Scott Furno
Summary
Driven by a strong work ethic and financial literacy, I excelled at USBank, enhancing customer satisfaction and branch performance through effective team supervision and relationship management. My background in behavioral health at Comprehensive Healthcare honed my client relationship skills, achieving significant improvements in service quality and operational efficiency.
Overview
29
29
years of professional experience
Work History
Substance Use Disorder Professional Trainee
Comprehensive Healthcare
03.2022 - Current
Behavioral Health Associate
Comprehensive Healthcare
10.2017 - 10.2022
Peer Support Counselor
Comprehensive Healthcare
10.2020 - 03.2022
Branch Manager
USBank
01.1999 - 11.2003
- Continuously monitored branch performance against key performance indicators, taking corrective actions as needed to ensure objectives were met or exceeded.
- Maintained friendly and professional customer interactions.
- Improved customer satisfaction ratings by enhancing service quality and resolving client issues promptly.
- Oversaw daily operations for streamlined efficiency, ensuring timely execution of tasks and optimal resource allocation.
- Implemented effective sales strategies to achieve branch targets and exceed expectations consistently.
- Evaluated employee performance regularly through appraisals and feedback sessions to facilitate continuous development of skills and knowledge base within the team.
- Strengthened relationships with key clients, securing long-term partnerships and driving revenue growth.
- Managed branch financials including budgeting, forecasting, and expense tracking for accurate reporting and decision-making support.
- Interviewed and hired talented individuals with top-level strengths, improving organizational talent, and skill set.
Assistant Branch Manager
USBank
01.1997 - 01.1999
- Supported the Branch Manager with daily tasks, ensuring smooth branch functioning and effective communication amongst team members.
- Trained and developed new team members in alignment with branch service standards and objectives.
- Monitored daily branch activities, quickly identifying areas requiring improvement or corrective action to maintain operational excellence.
- Oversaw successful completion of internal audits with minimal findings, demonstrating strong adherence to bank policies and regulations.
- Responded to customer concerns, working with manager to significantly raise customer satisfaction ratings.
- Supervised and evaluated staff to help improve skills, achieve daily objectives, and attain advancement.
- Enhanced customer satisfaction by providing exceptional service and addressing concerns promptly.
- Trained and mentored new employees, fostering a positive work environment that led to higher retention rates.
- Built rapport with account holders by reaching out with product recommendations and account updates.
- Coached and developed branch staff by offering constructive feedback and training opportunities.
Teller Supervisor
USBank
12.1995 - 01.1997
- Managed teller schedules, ensuring adequate staffing levels during peak business hours.
- Oversaw staff training initiatives, ensuring all tellers were knowledgeable about products, services, and operational procedures.
- Counted cash drawers and made bank deposits.
- Maintained strong knowledge of bank products, services, procedures and regulatory requirements to assist staff members with questions and difficult or complex tasks.
- Provided exceptional customer service during high-volume periods, demonstrating professionalism under pressure.
- Conducted regular performance evaluations for teller staff, identifying areas for improvement.
- Examined tellers' reports of daily transactions for accuracy.
- Assisted in recruiting new tellers, conducting interviews and making hiring recommendations based on candidate qualifications.
- Collaborated with management to establish branch goals, developing strategies to achieve them.
- Maintained compliance with all regulatory requirements, regularly reviewing policies and procedures.
- Completed highly accurate, high-volume money counts via both manual and machine-driven approaches.
Education
Associate of Science - Substance Use Disorder
Yakima Valley College
Yakima, WA12.2024
Associate of Arts - Business Administration
Yakima Valley College
Yakima, WA06.1993
Skills
- Financial Literacy
- Team Collaboration
- Customer Service
- Customer Relationships
- Excellent time management skills
- Excellent work ethic
- Coaching and Mentoring
- Team Supervision
- Relationship building and management
- Client Relationship Management
- Employee Development
- Branch Operations Management
Timeline
Substance Use Disorder Professional Trainee
Comprehensive Healthcare
03.2022 - Current
Peer Support Counselor
Comprehensive Healthcare
10.2020 - 03.2022
Behavioral Health Associate
Comprehensive Healthcare
10.2017 - 10.2022
Branch Manager
USBank
01.1999 - 11.2003
Assistant Branch Manager
USBank
01.1997 - 01.1999
Teller Supervisor
USBank
12.1995 - 01.1997
Associate of Science - Substance Use Disorder
Yakima Valley College
Associate of Arts - Business Administration
Yakima Valley College