Audrey Flakes
Atlanta,Ga
Summary
Accomplished Branch Operations Manager with a demonstrated track record of success in bank leadership positions. Well-versed in BSA, OFAC, Patriot Act and other governing standards, as well as industry best practices and methods to optimize operations for long-term business success. Highly effective leader, planner, and problem-solver.
Overview
7
7
years of professional experience
Work History
Branch Operations Manager
Wells Fargo
07.2023 - Current
- Lead and supervised risk and the operations of teller functions to deliver exceptional customer service and colleague experience, and ensure timely completion, quality, and compliance in teller functions. Provided feedback and present ideas for improving customer service and colleague experience, and related performance management process and tools. Performed operational and customer support tasks. Provided excellent customer service, engaged customers in conversations, and build relationships with them. Managed the schedule and the daily operations of the teller line. Made decisions and resolved issues related to daily operations of the teller line, under direction of regional banking management. Leveraged interpretation of applicable regulations, policy and procedure requirements, and audit and escalation procedures. Supported customers and employees in resolving or escalating concerns or complaints. Collaborated and consult with branch employees, colleagues, and mid-level managers. Coach, motivated, and developed a diverse team of direct reports to achieve full potential and meet established business objectives. Manage allocation of people and financial resources for branch operations. Mentor and guided talent development of direct reports and assist in hiring talent
Branch Operations Coordinator
Wells Fargo
05.2022 - 07.2023
- Execute operational tasks while reducing risks in accordance with set guidelines. Effectively completed regular to moderately difficult transactional, operational, and customer support work by being knowledgeable about bank policies and products. Motivate and guide a diverse team towards business objective. Mitigate risk by coaching and developing team. Assist the branch manager with scheduling and operational duties.
Personal Banker
Wells Fargo
02.2020 - 05.2022
- Engaged in providing outstanding customer service by establishing connections through proactive outreach and suggesting suitable products, services, and digital solutions to support clients financial success. Implemented managers guidance and used discretion while adhering to established guidelines and meeting company goals. Gained knowledge about bank services and products to better understand the demands of clients. Engaged with clients to show concern and establish rapport. Coherently worked along with partners by referring client relationship.
Teller
Wells Fargo
01.2019 - 02.2020
- Processed teller transactions, provided digital solutions, and introduced bankers in a suitable manner to foster customer interaction. Execute operational tasks while reducing risks in accordance with set guidelines. Effectively performed standard transactional, operational, and customer support duties by being knowledgeable about bank policies. Obtain guidance from supervisors and use discretion while adhering to established expectations.
Education
Bachelor of History -
Clark Atlanta University
01.2021
Skills
- Service, Advice, & Guidance
- Connect & Personalize
- Risk Management
- Coach & Development
- Compliance reporting
- Staff supervision
- Opening and closing procedures
- Strategic planning
- Compliance reviews
- Client Referral
Timeline
Branch Operations Manager
Wells Fargo
07.2023 - Current
Branch Operations Coordinator
Wells Fargo
05.2022 - 07.2023
Personal Banker
Wells Fargo
02.2020 - 05.2022
Teller
Wells Fargo
01.2019 - 02.2020
Bachelor of History -
Clark Atlanta University