DeVonna Walker
Summary
Dynamic Financial Center Manager with proven success in optimizing team performance and enhancing customer experiences. Expertise in banking operations and strategic sales initiatives. Adept at leading teams toward achieving organizational goals and driving business growth. Seeking a challenging role to leverage comprehensive financial management skills.
Overview
25
25
years of professional experience
Work History
Financial Center Manager II
Fifth Third Bank
03.2022 - Current
- Manages Book of Business P&L of $55 million, consistently surpassing revenue goals through strategic financial oversight.
- Executes Balanced Scorecard strategies to improve branch performance metrics, resulting in continuous growth.
- Delivered exceptional customer experiences, effectively deepening consumer and small business relationships.
- Maintains comprehensive knowledge of Fifth Third’s products, services, and processes to effectively guide the team.
- Executes consultative sales processes to identify financial needs, and recommend suitable solutions to customers.
- Delivers integrated business strategies, ensuring all customers receive Financial Needs Assessments, and proactive support.
- Leads a team of five, enhancing performance through strategic coaching and development.
- Conducts daily huddles, weekly sales meetings, and monthly coaching meetings with team members.
- Facilitates cross-center collaboration to promote a unified One Bank culture.
Financial Center Manager I
Fifth Third Bank
12.2019 - 03.2022
- Managed Book of Business P&L of 40 million, consistently exceeding revenue goals through strategic oversight.
- Led a team of four employees, enhancing productivity and overall performance.
- Championed business banking initiatives, sharing best practices for regional success.
Assistant Center Manager
Fifth Third Bank (MB Financial Bank)
01.2018 - 12.2019
- Developed and trained Personal Bankers and Customer Service Representatives to enhance performance.
- Monitored daily customer interactions to ensure exceptional service quality.
- Created and implemented action plans to achieve sales and service objectives.
- Fostered a collaborative team environment through effective leadership and coaching.
- Tracked and reported sales performance metrics to Financial Center Manager.
- Participated in community service activities to promote goodwill and attract new business.
- Addressed inquiries and complaints from existing and prospective customers regarding accounts and loans.
- Proactively marketed banking services to retail and small business clients.
Relationship Banker
Fifth Third Bank (MB Financial Bank)
01.2016 - 01.2018
- Delivered quality customer service for deposit and loan relationships.
- Researched records to resolve customer inquiries efficiently.
- Expanded existing customer relationships through teleconsulting and cross-selling services.
- Maintained Insurance License to offer fixed annuity products.
- Achieved monthly and yearly deposit and annuity targets consistently.
- Utilized online computer systems to manage account information accurately.
- Performed account maintenance and submitted necessary paperwork promptly.
- Ensured compliance with bank policies, federal, and state regulations.
Customer Service Manager/Banking Specialist
Fifth Third Bank (MB Financial Bank)
01.2007 - 01.2016
- Supervised Customer Service Associates and Representatives to meet quarterly performance metrics set by management.
- Conducted daily huddles, weekly wall chart sessions, and monthly coaching meetings with team members.
- Managed office functions, implementing local policies and clarifying organizational programs and objectives.
- Maintained Banking Center cash levels, reviewed overdrafts, and performed monthly audits of cash drawers.
- Consistently achieved an audit score of 'A' by adhering strictly to all policies and procedures.
- Possessed comprehensive knowledge of teller and banker platforms, including account openings and cross-selling services.
- Resolved customer inquiries regarding accounts and loans, performing necessary account maintenance as needed.
- Created and managed monthly staff schedules while overseeing supply orders for the Banking Center.
Telephone Banker
Fifth Third Bank (MB Financial Bank)
10.2000 - 01.2007
- Resolved customer issues through detailed research and follow-ups, ensuring satisfaction with services.
- Conducted interviews to assess customer needs for appropriate banking products.
- Facilitated requests to open checking, savings, certificates of deposit, and other retail banking accounts.
- Advised customers on financial products and services tailored to individual requirements.
- Prioritized individual and departmental goals related to customer service performance and quality.
Education
Master of Business Administration -
Governors State University
University Park, IL05.2016
Bachelor of Arts - Business Administration
Governors State University
University Park, IL05.2015
Associate in Arts - Business Administration
South Suburban College
South Holland, IL05.2013
Skills
- Profit and Loss Management
- Performance Metrics Analysis
- Sales Strategy Development
- Customer Experience Enhancement
- Team Leadership and Development
- Regulatory Compliance
Study Abroad Program
- Cape Town/ Port Elizabeth, South Africa 5/2016
- Sao Paolo/ Rio de Janeiro, Brazil 7/2015
Timeline
Financial Center Manager II
Fifth Third Bank
03.2022 - Current
Financial Center Manager I
Fifth Third Bank
12.2019 - 03.2022
Assistant Center Manager
Fifth Third Bank (MB Financial Bank)
01.2018 - 12.2019
Relationship Banker
Fifth Third Bank (MB Financial Bank)
01.2016 - 01.2018
Customer Service Manager/Banking Specialist
Fifth Third Bank (MB Financial Bank)
01.2007 - 01.2016
Telephone Banker
Fifth Third Bank (MB Financial Bank)
10.2000 - 01.2007
Master of Business Administration -
Governors State University
Bachelor of Arts - Business Administration
Governors State University
Associate in Arts - Business Administration
South Suburban College
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