1. U N I Q U E VA L U E
 Problem Resolution
 Client Relations
 Conflict Management
 Client Retention
 Employee Training
 Workflow Planning
and Prioritization
 Staff Supervision
 Operations Leadership
 Administrative
Oversight
 New Business
Development
 Community Relations
HEATHER LUEDIKE hluedike@hotmail.com  812.325.8970
BU SI N E S S MA N AG E M E N T PRO F ES S I O N A L
Banking… Operations… New Business Development… Administration… Customer Service
Award-winning leadership professional offering rich career experience developing
new business, steering day-to-day operations, and developing and implementing
strategic business plans. Recognized for guiding high-performance employee teams
instrumental in managing existing account relationships and delivering significant
improvements in top-line sales.
Leverage customer-centric work ethic to strengthen relationships and customer
satisfaction. Thrive on opportunities to facilitate training sessions essential to
strengthening employee performance and exceeding goals. Demonstrated success
collaborating cross-functionally to deliver positive bottom-line impact.
CA R E E R EX P ER I EN C E AN D CO N T RI B UT I O N S
Old National Bank | Bloomington, IN
Assistant Banking Center Manager – Mall Road Banking Center (2012 to 9/2015)
Assistant Banking Center Manager – Kirkwood Banking Center (2009 to 2012)
Direct Reports: Up to 10 – Customer Service Representative2, Receptionist, Vault Teller, Teller
Supervisor; Indirect Reports: Up to 10 – Tellers; Sales Goal: $6+ million
Promoted to manage and maintain exceptional branch customer experience levels
while developing new personal and business relationships. Coached staff on cross-selling techniques, managed the
loan application process, and used credit report data to upsell products. Partnered with branch manager to recruit
top-talented contributors committed to maintaining high principles of service and performance.
Business
Growth
 Earned professional reputation for consistently meeting/exceeding loan, checking, and
brokerage revenue goals.
— Led the top banking center in the region/company relative to financial goals.
— Consistently met/exceeded $2 million annual loan goal.
— Secured $100,000 in fee income in first 12 months (Mall Road Banking Center).
— Grew branch goals more than 100%.
Problem
Resolution
 Strengthened customer satisfaction by working collaboratively to provide resolution to
open issues involving account status, operational matters, or employee performance.
Relationship
Building
 Drove new account business by actively participating in the community. Involved with
organizations such as the Chamber of Commerce, Business After Hours , March of Dimes,
Big Brothers Big Sister, 100 Men who Cook Event, and The American Cancer Society.
Earlier Old National Bank Career History (1995 to 2009): Customer Service Representative, President’s Assistant,
Teller Supervisor, Teller
AD D I T I O N A L HI G H L I G H T S
EDUCATION Associate of Arts in Business
Ivy Tech Community College – Bloomington, IN
CERTIFICATIONS Insurance Certification (NMLS) – Indiana
State Loan License - Indiana
PROFESSIONAL
DEVELOPMENT
Career Track Program
Only person in region chosen for year-long program participation
AFFILIATION Act Team – Old National Bank
President / Member
AWARDS Exceeding Sales Goal Awards (Multiple)
Face of Old National Bank and Downtown Bloomington
Exceptional Customer Service Certificate