Debra Prell
Hopatcong,NJ
Summary
Seasoned Service Manager bringing 34 years of banking experience. Proficient in business practices, standards of operation and customer needs. I'm a leader with a drive for developing teams with focus on exceptional service delivery and customer retention.
Overview
34
34
years of professional experience
Work History
Service Manager, Operations Associate Manager
Wells Fargo
Morristown , NJ
06.2016 - Current
- Met with customers to discuss service needs and offer available solutions.
- Monitored team performance and adhered to service expectations .
- Cross train employees how to collaborate on daily job tasks and achieve service targets.
- Educate team members on best practices, company policies and service excellence standards.
- Developed and maintain operational guidelines for staff. This ensured the branch had a adequate rating for our Branch Control Review.
- Helped team members maintain business professionalism by coaching each on methods for delivering exceptional service to every customer.
- Additional responsibilities include effective scheduling for the team, providing approvals for transactions and executing team meetings.
- Performed Branch Manager duties in their absence due to vacation or attending meetings outside the office.
Head Teller, Teller Supervisor, Service Manager
First Fidelity, First Union, Wachovia, Wells Fargo
Dover, NJ
04.1991 - 06.2016
- Verified amount of cash in cash drawer against day's receipts, quickly identifying errors.
- Counted cash drawers and provided assistance to locate teller differences.
- Examined tellers' reports of daily transactions for accuracy.
- Evaluated customer lifestyle to counsel customers on best products and services.
- Purchased and maintained office supply inventories while adhering to budgeting practices.
- Maintained team productivity and quality of service by establishing and maintaining clear benchmarks.
- Met with customers to discuss service needs and offer available solutions.
- Maintained strong knowledge of bank products, services, procedures and regulatory requirements to assist staff members with questions and difficult or complex tasks.
- Promoted bank's products and services by consistently cross-selling to customers.
- Maintained effective customer service by responding to service requests quickly .
- Additional responsibilities include effective scheduling for the team, providing approvals for transactions and executing team meetings.
- Performed Branch Manager duties in their absence due to unforeseen circumstances for an extended period of time. These duties included conference calls, managing the entire branch, completing reports and attend meetings.
- Worked with the team collectively to review policy's and procedures to ensure the team was in compliance. This allowed the branch to have adequate / passing scores for the Branch Control Review (SOCR).
- Provided teller assistance by reviewing and approving transactions .
- Complete and review effective schedules for the tellers to ensure we have the proper staff and the right time to provide assistance to the customers.
Teller
Morris Savings Bank
Rockaway, NJ
09.1988 - 04.1991
- Answered customer inquiries regarding account balances, transaction history, services charges and interest rates.
- Processed customer transactions promptly, minimizing wait times.
- Learned about customer's financial needs, established trust and optimized sales opportunities resulting in quality customer service.
Education
High School Diploma -
Sussex County Vocational Technical School
Sparta NJ06.1988
Skills
- Problem Anticipation and Resolution
- Maintaining Clean Work Areas
- Motivational Leadership
- Risk Management
- Operational Efficiency
- Schedule Preparation
- Employee Relations
- Customer Service
- Hiring and Onboarding
- Honest and Trustworthy
- Team Leadership
Timeline
Service Manager, Operations Associate Manager
Wells Fargo
06.2016 - Current
Head Teller, Teller Supervisor, Service Manager
First Fidelity, First Union, Wachovia, Wells Fargo
04.1991 - 06.2016
Teller
Morris Savings Bank
09.1988 - 04.1991
High School Diploma -
Sussex County Vocational Technical School
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