Shannon Gourlay Martin

• Maintained a 100% audit passing rate across all assigned branches, demonstrating exceptional operational discipline and risk management throughout tenure as Branch Operations Partner.

• Drove daily operational excellence across multiple branch locations, improving efficiency, streamlining processes, and elevating overall branch performance.

• Strengthened the risk and compliance environment by supporting mitigation strategies, executing critical control measures, and ensuring accurate interpretation and implementation of policies.

• Resolved operational and client issues with clarity and sound judgment, guiding teams through complex disputes and enabling high‑quality decisions that improved client satisfaction.

• Enhanced cross‑functional alignment by partnering closely with branch and area leadership and coordinating efforts with Compliance, Technology, and Fraud to support seamless execution.

• • Delivered ongoing training on policies and procedures and effectively communicated operational changes to ensure consistent adoption and adherence across all teams.

• Prepare employee documentation, routine evaluation measures and recommendations
• Encourage employee development and help promote staff from within through coaching
• 80% retention rate during recent company merger and heavy open market
• 3 of 4 employees directly coached were promoted within the company
• Reached bonus earnings quota 95% of quarters over 10 years within same branch
• Administrate all operational work relating to audits, retainment, filing, and scheduling

• Supervised employees and assessed performances to determine training needs
• Empowered and developed associates for growth
• Introduced higher standards for customer service and increased efficiency by streamlining operations

• Promoted to Officer Status December 2011
• Top mortgage sales referrer 2008 with $8M in closings
• Completed loan applications and closings for Personal & Business clients
• Conducted warm & cold sales calls
• On the job trainer for new/promoted FSRs