To utilize my 28 years of retail banking experience in a position where I can coach and train others in the areas of compliance, risk control, policy and procedure, and customer experience.
Influential and collaborative manager who thrives on building and maintaining strong relationships
Excellent interpersonal and communication skills
Calm and rational decision making to quickly solve problems and resolve conflict
Strong understanding of Retail Banking compliance controls, risk management, and loss prevention
Displays high integrity and honesty
Service Manager02/2009 to CurrentWells Fargo BankLake Stevens/Seattle, WA
Managed, coached, and motivated up to 8 team members to provide a high level of customer service and identify ways to help customers succeed financially.
Ensured branch compliance with audit and operational regulations and guidelines. Achieved Acceptable SOCR/BCR ratings each year. Achieved a 96% in 2016 and 97% in 2017.
Executed risk management by ensuring branch training/controls were in place to mitigate risk, which resulted in the branch being under plan in operating losses each year. Achieved 50.88% better than plan in 2015 and 43.68% better than plan in 2016.
Implemented staff development to ensure team members had necessary skill sets to succeed in their current roles and be positioned to take the next step in their careers.
Acted as a subject matter expert and go to person for district Service Managers seeking information on branch related policies, procedures, compliance, and transaction processing.
Partnered with District Manager and Regional Services Consultant to coordinate, lead, and facilitate monthly Service Manager meetings for the North Seattle District in the absence of the Regional Services Consultant for up to 11 participants.
Branch Manager02/2007 to 02/2009Wells Fargo BankMarysville, WA
Managed, trained, and coached a successful sales and service team of up to 10 team members through the development of staff as a competitive advantage.
Developed and maintained relationships with Wells Fargo partners to maximize the opportunity to serve the customers total financial service needs.
Ensured compliance with audit and operational guidelines.
Service Manager02/2000 to 02/2007Wells Fargo BankSan Leandro, CA, Seattle, WA
Managed, coached, and motivated up to 8 team members to provide high quality customer service and generate sales through quality referrals in support of the Wells Fargo Vision and Values.
Ensured branch compliance with audit and operational regulations and guidelines.
Scheduled staff efficiently to maximize resources.
Served as a Service Manager buddy to rookie Service Managers in my district.
Education and Training
Associate of Arts: Natural Science1991Ohlone CollegeFremont, CA