DANA BRASWELL
Goldsboro,NC
Summary
Strong foundation of building excellent client rapport to foster satisfaction on and loyalty. Dedicated to maintaining professionalism and integrity. Driven finance and banking professional effective at maximizing customer service opportunities. Proficient in business practice, standards of operation and customer needs.
Overview
29
29
years of professional experience
Work History
Branch Operations Manager
Wells Fargo
Raleigh, NC
07.2024 - Current
- Streamlined branch operations to enhance customer service and efficiency.
- Managed compliance with regulatory requirements, ensuring adherence to internal policies.
- Supervised a team of employees, fostering a positive work environment and emphasizing professional growth.
- Managed daily branch operations for optimal productivity and customer satisfaction.
- Performed monthly compliance checks.
- Conducted regular performance evaluations for staff members, identifying areas for improvement and opportunities for advancement.
- Enhanced customer experience by providing exceptional service and addressing concerns promptly.
- Interviewed and hired talented individuals with top-level strengths, improving organizational talent, and skill set.
Branch Manager
Wells Fargo Bank
Wilson, NC- Rocky Mount, NC
02.2021 - 07.2024
- Assessed employee performance and developed improvement plans.
- Coach and provide feedback to team member
- Access customer financial needs using tools and resources to provide advice and guidance.
- Staying connected with partners ensure customer needs are supported.
- Met deadlines by proactively managing individual and team tasks and streamlining processes.
- Engaged employees in business processes with positive motivational techniques.
- Enhanced branch production rates by handling staff conflicts, evaluations, hiring and termination processes
- Engaged in HR consultations to include performance, conduct, time away and accommodations.
- Interviewed and hired talented individuals with top-level strengths, improving organizational talent and skill set.
- Gathered and reviewed customer feedback to improve operations.
- Complied with Bank Secrecy Act, Anti Money Laundering, OFAC, USA Patriot Act, Privacy Act and Community Reinvestment Act.
- Maintained friendly and professional customer interactions.
Service Manager II
Wells Fargo Bank
Rocky Mount, NC
03.2017 - 02.2021
- Partner with Branch Manager in positioning branch team members for successful customer experience.
- Coach and develop team members in day to day operations
- Coach and monitor team performance
- Managed up to 7 direct reports
- Minimize and mitigate operational risk for the branch
- Source and hire new team members.
- Established operational objectives and work plans and delegated assignments to team members.
- Trained, coached and mentored staff to ensure smooth adoption of new pilot programs.
- Maintained team productivity and quality of service by establishing and maintaining clear benchmarks.
- Assessed employee performance and developed improvement plans.
- Held employees accountable to Branch Operating guidelines and had HR consultation when expectations fell below.
Personal Banker I and II
Wells Fargo Bank
Goldsboro, NC
10.2010 - 02.2017
- Building long term relationships with customers in person and by phone.
- Uncovering financial needs for customers and providing recommendation .
- Conduct financial needs assessment.
- Reaching out to the community by placing outbound calls and visiting local businesses.
- Effectively identified needs of affluent and small business customers to meet financial needs.
- Built strong partnership with teller team.
- Maintaining appropriate control to manage risk.
- Coach and mentor new onboarding bankers.
- Expanded client base by promoting new financial products.
- Answered clients' questions about the purposes and details of financial plans and strategies.
- Established rapport with new clients to increase satisfaction and loyalty.
- Assisted customers with setting up or closing accounts, completing loan applications and signing up for new services.
Teller
Wells Fargo Bank
Goldsboro, NC
08.1999 - 10.2010
- Greeted customer by welcoming them to Wells Fargo.
- Provided excellent customer service.
- Maintain and balanced cash drawer.
- Vault and ATM
- Assist less experienced tellers in efficient handling of customer needs.
- Identified and made sales referrals to bankers.
- Processed customer transactions, including deposits, withdrawals, money orders and payments.
Customer Service Representative
Wal-Mart
10.1997 - 08.1999
- Provided high level of customer service support to retail customers.
- Observed customer flow and calls for additional service as needed.
- Demonstrated selling techniques for add on sales.
- Responsibilities included fast and efficient cash handling operations.
Education
High School Diploma -
Easter Wayne High School
Goldsboro, NC06.1998
Skills
- Flexible & Adaptable
- Collaboration
- Leadership
- Business Development
- Regulatory Compliance
- Prioritizing and Planning
Timeline
Branch Operations Manager
Wells Fargo
07.2024 - Current
Branch Manager
Wells Fargo Bank
02.2021 - 07.2024
Service Manager II
Wells Fargo Bank
03.2017 - 02.2021
Personal Banker I and II
Wells Fargo Bank
10.2010 - 02.2017
Teller
Wells Fargo Bank
08.1999 - 10.2010
Customer Service Representative
Wal-Mart
10.1997 - 08.1999
High School Diploma -
Easter Wayne High School