At VYSTAR CREDIT UNION, I led a 13-member team supporting lending operations across branches and digital channels. I improved workflow efficiency by 25% through process redesign that reduced handoffs and improved service delivery.
I partnered with branch employees to rework long-standing loan processes, moving funded-loan performance from 73rd to 3rd among 85 branches. The pilot expanded to two more branches and informs a broader rollout.
I used daily Power BI results to clarify expectations and encourage accountability, helping raise average team performance ratings from 3.33 to 4.08. I also supported employees’ development through coaching, development goals, and stretch opportunities; nine employees earned internal promotions.
I chaired VyAbility and grew membership from 2 to 152 through approachable programming and open conversation. I also created a centralized OneNote resource for team guidance and prepared the team for the Business Credit Card program with training and operational procedures.
