Dawn K Thomas
Elkton,MD
Summary
Dynamic financial professional with a proven track record at Fulton Bank, excelling in team development and risk management. Adept at implementing innovative marketing strategies and enhancing customer satisfaction through exceptional service. Skilled in cash flow management and fostering collaboration, driving sales growth while ensuring compliance with regulatory standards.
Financial management professional with strong leadership capabilities and focus on achieving results. Proven track record in optimizing financial operations, driving customer satisfaction, and ensuring compliance with regulatory standards. Expertise in team collaboration, strategic planning, and adapting to evolving business needs. Known for effective problem-solving, communication, and ability to inspire and guide teams toward common goals.
Results-driven Branch Manager experienced in financial statement review, auditing and reporting. Well-versed in producing reports, evaluating department operations and handling month- and year-end closings. Meticulous, conscientious and methodical in approach.
Equipped with strong problem-solving abilities, willingness to learn, and excellent communication skills. Poised to contribute to team success and achieve positive results. Ready to tackle new challenges and advance organizational objectives with dedication and enthusiasm.
Overview
46
46
years of professional experience
Work History
Financial Center Supervisor
Fulton Bank
02.2018 - Current
- Implemented innovative marketing campaigns to attract new customers and promote the financial center''s services.
- Managed risk effectively through strict compliance with corporate policies, procedures, and regulatory requirements.
- Developed high-performing teams through targeted recruitment, coaching, and professional development initiatives.
- Streamlined operations for increased efficiency through process optimization and workflow management.
- Built and lead high-performance team focused on achieving sales and service goals.
- Enhanced customer satisfaction with exceptional service, relationship building, and personalized banking solutions.
- Conducted regular performance reviews for team members to assess progress against objectives while offering constructive feedback on areas requiring improvement.
- Mentored staff members in sales techniques, product knowledge, and industry best practices to maximize performance levels consistently.
- Implemented fraud prevention measures by regularly reviewing transaction activities for suspicious patterns.
- Established internal audit procedures to validate and improve accuracy of financial reporting.
- Performed banking, business administration and financial tasks to guarantee five-star service for clients.
Senior Head Teller
Citizens Bank
06.2014 - 02.2018
- Enhanced customer satisfaction by effectively managing and resolving complex transactions and inquiries.
- Conducted regular training sessions for staff members to ensure up-to-date knowledge on industry changes and regulatory requirements.
- Streamlined cash handling processes for increased efficiency in daily operations.
- Improved branch security by conducting thorough audits of vaults, cash drawers, and negotiable items.
- Spearheaded cross-selling initiatives that drove sales growth across various banking products and services.
- Ensured seamless banking operations by effectively coordinating with other departments to address any issues related to cash management and customer service.
- Elevated overall branch reputation through consistent delivery of exceptional customer service experiences.
- Mentored new hires, contributing to their successful integration into the team and improved branch performance.
- Demonstrated leadership skills in overseeing daily operations while providing guidance to fellow tellers when required.
- Assisted customers with account-related inquiries, providing efficient service that fostered long-lasting client relationships.
- Mitigated risk by vigilantly identifying potential fraud cases through diligent transaction monitoring activities.
- Assisted customers with setting up or closing accounts, completing loan applications, and signing up for new services.
- Completed highly accurate, high-volume money counts via both manual and machine-driven approaches.
- Received car loan, home loan, and other payments and posted to accounts.
- Mentored and trained new tellers on bank procedures and customer service standards.
- Recognized and prevented fraudulent activities and suspicious transactions.
- Created teller schedule to keep weekly and weekend shifts properly staffed.
- Handled various accounting transactions.
- Monitored and verified suspicious activity on customer accounts.
- Educated customers on online banking and mobile banking applications.
Journals Customer Service
Johns Hopkins University Press
01.2000 - 06.2014
- Skilled at working independently and collaboratively in a team environment.
- Worked well in a team setting, providing support and guidance.
- Worked effectively in fast-paced environments.
- Learned and adapted quickly to new technology and software applications.
- Resolved problems, improved operations and provided exceptional service.
- Excellent communication skills, both verbal and written.
- Handling of orders for subscriptions to scholarly journals and books
- Overseeing a team of 12 staff members who receive calls daily
- Attend Press conferences at various Universities
- Handling of staff reviews and performance reviews for annual increases
- Work with Johns Hopkins Hospital on various donation and charity events
Assistant Branch Manager
SunTrust Banks
02.1982 - 01.2000
- Supervised and evaluated staff to help improve skills, achieve daily objectives, and attain advancement.
- Responded to customer concerns, working with manager to significantly raise customer satisfaction ratings.
- Enhanced customer satisfaction by providing exceptional service and addressing concerns promptly.
- Trained and developed new team members in alignment with branch service standards and objectives.
- Monitored daily branch activities, quickly identifying areas requiring improvement or corrective action to maintain operational excellence.
- Managed risk effectively through strict adherence to compliance guidelines, minimizing financial losses due to fraud or errors in transactions.
- Reviewed credit applications for risk factors and credit worthiness.
- Supported the Branch Manager with daily tasks, ensuring smooth branch functioning and effective communication amongst team members.
- Oversaw successful completion of internal audits with minimal findings, demonstrating strong adherence to bank policies and regulations.
- Facilitated customer satisfaction by executing personal communication and frequent follow-ups.
- Demonstrated knowledge of branch financial products, loans and lines of credit.
- Coordinated staff schedules, maintaining optimal staffing levels during peak business hours for improved customer experience.
- Supervised team of 8 branch employees and made recommendations regarding performance evaluations.
- Trained and mentored new employees, fostering a positive work environment that led to higher retention rates.
Teller
Provident Bank
05.1980 - 02.1982
- Managed high-volume transactions efficiently while maintaining attention to detail, ensuring accurate processing for customers.
- Answered customer inquiries regarding account balances, transaction history, services charges, and interest rates.
- Balanced cash drawers daily, identifying discrepancies and taking corrective actions as needed.
- Processed customer transactions promptly, minimizing wait times.
- Assisted customers with account inquiries, resolving issues promptly and professionally.
- Balanced cash drawer daily and resolved discrepancies to provide accurate data regarding cash flow.
- Supported team members in achieving branch goals through collaboration, communication, and shared responsibilities.
- Maintained up-to-date knowledge of bank products, services, promotions, policies, regulations to better assist customers with their financial needs.
- Maintained cash drawer accuracy by conducting regular audits and implementing effective cash handling practices.
- Disbursed cash and checks accurately while maintaining security of cash drawers.
- Served as primary point of contact for customers, providing assistance with account maintenance and transactions.
- Answered telephone inquiries on checking and savings accounts, loans, and lines of credit.
Education
High School Diploma -
Northern High School
Baltimore, MD05.1981
Skills
- Operations management
- Team development
- Sales management
- Quality controls
- Customer service
- Time management
- Cash handling expertise
- Team building
- Risk assessment
- Internal controls and reporting systems
- Compliance assessment
- Staff training
Accomplishments
- Achieved Top sales Performer by completing Sales Goals with accuracy and efficiency.
- Supervised team of 12 staff members.
Timeline
Financial Center Supervisor
Fulton Bank
02.2018 - Current
Senior Head Teller
Citizens Bank
06.2014 - 02.2018
Journals Customer Service
Johns Hopkins University Press
01.2000 - 06.2014
Assistant Branch Manager
SunTrust Banks
02.1982 - 01.2000
Teller
Provident Bank
05.1980 - 02.1982
High School Diploma -
Northern High School