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Gte Financial - Assistant Vice President Of Member Experience Resume Example

Elijah Anderson
XXXX XXXXXXX XXXX XXX, Valrico, FL 33594
XXXXXXXXXXXXXXXXXXXXXXXX
Ph: XXXXXXXXXXXX
Summary
Experienced, dedicated, self-motivated Senior Leader with over 20 years experience in Retail Branch Operations and Member Experience. Results driven leader
capable of evaluating and enhancing operational processes to deliver an efficient outcome
with demonstrated skills in strategic planning and forecasting to lead teams to achieve optimal sales and service results.

Career Accomplishments
  • Exceeded customer satisfaction goal over 105% through the implementation of market wide Customer Service initiatives
  • Customer Experience Leadership Award recipient 5 years in a row
  • Implemented market wide teller referral program that increased the closer rate of teller referrals from 50% to 90%
  • Successfully crossed trained branch personnel on multiple job functions outside of normal scope of responsibility; this role clarity initiative spread throughout the branch channel resulting in the development of top talent promoted within the organization
  • Award of Excellence recipient for exceeding goals in sales, service, and operations by 110%.
Experience
GTE Financial Tampa, FL ASSISTANT VICE PRESIDENT OF MEMBER EXPERIENCE Jul 2014Present
  • Partner with Community Financial Centers and other internal departments to ensure they understand how to read and interpret their Net Promoter System survey results to coordinate action plans to enhance the member experience.
  • Ensure Community Financial Centers and internal departments adhere to Net Promoter System Service Level Agreements to maintain the integrity of the program and instill member confidence
  • Lead Community Financial Centers to provide an outstanding, consistent WOW experience; while making it easy for our members to do business with us
  • Identified and assembled a team of motivated Community Financial center leaders (Member Experience Champions) that are passionate about delivering exceptional member service and removing obstacles that impede the best experience possible
  • Participated actively in the conception and development of the Interactive Teller Machine (ITM) Playbook
  • Aligned with internal departments to ensure their timelines and task list were included in the Playbook and sufficient to deployment
  • Identified lessons learned from the ITM deployments and worked closely with the internal departments on their proposed action items
  • Successfully deployed Interactive Teller Machines at Lakeland, South Tampa, Temple Terrace, Midtown and Ybor
  • Supported the Community Financial Center teams onsite to assist members with the transition from a traditional "teller" line to the OnScreen experience
  • Developed a group of independent leaders that leverage each other to grow their business and achieve their goals
GTE Financial Tampa, FL ASSISTANT VICE PRESIDENT, REGIONAL COMMUNITY FINANCIAL CENTER MANAGER Mar 2011Jun 2014
  • Maintains responsibility for all aspects of the Community Financial Centers to include the implementation of strategies and establishment of goals; to achieve growth, profit, operational efficiency and member experience objectives
  • Provides overall direction, guidance, and support to Community Financial Center Managers and staff
  • Fosters an environment of Integrity Coaching Principles and AIDINC, The Member Advantage to maintain member and employee engagement
  • Champions employee development to accomplish business goals and professional development within the retail sector
  • Collaborates as a member of the leadership team on credit union wide strategic planning initiatives and corporate direction
  • Develops and monitors Community Financial Centers' annual budget
  • Ensures that Community Financial Center staff complete required annual compliance training 
  • Lead continuous improvement efforts with a focus on core sales, service (member experience) and operations to achieve exceptional performance including optimal leveraging of technology
  • Set performance and production goals and hold employees accountable for their success
  • Drive out variability of team performance by taking swift action to address teams with gaps/deficits
Bank of America Tampa, FL VICE PRESIDENT, RETAIL BRANCH OPERATIONS, EAST FLORIDA Jan 1995Mar 2011

  • Hire, train, coach and develop leaders to reach corporate revenue goals of 104%.
  • Lead and participated in project initiatives to increase overall growth, quality service and sales.
  • Accountable for meeting sales and service objectives in branches by creating a culture that focuses on customers' needs 
  • Facilitated meetings to ensure understanding of product, policy, performance gaps and guidelines 
  • Motivated a team of leaders and associates to obtain key corporate initiatives 
  • Recognized as a "go-to" Senior Leader based on leadership skills, strategic thinking and implementation of best practices
  • Provided feedback and coaching to Senior Leaders to drive results and reduce variability 
  • Appointed as a team leader and council advocate for Compensation and Incentive Plans
  • Delivered written and oral reports to senior management to ensure proper communication of efficiencies
  • Reviewed and monitored the quality of sales performance and customer satisfaction that impact the bottom
  • Provided strategic guidance on the customer experience from cradle to implementation
  • Conducted weekly customer experience task force meetings to improve on any inefficiencies
  • Helped develop and review customer experience score cards and provided input on required actions
  • Developed strategies to generate internal and external business development to increase market share
  • Challenged leaders to create enthusiasm and excitement within their lines of business
  • Continuously recruited and developed world class talent, while promoting a culture of diversity within organization
Education
Florida Agricultural and Mechanical University Tallahassee, FL Bachelor of Science: Business Economics Business Administration
University of Phoenix Tampa, FL Masters of Business Administration
Series 6 and Series 63 License
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Resume Details

This is a real resume for a ASSISTANT VICE PRESIDENT OF MEMBER EXPERIENCE in Valrico, Florida with experience working for such companies as Gte Financial, Bank Of America. This is one of the hundreds of ASSISTANT VICE PRESIDENT OF MEMBER EXPERIENCE resumes available on our site for free. Use these resumes as templates to get help creating the best ASSISTANT VICE PRESIDENT OF MEMBER EXPERIENCE resume.

Previous Companies:

  • GTE Financial
  • Bank of America

Previous Job Positions:

  • ASSISTANT VICE PRESIDENT OF MEMBER EXPERIENCE
  • ASSISTANT VICE PRESIDENT
  • REGIONAL COMMUNITY FINANCIAL CENTER MANAGER
  • VICE PRESIDENT
  • RETAIL BRANCH OPERATIONS

Schools:

  • Florida Agricultural and Mechanical University
  • University of Phoenix

Level of Education:

  • Bachelor of Science
  • Masters of Business Administration
  • Series 6 and Series 63 License

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