Tiffany Smigay
Colorado Springs,CO
Summary
My mission is to share my fourteen plus years of experience in all banking positions with others. I hope to inspire them and give them the confidence to be successful in their banking career. I strive to be impactful to every employee I meet by instilling within them the education and resiliency of various banking positions. Coaching them the importance of long-term persistence whether it be in their banking career or life’s goals in general.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Sr. Operations Training Specialist
Ent Credit Union
11.2020 - Current
- Conducts in-house training programs for service center staff to include Member Service Representative training, Member Relationship training, IRA training, Training Labs and customized training courses.
- Responsible for preparation of class materials and coordination of training classes.
- Mentors new and existing Operations Training Specialists. Assists in appropriate follow-up for Operations Training Specialists not successfully meeting standards.
- Liaisons with all departments and key managers of the credit union to ensure all training materials are accurate, current, and consistent.
- Assist in the design, development, implementation, and evaluation of training programs to meet training needs.
- Monitors industry developments and trends to ensure effective utilization of learning practices.
Sr. Member Service Rep and Business Consultant
Ent Credit Union
08.2019 - 11.2020
- Performed transactions, researched, and problem solved for members with a positive attitude and focus on member satisfaction. Cross-sold products.
- Assisted with balancing and auditing ATM, CTR, and key combos.
- Opened new personal and business accounts in an organized and consistent manner.
- Served a center expert in employee development, such as coaching and new hire buddy.
- Assisted leadership with changes in compliance and policies by updating team with morning meetings.
Client Experience Operations Manager
BBVA
11.2016 - 08.2019
- Organized service centers to meet mock audits standards, including compliance for new personal and business accounts, signatures, retention of documentation, and audit forms.
- Managed several employees’ schedules, reviewed and approved timesheets, tracked sales goals for team.
- Supervised employees and assessed performances to determine coaching needs.
- Handled varies reports for center such as general ledgers, safe boxes, and delinquencies.
- Maintained customer service by performing transactions and research requests and customer support for login portals
- Interviewed, trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
Service Center Branch Manager
Academy Bank
01.2012 - 11.2016
- Managed schedules, reviewed and approved timesheets and time off requests.
- Trained new staff members on company policies and center expectations.
- Recruited, interviewed, and hired employees and implemented coaching and mentoring programs to promote positive feedback and engagement.
- Scheduled daily service center employees and coached and monitored performances.
- Updated and maintained the tracking for production in the centers, daily meetings on production and action plans
- Organized office functions to include compliance for new personal and business accounts and retention of documentation for centers to be within current standards.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
Education
High School Diploma -
ELLICOTT HIGH SCHOOL
CALHAN, CO05.2010
Skills
- Ability to work collaboratively
- Leadership skills, such as coaching and mentoring
- Problem solving and decision making
- Flexible to change and poised under pressure
- High comfort with public speaking
- Excellent organizational skills
- Communication, verbal and written skills
- Training and facilitating skills
- Attention to detail
- Microsoft Office 365
Certification
Certified Credit Union Financial Counselor (CCUFC)
Timeline
Sr. Operations Training Specialist
Ent Credit Union
11.2020 - Current
Sr. Member Service Rep and Business Consultant
Ent Credit Union
08.2019 - 11.2020
Client Experience Operations Manager
BBVA
11.2016 - 08.2019
Service Center Branch Manager
Academy Bank
01.2012 - 11.2016
High School Diploma -
ELLICOTT HIGH SCHOOL
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