Victoria Tansley
Old Forge,PA
Summary
High-performing financial services professional with extensive experience in client solutions, onboarding, and performance coaching. Known for consistently exceeding role expectations, achieving top-tier KPI scorecards, and driving operational excellence. Recognized for mentoring high-performing teams, optimizing client experiences, and implementing risk management practices that enhance organizational outcomes.
Experienced with player development, game strategy, and team management. Utilizes collaborative coaching approach to enhance team performance and foster player growth. Track record of effective communication and leadership in achieving team objectives.
Overview
6
6
years of professional experience
Work History
Assistant Softball Coach
Dunmore High School
03.2026 - Current
- Mentor student-athletes academically and athletically, promoting personal growth and team cohesion
- Assist in designing and executing practice plans that enhance skill development and competitive performance
- Support game strategy, analyze player performance, and provide actionable feedback
- Foster a disciplined, positive, and goal-oriented team culture, instilling leadership and resilience in student-athletes
- Developed practice plans to enhance team performance and skill development.
- Mentored athletes in technique, sportsmanship, and game strategy.
- Fostered a positive team environment through effective communication and support.
- Collaborated with head coach to establish competitive goals and objectives.
Advanced Client Solutions Specialist
Bank of America
11.2022 - Current
- Consistently surpasses role expectations across quality, client experience, and productivity KPIs
- Achieved top-tier results in quality assurance evaluations and client satisfaction metrics
- Built strong client relationships by identifying financial needs and delivering tailored solutions
- Exceeded sales and referral goals through consultative, needs-based conversations
- Maintained compliance and mitigated risk using internal tools and regulatory guidelines
- Recognized for digital fluency and the ability to support clients across multiple channels
- Developed tailored client solutions to enhance customer satisfaction and retention.
- Analyzed client needs and provided strategic recommendations for financial products.
Interim Onboarding & Proficiency Coach (OPC)
Bank of America
Scranton, PA
07.2025 - 01.2026
- Led onboarding and proficiency development for new hires, ensuring readiness in systems, product knowledge, and client engagement strategies
- Delivered targeted coaching aligned to quality standards and KPI scorecards, improving team performance and client satisfaction
- Provided real-time feedback to strengthen operational accuracy and adherence to compliance standards
- Partnered with leadership to implement strategies that consistently exceeded performance targets and drove operational excellence
- Developed training materials and resources to support staff in achieving professional goals and compliance standards.
- Analyzed team performance metrics to identify areas for improvement and drive targeted coaching initiatives.
- Mentored junior coaches, fostering a collaborative environment that encouraged knowledge sharing and skill enhancement.
- Streamlined onboarding processes for new hires, ensuring comprehensive understanding of policies and procedures.
- Collaborated with management to align coaching objectives with organizational goals, enhancing overall efficiency.
- Led team development sessions to enhance coaching strategies and improve employee performance.
- Implemented feedback mechanisms to refine coaching techniques, resulting in improved client satisfaction scores.
Telecommunications Technician
Luzerne County 911
11.2019 - 11.2022
- Operated multi-line emergency dispatch systems in high-pressure environments, ensuring rapid and accurate response
- Exercised critical thinking and decisive action in crisis situations
- Maintained composure while guiding callers through emergencies, prioritizing safety and protocol adherence
- Demonstrated exceptional attention to detail and compliance with operational standards
- Collaborated with emergency services personnel to enhance system performance and address specific operational needs.
- Implemented upgrades to existing systems, improving communication efficiency across various departments.
Education
Bachelor of Arts - Psychology
Concordia College
Bronxville, NY05-2019
Skills
- KPI & Scorecard Performance Excellence
- Quality Assurance & Compliance
- Client Experience Optimization
- Leadership & Coaching
- Risk Management
- Performance Development
- Relationship Building
- Crisis Management
- Skill instruction
- Strength conditioning
- Pitching
- Leadership qualities
Accomplishments
- Consistently exceeds role expectations and scorecard thresholds for KPI's like quality, client experience, core offer rate and operational metrics.
- Received numerous commendations from supervisors for team building, mentoring and leadership skills.
- Achieved positive praise through effectively helping with onboarding new hires.
Timeline
Assistant Softball Coach
Dunmore High School
03.2026 - Current
Interim Onboarding & Proficiency Coach (OPC)
Bank of America
07.2025 - 01.2026
Advanced Client Solutions Specialist
Bank of America
11.2022 - Current
Telecommunications Technician
Luzerne County 911
11.2019 - 11.2022
Bachelor of Arts - Psychology
Concordia College