Nicki Terrell

Results-driven market leader with proven success driving growth, profitability, and consistent execution across multiple locations and product lines. Strong expertise in market development, sales performance, customer experience, and talent development. Known for building high-performing teams, strengthening community and business relationships, and fostering a culture of accountability and results.

Highly analytical with the ability to assess market trends, forecast performance, and identify opportunities for expansion. Experienced in executing market-level strategies that achieve financial objectives, strengthen brand presence, and deliver sustainable growth. Decisive leader with strong communication, influence, and relationship-building skills.

Branch Manager I - Black Hills Federal Credit Union - Billings

(2024-09)

Provide overall leadership and accountability for branch operations, sales performance, and member experience. Responsible for driving loan, deposit, and membership growth while ensuring compliance with policies, procedures, and regulatory standards. Lead, coach, and develop branch staff through performance management, goal setting, and ongoing feedback to build a high-performing, engaged team.

Oversee daily operational functions including staffing, scheduling, cash management, security, and workflow efficiency. Analyze branch metrics and trends to identify opportunities, implement action plans, and deliver consistent results aligned with organizational strategy and community expectations.

• Consistently exceeded performance goals, achieving 105% of loan goals and driving a 5.9% increase in loan volume.
• Increased new membership by 23.1% year over year through relationship-focused service and developing community relations.
• Increased credit card production by 82.4% through targeted coaching and consistent needs-based conversations.
• Increased ancillary product performance, driving warranty penetration from 12.0% to 22.1% and GAP penetration from 55.0% to 68.4% through enhanced product knowledge, consultative selling, and team accountability.
• Delivered an exceptional and consistent member experience, maintaining a year-to-date Net Promoter Score (NPS) of 88.88%.
• Coached and developed team members through regular check-ins, performance feedback, and goal setting to build a strong, engaged, results-focused team.
• Monitored branch metrics, trends, and dashboards to proactively identify gaps and implement action plans supporting sustained performance.
• Ensured adherence to BHFCU policies, procedures, and regulatory requirements, maintaining audit readiness, strong internal controls, and operational discipline.
• Represented BHFCU in the community through relationship-building, outreach, and participation in membership and lending growth initiatives.

Membership Development Officer - Black Hills Federal Credit Union - Billings

(2023-10 - 2024-09)

Serve as a community and business development representative by cultivating relationships that generate loans, memberships, and increased brand visibility for the Credit Union.

• Built strong relationships with local businesses and individuals to drive membership, loan growth, and referrals, aligning outreach efforts with organizational growth strategies.
• Partnered with branch leadership to support member recruitment initiatives by providing outreach support, market insight, and relationship-driven opportunities.
• Represented the Credit Union in the community to increase brand awareness and member acquisition through direct outreach, relationship management, and personalized engagement with existing and prospective members.
• Planned, created, and executed community and business development events including home shows, Summer Concert series, Lunch & Learns, Chamber events, After Hours events, and three recurring customized events at West Park Promenade, driving brand visibility and new member opportunities.
• Established and managed partnerships with local auto dealerships, enabling application flow to support loan and membership growth.
• Contributed to the development of the Credit Union's regulated cannabis banking program, opening multiple compliant business accounts and representing the Credit Union at industry events to build relationships within a highly regulated market segment.

District Event Marketing Manager I Montana & Wyoming - Leaf Home - Montana & Wyoming

(2022-05 - 2023-10)

Responsible for recruiting, hiring, training, developing, and managing a team of Event Marketers to build brand awareness and generate sales leads throughout their designated district. In addition, responsible for sourcing Direct-to-Consumer events, managing budgets, resource planning, staff schedules and successful event execution.

• Lead team of 6-10 Event Marketers to build brand awareness and generate sales leads in multiple cities across Montana and Wyoming
• Plan and execute local events, ensuring budget adherence and effective resource allocation.
• Recruit, train, and develop Event Marketers, setting clear goals and KPIs for accountability.
• Track and report event metrics to evaluate performance and improve ROI.
• Collaborate with Operations and Installation Managers to enhance local market presence.
• Spearhead event marketing initiatives, driving lead generation and brand awareness across districts. Oversee budgets, resource planning, and event execution.
• Analyze event metrics and ROI, optimizing performance and exceeding sales lead quotas. Implement data-driven strategies for continuous improvement.
• Orchestrate cohesive organizational plans and timelines, ensuring transparency across teams. Pioneer innovative approaches to direct-to-consumer events.
• Nominated for Manager of the Year award and Star Office Award.
• Surpassed goal at 120% at end of year
• Ranked in top 10 of 220 offices

Bachelor of Arts - Business Marketing - Montana State University, Billings (2018)