Judy VanBryce
Calgary,Canada
Summary
Hardworking individual with strong expertise in operations management, focusing on efficient task management and achieving outstanding results. Possesses methodical approach to supply chain managament, ensuring minimal errors and high productivity. Demonstrates solid work ethic in maintaining order and delivering exceptional performance in all responsibilities. Equipped with essential skills and knowledge to succeed in the Service Worker I position
Overview
20
20
years of professional experience
Work History
Financial Service Representative / Loan Officer
easyfinancial-Easyhome
01.2016 - 01.2024
- Excelled in demonstrating compassion and empathy for customers by understanding their situation/needs and matching them to a suitable financial product
- Built strong relationships with customers by providing exceptional service throughout the entire loan process.
- Developed and implemented strategies to increase customer satisfaction and reduce delinquency rates for loan products.
- Maintained up-to-date knowledge of federal, state, and local regulations pertaining to lending practices.
- Successfully managed a portfolio of over 200 loan accounts, ensuring timely payments and accuracy of records.
- Met with applicants to obtain information for loan applications and to answer questions about process.
Branch Manager
easyfinancial-Easyhome
01.2015 - 01.2016
- Office manager responsible for organizing and maintaining branch excellence by understanding customers' needs and matching them with suitable financial products
- Educated and empowered customers to achieve their financial goals by building their credit while capitalizing on financial cross-sales and add-on products
- Confident in communicating terms and conditions of financial products clearly and managing collections activities for all past-due accounts
- Proficient in reviewing and evaluating prospective loans through financial analysis and risk assessments
- Securely required information to fulfill customer applications with strong attention to detail
- Maintained high level of employee morale to minimize turnover and maximize customer satisfaction.
- Facilitated conflict resolution between customers and staff members, improving the branch's reputation for quality service.
- Ensured compliance with applicable laws and regulations.
Customer Service Manager
CASH STORE
01.2004 - 01.2015
- Led the recruitment, training, and supervision of a team of customer service representatives, many of whom advanced to management roles within the company
- Cultivated a high-performance environment focused on exceptional service for clients and motivating employees to deliver top-tier results
- Managed front-end operations to ensure seamless, friendly, and efficient transactions
- Spearheaded branch revenue growth across 7 stores, significantly increasing profitability
- Consistently maintained a delinquency rate of 26%, well below the company average of 63.86%
- Drove a dramatic improvement in the guest satisfaction index, increasing it from 58% to 92% over 11 years, ensuring swift resolution of customer concerns while adhering to company policies
- Played a pivotal role on a special task force focused on reviving underperforming stores; trained customer service representatives and managers, leading to measurable improvements in customer satisfaction and a boost in branch operating income
Education
EMR - First Year Certification -
SAIT
Calgary, AB01.2002
1st Yr. Education Program -
University of Calgary
01.1982
High School Diploma -
01.1981
Skills
- Staff development & training
- Excellent interpersonal skills
- Performance management
- Inventory management
- Relationship building and management
- Conflict resolution
- Attention to detail
- Security and safety protocols
- Excellent work ethic
References
Available Upon Request
Timeline
Financial Service Representative / Loan Officer
easyfinancial-Easyhome
01.2016 - 01.2024
Branch Manager
easyfinancial-Easyhome
01.2015 - 01.2016
Customer Service Manager
CASH STORE
01.2004 - 01.2015
EMR - First Year Certification -
SAIT
1st Yr. Education Program -
University of Calgary