Summary
Overview
Work History
Education
Skills
Timeline
Generic

Asmara Goodwin

Riverview

Summary

Dynamic Branch Manager at Wells Fargo, NA, recognized for enhancing customer satisfaction and achieving a 13% growth in affluent balances. A strong team-builder skilled in operations management and training, I excel in fostering relationships and driving performance improvements, ensuring compliance while mitigating risks effectively.

Overview

13
13
years of professional experience

Work History

Branch Manager

Wells Fargo, NA
05.2023 - Current
  • Continuously monitored branch performance against key performance indicators, taking corrective actions as needed to ensure objectives were met or exceeded.
  • Maintained friendly and professional customer interactions.
  • Placed in top 20% promoter circle for quarter 4 of 2024 and quarter 1 of 2025 for positive branch customer experience.
  • Improved affluent balance growth from year over year by 13% for the branch.
  • Excelled during onsite and centralized branch audits for year 2023 and 2024.
  • Improved customer satisfaction ratings by enhancing service quality and resolving client issues promptly.
  • Oversaw daily operations for streamlined efficiency, ensuring timely execution of tasks and optimal resource allocation.
  • Coach all direct reports on behavior framework to help with effectiveness during customer interactions.
  • Conduct observations on direct reports to inspect for execution based off of the plan of the day
  • Mitigate risk everyday to avoid reputational risk and operational losses
  • Conduct skill practices with team members to help build confidence while engaging with customers and work on opportunities.
  • Verbalize recognition during morning huddles and nominate team members for manager spotlight based on performance and efforts.
  • Conduct quarterly meetings by creating my own agenda based on current trends in the district and implement activities for team members to stay engaged and participate.
  • Connect and personalize with new and existing clients to stay engaged during their financial journey ensuring their relationship is benefiting the most from Wells Fargo.
  • Attend affluent workshops to continue development on skills that will enhance coaching direct reports to produce growth in the branch.
  • Complete quarterly and annual trainings in regard to bank regulations to ensure a compliant workplace.


Branch Operations Manager

Wells Fargo, NA
06.2022 - 05.2023
  • Developed strong relationships with clients, resulting in increased loyalty and repeat business.
  • Managed daily branch operations for optimal productivity and customer satisfaction.
  • Supervised a team of employees, fostering a positive work environment and emphasizing professional growth.
  • Trained employees on proper procedures and strategies to improve productivity.
  • Coached tellers on completing required bank reporting like CTR's and MIL's.
  • Coached new and existing tellers on engaging with sharing the benefit of meeting with a banker.
  • Trained tellers on how to identify fraud from numerous angles. eg, behaviors, account history, inconsistencies on items presented, scams etc.
  • Trained tellers on cash handling best practices to avoid losses.
  • Created internal activities to help tellers memorize certain policies/procedures.
  • Assisted with creating incoming/outgoing shipments for armored courier.

Personal Banker

Wells Fargo, NA
06.2021 - 06.2022
  • Utilized strong interpersonal communication skills during client interactions, resulting in increased trust and fostering long-lasting relationships.
  • Assisted customers with setting up or closing accounts, completing loan applications, and signing up for new services.
  • Maintained compliance with bank policies and regulations while executing various financial transactions for customers.
  • Generated new business by conducting thorough financial needs assessments and offering tailored products to clients.
  • Opened up the conversations to a financial review to help the customer with more than the initial need.
  • Originated business accounts after verifying proper registration based off state filing, ownership and physical address verification.
  • Originated trust accounts and helped with estate care processing while providing a personable customer experience.
  • Shared promotions that would benefits customer relationships by growing liquid assets in deposit accounts.
  • Partnered with a team of non branch partners like financial advisors, business specialists, mortgage consultants and merchant processors to better the relationship of the client.
  • Mitigated risk by retrieving appropriate identification from customers before completing any actions.
  • Enhanced client retention with proactive follow-ups and timely resolution of account issues.
  • Contributed to a positive work environment, fostering teamwork among colleagues to enhance productivity levels.

Lead Teller

Wells Fargo, NA
07.2019 - 06.2021
  • Managed cash inventory, ensuring accurate balancing of the vault and individual teller drawers daily.
  • Assisted in training new tellers to ensure a consistent level of excellent service across the team.
  • Supported branch management in conducting audits, demonstrating attention to detail while verifying transactional records for accuracy.
  • Mentored junior tellers, fostering professional growth and improved performance within the team.
  • Completed highly accurate, high-volume money counts via both manual and machine-driven approaches.
  • Replenished ATM funds in empty canisters prior to validation process.
  • Prevented losses by identifying suspicious activities and escalating concerns according to bank policies and procedures.
  • Developed rapport with clientele by delivering personalized services that addressed specific financial needs.
  • Implemented security measures to protect sensitive client information and financial assets from potential fraud or theft.
  • Enhanced customer satisfaction by efficiently managing transactions and addressing inquiries.
  • Served as an essential resource for colleagues seeking guidance on policy interpretations or procedural clarifications.
  • Maintained compliance with federal regulations and bank policies, mitigating risk exposure for the institution.

Customer Experience Coordinator

TJ Maxx, TJX Companies
09.2012 - 07.2019
  • Monitored Customer Experience Coordinator team performance, providing constructive feedback and coaching when needed.
  • Resolved escalated customer issues, ensuring timely resolution and maintaining high levels of satisfaction.
  • Introduced personalized follow-up procedures after resolving complaints, increasing positive feedback from customers about their experiences.
  • Trained new team members on company guidelines and best practices for exceptional customer service delivery.
  • Assisted in the development of comprehensive training materials for new hires, promoting a consistent approach to handling customer queries.
  • Established a comprehensive knowledge base system as a reference tool for both staff members and customers seeking assistance or information.
  • Analyzed customer feedback data to identify trends, improving products and services based on insights gained.

Education

No Degree -

St Petersburg College
Saint Petersburg

Skills

  • Strong team-builder
  • Operations management
  • Decision-making
  • Relationship building
  • Training and development
  • Process improvement
  • Goals and performance
  • Conflict resolution

Timeline

Branch Manager

Wells Fargo, NA
05.2023 - Current

Branch Operations Manager

Wells Fargo, NA
06.2022 - 05.2023

Personal Banker

Wells Fargo, NA
06.2021 - 06.2022

Lead Teller

Wells Fargo, NA
07.2019 - 06.2021

Customer Experience Coordinator

TJ Maxx, TJX Companies
09.2012 - 07.2019

No Degree -

St Petersburg College

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