Theron Gibson
Senior Member Service Manager
Neptune Beach,FL
Summary
Focused Member Service Manager offering 30 years of experience in all aspects of retail management with success in leading teams towards achievement of customer service and company goals. Proven success in improving sales, customer satisfaction and overall efficiency through transformative leadership and process optimization. Excited to leverage expertise in retail operations management and new business development to enhance a growing team.
Overview
25
25
years of professional experience
Work History
Senior Member Service Manager
RadiFi Credit Union
01.2008 - Current
- Organized staff meetings regularly aimed at discussing challenges encountered and brainstorming solutions together as a team.
- Ensured compliance with regulatory requirements through diligent monitoring of day-to-day activities.
- Recruited, hired, scheduled, evaluated and promoted service representatives, building strong relationships with team while promoting open door policy.
- Oversaw day-to-day member service activities, directly supervising up to 6 member service representatives to achieve organizational milestones and goals.
- Conducted regular performance evaluations for staff, providing constructive feedback and professional development opportunities as needed.
- Participated in cross-functional teams to design new products or services tailored specifically to member needs and preferences.
- Enhanced member satisfaction by addressing inquiries and resolving issues promptly.
Vice President of Lending
JAX Federal Credit Union
12.2004 - 01.2008
- Assisted in the formulation of annual budgets and forecasts for the lending division while closely monitoring actual results against projections.
- Evaluated credit policies on an ongoing basis, ensuring compliance with regulatory requirements and industry best practices.
- Oversaw the administration of a multi-million-dollar loan portfolio, ensuring timely repayments and minimal losses due to defaults or foreclosures.
- Optimized underwriting guidelines to strike a balance between risk management and customer needs.
- Collaborated with cross-functional teams to optimize lending operations across all departments.
- Chaired regular meetings with senior leadership to discuss lending strategy, performance metrics, and future initiatives.
- Designed and maintained financial models to identify and measure risks.
Chief Lending Officer
Sunshine State Credit Union
01.1999 - 12.2004
- Ensured compliance with all federal, state, and local regulations pertaining to lending activities within the organization''s footprint.
- Reduced risk exposure through diligent underwriting, credit analysis, and adherence to regulatory guidelines.
- Demonstrated exceptional leadership in times of change, guiding the lending team through major organizational transitions or shifts in market conditions.
- Collaborated with executive management to establish lending policies and procedures in accordance with industry best practices.
- Oversaw a diverse team of lending professionals, promoting collaboration and effective communication within the department.
Education
Bachelor of Science - Financce
Florida State University
Tallahassee, FL 05.2001 -
Skills
Compliance Management
Task Delegation
Effective written and verbal communication
Team Management
Coaching and Mentoring
Employee Development
Sales Tracking
Schedule Management
Quality Assurance
Sales Coaching
Sales Promotion
Strategic Planning
Sales Strategies
Staff Scheduling
Service operations oversight
Timeline
Senior Member Service Manager
RadiFi Credit Union
01.2008 - Current
Vice President of Lending
JAX Federal Credit Union
12.2004 - 01.2008
Bachelor of Science - Financce
Florida State University
05.2001 -
Chief Lending Officer
Sunshine State Credit Union
01.1999 - 12.2004