Summary
Overview
Work History
Education
Skills
Affiliations
Accomplishments
Languages
References
Hobbies and Interests
Volunteer Experience
Community Service
Professional Experiences Achievements Awards
Education Achievements
Timeline
Generic
Tanya Heather

Tanya Heather

Seattle,USA

Summary

Seasoned Assistant Manager with comprehensive knowledge in team leadership, project management, and operational procedures. Strong ability to lead diverse teams, handle multiple tasks simultaneously, and deliver high-quality customer service. Successful track record of improving efficiency, increasing productivity, and driving customer satisfaction in previous roles. Possess strong interpersonal skills, problem-solving abilities, and decision-making process that drive business success.

Overview

20
20
years of professional experience

Work History

Assistant Manager

Global Credit Union
Seattle, WA
02.2025 - Current
  • Managed customer service inquiries and complaints in a timely manner.
  • Collaborated with management on developing strategic plans for achieving business goals.
  • Delegated work to staff, setting priorities and goals.
  • Established processes for monitoring customer satisfaction levels.
  • Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.
  • Supervised daily operations including scheduling shifts, assigning duties.
  • Evaluated individual and team business performance and identified opportunities for improvement.
  • Planned and delivered training sessions to improve employee effectiveness and address areas of weakness.
  • Ensured compliance with safety regulations and company policies.
  • Monitored employee attendance records, timekeeping, and payroll information.

Branch Manager

ANZ Banking Group
Pago Pago, American Samoa
09.2016 - 01.2023
  • Lead and manage a team of 15 staff members in the Retail Department.
  • Monitored financial performance of the branch on a monthly basis.
  • Reviewed loan applications to ensure accuracy and compliance with regulations.
  • Directed daily operations of the branch, including customer service, human resources, sales and marketing activities.
  • Maintained consistent growth in accounts and receivables by obtaining and retaining loan borrowers.
  • Supported outside sales force in servicing and obtaining new business.
  • Developed strategies to increase customer satisfaction and loyalty.
  • Complied with company policies and government regulations to prevent and detect rule violations and protect organization from fines and lawsuits.
  • Managed staff scheduling, hiring and training processes.

Manager Payments

ANZ Bank
01.2015 - 08.2016
  • Lead and manage a team of 10 people.
  • Responded to information requests from superiors, providing specific documentation.
  • Analyzed data from daily reports to identify trends in production performance metrics.
  • Used strong issue resolution and communication skills to cultivate and strengthen lasting client relationships.
  • Managed staffing needs through recruitment, selection, onboarding and training, disciplinary action as necessary.
  • Complete, review, and verify the reconciliation completed by team members.
  • Ensured compliance with safety regulations and maintained a safe work environment for all personnel.
  • Addressed customer concerns with suitable solutions.
  • Implemented innovative strategies that reduced operating costs while maintaining high levels of customer satisfaction.
  • Prioritized and organized tasks to efficiently accomplish service goals.
  • Received and submitted payments and applied amounts to customer balances.

Relationship Manager Assistant

ANZ Bank
09.2014 - 01.2015
  • Managed daily operations including scheduling appointments, coordinating meetings and preparing agendas.
  • Completed month-end and year-end closings, kept records audit-ready and monitored timely recording of accounting transactions.
  • Analyzed actual financial results to budget, preparing variance reporting to functional groups.
  • Provided exceptional customer service by responding promptly to inquiries and resolving issues in a timely manner.
  • Prepared and presented detailed reports on client account status and growth opportunities to senior management.
  • Conducted risk assessments for client portfolios, recommending strategies to mitigate potential losses.
  • Coordinated approval or rejection of lines of credit or commercial, real estate or personal loans.
  • Managed portfolio of client accounts, ensuring high levels of satisfaction and loyalty.

Branch Manager

ANZ Bank
02.2014 - 08.2014
  • Lead and manage a team of 15 staff members in the Retail Department.
  • Monitored financial performance of the branch on a monthly basis.
  • Reviewed loan applications to ensure accuracy and compliance with regulations.
  • Directed daily operations of the branch, including customer service, human resources, sales and marketing activities.
  • Maintained consistent growth in accounts and receivables by obtaining and retaining loan borrowers.
  • Supported outside sales force in servicing and obtaining new business.
  • Developed strategies to increase customer satisfaction and loyalty.
  • Complied with company policies and government regulations to prevent and detect rule violations and protect organization from fines and lawsuits.
  • Managed staff scheduling, hiring and training processes.

Manager Payments

ANZ Bank
03.2011 - 01.2014
  • Lead and manage a team of ten people.
  • Responded to information requests from superiors, providing specific documentation.
  • Analyzed data from daily reports to identify trends in production performance metrics.
  • Used strong issue resolution and communication skills to cultivate and strengthen lasting client relationships.
  • Managed staffing needs through recruitment, selection, onboarding and training, disciplinary action as necessary.
  • Complete, review, and verify the reconciliation completed by team members.
  • Ensured compliance with safety regulations and maintained a safe work environment for all personnel.
  • Addressed customer concerns with suitable solutions.
  • Implemented innovative strategies that reduced operating costs while maintaining high levels of customer satisfaction.
  • Received and submitted payments and applied amounts to customer balances.

Team Leader Processing & Clearing Funds

ANZ Bank
01.2010 - 02.2011
  • Lead and supervise a team of4 staff members
  • Complete reconciliation for bank owned accounts relating to Automated Clearing House accounts
  • Making sure all items from other banks are correctly cleared through and no balance remains in each account at the end of the day
  • Review and complete return of dishonored checks or charge back checks with issues such as not sufficient funds, incorrect date (Stale/postdate), incorrect signature etc.)
  • Review processing of inward clearing checks and items by staff members
  • Complete performance review of staff members and submit to manager for rating and approval
  • Conduct settlement of inward and outward clearing items with all other bank institutions
  • Review and/or Assist team members with processing of customer payroll into their accounts
  • Arrange with team members to process finance payments for vendors who provided services to the bank
  • Complete daily/monthly/quarterly reports for management and submit on time for their meetings
  • Check to ensure customers check deposits or consolidated cash and check deposits are processed into customers' accounts on the same day
  • Any issues such as human errors or system errors must be reported timely to management to address immediately

Operations Officer

ANZ Bank
01.2008 - 12.2009
  • Complete Funds movement analysis report and send to management for tracking and review
  • Complete and send to manager for review
  • Reconciliation of all banks owned accounts assigned to the department
  • Ensuring all evidence and any outstanding item is explained and accounted for
  • Assist supervisor reviews all daily work such as processing of international wire transfers initiated by customers
  • Conduct thorough checks for proper approval by clients, this is through a call back process to verify identity
  • Complete paperwork for all foreign exchange deals arranged by frontline dealers
  • Identify variance and correct on the same day before clients sign agreements
  • Process international wire transfers and send them for manager approval
  • Complete and submit monthly reports for management meetings
  • Check and verify work by our International Department and inform management of errors that need to be corrected in a timely manner

Bank Teller

ANZ Bank
07.2005 - 12.2008
  • Assist mass bankers' transactions day in day out
  • Process cash deposits, cash withdrawals, wire transfers requests from clients
  • Learn and follow through with banking policies and procedures
  • Keep cash holding within my limit at the end of every day
  • Liaise and work with relationship managers to keep customer overdraft within their limits and no unauthorized transaction occurred
  • Provide recommendations and feedback to management on ways to improve day-to-day operation
  • Assist clients resolve easy queries regarding their bank accounts
  • All complaints to be referred to the manager or supervisor for proper investigation until resolved

Education

Certificate - Commerce

National University of Samoa
Apia, Samoa
01.2004

Pacific Senior School Certificate - Form7 equivalent

Samoa College
Apia, Samoa
01.2003

Year12 - School Certification - Form6 Equivalent

Samoa College
Apia, Samoa
01.2002

National - Nationwide Exam

Malie Primary School
Apia, Samoa
01.1999

Skills

  • Strong leadership skills
  • Excellent reconciliation of bank-owned accounts
  • Excellent research skills
  • Excellent management of accounts payable and accounts receivable
  • Excellent knowledge of Federal Banking Regulations, such as Reg B, CC, D, E, etc
  • Branch operations management and staff management
  • Excellent work ethic
  • Punctual
  • Perfect attendance
  • Great analytical skills
  • Team player
  • Attention to detail
  • Excellent time management skills
  • Cash handling and Balancing
  • Verbal/written communication
  • Regulatory compliance
  • Customer service
  • Always meet Deadlines on Projects
  • Proficient in MS office
  • Training and development
  • Multitasking and organization

Affiliations

  • 3 Years of Service as Church Treasurer appointed by majority of vote.
  • 4 years of counselling experience with Youth for Christ Ministry

Accomplishments

  • Accredited VITA Advanced Tax Preparer Volunteer
  • Received several 'Outstanding Award' for exemplary performance and recognition for handling the largest account in the company.
  • Implemented new quality assurance procedures to maximize customer satisfaction and loyalty.
  • Improved employee satisfaction and reduced turnover by 85%.
  • Supervised team of up to 25 staff members.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Documented and resolved Bank Account Reconciliation Issues which led to Identification of ineffective control methods and make proper adjustments to correct them.
  • Reduced operational expenses by 90% by streamlining branch operations.
  • Appointed by vote majority to be the Church Treasurer 4 years in a row.
  • Effectively and successfully rolled out various projects such as the Centralization of Processes in other business sites with no issues noted.
  • Increased monthly revenue 80% through implementation of strategic initiatives.

Languages

  • English, Full Professional
  • Samoan, Native or Bilingual

References

  • Tasi, Scanlon, Former Country Head, scanlont85@gmail.com, +8083416086, ANZ Bank Guam Inc
  • Max, Tuitele, Director of Human Resources, MaxTuitele@gmail.com, American Samoa Government
  • Elizabeth, Apelo, Former Head of Retail, elizabeth.apelo@gmail.com, +671-787-3265, ANZ Bank Guam Inc

Hobbies and Interests

  • Cooking
  • Gardening
  • Music
  • Youth Development Programs
  • Volunteer Travel
  • DIY and Home Improvement
  • I like working with my hands and fixing things.
  • Crafting and DIY Projects
  • Family time
  • Singing
  • Counselling
  • Church
  • Community work

Volunteer Experience

  • Assisted with special events and programs with church and community in Samoa.
  • Maintained clean, neat, and operational facilities to serve program needs.
  • Supported engaging, fun, and smooth-running events by helping with organization and planning.
  • Used strong interpersonal communication skills to convey information to others.
  • Represented organization positively and professionally while providing community with much-needed services.
  • Boosted fundraising efforts, securing valuable donations through targeted campaigns.
  • Collaborated with other nonprofit organizations to develop joint initiatives that benefited the broader community at large.

Community Service

  • I was the appointed Treasurer for the Church I served in American Samoa for 3 consecutive years 2020-2023 and resigned when I relocate to the United States.
  • I was a representative for my youth to a Summer Conference held in Toronto Canada in 2013.
  • I was the elected representative for Youth for Christ ministry in a conference in Fiji in 2019.

Professional Experiences Achievements Awards

  • Received several awards as the Outstanding and Go Over and Beyond Awards in the ANZ Bank industry both in American Samoa and in Samoa.
  • Completed cyber security training and earn online certificates on ANZ EDGE courses with the ANZ Bank Guam Inc.
  • I was a winner of the ANZ Samoa Bank offshore program in 2011. I was awarded the opportunity to work in Fiji for close to two months, to lead a project of centralization of the processing of outward wire transfers in Fiji.
  • Completed banking courses pertaining various Federal Banking regulations on BAI Learning such includes Regulation CC, Regulation E, Regulation B, Regulation H, Regulation Z etc.
  • Appointed as Acting Head of Retail ANZ Guam In dba American Samoa.
  • Appointed as Acting Country Head for ANZ Guam In dba American Samoa.

Education Achievements

Received two back-to-back scholarships from Society of Samoa College Old Pupils Association while in College (Samoa College)

Timeline

Assistant Manager

Global Credit Union
02.2025 - Current

Branch Manager

ANZ Banking Group
09.2016 - 01.2023

Manager Payments

ANZ Bank
01.2015 - 08.2016

Relationship Manager Assistant

ANZ Bank
09.2014 - 01.2015

Branch Manager

ANZ Bank
02.2014 - 08.2014

Manager Payments

ANZ Bank
03.2011 - 01.2014

Team Leader Processing & Clearing Funds

ANZ Bank
01.2010 - 02.2011

Operations Officer

ANZ Bank
01.2008 - 12.2009

Bank Teller

ANZ Bank
07.2005 - 12.2008

Certificate - Commerce

National University of Samoa

Pacific Senior School Certificate - Form7 equivalent

Samoa College

Year12 - School Certification - Form6 Equivalent

Samoa College

National - Nationwide Exam

Malie Primary School

Similar Profiles

CREATE PROFILE
Tanya Heather