DWANA LEE
Columbia,SC
Summary
Strategic and results-driven financial services leader with over 15 years of progressive experience in banking operations, business execution, risk management, and client relationship development. Proven ability to lead cross-functional teams, implement process improvements, and drive growth while ensuring full regulatory compliance. Adept at analyzing complex business challenges, improving operational performance, and fostering a culture of accountability and excellence. Known for exceptional leadership, communication, and a passion for building strong client and community relationships.
Overview
14
14
years of professional experience
Work History
Branch Leader
Truist Bank
08.2022 - Current
- Provide strategic leadership across branch operations, risk management, and business performance while ensuring compliance with AML/BSA and all regulatory standards.
- Direct operational workflows, audits, and client relationship management initiatives that enhance customer retention and satisfaction.
- Evaluate and refine branch metrics, implement corrective actions, and ensure adherence to corporate and regulatory policies.
- Develop and mentor a high-performing team, emphasizing professional growth, accountability, and service excellence.
- Lead community engagement and outreach programs that strengthen the bank’s presence and partnerships within the region.
- Recognized for consistent improvements in branch efficiency, staff morale, and client satisfaction scores.
Business Execution Consultant
Wells Fargo
08.2020 - 05.2022
- Directed large-scale operational and strategic initiatives across multiple business units to improve compliance, risk management, and business execution.
- Researched and analyzed complex operational trends to identify improvement opportunities and streamline cross-departmental workflows.
- Developed and presented policy updates and risk mitigation strategies to senior management, enhancing compliance and efficiency.
- Partnered with leadership teams to design and implement sustainable solutions that improved customer experience and business performance.
- Supported post-merger transitions, ensuring alignment of regulatory and operational procedures across multiple divisions.
Customer Service Manager
Wells Fargo
01.2016 - 08.2020
- Managed day-to-day operations for the customer service division, ensuring timely, accurate, and professional support delivery.
- Recruited, trained, and coached employees to exceed service expectations and operational goals.
- Oversaw performance tracking and feedback systems that improved team accountability and client satisfaction.
- Ensured full compliance with company policies, audits, and federal regulations while streamlining department workflows.
- Promoted a collaborative culture that encouraged innovation, problem-solving, and quality service delivery.
Banker Connection Customer Service Supervisor
Wells Fargo
11.2013 - 01.2016
- Supervised 15–18 customer service representatives, providing leadership, performance coaching, and ongoing professional development.
- Designed and implemented process improvements that enhanced service quality and reduced customer escalations.
- Managed recruitment, scheduling, payroll, and administrative operations to ensure consistent service delivery.
- Served as a key liaison between staff and senior management, improving communication flow and operational clarity.
Customer Service Representative
Wells Fargo
09.2011 - 11.2013
- Provided front-line support to internal branches and clients regarding policy, procedures, and system inquiries.
- Trained new hires and facilitated onboarding processes to ensure compliance with company standards.
- Delivered exceptional customer service while resolving inquiries efficiently and accurately.
- Selected for the Leadership Development Program, demonstrating potential and readiness for leadership advancement.
Education
Bachelor of Arts (B.A.) - Child Development
Claflin University
Orangeburg, SCSkills
- Branch & Operations Management
- Regulatory Compliance (AML/BSA, Risk Mitigation)
- Business Development & Strategic Planning
- Financial Performance & Process Optimization
- Customer Experience & Retention
- Staff Leadership, Coaching & Mentorship
- Policy Implementation & Audit Readiness
- Relationship Management & Community Engagement
- Organizational Change & Performance Management
- Cross-Functional Collaboration & Problem Solving
Accomplishments
- Improved branch performance metrics by 15% within six months through targeted coaching and operational enhancements.
- Spearheaded customer satisfaction initiatives resulting in a measurable increase in client retention and engagement.
- Served as compliance liaison ensuring 100% audit readiness with zero major findings.
- Developed employee training programs that decreased onboarding time by 25%.
- Recognized for leadership excellence and contributions to diversity, equity, and inclusion efforts.
COMMUNITY & PROFESSIONAL ENGAGEMENT
Financial Literacy Advocate for community outreach programs supporting underserved populations., Mentor for emerging professionals in banking and leadership development networks., Volunteer facilitator for financial wellness and small business empowerment workshops.
COVER LETTER
- DWANA D. LEE
- Columbia, SC | 803-378-4937 | dwana.lee611@gmail.com | linkedin.com/in/dwana-lee-b94292172
- [Date]
- Hiring Manager
- ABC Bank
- [Bank Address]
- [City, State ZIP]
- Dear Hiring Manager
- I am writing to express my strong interest in a leadership position with ABC Bank. With over 15 years of progressive experience in banking operations, business strategy, and compliance, I have developed a solid track record of optimizing performance, mentoring teams, and building customer trust in highly regulated environments.
- As Branch Leader at Truist Bank, I have successfully led operational improvements, managed risk, and cultivated community relationships that align with ABC Bank’s mission of growth and integrity. My earlier tenure at Wells Fargo further refined my expertise in business execution and strategic planning, allowing me to lead large-scale initiatives that improved efficiency and compliance across multiple business divisions.
- I bring a results-oriented approach, a commitment to excellence, and a deep understanding of how to balance operational precision with client-centered leadership. I would be honored to bring my skills in business development, team leadership, and financial management to ABC Bank’s continued success.
- Thank you for your time and consideration. I welcome the opportunity to discuss how my experience aligns with your organizational goals.
- Warm regards
Timeline
Branch Leader
Truist Bank
08.2022 - Current
Business Execution Consultant
Wells Fargo
08.2020 - 05.2022
Customer Service Manager
Wells Fargo
01.2016 - 08.2020
Banker Connection Customer Service Supervisor
Wells Fargo
11.2013 - 01.2016
Customer Service Representative
Wells Fargo
09.2011 - 11.2013
Bachelor of Arts (B.A.) - Child Development
Claflin University