Tanya Henderson
Gibsonton,FL
Summary
Providing World Class Services to Internal Partners and Customers 20+ years of experience in banking utilizing skills in customer relations, account management, auditing, and coaching. Team leader with experience in training and development, supervising and management, very effective at encouraging staff to meet and exceed objectives.
Professional leader with strong expertise in managing branch operations and driving team performance. Skilled in operational oversight, customer service, and conflict resolution. Valued for fostering collaboration, adapting to evolving requirements, and achieving targeted results. Known for reliability, strategic thinking, and effective communication.
Overview
6
6
years of professional experience
Work History
Branch Supervisor
Florida Central Credit Union
03.2021 - Current
- Supervised daily operations to ensure compliance with credit union policies and industry regulations.
- Trained and mentored staff on customer service best practices, enhancing member satisfaction and engagement.
- Implemented process improvements that streamlined workflows, increasing operational efficiency across the branch.
- Coordinated branch activities, ensuring alignment with organizational goals and fostering a collaborative work environment.
- Analyzed performance metrics to identify trends, informing strategic decisions for service enhancements.
- Managed cash flow and reconciled daily financial transactions, ensuring accuracy in branch reporting.
- Assigned job roles and oversaw performance.
- Handled escalated customer complaints professionally while working towards swift resolutions that maintained client satisfaction levels.
- Coordinated with other departments to ensure seamless communication and efficient workflow across the organization.
- Managed daily operations for smooth functioning, ensuring a high level of productivity.
- Led team meetings to share updates, discuss performance metrics, and set goals for improvement.
- Set schedule for tellers and customer service representatives.
- Managed maintenance of facility and grounds.
- Conducted regular performance evaluations, identifying areas for growth and creating targeted action plans for improvement.
- Developed strong relationships with clients, resulting in increased loyalty and repeat business.
- Executed extensive variety of customer transactions according to institutional policy and procedures.
Retail Relationship Banker
BMO Harris Bank
02.2019 - 02.2021
- Delivers a high level of service to clients to maintain and extend relationships for future business opportunities and business growth
- Open 200 new accounts, both business and personal
- Outbound/inbound sales calling efforts, further business development
- Performing 90% audits and ensuring compliance with banking standards
- Analyzed client needs to recommend tailored financial solutions that align with their goals and objectives.
- Developed strong relationships with clients by offering tailored solutions to their financial goals.
Education
High School Diploma -
Joliet Central High School
Joliet, IL01.1987
Some College (No Degree) -
Computer Learning Center
Skills
- Extensive customer service, loan processing, and money handing skills
- Fostering team building, staff development, and growth
- Team management
- Currency transaction management
- Customer service
- Relationship building
- Task delegation
- Strategic planning
- Compliance management
- Personnel oversight
- Account and client management
- Employee engagement
- Training and leadership
- Coaching and mentoring
- Data entry
Accomplishments
- Resolved product issue through consumer testing.
- Collaborated with team of 15 in the development of Fantastic Five Team.
- Achieved a 95.4% rating through effectively helping with client-loan ratio.
- Supervised team of 15 staff members.
Timeline
Branch Supervisor
Florida Central Credit Union
03.2021 - Current
Retail Relationship Banker
BMO Harris Bank
02.2019 - 02.2021
High School Diploma -
Joliet Central High School
Some College (No Degree) -
Computer Learning Center
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