Overview
Work History
Education
Timeline
Generic

Shay Pannhof

Council Bluffs,IA

Overview

29
29
years of professional experience

Work History

Branch Manager

U. P Connection FCU
Omaha, NE
03.2023 - Current
  • Identified opportunities for process improvement initiatives within the branch.
  • Directed daily operations of the branch, including customer service, sales, and marketing activities.
  • Assisted other branches when needed during peak periods or special projects.
  • Resolved escalated customer complaints in a timely manner.
  • Built strong rapport with new and existing clients to better serve financial needs and promote branch loyalty.
  • Verified cash by balancing cash drawers and maintaining cash count records.
  • Answered customer inquiries regarding bank products and services.
  • Assisted customers in opening new accounts and completing required paperwork.
  • Explained the features of various banking products available to customers.
  • Researched discrepancies between actual cash amounts and records of transactions for accuracy.
  • Maintained confidentiality of all customer records and information according to company policies.
  • Provided exceptional customer service while accurately processing routine transactions.
  • Balanced cash drawers on a daily basis.
  • Reported any operational issues or system problems that occurred during shift promptly.
  • Continuously updated knowledge about banking products, services, policies and regulations.
  • Maintained accurate records of all transactions and customer interactions.
  • Handled large volumes of currency quickly and accurately with minimal errors.
  • Received and processed customer transactions, including deposits, withdrawals, loan payments and other banking services.
  • Performed daily reconciliation of teller drawer within established limits.
  • Followed up on requests from customers in a timely manner.
  • Delivered exceptional service to customers in person or over telephone.
  • Maintained confidentiality of bank records and client information.
  • Opened new checking, savings and lines of credit for customer accounts.
  • Ordered checks, placed stop payment orders and conducted additional special services for customers.
  • Counted drawers and reconciled remaining cash to accost for deposits and dispersals.
  • Directed specific questions to appropriate branch personnel.
  • Used a strong knowledge of banking products and services to confidently educate customers about features, benefits and pricing.
  • Issued and redeemed money orders, cashier checks, traveler's checks
  • Offered every customer exceptional service levels by remaining friendly and professional during every transaction.
  • Transmitted orders to supply cash to meet daily needs.

Teller Supervisor

First Interstate Bank
Council Bluffs, Iowa
09.2015 - 03.2023
  • Provided coaching and mentoring to individual team members; facilitated team building activities.
  • Ensured proper security protocols were followed including verifying identification when necessary.
  • Established goals and objectives for the branch; monitored progress against those goals regularly.
  • Investigated discrepancies between actual cash counts and computer-generated totals.
  • Assisted with the development of new products or services to increase customer engagement.
  • Maintained accurate records of transactions processed by each teller throughout the day.
  • Monitored cash levels in all drawers; balanced cash drawers at the end of each shift.
  • Identified training needs for tellers, created learning materials, and conducted regular training sessions.
  • Provided daily supervision and guidance to teller staff, ensuring compliance with bank policies and procedures.
  • Resolved customer complaints promptly and efficiently while maintaining high levels of customer service.
  • Conducted performance reviews of tellers, providing feedback on areas of strength and opportunities for improvement.
  • Recruited, interviewed, hired, trained, evaluated, managed disciplinary actions, and terminated employees when needed.
  • Reviewed suspicious activity reports from tellers; reported any violations to management immediately.
  • Met or exceeded sales goals by promoting bank products and services in customer interactions.
  • Verified amounts and integrity of every check or funds transfer.
  • Ordered checks, placed stop payment orders and conducted additional special services for customers.
  • Supervised and trained teller staff on bank policies, procedures, and customer service standards.
  • Managed and balanced cash vault, audits, and general ledger accounts.
  • Managed daily operations of teller line, ensuring efficient transaction processing and high levels of customer satisfaction.
  • Implemented security measures and trained tellers on protocols for robbery prevention and response.
  • Oversaw cash handling activities, including ordering cash from the vault and preparing shipments for the Federal Reserve.
  • Developed and maintained strong relationships with customers, promoting bank loyalty and retention.
  • Managed the resolution of transaction discrepancies, implementing corrective actions to prevent recurrence.
  • Verified transactions involving cashier's checks, money orders and account transfers.
  • Supplied tellers with coin and currency.
  • Monitored teller performance, providing feedback and coaching to improve efficiency and service quality.
  • Conducted regular audits of teller drawers and bank vault to ensure compliance with regulatory requirements.
  • Coordinated staff schedules to ensure adequate coverage during peak hours.
  • Promoted a culture of teamwork and continuous improvement among teller staff.
  • Coordinated scheduling of teller staff to ensure adequate coverage during peak hours and special events.
  • Received mortgage and other loan payments, verifying payment dates and amounts due.
  • Reported daily averages and shortages to operations department.
  • Performed special services for customers, ordering bank cards and checks.
  • Counted currency, coins and checks received to prepare for deposit or shipment to branch banks or Federal Reserve Bank.

Customer Service Manager

Bank of Montreal
Omaha, NE
01.2006 - 09.2015
  • Maintained accurate records of customers' interactions with the company in order to provide better future services.
  • Analyzed call center data to identify trends in customer issues and recommend solutions accordingly.
  • Evaluated overall effectiveness of existing customer service policies and procedures and recommended changes as necessary.
  • Monitored staff performance to ensure adherence to customer service standards.
  • Conducted regular training sessions for staff on new products, services, and customer service techniques.
  • Maintained up-to-date knowledge of company products, services, pricing structures, promotions.
  • Assisted customers with making payments or establishing payment plans to bring accounts current.
  • Established positive rapport with customers, managers and customer service team members to maintain positive and successful work environment.
  • Responded to phone and online customer service requests within designated turnaround time to improve customer satisfaction ratings.
  • Evaluated employee job performance and motivated staff to improve productivity.
  • Set clear expectations and helped employees pursue optimal paths for achieving each target.
  • Led team engagement to assist cross-functional departments and achieve goals.
  • Reviewed accounts for payments received or approved credit arrangements.
  • Evaluated individual and team business performance and identified opportunities for improvement.
  • Reviewed completed work to verify consistency, quality, and conformance.
  • Interviewed prospective employees and provided input to HR on hiring decisions.
  • Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
  • Delegated work to staff, setting priorities and goals.
  • Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.

Department Manager

Walmart
Council Bluffs, Iowa
06.1995 - 03.2005
  • Resolved customer complaints promptly and professionally in order to maintain good relationships with clients.
  • Analyzed weekly reports to identify areas for improvement in operations, budgeting, and staffing levels.
  • Coached and trained new staff members, providing guidance on department policies and procedures.
  • Created monthly schedules for staff members to ensure adequate coverage during peak hours.
  • Assisted Human Resources in recruiting qualified candidates for open positions within the Department.
  • Maintained up-to-date records of inventory levels for efficient ordering and stocking purposes.
  • Organized quarterly meetings with senior management to review departmental goals and objectives.
  • Resolved customer complaints and issues promptly and professionally.
  • Ensured compliance with all safety regulations in the workplace.
  • Worked closely with sales associates to complete tasks.
  • Handled shift overstock, restocking and inventory control.
  • Performed opening and closing duties as part of management team and handled cash management.

Education

High School Diploma -

Riverside Community High School
Oakland, IA
05-1995

Timeline

Branch Manager

U. P Connection FCU
03.2023 - Current

Teller Supervisor

First Interstate Bank
09.2015 - 03.2023

Customer Service Manager

Bank of Montreal
01.2006 - 09.2015

Department Manager

Walmart
06.1995 - 03.2005

High School Diploma -

Riverside Community High School

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Shay Pannhof