Dorothy Daniels
Grand Prairie,TX
Summary
Proven leader at Citibank, NA, adept in branch operations management and fostering customer relationships. Enhanced service quality, driving customer satisfaction and revenue growth. Skilled in coaching, with a keen attention to detail, consistently exceeded performance indicators through strategic planning and efficient resource allocation.
Overview
20
20
years of professional experience
Work History
Branch Manager
Citibank, NA
11.2018 - Current
- Continuously monitored branch performance against key performance indicators, taking corrective actions as needed to ensure objectives were met or exceeded.
- Maintained friendly and professional customer interactions.
- Improved customer satisfaction ratings by enhancing service quality and resolving client issues promptly.
- Oversaw daily operations for streamlined efficiency, ensuring timely execution of tasks and optimal resource allocation.
- Evaluated employee performance regularly through appraisals and feedback sessions to facilitate continuous development of skills and knowledge base within the team.
- Strengthened relationships with key clients, securing long-term partnerships and driving revenue growth.
- Managed branch financials including budgeting, forecasting, and expense tracking for accurate reporting and decision-making support.
- Interviewed and hired talented individuals with top-level strengths, improving organizational talent, and skill set.
- Collaborated with senior leadership on strategic planning initiatives to align branch objectives with corporate goals.
Assistant Branch Manager, Operations
Citibank, NA
09.2015 - 11.2018
- Implemented risk management strategies to minimize potential losses while maintaining strict compliance with regulations and policies.
- Reduced operational costs through diligent expense management and efficient resource allocation.
- Promoted a positive work environment through employee engagement activities and open communication channels.
- Evaluated staff performance regularly, providing constructive feedback for continuous improvement and career development opportunities.
- Oversaw inventory control procedures to maintain accurate records, prevent theft or loss, and ensure timely restocking of supplies as needed.
- Managed daily operations for optimal branch performance, including staff scheduling, customer service, and financial transactions.
Senior Head Teller
Citibank, NA
03.2008 - 09.2015
- Assisted customers with account-related inquiries, providing efficient service that fostered long-lasting client relationships.
- Managed high-volume currency exchanges while maintaining accuracy and speed in a fast-paced environment.
- Collaborated with management to devise strategies for improving overall branch performance and customer experience.
- Ensured seamless banking operations by effectively coordinating with other departments to address any issues related to cash management and customer service.
- Played a key role in achieving operational excellence within the branch by consistently adhering to established protocols and best practices.
- Coached junior tellers on proper procedures, ensuring compliance with bank policies and regulations.
- Demonstrated leadership skills in overseeing daily operations while providing guidance to fellow tellers when required.
Lead Teller
Citibank, NA
01.2004 - 03.2008
- Managed cash inventory, ensuring accurate balancing of the vault and individual teller drawers daily.
- Assisted in training new tellers to ensure a consistent level of excellent service across the team.
- Supported branch management in conducting audits, demonstrating attention to detail while verifying transactional records for accuracy.
- Mentored junior tellers, fostering professional growth and improved performance within the team.
- Completed highly accurate, high-volume money counts via both manual and machine-driven approaches.
- Provided exceptional customer service, resulting in increased loyalty among existing clients and referrals of new business opportunities from satisfied customers.
- Introduced customers to other bank team members to help meet financial needs.
Education
Basic Courses
North Lake College
Irving, TX08.1995
High School Diploma -
Natchitoches Central High School
Natchitoches, LA05.1993
Skills
- Branch Operations Management
- Customer Service
- Customer Relationships
- Excellent time management skills
- Attention to Detail
- Excellent work ethic
- Coaching and Mentoring
- Team Supervision
- Client Relationship Management
Timeline
Branch Manager
Citibank, NA
11.2018 - Current
Assistant Branch Manager, Operations
Citibank, NA
09.2015 - 11.2018
Senior Head Teller
Citibank, NA
03.2008 - 09.2015
Lead Teller
Citibank, NA
01.2004 - 03.2008
Basic Courses
North Lake College
High School Diploma -
Natchitoches Central High School