Summary
Overview
Work History
Education
Skills
Timeline
Generic

Shannon Zagroba

Reedsburg

Summary

Dynamic professional with extensive experience at WCCU, excelling in branch operations management and customer service. Proven track record in coaching staff and implementing process improvements, enhancing efficiency and satisfaction. Skilled in regulatory compliance and staff recruitment, fostering a culture of excellence that consistently exceeds performance targets. Known for adaptability to changing needs and effective problem-solving. Expertise in strategic planning, customer service, and financial oversight. Reliable leader focused on achieving results and empowering teams.

Overview

20
20
years of professional experience

Work History

Branch Manager Assistant

WCCU
05.2025 - Current
  • Led daily branch operations, ensuring compliance with policies and procedures.
  • Oversaw staff performance, providing coaching and feedback to enhance service quality.
  • Managed customer service inquiries, resolving issues to maintain satisfaction levels.
  • Implemented process improvements to streamline workflows and enhance efficiency.
  • Monitored financial transactions, ensuring accuracy and adherence to regulatory standards.
  • Reduced employee turnover by fostering a positive work environment.
  • Submitted loan applications to underwriter for verification and recommendation.
  • Fostered culture of excellence and accountability, resulting in branch consistently exceeding performance targets.
  • Conducted regular financial reviews and audits, identifying and resolving discrepancies promptly.
  • Supported onboarding process for new employees, helping them acclimate to workplace culture.
  • Developed training materials for new employees, fostering skill development and knowledge retention.
  • Assisted manager in all aspects of business operations.

Teller Supervisor/AMM/ABM

WCCU
11.2017 - 05.2025
  • Self-motivated, with a strong sense of personal responsibility.
  • Worked effectively in fast-paced environments.
  • Skilled at working independently and collaboratively in a team environment.
  • Proven ability to learn quickly and adapt to new situations.
  • Excellent communication skills, both verbal and written.
  • Worked well in a team setting, providing support and guidance.
  • Oversaw daily cash reconciliations, ensuring accurate financial reporting and minimizing discrepancies.
  • Assisted in recruiting, interviewing, hiring, and onboarding of new employees to maintain adequate staffing levels.
  • Promoted teamwork within the workplace by encouraging collaboration among staff members on various project tasks.
  • Enforced company policies consistently while handling disciplinary actions when necessary with fairness and respect.
  • Scheduled staff shifts to ensure proper coverage during peak shopping hours without exceeding labor budgets.
  • Conducted employee performance evaluations, providing constructive feedback for growth and development.
  • Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
  • Maintained professional demeanor by staying calm when addressing unhappy or angry customers.

Member Service Representative

WCCU
04.2012 - 11.2017
  • Assisted members with inquiries, providing exceptional customer service and support.
  • Resolved account discrepancies, ensuring accuracy and compliance with policies.
  • Collaborated with cross-functional teams to streamline service processes and reduce response times.
  • Mentored junior staff on best practices for handling complex member issues effectively.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Maintained high-quality service by adhering to company policies and standards in all member interactions.
  • Verified customer identification and documentation for compliant transactions.
  • Assisted members with account management, including updating personal information and setting up automated payments.
  • Handled cash transactions securely, maintaining accurate cash drawer balances and preventing losses due to errors.
  • Built rapport with members by engaging in genuine conversations and demonstrating a commitment to their financial wellbeing.
  • Consistently met or exceeded performance metrics through proactive management of workload and effective prioritization.
  • Opened customer accounts and provided deposit and withdrawal receipts.
  • Served as a mentor for new hires sharing best practices contributing towards increased productivity among team members.
  • Developed comprehensive knowledge of credit union products, staying current on updates for informed recommendations to members.
  • Collaborated with team members to ensure seamless operations during peak hours or staff shortages.
  • Managed daily balancing tasks reducing discrepancies in accounting records while maintaining accuracy.
  • Trained staff on operating procedures and company services.
  • Educated customers on online banking and mobile banking applications.
  • Counted, verified and handled bank deposits and armored car transactions.
  • Executed wire transfers, stop payments and account transfers.
  • Processed wide variety of retail banking transactions for personal and commercial customers.
  • Referred customers to other banking departments for specialized services.
  • Monitored and verified suspicious activity on customer accounts.
  • Processed applications for new accounts.
  • Performed account maintenance by closing out accounts and changing customer addresses.

Day Shift Manager

Erin's Snug Irish Pub
04.2005 - 07.2010
  • Supervised daily operations, ensuring adherence to company policies and standards.
  • Trained and mentored staff, fostering a culture of continuous improvement and development.
  • Implemented process improvements that enhanced efficiency and reduced operational delays.
  • Coordinated shift schedules, optimizing resource allocation for peak productivity.
  • Monitored inventory levels, initiating orders to maintain optimal stock for daily operations.
  • Maintained a clean and safe work environment by enforcing strict adherence to health and safety guidelines.
  • Checked building to confirm maintenance and cleaning met code and regulations.
  • Recruited and interviewed candidates for management to evaluate readiness and fit for position.
  • Managed staffing needs effectively, recruiting top talent when necessary to maintain optimal workforce balance.
  • Addressed any personnel issues swiftly but fairly, fostering a positive work atmosphere conducive to productivity growth.
  • Established strong relationships with suppliers, negotiating favorable terms for product pricing and delivery schedules.
  • Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
  • Handled disciplinary actions when needed, up to and including dismissal.

Education

Reedsburg Area High School
Reedsburg, WI

Skills

  • Branch operations management
  • Customer service
  • Customer relationships
  • Excellent time management skills
  • Excellent work ethic
  • Coaching and mentoring
  • Operations management
  • Staff recruitment
  • Interviewing and hiring
  • Account review
  • Community relations
  • Loans
  • Shift scheduling
  • Regulatory compliance

Timeline

Branch Manager Assistant

WCCU
05.2025 - Current

Teller Supervisor/AMM/ABM

WCCU
11.2017 - 05.2025

Member Service Representative

WCCU
04.2012 - 11.2017

Day Shift Manager

Erin's Snug Irish Pub
04.2005 - 07.2010

Reedsburg Area High School

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