Shirl Galloway
Greensboro,NC
Overview
40
40
years of professional experience
Work History
Personal Banker 11
First Bank
Greensboro, NC
10.2019 - 05.2026
- As a Personal Banker 11, I had the opportunity to interact with customers on a personal level to meet and exceed their financial goals.
- I was able to effectively assist on the Teller side and Platform side.
- I have a strong background in lending(mortgage, HELOC).
- I worked at the Independent Living facility, helping seniors with financial stability.
- I worked with consumer and small business clients on a daily basis, helping them understand the banks products and solutions for a solid banking relationship.
Universal Banker
SunTrust Bank
Winston-Salem
12.2016 - 10.2019
- As a Universal Banker I am able to effectively work as a Teller and on Platform.
- My primary responsibilities include: Being a Personal Banker where I have the pleasure of sitting with clients helping them understand financial confidence and understand any gaps in their overall financial well-being.
- I work with consumer and small business clients on a daily basis helping them understand the banks products and solutions for a solid banking relationship.
Supervisor/Banking Officer Mortgage Division
BB&T
Greensboro, NC
01.2014 - 06.2016
- Supervised a group of 10 -15 associates in Lien Release Mortgage Operation to effectively handle lien releases for paid in full mortgages.
- The team was responsible for processing releases on paid in full second mortgages.
- As a leader, I was responsible for daily reporting of all states, ensuring the team exceeded SLA (processing 7 an hour/ 49 a day); maintained a 12 day lead in all manageable queues.
- Signed and notarized documents daily to meet NC notary guidelines.
- Conducted yearly performance appraisals, administered monthly touch base sessions.
Supervisor/AVP Mortgage Division
Bank of America
Greensboro, NC
06.2011 - 12.2013
- Supervised a group of 12-25 associates in Lien Release Mortgage Operation to effectively handle lien releases for paid in full mortgages.
- The team was responsible for processing releases on first and second mortgages.
- As a leader, I was responsible for daily reporting of all states, ensuring the team exceeded SLA (processing 12 an hour/ 84 a day); maintained a 15 day lead in all manageable queues.
- Signed and notarized documents daily to meet NC notary guidelines.
- Conducted yearly performance appraisals, administered monthly touch base sessions.
Team Manager
American Express
Greensboro, NC
01.1986 - 01.2011
- Leader of 15-20 associates in Customer Service inbound operations.
- Associates primary responsibilities were handling card member inquiries and ensuring they delivered extraordinary customer service at all times.
- As a leader, my responsibilities included daily staffing, ensuring associates were available taking calls and not in a non-productive work state.
- Conducted yearly performance evaluations, administered monthly touch base sessions.
- In Card Replacement, managed 12-15 associates ensuring they replaced lost/stolen damaged and non-received cards.
- Instrumental in overseeing the process of calls answered within 20 seconds.
- This was accomplished through forecasting of volumes and managing staff effectively.
Timeline
Personal Banker 11
First Bank
10.2019 - 05.2026
Universal Banker
SunTrust Bank
12.2016 - 10.2019
Supervisor/Banking Officer Mortgage Division
BB&T
01.2014 - 06.2016
Supervisor/AVP Mortgage Division
Bank of America
06.2011 - 12.2013
Team Manager
American Express
01.1986 - 01.2011