Summary
Overview
Work History
Education
Skills
Affiliations
References
Timeline
Generic

Sheila Kessler

Canada,KY

Summary

Enthusiastic Leasing Consultant with 2 years of comprehensive experience and in-depth understanding of fair housing laws. Processes rental applications and obtains required documents to schedule move-ins and prepare lease files. Utilizes successful sales techniques to present available properties to prospective residents. Talented and adept in customer relations, sales, collections and real estate management. Eager to develop business performance with any company. Ready to oversee properties at any scale. Focused Compliance Officer bringing 10 years of expertise in regulatory compliance, audit procedures, project oversight and risk management. Excellent history of delivering effective leadership and training to support staff development. Driven and strategic with an aptitude for program management. Advanced knowledge of audit methodologies, functions and compliance teams. Well-organized and detail-oriented Compliance Officer with key experience in banking environments. Knowledgeable about overseeing agreements, enforcing policies and optimizing procedures for dynamic requirements. Focused on maintaining consistence, quality and compliance in all areas. Committed job seeker with a history of meeting company needs with consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.

Overview

23
23
years of professional experience

Work History

Sales & Leasing Associate

Bruce Walters Ford Lincoln Kia
Pikeville , KY
2021.09 - 2024.01
  • Answered 50 calls per shift to assist with customer questions and concerns.
  • Planned and completed group projects, working smoothly with others.
  • Detailed application requirements and answered questions from prospective buyers.
  • Assisted prospective buyers in finding suitable units by providing detailed information about available options.
  • Implemented online advertising and other marketing initiatives to generate interest from individuals and businesses.
  • Conducted informative and personalized unit walk-arounds, resulting in new sales.
  • Resolved customer disputes in a timely manner while ensuring all parties were treated fairly and equitably.
  • Advertised available units through various channels such as online listings.
  • Answered calls and responded to inquiries from various parties using strong active listening and open-ended questioning skills to resolve problems.
  • Tracked leads using CRM software and followed up with interested parties.
  • Escalated critical issues to sales manager to deliver immediate resolution.
  • Marketed property to prospective buyers by giving unit walk-around and pointing out key features.
  • Maintained high customer approval rating through dynamic service, exemplary support, and interpersonal communication.
  • Leveraged sales and marketing strategies to increase traffic, maintain closing ratios and exceed goals.
  • Promoted available units in local area through marketing collateral, phone calls and email messages.
  • Maintained accurate records of correspondence with and from buyers and prospective buyers.
  • Used conflict resolution skills to quickly resolve issues with customers.
  • Promoted high level of customer service and assistance by greeting clients, responding to concerns, showing units and quickly resolving issues.
  • Approached customers and engaged in conversation through use of effective interpersonal and people skills.
  • Recognized by management for providing exceptional customer service.
  • Maintained updated knowledge through continuing education and advanced training.
  • Understood and followed oral and written directions.
  • Displayed strong telephone etiquette, effectively handling difficult calls.
  • Provided excellent service and attention to customers when face-to-face or through phone conversations.
  • Identified needs of customers promptly and efficiently.
  • Exceeded customer satisfaction by finding creative solutions to problems.
  • Assisted with customer requests and answered questions to improve satisfaction.
  • Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
  • Completed day-to-day duties accurately and efficiently.
  • Maintained schedule of class assignments to meet deadlines.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.

President, CEO

Bank of Mingo
Williamson , WV
2015.08 - 2020.09
  • Worked with SEC to file amendments and achieve compliance targets.
  • Drove revenue up by cultivating successful client relations.
  • Developed long-range plans for business growth.
  • Monitored legislative changes that could affect the organization's operations or funding sources.
  • Organized and facilitated board meetings, strategic planning sessions, and annual conferences.
  • Oversaw daily administrative tasks such as payroll processing, accounts payable and receivable management.
  • Created a marketing plan to increase awareness of the organization's activities in the community.
  • Cultivated and maintained positive working relationships with employees, executives and other stakeholders.
  • Managed and oversaw leadership team to meet established KPIs and achieve objectives and key results.
  • Acted as an ambassador of goodwill for the organization by engaging positively with external parties.
  • Cultivated relationships with key stakeholders such as donors, volunteers, partners, and sponsors.
  • Executed on-time, under-budget project management to adhere to project road map.
  • Initiated projects aimed at improving customer service standards across departments.
  • Provided leadership and guidance on budgeting decisions to maximize resources available.
  • Devised utilities needed to streamline and strengthen operations, driving substantial improvement to KPIs.
  • Completed quarterly reports to include findings via conducting site visits and subsequent report generation.
  • Developed policies, procedures, and short-term and long-term goals for the organization.
  • Oversaw technological improvements, successfully reducing waste and eliminating business bottlenecks.
  • Built talent pipeline to support business growth and enduring success.
  • Resolved conflicts between staff members by listening attentively and providing constructive feedback.
  • Researched underlying issues, regulatory compliance status and processes to resolve complex business issues and recommend strategic corrective actions.
  • Created program to promote new managers from within, leading to cohesive leadership structure.
  • Coordinated work across departments to keep teams on track with company goals.
  • Oversaw corrective action plans to remedy structural, organizational and departmental issues.
  • Collaborated with staff members to ensure operational efficiency of the organization.
  • Represented the organization at community events and public forums to promote its mission.
  • Developed and executed strategic business plan to attain assigned metrics.
  • Reviewed reports submitted by department heads to assess progress towards meeting objectives.
  • Managed personnel issues including recruitment, hiring, training, performance evaluation, and termination.
  • Provided organizational leadership and collaborated with executive partners to establish long-term goals, strategies and company policies.
  • Negotiated contracts with vendors for services such as IT maintenance or event catering.
  • Collaborated with others to discuss new opportunities.
  • Maintained open communication with team members and stakeholders, resulting in successful project outcomes.
  • Completed day-to-day duties accurately and efficiently.
  • Modified existing software systems to enhance performance and add new features.
  • Maintained updated knowledge through continuing education and advanced training.
  • Assessed financial performance of the organization on a regular basis and identified areas for improvement.

Chief Compliance Officer, BSA Officer

Bank of Mingo
Williamson , WV
2012.08 - 2015.08
  • Acted as a liaison between the organization and outside agencies such as government regulators or law enforcement entities when needed.
  • Ensured that corrective action plans are developed in response to any non-compliance issues discovered.
  • Maintained compliance frameworks, policies and documentation to support audits.
  • Performed fact-finding research by investigating, collecting and analyzing data and compiling in report format.
  • Executed on-time, under-budget project management to adhere to project road map.
  • Liaised between regulatory agencies and internal departments to facilitate regulatory and related matters.
  • Tracked assignment completion to provide weekly metrics to compliance manager.
  • Developed and implemented strategies necessary for minimizing risk of non-compliance.
  • Participated in industry groups focused on best practices in regulatory compliance.
  • Provided organizational leadership and collaborated with executive partners to establish long-term goals, strategies and company policies.
  • Conducted internal investigations into possible violations of rules or policies and reported findings to senior management.
  • Stayed abreast of applicable laws and state or federal regulation to report violations.
  • Participated in networking and learning opportunities to remain current with evidenced-based practices.
  • Created training programs for employees to increase awareness of legal requirements related to their roles within the organization.
  • Responded promptly to inquiries from regulatory bodies pertaining to any aspect of the organization's compliance program.
  • Provided advice on legal implications associated with proposed business decisions.
  • Monitored changes in relevant legislation and advised management on required actions.
  • Conducted extensive research to support regulatory findings and control weaknesses.
  • Utilized risk management techniques and business knowledge to improve compliance programs.
  • Oversaw corrective action plans to remedy structural, organizational and departmental issues.
  • Conducted reviews to foster ongoing compliance with federal and local regulations.
  • Monitored regulatory developments to communicate risks or opportunities to relevant groups.
  • Organized training programs to educate company staff on benefits and consequences of complying or defying regulations.
  • Created and managed action plans to mitigate audit discoveries and compliance concerns.
  • Reviewed existing procedures for accuracy and completeness as well as identified opportunities for improvement.
  • Monitored compliance risk controls to identify deviations and offer recommendations.
  • Established internal controls and processes to support compliance through project management and engagement of key stakeholders.
  • Analyzed data to provide insights and recommendations for mitigating conduct risk.
  • Planned and executed compliance audits to check company policies, procedures and controls.
  • Prepared reports detailing progress on various aspects of the organization's compliance efforts.
  • Developed systems to track and monitor compliance with regulatory requirements and internal policies.
  • Developed and implemented a comprehensive compliance program to ensure organizational adherence to applicable laws, regulations, and standards.
  • Collaborated with departments across the company to ensure that new products, services, or initiatives comply with all applicable laws and regulations.
  • Maintained and revised policy procedures for general operation of compliance program.
  • Assisted in developing strategies for mitigating risks associated with non-compliance activities.
  • Provided guidance on legal compliance matters, including corporate governance, anti-corruption and bribery laws, data privacy regulations, consumer protection laws.
  • Adhered to deadlines in optimizing regulatory and operational performance.
  • Facilitated adherence to safety and regulatory objectives and managed client-specific projects, training programs and personnel background checks.
  • Performed testing to evaluate processes, enhance test scripts and analyze results.
  • Maintained records of all complaints received from customers or other stakeholders related to legal or policy violations.
  • Led the development of risk assessments for all areas of the business.
  • Evaluated vendors' contractual agreements for legal risks prior to entering into contracts with them.
  • Managed periodic testing of compliance processes to identify potential issues before they arise.
  • Established working relationships with regulatory agencies.

Bank Branch Manager

Bank of Mingo
Matewan , WV
2001.04 - 2012.08
  • Built strong rapport with new and existing clients to better serve financial needs and promote branch loyalty.
  • Planned work schedules to maintain adequate staffing levels.
  • Maintained consistent growth in accounts and receivables by obtaining and retaining loan borrowers.
  • Designed sales and service strategies to improve revenue and retention.
  • Established relationships with corporate clients to identify potential business opportunities.
  • Coordinated with other branches regarding transfers of funds between accounts.
  • Conducted regular meetings with employees to discuss goals and performance issues.
  • Maintained confidentiality of all banking records and transactions.
  • Monitored daily activities within the branch including cash flow management, teller transactions, account openings and closings.
  • Organized training sessions for new employees on proper banking procedures and regulations.
  • Completed month-end and year-end closings, kept records audit-ready and monitored timely recording of accounting transactions.
  • Disciplined employees to encourage compliance with company policies and procedures.
  • Increased efficiency and drove branch revenue by optimizing daily operations.
  • Analyzed competitors and market trends to facilitate business growth.
  • Conducted reviews and evaluations for cost-reduction opportunities.
  • Reviewed monthly financial reports submitted by staff members to ensure accuracy of data.
  • Checked payroll, vendor payments and other accounting disbursements for accuracy and compliance.
  • Worked cross-functionally to plan and establish branch goals, supporting strategic objectives.
  • Supervised a team of 8 staff members to ensure quality customer service.
  • Developed and implemented customer service policies to ensure efficient operations of the branch.
  • Provided support to bank personnel in resolving customer inquiries.
  • Managed the day-to-day operations of the branch including scheduling, staffing, budgeting.
  • Analyzed financial statements, loan applications, and credit reports to determine customers' eligibility for loans.
  • Boosted customer base, acquiring new customers and identifying needs to deliver relevant products.
  • Served as a liaison between customers and upper management when needed for complex matters or disputes resolution.
  • Ensured compliance with banking regulations and internal procedures.
  • Complied with company policies and government regulations to prevent and detect rule violations and protect organization from fines and lawsuits.
  • Established and built customer relationships through targeted outreach and initiatives.
  • Assigned duties to employees and examined work for accuracy, neatness and timeliness.
  • Maintained regular performance appraisals for subordinates through verbal, written and on-going review programs.
  • Resolved customer complaints promptly and efficiently while ensuring excellent customer service standards.
  • Grew business banking relationships through proactive outreach.
  • Verified cash by balancing cash drawers and maintaining cash count records.
  • Facilitated weekly meetings with senior management personnel from other branches to share best practices.
  • Coordinated approval or rejection of lines of credit or commercial, real estate or personal loans.
  • Initiated sales campaigns to increase deposits and loan products in the branch.
  • Recognized by management for providing exceptional customer service.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Identified needs of customers promptly and efficiently.
  • Delivered products to customer locations on time.
  • Maintained open communication with team members and stakeholders, resulting in successful project outcomes.
  • Maintained schedule of class assignments to meet deadlines.
  • Understood and followed oral and written directions.
  • Exceeded customer satisfaction by finding creative solutions to problems.
  • Assisted with customer requests and answered questions to improve satisfaction.
  • Displayed strong telephone etiquette, effectively handling difficult calls.
  • Completed day-to-day duties accurately and efficiently.
  • Provided excellent service and attention to customers when face-to-face or through phone conversations.

Education

Some College (No Degree) - Banking And Financial Support Services

Southern WV Community College
Williamson, WV

Graduate - Banking

WV School of Banking
Charleston

Skills

  • Customer Service Expertise
  • Sales Proficiency
  • Clear Communication
  • Sales and Marketing Aptitude
  • Relationship Building
  • Internal Controls
  • Risk Management
  • Corporate Governance
  • Risk Management Strategies
  • Project Coordination

Affiliations

Elected to office of Mayor for the Town of Matewan for over 5 consecutive terms serving the community for over 20 years.

References

References available upon request.

Timeline

Sales & Leasing Associate

Bruce Walters Ford Lincoln Kia
2021.09 - 2024.01

President, CEO

Bank of Mingo
2015.08 - 2020.09

Chief Compliance Officer, BSA Officer

Bank of Mingo
2012.08 - 2015.08

Bank Branch Manager

Bank of Mingo
2001.04 - 2012.08

Some College (No Degree) - Banking And Financial Support Services

Southern WV Community College

Graduate - Banking

WV School of Banking

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Sheila Kessler