Yolanda Thomas Harvey
Norman,OK
Summary
A multi-faceted banking professional motivated to improve organization and employee performance by creating environment of mutual respect, trust, consensus-building and accountability. Exceptional talent delivering multi-modal training across functions to improve knowledge and performance.
Overview
26
26
years of professional experience
1
1
Certification
Work History
Training and Development Manager
Sovereign Bank
09.2021 - Current
- Developed high-performing teams through strategic coaching and mentoring initiatives for managers and supervisors.
- Promoted a culture of continuous improvement, implementing best practices in adult education methodologies across the organization.
- Optimized departmental performance with thorough needs assessments, aligning training programs to business objectives.
- Achieved greater efficiency in the delivery of training programs by leveraging technology and digital tools for content creation, learning management, and reporting.
- Enhanced employee retention by implementing comprehensive training and development programs.
- Evaluated success of training programs and recommended improvements to upper management to enhance effectiveness.
- Streamlined onboarding processes, ensuring new hires were equipped with necessary skills for success in their roles.
- Led cross-functional teams to develop organizational competency models, providing clear career pathways and development opportunities for all employees.
- Cultivated strong relationships with external vendors and stakeholders to secure valuable resources for ongoing professional development opportunities.
- Increased employee engagement, delivering customized training solutions tailored to individual learning styles.
- Reduced company-wide skills gaps through effective workforce planning and targeted employee development initiatives.
- Facilitated change management processes during organizational transitions, providing support through targeted training interventions for affected employees.
- Managed budgets and resources effectively, ensuring timely completion of all assigned projects within allocated constraints.
Retail Operations Manager Vice President
FIRST NATIONAL BANK & TRUST CO. AKA Sovereign Bank
10.2020 - 09.2021
- The Retail Operations Manager is responsible for coordinating, directing, and assigning work within the banking locations
- Assists with resolution of branch cash balancing issues (general ledger balancing)
- Oversees delivery of services, whether by telephone or in-person, to customers and prospective customers
- Provides support for questions related to customer issues
- Serves as resource and provides information to branch personnel on new accounts, certificates of deposit, and IRAs
- Ensures that customers are promptly and professionally served
- Directs, administers and coordinates the activities of the Retail Operations area, in accordance with established goals and objectives established by the executive team
- Meets regularly with direct reports; provides coaching when necessary
- Maintain an in-depth knowledge of all products, services, equipment, internal controls, and policy and procedures
- Develop, and upon approval, implement customer care, new accounts, and teller operations policies, procedures and programs
- Consistently promotes the bank and maintains positive relationships with customers, potential customers, the community, vendors, and staff
- Monitor and evaluate the overall effectiveness of the retail operations functions; identify specific problems and trends and apply appropriate training or corrective strategies
- Administer policies and procedures and ensure compliance with applicable laws and regulations relevant to retail operations
- Ensure appropriate training programs are developed and implemented for retail operations
- Review and provide guidance, coaching and education based on the results of independent control assessments and audits
- Exercise awareness in regards to suspicious activity, money laundering, or fraudulent behavior relating to cash and overall transaction activity; document and report any identified behavior or transactions to the appropriate officer
- Supports new and prospective customer calls to explore needs and cross-sell retail products and services to increase market share and overall bank growth
- Facilitates regularly scheduled (no less than monthly) retail operations meetings
- Meetings may be held in a virtual environment or in person
- Develop and implement programs and training to support growth in the retail products and services
- Review equipment and workspace requirements for area(s) of responsibility
- Monitor courier workflow operations and recommend changes as needed
- Manage ATM network, contracts, maintenance, and replenishment
- Assist ACH originators with any issues related to rejected ACH files or creation of ACH origination files
- Oversee operations and compliance of merchant remote deposit program, including providing training for online banking tokens to include in person or on site customer set up
- Assist branches with foreign currency orders place through the correspondent bank
- Protect the bank's information technology (IT) systems and data by complying with technology policies
- Annually participate in budgeting process for area(s) of responsibility for all banking locations
- Oversees the bank's record retention procedures
- Prepare and provide documents for an audit or examination when requested (internal and external)
- Leadership team responsibilities to include presentations to the executive team
- Completes any assigned training in a timely manner
- Participates as an active member on any assigned committees or task forces
- Travel to all branches on a scheduled regular basis
- Other duties as assigned.
- Managed budgets effectively by monitoring expenses closely, identifying cost-saving opportunities, and allocating resources strategically.
- Collaborated closely with other managers to exchange best practices in retail operations management and drive continuous improvement across the organization.
SW Retail Branch Manager -AVP
FIRST NATIONAL BANK AND TRUST
09.2019 - 09.2020
- The SW Retail Branch Manager manages and coaches the activities of the branches located in the Southwest Region (Lawton, Mangum, and Granite Oklahoma)
- The responsibilities are as follows: Mentor (lead by example)
- Maintain daily order and function of assigned location
- Provide backup resources to other branches in the absence of that branch manager
- Act as backup to any role within the branch to include; teller, new accounts, teller supervisor and Assistant Manager
- Coach branch staff by providing documented observations and providing feedback
- Arrange/approve scheduling (time-off/timecards)
- Monitor Customer Surveys/Shops (coach/feedback)
- Manage NSF
- Monitor/manage ticklers
- Monitor/manage CD Portfolio
- Monitor teller O/S
- Time management of branch staff
- Monitor customer satisfaction/retention
- Ensure policies/procedures are current and being followed
- Problem solves for customers/employees
- Notary Services (if applicable)
- Schedule/maintain branch staff training (webinars, etc.)
- Audit security cameras & alarms
- Monitor appearance of interior/exterior of branch
- Marquee Management (if applicable)
- Monitor/manage supplies/needs
- Conduct employee reviews (30, 60, 90, 120 day & annual)
- Conduct any necessary branch staff counseling's
- Travels to region's branch locations on a weekly basis
- Supports the Retail Operations Manager-VP and Operations Director SVP; fulfill duties, as needed.
Teller Supervisor
Red River Federal Credit Union
05.2019 - 09.2019
- Supervises and trains teller functions and member services to accomplish daily activities of lobby, drive-thru or branch offices
- Responsible for Teller Excellence in member service by enforcing the Universal Characteristics for tellers
- Responsible for vault cash, ordering from Federal Reserve weekly, verifying accuracy and security
- Performs monthly surprise cash counts of all cash drawers
- Reviews all tellers work for errors, bad habits, outages, etc
- Balances and supplies the ATM, night deposit, money order inventory, travelers check inventory, seasonal ticket inventory, etc
- Completes security for opening and closing the building
- Transmits Travelers Checks to American Express
- Directs and manages job schedules, work loads, lunch periods
- Assists members with special requests or supervisor approval, approving insurance checks, endorsements, check hold exceptions and large amount transactions
- Completes Currency Transaction Report as required
- Recommends probationary action when needed
- Monitors teller cash drawers amounts for compliance and daily cash usage for area
- Reports teller transaction volume monthly
- Counsels tellers on individual cash over and short
- Responsible for informing tellers of changes and current events
- Monitors all safe deposit box activities
- Fills in where needed when employees are absent
- Reviews performance appraisals, counsels with other head tellers, and assists in preliminary interview of new employees
- Performs other duties as assigned
- Responsible for the security of all negotiables until signed over to Proof Department.
Business Development Specialist
Family Liberty Life Insurance
04.2018 - 09.2019
- Managing and processing death claims and payments for area funeral homes to be paid and meet government deadlines and compliance ordinances
- Managing, cultivating and facilitating funeral expense insurance courses to incoming agents to acquire their state license
- Manage and develop new website for Family Liberty Life Insurance company including communicating with external IT department and QL database business segments regarding areas of improvement and company wide issues etc
- Assistant office Administrator in accuracy of incoming new business applications and communicating objectives and state updates to all eight segments of the company
- Tracking and calculating agent weekly and monthly commissions
- Routing calls to the appropriate administrative and funeral home segments of the company
- Representing FLLIC at various community events
- Providing customer service to internal and external customer base.
Store Manager-District Business Advocate
Wells Fargo Bank
04.2014 - 01.2018
- Effectively communicate with team members the importance of growing households, developing ongoing banking relationships, and a need for community involvement
- As store manager, duties also include analyzing metric reports, coaching and motivating team members to meet goals, and complying with policy and procedure
- As a business advocate for the district, the responsibilities involve the ability to help bankers develop their skills to assist small business owners with the benefits and resolutions the company has to offer to streamline their business banking needs.
Personal Banker II (Senior Banker)
Wells Fargo Bank
07.2012 - 04.2014
- Build and maintain consumer household growth through deposit and lending needs of area customer base
- Develop small business relationships through community outreach and volunteer projects
- Additional job duty assigned to manage inside sales in the absence of store management and team member coaching to enhance customer experience and service.
Branch Manager III/Assistant Vice President
Regions Bank
09.2008 - 07.2012
- Managed three banking centers including the main office of Texarkana
- Position involved ongoing coaching for the success of bankers and tellers
- Branch management assignments also included, servicing customers, performing licensed financial services (issue Non FDIC securities and maintain current contracts), and commercial business calls in the community to increase banking center profitability.
Market Operations Specialist
Capital One Bank
07.1998 - 09.2008
- Positions held with Capital One bank: Market Operational Specialist, Assistant Branch Manager, Teller Manager, Investment Administrative Assistant, and Teller Mentor Associate
- Detailed banking experience in both sales and operations
- Job assignments included management, assisting area district management, auditing, training platform and teller associates, and providing administrative assistant in the investment department for the Texarkana Region.
Education
Insurance -
Regions Branch Leadership Academy
07.2009
Associate in Computer Technology and Information Systems -
Texarkana College
12.2000
High school or equivalent in Small Business Development Project -
Queen City High School
05.1995
High school or equivalent in CAPS scholar and scholarship winner -
Queen City High School
05.1995
Skills
- Mentoring
- FDIC
- Analytics and reporting
- Securities
- Lending
- Computer Hardware
- Computer software
- Time management
- Clerical and office skills
- Organizational Leadership
- Organizational Development
- Community Development
- Business Development
- Cold Calling
- Payroll
- Scheduling
- Word
- Outlook
- Billing
- Office Management
- Accounts Payable
- Data Entry
- Microsoft Excel
- Microsoft Office
- Quickbooks
- Typing
- Receptionist
- Accounts Receivable
- Marketing
- Bookkeeping
- Human Resources
- Virtual Training
- Training delivery
- E-Learning Strategies
- Technical training
- Onboarding Programs
- Learning Management Systems
- Needs Assessment
- Strategic thinker
- Written and oral communication
- New hire on-boarding
- Coaching and Mentoring
- Customized training
- Public Speaking
- Small Group Instruction
Certification
- Texas state insurance-life agent
- Licensed life insurance agent
Additional Information - Skills Projects Specialties
- Extraordinary customer service
- Retaining and building consumer and commercial households
- Protecting bank assets
- Operational duties
- Branch management duties
- Lending experience
- Bank Fiserv Core System projects
- Bank Operations Strategic Planning and Customer Care Taskforce
- Bank Operations Intranet Distribution
- Bank Teller Operations Training project
- Life Agent
- Civic Volunteer Activities
Groups
- Salvation Army's Women's Auxiliary- Lawton Ok
- Legacy Parenting Center Mentor
- Moore Norman Technical College Advisory Board Member
- Women In Banking -OBA
- ABA BBRG Member
Awards
The Helen Mitchell Service Award
Additional Information
References available upon request.
Timeline
Training and Development Manager
Sovereign Bank
09.2021 - Current
Retail Operations Manager Vice President
FIRST NATIONAL BANK & TRUST CO. AKA Sovereign Bank
10.2020 - 09.2021
SW Retail Branch Manager -AVP
FIRST NATIONAL BANK AND TRUST
09.2019 - 09.2020
Teller Supervisor
Red River Federal Credit Union
05.2019 - 09.2019
Business Development Specialist
Family Liberty Life Insurance
04.2018 - 09.2019
Store Manager-District Business Advocate
Wells Fargo Bank
04.2014 - 01.2018
Personal Banker II (Senior Banker)
Wells Fargo Bank
07.2012 - 04.2014
Branch Manager III/Assistant Vice President
Regions Bank
09.2008 - 07.2012
Market Operations Specialist
Capital One Bank
07.1998 - 09.2008
Insurance -
Regions Branch Leadership Academy
Associate in Computer Technology and Information Systems -
Texarkana College
High school or equivalent in Small Business Development Project -
Queen City High School
High school or equivalent in CAPS scholar and scholarship winner -
Queen City High School
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