Whitney Hodsden
Murfreesboro,TN
Summary
Experienced banker in multiple areas of banking from audits and operations to lending and loan processing with a lot of customer service in all areas. What makes me unique? My standout difference is that I am honest, loyal, and an extremely hardworking individual with love and care stemming from a heart filled with tons of empathy and a desire to teach and help others.
Overview
13
13
years of professional experience
Work History
Assistant Manager
Volunteer Bank
Murfreesboro, TN
01.2021 - Current
- Led team to enhance customer service protocols, improving client satisfaction scores.
- Developed and implemented training programs for new staff, increasing onboarding efficiency.
- Mentored junior staff in best practices for compliance and regulatory standards.
- Oversaw daily branch operations, ensuring adherence to organizational policies and procedures.
- Coordinated community outreach initiatives, strengthening local partnerships and engagement.
- Facilitate consumer loan requests, maintain portfolios and coach staff on how to sell and handle requests.
- Uncover needs and refer customers to business partners such as Treasury Management, Mortgage or Merchant service.
- Perform all audits and maintain all compliance for branch audits.
- Responsible for growing existing and developing new small business banking
Assistant Manager
Franklin Synergy Bank/FirstBank
Murfreesboro, TN
07.2019 - 12.2020
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Hit Synergy Elite Club every quarter - the top 4 in deposit growth amongst my peers
- Worked one on one with Area Manager and Sales Manager to develop and implement a sales training program and train other Assistants.
- Remained top 5 in deposit growth for the whole company the duration of my employment.
- Promoted teamwork within the workplace by encouraging collaboration among staff members on various project tasks.
- Conducted performance evaluations and provided constructive feedback to employees.
- Led weekly team meetings to discuss goals and review performance, fostering culture of continuous improvement.
Personal Banker
Fifth Third Bank
Brentwood, TN
02.2016 - 07.2019
- Assisted clients in identifying financial needs and recommending suitable banking products.
- Facilitated account openings, ensuring compliance with regulatory requirements and internal policies.
- Achieved regional record of 100% accuracy of sales and service documents in two consecutive months.
- Improved audit scores from D to an A within first 6 months of employment.
- Rolling 12 month employee scorecard of 99.75% which weighs sales and service documents
- Hit the highest personal banker score ever for Middle TN region.
- Improved audit scores for a branch on a special assignment in 2 months.
- Regularly stayed in the top 1% of my peer group the whole length of employment.
- Utilized strong interpersonal communication skills during client interactions, resulting in increased trust and fostering long-lasting relationships.
- Maintained compliance with bank policies and regulations while executing various financial transactions for customers.
- Cross-sold bank products and services to meet customer needs and provide options.
- Worked closely with management to strategize sales techniques to increase branch production and customer service.
- Processed deposits, withdrawals and ACH transfers accurately.
- Balanced cash drawers and vault accounts on daily basis with zero discrepancies.
Teller/Universal Banker
First Tennessee Bank
Knoxville TN/Murfreesboro TN
11.2012 - 02.2016
- Processed customer transactions efficiently, ensuring accuracy in cash handling and account management.
- Received 2nd best overall teller in 2013 for East Region.
- Hit the spirit coach honor for the highest customer service score in the Region.
- Provided comprehensive account support, addressing inquiries and resolving issues promptly.
- Continued excellent customer service scores averaging 99% for length of employment.
- Trained new tellers on operational procedures and customer service protocols to enhance team performance.
- Implemented process improvements that reduced transaction times and elevated customer satisfaction scores.
- Conducted regular audits of cash drawers to maintain compliance with bank policies and minimize discrepancies.
- Developed strong relationships with customers, promoting financial products tailored to their needs and preferences.
- Managed high-volume transactions efficiently while maintaining attention to detail, ensuring accurate processing for customers.
Education
Bachelor of Science - Hospitality/Culinary Arts
University of Tennessee
Knoxville, TNSkills
- Customer service
- Team leadership
- Decision-making
- Customer relations
- Operations management
- Sales strategies
Timeline
Assistant Manager
Volunteer Bank
01.2021 - Current
Assistant Manager
Franklin Synergy Bank/FirstBank
07.2019 - 12.2020
Personal Banker
Fifth Third Bank
02.2016 - 07.2019
Teller/Universal Banker
First Tennessee Bank
11.2012 - 02.2016
Bachelor of Science - Hospitality/Culinary Arts
University of Tennessee