Summary
Overview
Work History
Education
Skills
Certification
Military Experience
Leadership Experience
Timeline
Generic

William Goodwin

Virginia Beach

Summary

Experienced TowneBank employee with a background in retail banking and military service. Demonstrates expertise in operational accuracy, team coordination, and compliance adherence. Skilled in delivering top notch member support, efficiently resolving inquiries, and utilizing strong communication and problem solving abilities to address needs and enhance satisfaction. Proficient in member relationship management and conflict resolution techniques to optimize service outcomes.

Overview

5
5
years of professional experience
1
1
Certification

Work History

Member Service Specialist – Hybrid

TowneBank
02.2024 - Current
  • Open new accounts and perform account maintenance with complete documentation accuracy
  • Assess member needs and recommend financial products aligned with goals
  • Input member data and submit transactions for teller processing
  • Cross-trained to perform teller duties: monetary transactions, drawer balancing, overrides
  • Support operational tasks including internal balancing, ATM servicing, and branch supply readiness
  • Ensure compliance with TowneBank procedures, BSA, and internal policies
  • Deliver professional and confidential member service both in person and by phone
  • Monitored account activities and detected potential discrepancies, ensuring compliance with policies.
  • Cultivated strong relationships with members through proactive communication and personalized support.
  • Handled escalated calls professionally, mitigating concerns effectively while maintaining excellent rapport with clients.
  • Established strong relationships with members to foster loyalty and trust, contributing to a high retention rate.

Member Service Representative

TowneBank
06.2022 - 02.2024
  • Maintained vault and branch security standards during operations
  • Assisted members with account inquiries and resolved issues efficiently.
  • Trained new staff on customer service protocols and banking software systems.
  • Built rapport with members by engaging in genuine conversations and demonstrating a commitment to their financial wellbeing.
  • Supported lobby and drive-thru traffic with friendly, efficient service
  • Frequently recognized for attention to detail and teamwork
  • Assisted with platform referrals and back-office tasks as needed

Assistant Manager

Breakout Games
01.2020 - 01.2021
  • Managed a team of 8 employees, created work schedules, and trained new hires
  • Assisted in inventory management, ensuring timely replenishment of supplies and equipment.
  • Mentored junior staff, fostering a collaborative environment focused on professional growth.
  • Supervised day-to-day operations to meet performance, quality and service expectations.
  • Improved customer satisfaction by addressing and resolving complaints promptly.
  • Oversaw storefront operations and resolved customer and staffing issues
  • Maintained excellent guest experiences and operational flow
  • Implemented training programs that improved employee performance and service quality.

Education

Bachelor of Science - Finance

Old Dominion University
Norfolk, VA
01.2027

Advanced Diploma -

Green Run Collegiate
Virginia Beach, VA
01.2021

Skills

  • TowneBank Operations & Procedures
  • Account Maintenance & Documentation
  • BSA Compliance
  • Team Leadership & Mentorship
  • Teller & Platform Cross-Training
  • Power BI & Microsoft Office
  • Relationship building
  • Teamwork
  • Problem-solving

Certification

  • Survey of leadership (Regent University)
  • Navy ERP & Logistics Systems
  • Navy ELD Course Completion
  • Navy Leadership Academy

Military Experience

Logistics Specialist

U.S. Navy Reserve | August 2021 – Present

  • Assistant Leading Petty Officer (ALPO) for a team of 23 sailors
  • Lead unit training, accountability, and task assignments
  • Handle Navy ERP systems for supply chain and inventory processes
  • Supervised 8 sailors during PACER GOOSE, overseeing logistics and secure movement of 32.2M in cargo and equipment.

Leadership Experience

  • Commanding Officer – NJROTC, Green Run Collegiate | 2020 – 2021

      Led over 120 cadets in drills, inspections, and leadership training Directed full unit operations and event planning

  • Operations Officer – NJROTC, Green Run Collegiate | 2018 – 2020

      Coordinated cadet schedules, internal communications, and team logistics

  • ALPO – Navy reserve 2023 - Present

      Leads sailors in monthly personel audits, as well helps facilitate units completion in reports and exceptions.

Timeline

Member Service Specialist – Hybrid

TowneBank
02.2024 - Current

Member Service Representative

TowneBank
06.2022 - 02.2024

Assistant Manager

Breakout Games
01.2020 - 01.2021

Bachelor of Science - Finance

Old Dominion University

Advanced Diploma -

Green Run Collegiate

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William Goodwin