Susan (Sue) Dennison
Reno,NV
Summary
Results-driven professional known for evaluating internal controls and implementing effective solutions. Demonstrates ability to collaborate with management to address risks while maintaining compliance and enhancing operational procedures. Experienced internal auditor and operations documentation manager with a strong focus on evaluating internal controls and recommending improvements. Skilled in enhancing operational efficiency and maintaining compliance with regulatory standards. All while providing superior customer service.
Overview
34
34
years of professional experience
Work History
Senior Internal Auditor
Westamerica Bank
Fairfield, California
04.2024 - Current
- Evaluate internal controls to identify risks and recommend improvements.
- Review operational procedures to enhance efficiency and effectiveness.
- Maintain a high degree of integrity when handling confidential information related to corporate activities.
- Evaluate internal controls, policies, and procedures for compliance with company standards and government regulations.
- Collaborate with management to identify and address major risks.
- Assist department leaders in devising and implementing remediation plans to address identified concerns.
- Write reports, authored papers and organized supporting documentation.
- Deliver exceptional customer service to all branch locations.
Operations Documentation Manager
Westamerica Bank
Fairfield, Washington
04.2001 - 06.2022
- Managed documentation processes to ensure compliance with banking regulations.
- Developed and maintained standardized documentation templates for internal use.
- Coordinated cross-departmental communication, enhancing document sharing efficiency.
- Oversaw revision and approval process for policy documents, ensuring compliance and accuracy.
- Trained staff on effective documentation practices and compliance requirements.
- Implemented a digital filing system to improve document retrieval efficiency.
- Conducted regular audits of documentation, maintaining accuracy and completeness across all records.
- Inspected and proofread documents to check accuracy.
- Drafted and updated vital company documents and records.
- Directed team to deliver accurate and well-written documents.
- Created technical documents and updated throughout document lifecycle.
- Maintained reference library by organizing electronic and hard copies.
- Prepared style guidelines outlining standards to produce clear and on-target content.
- Communicated to identify and meet documentation needs.
- Performed quality assurance checks on all documents prior to publication or distribution.
- Generated periodic reports highlighting key metrics related to document management activities.
- Managed the development of instructional material for end-users by creating user guides, manuals, tutorials and other support materials.
- Developed and revised corporate documents in compliance with legal standards.
- Provided training to staff on the use of documentation tools, techniques, and best practices.
- Coordinated efforts among multiple departments in order to ensure timely completion of projects involving various types of documents.
- Assessed user requirements for documents such as manuals, reports, forms, presentations and other materials in order to create appropriate content.
- Created and implemented processes for efficient document management including version control, archiving, and retrieval.
- Assisted in the development of new policies related to document control procedures.
- Kept documents moving in proper flow by applying strong organizational, planning and multitasking abilities.
- Administered document access and revision rights to personnel to maintain documentation integrity.
- Destroyed obsolete and outdated records using company-mandated procedures.
- Established strong relationships with vendors to enhance product offerings.
- Coordinated product deliveries ensuring timely and accurate shipments.
- Negotiated contracts with vendors to secure favorable terms and pricing.
- Trained new staff on vendor management practices and tools.
- Resolved vendor issues promptly to maintain smooth operations.
- Answered customer questions and guided to specific products requested.
- Negotiated contracts with vendors to ensure optimal pricing and delivery schedules.
- Monitored vendor performance and identified areas of improvement in operations processes.
- Assessed supplier capabilities, including production capacity and quality assurance standards.
- Researched potential new vendors for product diversity and cost savings opportunities.
- Utilized various software and tools to streamline safe deposit box escheatment processes and optimize performance.
- Demonstrated strong problem-solving skills, resolving issues efficiently and effectively.
- Managed Word Processing and Copy Center Departments.
Branch Review Officer
Wetamerica Bank
Fairfield, California
10.1993 - 04.2001
- Oversaw compliance with banking regulations and policies.
- Implemented process improvements to streamline workflow efficiency.
- Developed and maintained strong relationships with branches and Regional Service Managers (RSM).
- Assisted in the development of internal policies and procedures.
- Ensured the security and confidentiality of sensitive information.
- Reviewed adherence to Bank policy and procedures, as well as laws and regulations.
Assistant Customer Service Manager
Westamerica Bank
Fairfield, California
05.1992 - 04.2001
- Assisted in managing daily customer service operations and team performance.
- Handled complex customer inquiries and resolved issues effectively.
- Coordinated schedules to ensure adequate staffing during peak hours.
- Monitored service metrics to identify areas for improvement.
- Collaborated with management to develop customer satisfaction initiatives.
- Provided feedback to staff on performance and service delivery standards.
- Resolved escalated customer issues in a timely manner.
- Trained new employees on company policies, procedures, techniques and customer service standards.
- Delivered fast, friendly, and knowledgeable service for routine questions and service complaints.
- Maintained knowledge of company products and services to promptly resolve complaints and concerns.
- 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.
- Coordinated with other departments within the organization to ensure smooth operation of all activities related to providing services for clients.
- Evaluated employee job performance and motivated staff to improve productivity.
- Interviewed, hired and trained staff to meet company objectives.
- Set clear expectations and helped employees pursue optimal paths for achieving each target.
Education
High School Diploma -
Sonora
Brea, CA06-1977
Skills
- Compliance auditing
- Risk assessment
- Internal control evaluation
- Audit management
- Operational efficiency
- Policy development
- Document management
Accomplishments
Over the course of my career with Westamerica Bank, I have achieved Star Performer on three (3) separate occasions.
Timeline
Senior Internal Auditor
Westamerica Bank
04.2024 - Current
Operations Documentation Manager
Westamerica Bank
04.2001 - 06.2022
Branch Review Officer
Wetamerica Bank
10.1993 - 04.2001
Assistant Customer Service Manager
Westamerica Bank
05.1992 - 04.2001
High School Diploma -
Sonora