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, IA05-1995
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