Cheesha Gayden
APO
Summary
As an enthusiastic professional with skills in management, customer service, and merchandising, I am eager to work abroad. I excel in analytical problem-solving and improving efficiencies to drive company success. My strengths in team building, motivation, and relationship-building foster a positive work environment, enhancing employee engagement and performance.
Overview
18
18
years of professional experience
Work History
Branch Manager
Andrews Federal Credit Union
08.2023 - Current
- By improving service quality and promptly addressing member concerns with friendly and professional interactions, my team of five and I raised customer satisfaction ratings to 92.68% out of 100%. This achievement highlights my dedication to delivering exceptional service and effectively resolving issues.
- By proactively managing individual and team tasks, I ensure deadlines are consistently met. I oversee daily operations to maintain efficiency and ensure audit compliance with internal controls and policies. This approach demonstrates my strong management skills, guaranteeing timely task completion and optimal resource allocation.
- As part of my commitment to team development, I regularly evaluate employee performance through appraisals and bi-weekly feedback sessions. This proactive approach supports continuous skill development and knowledge enhancement, fostering a culture of growth and improvement within the team.
- I continuously monitor branch performance against key performance indicators, implementing corrective actions to ensure monthly objectives are met or exceeded. Additionally, I manage cash orders and shipments to maintain optimal branch cash levels.
- Review and underwrite customer loan applications for loan approvals and denials.
Assistant Branch Manager
Andrews Federal Credit Union
09.2021 - 08.2023
- Supported the Regional Branch Manager with daily tasks by proactively meeting deadlines, ensuring smooth branch functioning and effective communication among a team of four members through training and developing new team members in alignment with branch service standards and objectives by conducting weekly staff meetings to inspire and motivate staff members, address concerns and questions, plan improvements, and evaluate progress towards goals, in addition to writing performance appraisals.
- Successfully oversaw the completion of internal audits, which included cash handling, safety, and security processes. The audits were completed with minimal findings, demonstrating a strong adherence to bank policies and regulations and a commitment to maintaining operational excellence.
- Enhanced customer satisfaction by providing exceptional service, promptly addressing concerns, building a positive rapport with account holders, and increasing the member base through achieving branch sales goals by identifying potential cross-selling opportunities and promoting bank products and services.
- Reviewed credit applications for risk factors, creditworthiness, and decision loan applications.
Financial Service Representative
Andrews Federal Credit Union
05.2018 - 09.2021
- Maintained branch cash levels, balanced and processed monthly cash vault, ATM, and teller drawer audits with zero error rates.
- Trained and supported the growth development of three tellers/sales associates to improve member satisfaction, which contributed to achieving monthly goals through cross-selling products and financial services to members.
- Worked closely with management to build and deepen productive relationships with members to drive sustained growth by developing financial planning strategies and solutions through the evaluation of finances.
- Administered account transactions, such as cash handling, deposits, withdrawals, money orders, and checks, including reissuing statements and updating personal information in the database. This included responding to member inquiries concerning financial products and opening and closing accounts as required.
- Participated in community events and promoted team spirit by applying a background of creative skills in theater, costume, and fashion design.
Lead Teller
Andrews Federal Credit Union
04.2017 - 05.2018
- Performed general teller duties, including handling foreign and dollar currencies, balancing cash drawers, and completing accurate high-volume money counts, both manual and machine-driven approaches. Performing loan payments, issuing cashier's checks and money orders, checking account information, and handling indoor lines. Maintained, organized, and stocked teller window areas and mentored new hires.
- Managed approximately 20 incoming calls and email inquiries daily, regarding products and services by investigating member accounts and providing beneficial product and service recommendations by identifying potential needs through questioning and listening.
- Maintained compliance and adhered to the organization’s policy and procedures.
- Participated in community events.
- Continued education on current products and services through specific classes and policies.
Retail Supervisor/Visual Merchandiser
The Exchange
04.2006 - 04.2017
- Consistently executed and maintained marketing compliance within the fashion retail department and throughout six stores by coordinating merchandising new products, including displays, signage, and sales enablement.
- Trained and oriented associates to maximize team performance.
- Oversaw continuous floor maintenance and recovery efforts, keeping displays and shelves customer-ready and professionally presented by monitoring proper stock rotation procedures, entering and pricing inventory to assist with efficient restocking, and setting up promotions to move out aging products.
- Liaised with the store manager to increase the store’s profitability by re-merchandising stock assortment with attractive, eye-catching window and floor displays to create visually appealing layouts for store merchandise.
- Answered product questions and assisted customers in selection and checkout. Operated cash register functions, cash handling, and balancing, conducted customer transactions and adhered to opening and closing procedures.
Education
MBA - Business Admin. Concentration in Entrepreneurship
Columbia Southern University
Orange Beach Alabama10.2022
Bachelor of Science - Psychology - Magna Cum Laude
Columbia Southern University
Orange Beach Alabama10.2019
Associate of Arts - Fashion Design
Fashion Institute of Design & Merchandising
Los Angeles1991
Skills
- Friendly, Positive Attitude
- People oriented
- Member service skills
- Attentive to Detail
- Analytical thinker
- Maintain compliancy
Accomplishments
- Earned the "One in a Million" award twice.
- Contributed to earning the "Army Credit Union of the Year" award three times.
- Earned Junior Underwriting certification.
- Earned President's award for positively impacting increased efficiencies and production
Timeline
Branch Manager
Andrews Federal Credit Union
08.2023 - Current
Assistant Branch Manager
Andrews Federal Credit Union
09.2021 - 08.2023
Financial Service Representative
Andrews Federal Credit Union
05.2018 - 09.2021
Lead Teller
Andrews Federal Credit Union
04.2017 - 05.2018
Retail Supervisor/Visual Merchandiser
The Exchange
04.2006 - 04.2017
MBA - Business Admin. Concentration in Entrepreneurship
Columbia Southern University
Bachelor of Science - Psychology - Magna Cum Laude
Columbia Southern University
Associate of Arts - Fashion Design
Fashion Institute of Design & Merchandising
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