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
Saint Petersburg, FL
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
Tampa, FL
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
St.Pete Beach, FL
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
St.Pete Beach, FL
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
St. Petersburg, FL
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 PetersburgSkills
- 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