Simona Taliulu
2741 Kingsbridge Circle Anchorage,AK
Summary
Driven by a goal-oriented approach, I excelled at Global Federal Credit Union, enhancing team productivity and member satisfaction through strategic leadership and in-depth compliance knowledge. Leveraging analytical problem-solving and relationship management skills, I significantly reduced hold times by 50%, showcasing my ability to deliver impactful results and foster continuous improvement.
Overview
21
21
years of professional experience
Work History
Consumer Loan Title Supervisor
Global Federal Credit Union
05.2023 - Current
- Oversee daily operations of the department, ensuring smooth workflow and timely completion of tasks in perfecting liens.
- Collaborate with other departments to achieve organizational goals, fostering teamwork across various functions.
- Implemented quality control measures within the department, reducing errors in title documentation and minimizing potential legal risks.
- Collaborate with legal teams to resolve complex title issues and inquiries.
- Manage a team of Title Specialists, providing guidance and supervision to ensure accurate and timely completion of tasks.
MSC Team Manager
Alaska USA Federal Credit Union
06.2021 - 05.2023
- Provided direction and leadership to all employees to maximize productivity and bottom-line profitability.
- Boost team productivity and efficiency by leveraging top-notch employee engagement and enhancing problem solving abilities.
- Facilitated queue coverage for 10,000 + calls daily and assist with achieving KPI's to establish successful Service Level Agreement results.
- Reviewed resumes, employment applications, interview applicants and assist with onboarding potential candidates.
- Assisted with various Workforce Management duties by proving data, analytics, and the resource management services that ensure staffing levels are appropriate to handle the incoming volume while meeting the needs of associates and the business.
MSC Assistant Team Manager
Alaska USA Federal Credit Union
09.2020 - 06.2021
- Administered monthly and annual reviews to direct reports and set clear and measurable goals, action plans and follow-up procedures.
- Measured weekly Key Performance Indicators for employees to achieve Service Level.
- Perform all card service inquires that include processing general ledger transactions.
Sr. MSC Specialist
Alaska USA Federal Credit Union
04.2020 - 09.2020
- Coached, lead and motivate branch employees; increased employee morale by promoting participation in cross sales of products and services. Meet with employees regularly on individual and group basis to establish positive employee relationships.
- Complied with regulatory requirements, including Bank Secrecy Act, Anti Money Laundering, OFAC, USA Patriot Act, Privacy Act and Community Reinvestment Act.
Member Service Center Manager
Credit Union 1
01.2018 - 02.2020
- Developed, managed and monitored KPI's within the department and throughout the Credit Union.
- Decreased hold times by 50% and decreased abandoned rate by 7% which increased member satisfaction.
- Assisted with various back office, e-services and fraud related duties as assigned.
- Reconciled assigned company general ledgers, including credit cards, employee expenses and commissions.
- Recruited, interviewed, hired and trained numerous employees and implemented mentoring program.
Member Service Supervisor
Credit Union 1
01.2012 - 01.2018
- Evaluated member information to explore issues, develop potential solutions and maintain high-quality service.
- Directed floor operations in busy center handling over 100 + daily inquiries.
- Completed in-depth research to answer more complex questions related to various e-services.
- Maintained updated knowledge of internal processes and industry best practices to optimize service delivery.
Member Service Officer
Credit Union 1
06.2003 - 01.2012
- Maintained customer records by updating account information.
- Monitored branch security measures, adhering to protocols to protect members'' assets and personal information.
- Conducted routine audits of accounts, verifying balances and ensuring compliance with credit union policies.
Education
High School Diploma -
East High School
Anchorage, AK1997
Skills
- Goal-oriented
- Coaching and mentoring
- Excellent time management skills
- Adapts well to new roles and responsibilities
- In-depth knowledge of compliance, banking laws and regulations
- Self sufficient
- Analytical problem solver
- Relationship building and management
- Successful operation of systems and software programs
Training and certifications
- Annual National Credit Union Call Center Conference: training and development.
- Consistent Compliance and Regulatory training in B1U.
- Annual management training and refreshers.
- Credit Union National Association: e-school leadership.
- The Strive Group: Leadership Certification, Professional Development and Key Performance Indicators.
Timeline
Consumer Loan Title Supervisor
Global Federal Credit Union
05.2023 - Current
MSC Team Manager
Alaska USA Federal Credit Union
06.2021 - 05.2023
MSC Assistant Team Manager
Alaska USA Federal Credit Union
09.2020 - 06.2021
Sr. MSC Specialist
Alaska USA Federal Credit Union
04.2020 - 09.2020
Member Service Center Manager
Credit Union 1
01.2018 - 02.2020
Member Service Supervisor
Credit Union 1
01.2012 - 01.2018
Member Service Officer
Credit Union 1
06.2003 - 01.2012
High School Diploma -
East High School