Virgie Cole
Gansevoort
Summary
Dynamic individual with over 25 years of hands-on experience in the banking and finance industry. Brings strong problem-solving skills and proactive approach to new tasks. Known for adaptability, creativity, and results-oriented mindset. Committed to making meaningful contributions and advancing organizational goals.
Overview
27
27
years of professional experience
Work History
Senior Member Service Representative
Navy Federal Credit Union
07.2010 - Current
- Managed member inquiries and resolved complex issues, enhancing member satisfaction and retention.
- Led training sessions for new representatives, improving team performance and knowledge retention.
- Developed and implemented process improvements, streamlining operations and reducing response time.
- Analyzed member feedback to identify service gaps, driving initiatives for enhanced product offerings.
- Collaborated with cross-functional teams to deliver solutions aligned with member needs and organizational goals.
- Contributed to the development of department goals and objectives, aligning them with company mission and vision.
- Acted as a liaison between management and staff during internal policy updates or procedural changes ensuring a smooth transition.
- Supported the introduction of new products or system changes by adapting quickly and assisting colleagues as needed with the transition period.
Assistant Manager
Adirondack Trust Company
03.2010 - 07.2010
- Led team in executing operational strategies to enhance service quality and efficiency.
- Implemented process improvements that streamlined workflows and reduced turnaround times.
Assistant Manager
Navy Federal Credit Union
07.2007 - 12.2009
- Mentored junior staff, fostering professional development and enhancing team performance.
- Coordinated cross-departmental communication to ensure alignment on strategic initiatives.
- Developed training programs that increased employee engagement and skill levels across teams.
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Developed strong working relationships with staff, fostering a positive work environment.
- Mentored junior staff members in their professional development by offering guidance/support in their assigned roles.
- Assisted in recruiting, interviewing, hiring, and onboarding of new employees to maintain adequate staffing levels.
- Scheduled staff shifts to ensure proper coverage during peak shopping hours without exceeding labor budgets.
- Boosted employee morale by recognizing outstanding performance and celebrating team accomplishments.
- Implemented staff training programs to elevate service standards and knowledge.
Teller Manager
Community Bank by Bank of America
01.2004 - 05.2007
- Oversaw daily operations, ensuring compliance with banking regulations and company policies.
- Managed teller staff, providing training, performance evaluations, and ongoing development.
- Implemented process improvements to enhance customer service efficiency and satisfaction levels.
- Analyzed transaction data to identify trends and recommend operational adjustments.
- Coordinated cash handling procedures, minimizing discrepancies, and ensuring accuracy in daily reconciliations.
- Conducted regular audits of teller activities to ensure adherence to security protocols and reduce risk exposure.
- Fostered a positive work environment by promoting teamwork, collaboration, and open communication among staff members.
- Led team meetings to discuss operational goals, share best practices, and drive continuous improvement initiatives.
- Developed succession planning strategies by identifying high-potential employees and providing opportunities for growth within the organization.
- Increased employee retention by providing ongoing coaching, feedback, and professional development opportunities for teller staff.
- Maintained a high level of accuracy in transaction processing through rigorous attention to detail and adherence to established protocols.
- Implemented best practices gleaned from industry conferences or networking events attended regularly on behalf of the institution.
Customer Service Representative
The Foothills Bank
11.2000 - 10.2003
- Resolved customer inquiries efficiently, enhancing overall satisfaction and loyalty.
- Managed multiple communication channels, ensuring timely responses to customer needs.
- Responded to customer requests for products, services, and company information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
Bank Teller
Norwest Bank
07.1998 - 10.1999
- Processed customer transactions accurately and efficiently, ensuring compliance with banking regulations.
- Assisted clients with account inquiries, resolving issues and fostering positive relationships.
- Maintained up-to-date knowledge of bank products, enhancing customer service delivery.
- Monitored cash drawer balances, performing reconciliations to ensure accuracy and accountability.
- Balanced cash drawers accurately at the end of each shift, minimizing discrepancies in financial records.
- Processed customer transactions promptly, minimizing wait times.
Education
Bible College Diploma - Bible Studies
Faith Bible Institute
Monroe, LA05-2019
Associate of Arts - Business Administration
American InterContinental University
Hoffman Estates, IL05-2006
Skills
- Client relationship building
- Customer service expertise
- Call center experience
- Team management
- Teamwork
- Problem-solving skills
- Time management
- Calm and professional under pressure
- Excellent communication
- Customer service excellence
- Money handling
- Self motivation
- Product knowledge
- Interpersonal skills
Languages
Tagalog
Native or Bilingual
Special Assignments
Navy Federal Credit Union, Camp Lemonnier.
Djibouti, Africa
May 2022 to October 2022
Navy Federal Credit Union, NSA Bahrain
Manama, Bahrain
August 2023 to November 2023
Additional Information
Awards:
The Richard E. Cobb Award for Excellence
Sustained Superior Performance Award
Timeline
Senior Member Service Representative
Navy Federal Credit Union
07.2010 - Current
Assistant Manager
Adirondack Trust Company
03.2010 - 07.2010
Assistant Manager
Navy Federal Credit Union
07.2007 - 12.2009
Teller Manager
Community Bank by Bank of America
01.2004 - 05.2007
Customer Service Representative
The Foothills Bank
11.2000 - 10.2003
Bank Teller
Norwest Bank
07.1998 - 10.1999
Bible College Diploma - Bible Studies
Faith Bible Institute
Associate of Arts - Business Administration
American InterContinental University
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