Tara Lamond
Vancouver,BC
Summary
Accomplished at Vancouver City Savings Credit Union, I leveraged exemplary communication and business analysis skills to enhance client satisfaction and drive business growth. My leadership in operations management and relationship building led to significant partnerships, optimizing financial solutions with a keen focus on risk assessment. Achieved a notable increase in client retention and operational efficiency. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Personable business professional bringing successful 18-year career in financial roles within large Credit Union.
Overview
18
18
years of professional experience
Work History
Small Business Advisor
Vancouver City Savings Credit Union
04.2018 - 06.2024
- Underwriter for financing solutions to Small, Medium, Large and commercial business.
- Leveraged digital tools for financing, ensuring timely completion of client's requests while maintaining a high level of quality assurance
- Provided leadership coaching to small business owners, enabling each to find daily motivation, solve problems, and make effective decisions.
- Evaluated financial performance data to provide actionable insights on revenue optimization strategies for clients'' businesses.
- Reviewed and provided advice on business plans for clients to achieve growth and profitability.
- Increased client satisfaction by providing personalized small business advice and support.
- Helped businesses pivot in response to changing market conditions through thorough analysis and strategic planning.
- Met with small business owners to discuss there organizations, what each hoped to achieve and what products and services would be offered.
- Established strong relationships with clients, leading to long-term partnerships and repeat business.
- Collaborated with local economic development organizations to support small business initiatives within the community.
- Mentored new Small Business Advisors by sharing best practices and industry knowledge gained from years of experience in the field.
- Facilitated workshops on risk management principles to help clients navigate potential challenges in their industries.
- Supported companies during critical moments, such as during the launch of a new product or service, by providing expert advice and guidance.
- Provided training seminars on various topics such as financial management, marketing, and operations planning to empower small business owners.
- Assisted entrepreneurs in securing funding through effective pitch presentations and financial documentation.
Assistant Branch Manager
Vancouver City Savings Credit Union
01.2015 - 04.2018
- Supported the Branch Manager with daily tasks, ensuring smooth branch functioning and effective communication amongst team members.
- Trained and developed new team members in alignment with branch service standards and objectives.
- Monitored daily branch activities, quickly identifying areas requiring improvement or corrective action to maintain operational excellence.
- Oversaw successful completion of internal audits with minimal findings, demonstrating strong adherence to bank policies and regulations.
- Responded to customer concerns, working with manager to significantly raise customer satisfaction ratings.
- Supervised and evaluated staff to help improve skills, achieve daily objectives, and attain advancement.
- Enhanced customer satisfaction by providing exceptional service and addressing concerns promptly.
- Trained and mentored new employees, fostering a positive work environment that led to higher retention rates.
- Assisted in creating a welcoming branch atmosphere by maintaining cleanliness, organization, and visually appealing displays of promotional materials.
- Built rapport with account holders by reaching out with product recommendations and account updates.
- Assisted in achieving branch sales goals by identifying potential cross-selling opportunities and promoting bank products and services.
- Coached and developed branch staff by offering constructive feedback and ongoing training opportunities.
- Supervised team of 20 to 30 branch employees and made recommendations regarding performance evaluations.
- Coordinated staff schedules, maintaining optimal staffing levels during peak business hours for improved customer experience.
- Conducted weekly staff meetings to motivate staff members, address concerns, and questions, plan improvements and evaluate progress toward goals.
- Implemented process improvements to increase productivity.
- Managed risk effectively through strict adherence to compliance guidelines, minimizing financial losses due to fraud or errors in transactions.
- Collaborated with tellers, universal bankers and personal bankers to exceed sales goals.
- Collaborated with other departments within the bank to resolve complex issues efficiently, ensuring seamless service delivery to customers.
- Managed branch budget effectively by controlling expenses and optimizing resource allocation for maximum profitability.
- Implemented targeted marketing strategies that attracted new customers while retaining existing ones leading to an overall increase in branch footfall.
- Improved teller accuracy by implementing standardized cash handling procedures and conducting regular audits on cash drawers.
- Demonstrated knowledge of branch financial products, loans and lines of credit.
- Maintained friendly and professional customer interactions.
- Submitted loan applications to underwriter for verification and recommendation.
Financial Account Manager
Vancouver City Savings Credit Union
09.2011 - 12.2014
- Provided Financing for both Personal and Business Clients
- Analyzed accounts for delinquencies and other ongoing issues.
- Managed diverse portfolios with a focus on risk mitigation and long-term growth strategies.
- Facilitated timely decision-making by presenting accurate financial reports to key stakeholders.
- Strengthened client retention rates by delivering exceptional customer service and anticipating future needs.
- Developed strong relationships with clients, fostering trust and loyalty through personalized service.
- Provided ongoing training for junior team members, enhancing overall departmental performance.
- Oversaw account services for key regional clients.
- Assisted clients in achieving their financial goals through strategic planning and expert guidance.
- Performed banking, business administration and financial tasks to guarantee five-star service for clients.
Contact Center Representative
Vancouver City Savings Credit Union
07.2006 - 09.2011
- Provided Personal financial solutions through underwriting loans and mortgages
- Participated in regular team meetings, sharing insights on common issues faced by customers for collective problem-solving efforts.
- Increased first call resolution rates by utilizing comprehensive product knowledge and problem-solving skills.
- Provided exceptional customer service by actively listening to inquiries and offering personalized solutions.
- Navigated multiple software applications simultaneously, ensuring accuracy and efficiency in handling customer inquiries.
- Managed high call volume while remaining focused on delivering excellent customer experiences.
- Enhanced team productivity through effective collaboration and communication with colleagues and across the organization.
- Improved customer satisfaction by efficiently addressing and resolving issues in a timely manner.
- Exceeded performance metrics by consistently maintaining high-quality interactions with customers.
- Maintained detailed records of customer interactions, ensuring accurate documentation for future reference.
- Contributed to continuous improvement initiatives, implementing feedback from supervisors and peers to enhance personal performance.
- Assisted in training new hires, sharing best practices and contributing to their professional development.
- Met customer call guidelines for service levels, handle time and productivity.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
Education
Financial Management
BCIT
Vancouver, BCBusiness Management Studies (BMS)
Langara College
Vancouver, BCNursing Program
Kwantlen Polytechnic University
Surrey, BCHigh School Diploma -
Enver Creek Secondary School
Surrey, BC06.2001
Skills
- Operations Management
- Exemplary communication skills
- Risk Assessment
- Business Analysis
- Business Development
- Account Management
- Relationship Building
- Staff Management
- Financial Services
- Process Improvement
- Policy and procedure implementation
- Teamwork and Collaboration
- Problem-Solving
- Time Management
- Attention to Detail
- Problem-solving abilities
- Multitasking
- Reliability
- Excellent Communication
- Active Listening
- Adaptability and Flexibility
- Decision-Making
Languages
English
Full Professional
Timeline
Small Business Advisor
Vancouver City Savings Credit Union
04.2018 - 06.2024
Assistant Branch Manager
Vancouver City Savings Credit Union
01.2015 - 04.2018
Financial Account Manager
Vancouver City Savings Credit Union
09.2011 - 12.2014
Contact Center Representative
Vancouver City Savings Credit Union
07.2006 - 09.2011
Financial Management
BCIT
Business Management Studies (BMS)
Langara College
Nursing Program
Kwantlen Polytechnic University
High School Diploma -
Enver Creek Secondary School
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