Casey Wafer
Wylie
Summary
Dynamic Branch Manager with extensive experience at Wells Fargo Bank, N.A., excelling in branch operations management and customer service. Proven track record of enhancing customer satisfaction and driving revenue growth through relationship building and effective coaching. Achieved exceptional BCR ratings while leading teams to exceed performance objectives. Highly dedicated employee of 18 years.
Overview
19
19
years of professional experience
Work History
Branch Manager
Wells Fargo Bank, N.A.
04.2022 - 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.
- 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.
- Strengthened relationships with key clients, securing long-term partnerships and driving revenue growth.
- Daily observations of team to identify key areas of focus to coach to the Behavior Framework to grow teams skill to have successful interactions with customers to build relationships.
- Collaborated with senior leadership on strategic planning initiatives to align branch objectives with corporate goals.
Service Manager
Wells Fargo Bank, N.A.
09.2011 - 04.2022
- Resolved customer complaints in professional and timely manner.
- Met with customers to discuss service needs and offer available solutions.
- Resolved escalated customer complaints professionally, turning potentially negative experiences into opportunities for continued patronage.
- Hired, trained and supervised team of service staff members to meet business goals.
- Developed and maintained positive relationships with customers to build rapport and trust.
- Analyzed service reports to identify areas of improvement.
Teller/Lead Teller
Wells Fargo Bank, N.A.
07.2006 - 09.2011
- Balanced cash drawer daily and resolved discrepancies to provide accurate data regarding cash flow.
- Disbursed cash and checks accurately while maintaining security of cash drawers.
- Processed customer transactions promptly, minimizing wait times.
- Promoted a welcoming atmosphere in the branch by greeting customers warmly upon arrival and addressing them by name when possible.
- Managed high-volume transactions efficiently while maintaining attention to detail, ensuring accurate processing for customers.
- Developed strong relationships with customers through exceptional service, fostering loyalty and trust.
Education
Associate of Science -
University of North Texas
Denton, TXSkills
- Branch operations management
- Customer service
- Customer relationships
- Excellent time management skills
- Coaching and mentoring
- Relationship building and management
- Managed multiple locations to maintain job expectations
- Achieved exceptional BCR ratings throughout career
Timeline
Branch Manager
Wells Fargo Bank, N.A.
04.2022 - Current
Service Manager
Wells Fargo Bank, N.A.
09.2011 - 04.2022
Teller/Lead Teller
Wells Fargo Bank, N.A.
07.2006 - 09.2011
Associate of Science -
University of North Texas
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