Tyeshia Scott-Boyd
New Orleans,LA
Summary
A dynamic leader with a proven track record enhancing branch operations and customer satisfaction. Skilled in strategic planning and staff development, Significantly improved efficiency and team cohesion. As an expert in building relationships and operations management, developed innovative strategies that have resulted in notable brand visibility and increased profitability. Results-driven professional prepared to lead teams to success. Demonstrated capability to enhance operations and drive core metrics. Strong focus on team collaboration and adapting to changing demands, ensuring reliable performance. An enterprising Market Manager,successful in leading every facet of new and ongoing business operations. Strategic thinker and tactical decision-maker with a passion for exceeding expectations. Creative problem solver skilled at de-escalating situations and driving positive change.
Overview
17
17
years of professional experience
7
7
Certification
Work History
Sr. Retail Branch Manager
Capital One, N.A
01.2013 - Current
- Managed risk effectively by closely monitoring financial transactions and ensuring compliance with company policies. Developed SMART goals to manage the operational risk event management process of (6) Capital One branches with the Greater New Orleans Region, overseeing a team of 28 employees, including Branch Leadership and Branch Ambassadors. Achieved 23% growth in deposits and 20% increase in lending origination within the first 6 months, surpassing regional targets by 10%.
- Collaborated with regional operational management to develop strategic market planning resulting in an 82% reduction in operational costs while maintaining high levels of customer satisfaction and service quality.
- Optimized branch productivity through continuous improvements in processes, procedures, and staff training initiatives.
- Streamlined branch operations for improved efficiency, managing staff schedules, inventory control, and budgeting.
- Increased customer satisfaction by implementing efficient strategies for resolving complaints and addressing concerns.
- Editorialized data analysis insights to guide decision-making processes related to product selections, pricing adjustments, and staffing levels.
- Enhanced employee morale and reduced turnover with team-building activities, regular feedback sessions, and professional development opportunities.
- Interviewed and hired talented individuals with top-level strengths, improving organizational talent, and skill set.
- Planned, created, tested, and deployed system life cycle methodology to produce high-quality systems to meet and exceed customer expectations.
Customer Relations Manager
SunTrust Banks, Inc. NYSE: STI
12.2007 - 01.2013
- Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
- Contributed to an 85% increase in customer retention rates by implementing targeted advocacy initiatives that addressed specific customer needs and concerns.
- Identified and implemented process improvements that led to 98% reduction in recurring customer issues, enhancing the overall efficiency of the customer advocacy function.
- Successfully led the team through annually regulatory audits with zero findings related to customer complaints.
- Coached daily operations and sales functions to maximize revenue, customer satisfaction, and employee productivity.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Collaborated with cross-functional teams to address systemic issues impacting customer experiences.
- Analyzed customer feedback data to identify trends and areas requiring improvement initiatives.
- Leveraged data and analytics to make informed decisions and drive business improvements.
- Launched quality assurance practices for each phase of development
Education
MBA - Human Resources Management
Louisiana State University
Baton Rouge, LA05-2025
Bachelor of Arts - Business Administration And Management
Louisiana State University
Baton Rouge, LA12-2023
Skills
- Branch operations management
- Excellent time management skills
- Verbal/written communication
- Proficient in MS office
- Coaching and mentoring
- Operations management
- Public speaking
- Strategic planning
- Project management
- Attention to detail
- Proficient in SQL
- Human resources
- Team leadership
- Time management
- Decision-making
Certification
- Certificate in Lending Compliance Core Concepts, American Bankers Association, 11/2024
- Certificate in Deposit Compliance, American Bankers Association, 11/2024
- Certificate in Risk Management Framework, American Bankers Association, 10/2024
- Certificate in Operational Management, American Bankers Association 10/2024
- Six Sigma White Belt, Council for Six Sigma Certification, 3/2023
- Six Sigma Yellow Belt, Council for Six Sigma Certification, 3/2023
- Google Data Analytics Professional Certificate - Google. 12/2022
Timeline
Sr. Retail Branch Manager
Capital One, N.A
01.2013 - Current
Customer Relations Manager
SunTrust Banks, Inc. NYSE: STI
12.2007 - 01.2013
- Certificate in Lending Compliance Core Concepts, American Bankers Association, 11/2024
- Certificate in Deposit Compliance, American Bankers Association, 11/2024
- Certificate in Risk Management Framework, American Bankers Association, 10/2024
- Certificate in Operational Management, American Bankers Association 10/2024
- Six Sigma White Belt, Council for Six Sigma Certification, 3/2023
- Six Sigma Yellow Belt, Council for Six Sigma Certification, 3/2023
- Google Data Analytics Professional Certificate - Google. 12/2022
MBA - Human Resources Management
Louisiana State University
Bachelor of Arts - Business Administration And Management
Louisiana State University
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