Summary
Overview
Work History
Education
Skills
Timeline
Generic
D E L O N N I E J O H N S O N

D E L O N N I E J O H N S O N

Houston,TX

Summary

Results-driven and customer-focused Manager with over 7 years of experience leading high-performing teams in dynamic sales environments. Skilled in overseeing operations, managing staff, and ensuring regulatory compliance while consistently exceeding sales targets. Adept at building and maintaining strong customer relationships, identifying business development opportunities, and driving profitability. Proven expertise in financial management, risk assessment, and conflict resolution, with a strong commitment to providing exceptional customer service. A strategic leader with excellent communication, organizational, and problem-solving skills, seeking to contribute to the success of a growing financial institution.

Overview

13
13
years of professional experience

Work History

Market Financial Center Manager

Bank of America
09.2023 - Current
  • Customer Service: Ensuring high-quality customer service by addressing customer concerns, resolving issues, and offering products that meet customer needs. Also assist with customer inquiries or complex banking transactions.
  • Sales and Marketing: Promoting and selling bank products and services, including savings accounts, loans, credit cards, and other financial products. Meeting sales targets and working to increase branch profitability.
  • Operational Oversight: Managing day-to-day operations such as ensuring accurate record-keeping, compliance with banking regulations, and monitoring transactions for potential fraud or errors.
  • Compliance and Risk Management: Ensuring the branch follows all regulatory and legal requirements. This involves managing risk and maintaining compliance with financial regulations, anti-money laundering rules, and other industry standards.
  • Problem Resolution: Addressing any complaints, concerns, or operational problems quickly and effectively. Ensuring that issues are resolved in a manner that maintains customer satisfaction and branch integrity.
  • Performance Evaluation: Conducting performance reviews for staff, providing feedback, and setting goals for employees' personal and professional development.

Retail Area Manager

AT&T
05.2016 - 09.2023
  • Cultivated professional relationships with executive leadership, other area managers, and support team to identify, track, and formulate action plans to maximize market share
  • Conducted store visits to ensure all AT&T policies were being followed, enforced, and taught to ensure customers received 'True' guest experience
  • Conducted stragetic and operational market-wide calls to ensure every location was up to date on items such as marketing, compliance, and attainment
  • Supports B2B, FirstNet, & MDU efforts through stragetic meetings with propects and outreach activities
  • Provides community relations at the local level to promote positive customer image for AT&T and its affiliates
  • Interview, hire and make necessary discipline decisions including terminations for Store Managers
  • Planned and conducted hiring events to maintain healthy headcount in assigned territory
  • Implement innovation and marketing approaches to deliver growth through all channels such as IHX, postpaid, prepaid, and home services
  • Revamped systems, processes and training programs to reverse underperforming store metrics
  • Analyzed store reports to evaluate performance, increase sales and reduce controllable expenses
  • Developed traditional and digital marketing campaigns utilizing social media platforms to better target and engage consumers
  • Implemented tailored customer relations strategies to help staff exceed expectations and promote brand loyalty
  • Oversaw store operating budget, product inventory, purchasing decisions and sales development strategies

Assistant Branch Manager

Woodforest National Bank
03.2012 - 05.2016
  • Achieve branch sales and revenue goals by proactively identifying, marketing, and recommending banking products and services beneficial to the customer
  • Develop and lead innovative strategies to grow, retain and deepen consumer and business relationships
  • Enhance customer experience and the regulation of the Bank by warmly and sincerely greeting, engaging, and developing relationships with retail partners and customers
  • Created and implemented strategies to develop and expand customer sales, resulting in 15% increase in annual sales
  • Trained and guided staff on new financial products and in upselling and cross-selling techniques
  • Determined credit risk for new and existing clients to mitigate fraud and losses
  • Built branch partnerships, planned new marketing strategies and shuffled teams to achieve branch targets
  • Led regular meetings to share new information, update policies and outline objectives to staff
  • Reviewed customers' financials to approve loans and credit lines
  • Recruited, hired and trained personnel to grow business books
  • Handled front-office branch activities during peak periods to manage queues and resolve complaints
  • Deepened relationships, acquired new clients and improved service delivery to drive portfolio growth

Education

No Degree - Computational Science

University of Louisiana At Lafayette
Lafayette, LA

High School Diploma -

Westgate High School
New Iberia, LA
12-2010

Skills

  • Team Management:

  • Customer Service

  • Sales and Marketing

  • Operational Oversight

  • Financial Management

  • Compliance and Risk Management

  • Reporting

  • Performance Evaluation

Timeline

Market Financial Center Manager

Bank of America
09.2023 - Current

Retail Area Manager

AT&T
05.2016 - 09.2023

Assistant Branch Manager

Woodforest National Bank
03.2012 - 05.2016

No Degree - Computational Science

University of Louisiana At Lafayette

High School Diploma -

Westgate High School

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