutual success.
- Set effective store schedules based on forecasted customer levels, individual employee knowledge, and service requirements.
- Maximized sales and minimized shrinkage through excellent customer service and adherence to standard practices.
- Rotated merchandise and displays to feature new products and promotions.
- Approved regular payroll submissions for employees.
- Managed inventory control, cash control, and store opening and closing procedures.
- Monitored daily cash discrepancies, inventory shrinkage and drive-off.
- Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
- Reduced operational risks while organizing data to forecast performance trends.
- Managed purchasing, sales, marketing and customer account operations efficiently.
- Assisted with hiring, training and mentoring new staff members.
- Upheld and communicated store programs and standards to employees for optimal quality, freshness, safety and cleanliness.
- Supervised guests at front counter, answering questions regarding products.
- Reconciled daily sales transactions to balance and log day-to-day revenue.
- Negotiated price and service with customers and vendors to decrease expenses and increase profit.
- Implemented innovative programs to increase employee loyalty and reduce turnover.
- Identified and qualified customer needs and negotiated and closed profitable projects with high success rate.
- Reduced budgetary expenditures by effectively negotiating contracts for more advantageous terms.
- Trained and guided team members to maintain high productivity and performance metrics.
- Updated and resolved incidents and managed accessorial charges objectively while maximizing profit.
- Launched staff engagement, gender diversity and cultural programs in addition to robust reporting tool that increased operational quality.
- Assisted in recruiting, hiring and training of team members.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Implemented business strategies, increasing revenue, and effectively targeting new markets.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Supervised creation of exciting merchandise displays to catch attention of store customers.
- Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
- Reduced financial inconsistencies while assessing and verifying billing invoices and expense reports.
- Raised property accuracy and accountability by creating new automated tracking method.
- Reported issues to higher management with great detail.
- Tracked trends and suggested enhancements to both challenge and refine company's product offerings.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Interacted well with customers to build connections and nurture relationships.
- Completed point of sale opening and closing procedures.
Customer Service Account Representative
Mississippi Title loans Inc
01.2011 - 01.2013
- Provided excellent customer service and assistance with loan requests.
- Processed loans and ensured all contracts were complete and compliant.
- Supported corporate marketing initiatives.
- Posted payments and processed ACH accounts.
- Collected payments on delinquent accounts.
- Increased revenue and met sales goals through up-selling of additional loans and services.
- Responded to customer requests for products, services, and company information.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Met customer call guidelines for service levels, handle time and productivity.
- Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
- Promptly responded to inquiries and requests from prospective customers.
- Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Investigated and resolved customer inquiries and complaints quickly.
- Increased efficiency and team productivity by promoting operational best practices.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Resolved associate, tool and service delivery issues revealed by statistical reports.
- Maintained up-to-date knowledge of product and service changes.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Cross-trained and provided backup support for organizational leadership.
- Identified and resolved discrepancies and errors in customer accounts.
- Managed timely and effective replacement of damaged or missing products.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Delivered prompt service to prioritize customer needs.
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Educated customers about billing, payment processing and support policies and procedures.
- Cross-trained and backed up other customer service managers.
- Trained new personnel regarding company operations, policies and services.
- Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
- Implemented and developed customer service training processes.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Maintained clean and orderly checkout areas by mopping floors, emptying trash cans and wiping down surfaces.
- Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
- Collected and returned unpurchased or returned items to correct shelf locations and arranged displays to promote sales.
- Created and maintained detailed database to develop promotional sales.
- Responded proactively and positively to rapid change.
- Sought ways to improve processes and services provided.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Investigated and resolved accounting, service and delivery concerns.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Trained staff on operating procedures and company services.
Education
BBA - Business Administration And Management
Strayer University
Norfolk, VA05.2014
Skills
- Finance
- Banking
- Accounting
- Fundraising
- Sales Operations
- Team Leadership
- Problem Solving
- Business Development
- Business-to-Business (B2B)
- Customer Relationship Management (CRM)
- Debt Collection
- Phone Etiquette
- Written Communication
- Underwriting
- Credit Analysis
- Decision-Making
- Observation
- Strategic Thinking
- Planning Budgeting & Forecasting
- Community Engagement
- Conflict Management
- Interpersonal Skills
- Relationship Building
- Web Conferencing
- Delegation
- Team Building
- Marketing Strategy
- Collaborative Problem Solving
- Portfolio Management
- Cash Flow
- Financial Audits
- Sales and Marketing
- Sales Processes
- Data Analysis
- Financial Analysis
- Public Relations
- Coaching
- Customer Experience
- Bank Reconciliation
- Account Reconciliation
- Cash Receipts
- Sales Effectiveness
- Market Planning
- Strategic Partnerships
- Teamwork
- Communication
- Training and Development (HR)
- Cash
- Recruiting
- Analytical Skills
- Customer Service Management
- Team Management
- Employee Relations
- Training
- Customer Base
- Account Management
- Cash Balance
- Store Management
- Operational Risk Management
- Business Relationship Management
- Sales
- Cash Handling
- Attention to Detail
- Customer Service
- Contract Recruitment
- Time Management
- Supervisory Skills
- Cash Posting
- Hiring
- Financial Reporting
- Loan Origination
- Cash Management
- Employee Training
- Credit
- Customer Retention
- People Management
- Leadership
- Customer Support
- Office Administration
- Organization Skills
- Inventory Management
- Auditing
- Relationship building and management
- Account analysis expertise
- Expert in risk management
- Cash handling expertise
Timeline
Branch Manager
Heights Finance Corporation
08.2025 - Current
Chief Executive Officer
Potters Hand Outreach Ministry
07.2024 - Current
Business Development/Branch Operations
Liberty Bank & Trust Co
03.2022 - 08.2025
Branch Manager
Heights Finance Corporation
10.2021 - 03.2022
Retail Branch Manager
Woodforest National Bank
07.2019 - 08.2021
Store Manager
Neighborhood Title and payday loans
02.2014 - 07.2019
Customer Service Account Representative
Mississippi Title loans Inc
01.2011 - 01.2013
BBA - Business Administration And Management
Strayer University
Locations
- Olive Branch, Olive Branch, Mississippi
- Memphis, Memphis, Tennessee
- United States