Brittani McFarland
Humble
Summary
Dynamic Assistant Operations Manager with a robust background in customer service, operations, and leadership. Proven experience in analytical thinking, effective communication, and fostering teamwork, complemented by a strong ability to adapt swiftly to new environments. Proficient at identifying and resolving operational challenges efficiently while consistently striving for team success and professional development. Committed to maintaining a positive attitude and embracing continuous learning to drive organizational growth.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Branch Operations Associate Manager
Wells Fargo
11.2023 - Current
- Lead and supervised risk and the operations of teller functions to deliver exceptional customer service, colleague experience, and ensure timely completion, quality, and compliance in teller functions
- Provide feedback and present ideas for improving customer service, colleague experience, and related performance management process and tools
- Interact directly with customers to learn and to understand the customer's financial needs, goals, established trust, and optimized opportunities resulting in quality customer service.
- Maintained friendly and professional customer interactions.
- Worked with Branch Manager to maintain Branch Action Plans by observing, coaching and providing feedback to bankers
- Trained employees on proper procedures and strategies to improve productivity.
- Interviewed and hired talented individuals with top-level strengths, improving organizational talent, and skill set.
- Make decisions and resolve issues related to daily operations of the teller line, under direction of regional banking management
- Leverage interpretation of applicable regulations, policy and procedure requirements, and audit and escalation procedures
- Coach, motivate, and develop a diverse team of direct reports to achieve full potential and meet established business objectives
- Mentor and guide talent development of direct reports and assist in hiring talent
- Manage allocation of people and financial resources for branch operations
- Reviewed historical records, current operational data and forecasting information to identify and capitalize on system enhancement opportunities.
- Reviewed operational dashboards with teams members and developed strategic plans for day-to-day operations to enhance the customer experience and business needs
Branch Operations Coordinator
Wells Fargo
07.2023 - 11.2023
- Support customer experience by accurately processing and approving teller transactions, sharing digital solutions, and making appropriate introductions to bankers
- Complete operational activities while minimizing risks under established policies
- Perform routine to moderately complex transactional, operational, and customer support tasks efficiently through knowledge of bank procedures and products, as well as partners across the organization
- Support the Branch manager in operational tasks and scheduling
- Resolve issues related to daily operations of the teller line, under direction of regional banking management
- Support customers and employees in resolving or escalating concerns or complaints
- Receive guidance from managers and exercise judgment within defined policies and procedures
- Provide excellent service to customers and individuals by demonstrating care, building relationships, and completing requested transactions
- Identify information and services to meet customers financial needs
- Motivate a diverse team to achieve full potential and meet established business objectives
Bank Teller
Wells Fargo Bank
01.2022 - 07.2023
- Processed customer transactions promptly, minimizing wait times.
- Maintained in-depth knowledge of bank products, services, and best practices.
- Provided customers with a high level of service, privacy and confidentiality, and friendly, welcoming attitude.
- Handled all transactional services, including bank deposits, monetary withdrawals, financial transfers, and other bank transactions.
- Worked with my service manager in completing a lot of back shop services
- Assisted in different leadership task such as ordering branch cash, completing schedules and assisting team members with minimal coaching.
- Lobby leading
- Learning more about operations and risk per my goal to move into a leadership role in the future
- Answered customer inquiries regarding account balances, transaction history, services charges, and interest rates.
- Completed highly accurate, high-volume money counts via both manual and machine-driven approaches.
Customer Loyalty Team/New World Pioneers
CLT/NWP, Zappos
04.2018 - 09.2020
- Engaging with customers via phone, chat and email. Going above and beyond to create a positive experience and develop a personal connection with every call.
- Specially trained to make sound decisions independently due to company bestowing upon us management level decision making. Consistently met deadlines and requirements for all work. Worked in OPS (Operational services, scheduling)
- Assisted with maintaining service levels and scheduling as needed per call center threshold. Trained new team members Co-lead for team, assist in creating daily assignments, empowering employees, employee engagement, fun and team outings
- Brainstorm ideas to better customer and employee experience
- Completed multiple task for NWP team that allowed for us to be creative and showcase our skills. Completed spreadsheets and powerpoints.
- Attend tension, empowerment, customer experience, team meetings.
Claims Service Consultant
National General Insurance
11.2015 - 04.2018
- Inbound calls addressing customer inquiries, solving problems and providing new product info
- Consistently met deadlines
- Evaluated insurance policies and analyzed damages to determine coverage
- Reviewed and analyzed suspicious and potentially fraudulent claims
- Answered questions posed by insured and attorneys
- Conducted team engagement activities
- Reported field conditions, safety issues, and policy problems
Float
University Hospitals Ahuja Medical Center
03.2015 - 10.2015
- Float when needed throughout departments of Dietary, Housekeeping, Patient Assistance, and Patient Transport
- Disinfect, changed beds and removed soiled linens for cleaning patient rooms
- Used chemicals and other cleaning equipment in proper, safe, and responsible manner
- Prepared and sanitized surgical equipment for surgeries.
- Maintain a clean, healthy, and safe environment
- Transport patients in and out of beds, wheelchairs, automobiles
- Delivered and cooked meals for patients
Direct Support Professional
The Rosemary Center
06.2012 - 01.2015
- Maintained accurate records of patient care, condition, progress, and concerns
- Responded appropriately to the physical, emotional, and developmental needs of residents
- Document objective data and routine aspects of resident care
- Acquired medicine administration certification
- Administered meds to residents
- Obtained info about clients’ medical history, drug history, complaints, allergies, and developmental issues.
Data Entry
New Management
04.2010 - 05.2012
- Entered numerical data into databases in a timely and accurate manner
- Obtained, scanned, and uploaded records into database
- Organized forms and made photocopies
- Filed records and prepared correspondence reports
- Added, created and filed new material and records
Education
A.A - Criminal Justice
College of Southern Nevada
High School Diploma - undefined
Maple Heights High School
06.2008
Skills
- Operations management
- Team building and development
- Training and mentoring
- Compliance monitoring
- Complaint resolution
- Adaptability and flexibility
- Multi-tasking
- Task prioritization
- Relationship building and management
- Risk analysis
- Proficient in Microsoft and Excel Programs
- Communication
- Decision-making
Certification
- Business Writing
- Microsoft Excell -Basic
- Microsoft Excel-Advanced
- Microsoft Outlook
- Microsoft PowerPoint
Timeline
Branch Operations Associate Manager
Wells Fargo
11.2023 - Current
Branch Operations Coordinator
Wells Fargo
07.2023 - 11.2023
Bank Teller
Wells Fargo Bank
01.2022 - 07.2023
Customer Loyalty Team/New World Pioneers
CLT/NWP, Zappos
04.2018 - 09.2020
Claims Service Consultant
National General Insurance
11.2015 - 04.2018
Float
University Hospitals Ahuja Medical Center
03.2015 - 10.2015
Direct Support Professional
The Rosemary Center
06.2012 - 01.2015
Data Entry
New Management
04.2010 - 05.2012
High School Diploma - undefined
Maple Heights High School
A.A - Criminal Justice
College of Southern Nevada