Troy University

Personal Banker

Charlotte, North Carolina, United States

Wells Fargo

Collaborated with the Service Manager to lead the branch team during the extended absence of the Branch Manager and served as the face of Wells Fargo in the community, building lifelong relationships with customers, both consumers and small businesses.  Actively promoted a positive work environment where team members were encouraged, motivated and developed to achieve their maximum potential.  A seasoned team builder and catalyst for change and continuous improvement, embraced diversity and inclusion and lead with ethics and integrity to ensure operational success of the branch.  Worked as a Personal Banker (SAFE) with strong financial acumen and in-depth knowledge of Wells Fargo products, procedures and systems.  Used casual conversation style to engage customers, assess financial needs and help customers decide on the best products and services to achieve their financial goals.  	Effective in managing risk and potential loss, assisted tellers with review and approval of customer transactions with strict adherence to company risk assessment policies and procedures.  Developed partnerships with broker and mortgage specialist assigned to the branch and effectively referred customers to partners in a timely manner to meet customers needs and partners expectations.  Resolved all customer concerns and complaints to achieve a win-win situation and maintained high levels of customer satisfaction.

Assistant Branch Manager

Managed all facets of operations (human resources, financial, sales, maintenance, and housekeeping) for two hotels (a 75-unit hotel in Lincoln City and a 51-unit hotel in Tillamook) under two owners and three management companies.   In 2010, concentrated on Lincoln City property, turning General Manager responsibility for the Tillamook property over to a protégé I had mentored for 5 years.  And, in 2018 facilitated the transition of the Lincoln City property to new ownership.  Consistently led the industry in revenue generation; increased revenue by 67% in first year at the hotel in Tillamook; recognized by Northwest Hospitality Group as Sales Director of the Year for 2006, and by Vesta Hospitality Group as Hotel of the Year in 2007.  Responsible for the consistent growth of the Lincoln City property, increasing occupancy and revenues each year, most notably a 12.6% increase in revenue for 2015 over 2014 and a 12.7% increase in revenue for 2016 over the same period.  A skilled communicator.  Successfully presented and defended an innovative expansion of the hotel property in Tillamook with the City Planning Commission leading to development of a Recreational Vehicle (RV) Park, the first of its kind co-located with a major hotel chain.  Managed all employee issues; created an environment where employees felt included, valued and supported; coached subordinate managers in effective employee problem resolution. This resulted in a 55% decrease in employee turnover.  Partnered with Oregon Restaurant and Lodging Association and the Lincoln City Chamber of Commerce to promote awareness of sales promotions and garner support through referrals.  Resolved all customer complaints to achieve a win-win situation and maintain high levels of customer satisfaction which is noted by a significant change in Trip Advisor ranking, moving from #38 in 2008 to #10 in 2015.  Served as Director on the Central Oregon Coast Association governing board.

Ashley Inn and Suites (2 Locations)

General Manager

As the Assistant Administrator of the Tillamook County Health Department, served as liaison to other County departments, agencies, community partners, and with state and federal governments, representing community health needs/concerns and developing health annexes for emergency response plans. Interpreted local, State and Federal laws and guidelines; adjusted operational policies and procedures to ensure compliance while maintaining high quality customer service. Developed and implemented a multi-faceted Quality Management System (QMS) and training program that linked adherence to standards with continuous process improvement; increased efficiency and productivity levels by 34%.  Designed, developed, and delivered training on Health Insurance Portability and Accountability Act (HIPAA) compliance to county departments, served as Community Health Center’s HIPAA Compliance Officer.  Served as first responder for Emergency Management actions requiring county Health Department participation, trained in crisis communications, appointed as Health Department Public Information Officer (PIO).  Recognized advocate for improvements in healthcare; selected by the Oregon Primary Care Association and Oregon Community Health Information Network to serve as a director on their respective governing boards.

Tillamook County Health Department

Assistant Administrator

Responsible for professional development for 750-plus employees in 81 job categories at 43 locations in nine states.  Performed comprehensive job analyses and performance assessments to identify core competencies, developed accurate job descriptions and instituted targeted training programs.  Promotes climate for change with focus on customer satisfaction.  Facilitates development of critical strategic initiatives to change organization design and streamline operations. Interprets State and Federal guidelines and develops policies and procedures for compliance and for use as Company Standard Operating Procedures.  Managed programs for improving operations, including an ISO 9OOO-based QMS, Total Quality Management (TQM) process, and OSHA, EPA and DOT training and compliance programs; evaluated effectiveness  of programs by applying metrics that focused on customer satisfaction, increase in sales, and Return on Investment (ROI).  Reduced employee turnover by 25% through a recruitment strategy designed to improve the quality of new hires and by implementing interactive new employee orientation and manager administrative orientation programs. Recognized by Irby Executive Management for contributions that improved training quality while reducing training costs during transition to a new company-wide Enterprise Resource Management System.  Represented the Company on the National Association of Electrical Distributors (NAED) Industry Education Council (IEC), a national advisory body for identifying and providing industry-specific training.

Irby Co.

Training and Quality Manager

As Director of Corporate Improvement Programs was principal advisor to Executive Committee and Program Managers on quality and performance issues. Developed metrics for measurement of critical success factors (strategic objectives) with a focus on continually improving customer satisfaction of products and services. Assessed results to identify training needs. Developed and successfully executed a plan to certify the Company's management system to the IS0-9002 Quality Standard; secured registration in 18 months, 50% faster than companies of similar size and diversity of operations. Was responsible for internal auditing of the Company's QMS and for the effectiveness of the TQM process, Suggestion Program, Educational Assistance Program, and Ethics Compliance and Training programs. As a key member of proposal teams; authored the Executive Overview, Training, and Quality Management sections of four successful multi-million dollar contract bids. Conducted Performance Consulting for the Program Managers of government contracts. Reduced the cost of mechanic license recertification by 80% through development of in-house, federally-approved training programs; was first in industry to end reliance on commercial training with associated travel and expenses.Until 1995 Company was known as Beech Aerospace Services, Inc., owned by Raytheon.

Ron Wallace