Annabella Adjei
BLACKSBURG
Summary
Customer-driven professional, Lead, manage and develop diverse teams, integrity, compassion and determination with demonstrated experience in building positive rapport with clients and team members. Well-equipped to perform within diverse and demanding work environments and provide unmatched customer service.
Experienced with managing branch operations and driving team performance to achieve business goals. Utilizes strategic planning and effective leadership to enhance operational efficiency. Track record of fostering strong client relationships and implementing successful financial strategies.
Overview
19
19
years of professional experience
1
1
Certification
Work History
Branch Manager (Safe)
Wells Fargo Bank N.A
Blacksburg, VA
08.2023 - Current
- Coach, develop and build a high performing team to execute on business strategies, achieve results and drive growth of the business, this includes coaching bankers to provide service advice and guidance to customers and tailor options to meet their needs to build relationships.
- Lead the branch while engaging, peers, and internal partners in collaborating and building strong partnerships to deliver a customer-centric experience
- Meet goals and metrics
- Led branch operations, ensuring compliance with regulatory standards and company policies.
- Analyzed financial reports to identify trends and drive strategic decision-making.
- Continuously monitored branch performance against key performance indicators, taking corrective actions as needed to ensure objectives are met or exceeded.
- Maintained friendly and professional customer interactions.
- Oversee daily operations for streamlined efficiency, ensuring timely execution of tasks and optimal resource allocation.
- Evaluated employee performance regularly through appraisals and feedback sessions to facilitate continuous development of skills and knowledge base within the team.
- Interviewed and hired talented individuals with top-level strengths, improving organizational talent, and skill set.
- Complied with regulatory guidelines and requirements.
Associate Branch Manager (Safe)
Wells Fargo Bank N.A
Roanoke, VA
09.2022 - 07.2023
- Lead, manage and develop a team of direct and indirect reports in overseeing risks, ensuring exceptional customer service, and related transactional tasks and processes to ensure timely completion, quality, and compliance in retail banking.
- Introduce customers to partners that support their required needs.
- Make decisions and resolve issues regarding customer and team experience, risks, and growth of the retail banking team to meet regional banking business objectives.
- Execute policies and procedures in alignment with applicable regulations, as well as audit and escalation procedures.
- Serve as a role model to deliver an exceptional customer experience and focus on building relationships.
- Mentor and guide talent development of direct reports and assist in hiring talent.
Associate Personal Banker (Safe)
Wells Fargo Bank N.A
Roanoke, VA
07.2021 - 09.2022
- Participate in delivery of exceptional customer experience by building relationships through proactive outreach as well as proposing appropriate products, services, and digital solutions to help customers succeed financially
- Assist customers with basic requests related to opening new accounts, completing service requests, and submitting credit applications
- Receive direction from managers and exercise judgement within defined policies and procedures
- Develop understanding of bank products and services to connect to customers' needs
- Provide appropriate options for bank products and services to customer
- Refer customers' financial needs to other bankers and partners as needed
Customer Success Specialist 2
Wells Fargo Bank N.A
Roanoke, VA
04.2018 - 06.2021
- Provide exceptional customer service to high net worth clients from end to end
- Meet daily, monthly and quarterly goals while adhering to policies and procedures
- Provide first call resolution to clients so as a means of de-escalation
- Coach other team members with skills to meet customer experience quality metrics.
- Resolving client inquiries and concerns in order to eliminate the need to travel for in-person meeting at the banking center
- Assesses customer needs and offers solutions that are in the best interest of the client.
Flight Attendant – First Class Crew lead
Emirates Airlines
Dubai, United Arab Emirates
10.2006 - 07.2017
- Team Lead in First Class cabin crew, responsible for all communications with cockpit, main cabin and passengers.
- Provide differentiated service to high value, first class customers with the utmost level of efficiency and professionalism.
- Exceeding customer’s expectation through identifying client need and offering appropriate solutions.
- Completing and filling written flight reports after completing a journey.
- Ensuring that all required emergency equipment are onboard, and are in working condition before flight takes off.
- Promoting sales of duty-free items to customers to generate revenue for the airline.
- Exceeding the sales target for duty free.
- Trained to administer first-aid in emergency situations.
Education
MBA - Business Management
Pamplin College of Business - Virginia Tech
Blacksburg, VA05-2026
Bachelor of Science - Business Administration
University of Phoenix
Phoenix, AZ05-2020
Diploma - Travel Consultancy
International Air Transport Association (IATA)
07-2017
Diploma - Foundation in Travel and Tourism
International Air Transport Association (IATA)
03-2014
Skills
- Client Service Management ~ Mentoring & Leadership ~ Extensive Knowledge about team building ~ Hospitality Management ~ Communication
- Administrative Support ~ Proficient Computer Application Skills ~ Microsoft Office: Word, Excel, Outlook & PowerPoint
- Branch operations management
- Customer relationships
- Excellent time management skills
- Excellent work ethic
- Team supervision
- Client relationship management
Accomplishments
- Commendation, Most Punctual Member of Staff, 2016 – Emirates Airlines
- Employee of the Year 2014 – Emirates Airlines
- Most Valuable Team Player, 2023 – Wells Fargo Bank
Certification
Financial Planning Certificate (Undergraduate) – University of Phoenix –May 2020
Timeline
Branch Manager (Safe)
Wells Fargo Bank N.A
08.2023 - Current
Associate Branch Manager (Safe)
Wells Fargo Bank N.A
09.2022 - 07.2023
Associate Personal Banker (Safe)
Wells Fargo Bank N.A
07.2021 - 09.2022
Customer Success Specialist 2
Wells Fargo Bank N.A
04.2018 - 06.2021
Flight Attendant – First Class Crew lead
Emirates Airlines
10.2006 - 07.2017
Diploma - Travel Consultancy
International Air Transport Association (IATA)
MBA - Business Management
Pamplin College of Business - Virginia Tech
Bachelor of Science - Business Administration
University of Phoenix
Diploma - Foundation in Travel and Tourism
International Air Transport Association (IATA)