Susan Brace
ALBUQUERQUE,NM
Summary
Branch Manager with exceptional drive and dedication to accomplishing business objectives and exceeding customer expectations. 30+ year history of success in Financial Services.
Overview
34
34
years of professional experience
Work History
Branch Manager
Kirtland Credit Union
Albuquerque, NM
06.2021 - Current
- Directed daily operations of the branch, including customer service, sales and marketing activities.
- Managed staff scheduling, hiring and training processes.
- Reviewed loan applications to ensure accuracy and compliance with regulations.
- Conducted regular performance reviews for all employees in the branch.
- Implemented internal control procedures to minimize risk exposure.
- Resolved escalated customer complaints in a timely manner.
- Ensured compliance with established policies, procedures and regulations governing banking operations.
- Participated in community events to promote brand awareness.
- Assisted other branches when needed during peak periods or special projects.
- Facilitated weekly meetings with staff members to discuss progress on current initiatives.
- Provided feedback on employee performance evaluations conducted by supervisors.
- Performed regular audits of financial records in order to ensure accuracy.
- Verified cash by maintaining cash count records.
- Completed month-end and year-end closings, kept records audit-ready and monitored timely recording of accounting transactions.
Service Manager II
Wells Fargo
Los Lunas, NM
11.2011 - 06.2021
- Managed service staff to ensure customer satisfaction and compliance with company policies.
- Developed and maintained relationships with customers, vendors, and suppliers.
- Monitored service performance metrics to identify areas of improvement.
- Resolved customer complaints in a timely manner.
- Conducted regular team meetings to discuss customer feedback, process improvements, and operational objectives.
- Developed strategies for improving customer experience through enhanced product features or improved processes.
- Created standard operating procedures for all service functions.
- Adhered to customer service standards to foster satisfaction and retention.
- Prioritized and delegated daily work tasks
- Created employee work schedules to keep shifts properly staffed.
- Pitched in to complete various duties during peak periods or employee absences.
- Motivated and supported employees to maintain low turnover.
- Monitored employee performance through key metrics analysis.
Operations Assistant/Account Resolution Specialist
Citibank
ALBUQUERQUE, NM
09.1990 - 06.2011
- Assisted in developing and implementing operational strategies to ensure efficient operations.
- Assisted with the development of processes and procedures related to operations management.
- Developed customer service policies, procedures and standards for operational teams.
- Resolved customer inquiries promptly while maintaining a high level of customer satisfaction.
- Answered work phones and routed correspondence to correct parties.
- Supervised day-to-day facility operations in accordance with set policies and guidelines.
- Helped senior staff carry out daily facility operations, set schedules and meet customer requirements.
- Created and initiated performance goals and benchmarks.
- Handled incoming calls and directed callers to appropriate department or employee.
Education
High School Diploma -
Sandia High School
Albuquerque, NM05-1990
Some College (No Degree) - Accounting And Finance
CNM/TVI
Albuquerque, NMSkills
- Shift Scheduling
- Coaching and Mentoring
- Relationship Building
- Financial Oversight
- Operational Reports
- Relationship building and management
- Customer Service
- Employee Development
- Risk Mitigation
- Branch Operations Management
- Process Improvement
- Friendly
- Attention to Detail
- Financial Services
References
References available upon request.
Timeline
Branch Manager
Kirtland Credit Union
06.2021 - Current
Service Manager II
Wells Fargo
11.2011 - 06.2021
Operations Assistant/Account Resolution Specialist
Citibank
09.1990 - 06.2011
High School Diploma -
Sandia High School
Some College (No Degree) - Accounting And Finance
CNM/TVI
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