Heather White
Operations Branch Manager
Hanceville,AL
Summary
Positive, proactive personality traits create engaging and productive work environment. Possesses in-depth understanding of financial services and customer relationship management, combined with skills in team leadership and operational efficiency. Committed to driving branch success through effective strategy implementation and resource optimization.
Overview
21
21
years of professional experience
Work History
Branch Operations Manager
Peoples Bank of Alabama
10.2021 - Current
- Developed strong relationships with clients, resulting in increased loyalty and repeat business.
- Managed daily branch operations for optimal productivity and customer satisfaction.
- Supervised a team of employees, fostering a positive work environment and emphasizing professional growth.
- Trained employees on proper procedures and strategies to improve productivity.
- Collaborated with senior management to create strategic plans for future branch growth and expansion.
- Established best practices for resolving client issues quickly while maintaining high standards of professionalism.
- Conducted regular performance evaluations for staff members, identifying areas for improvement and opportunities for advancement.
- Met deadlines by proactively managing individual and team tasks and streamlining processes.
- Reduced staff turnover with effective training programs and employee support initiatives.
- Contributed to ongoing process improvements that led to increased efficiency across various aspects of branch operations.
- Assisted in the recruitment process, selecting top talent to join the team and contribute to the success of the organization.
- Streamlined communication between departments, improving collaboration efforts within the company as well as problem resolution times.
- Examined customer loan applications for loan approvals and denials.
- Complied with established internal controls and policies.
Branch Manager
Wells Fargo & Company
02.2009 - 10.2021
- 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.
- Enhanced staff competency with regular training sessions, boosting productivity levels across the branch operations.
- Reduced employee turnover by fostering a positive work environment and offering competitive compensation packages.
- Developed a high-performing team through targeted recruitment, training, and performance management initiatives.
- Interviewed and hired talented individuals with top-level strengths, improving organizational talent, and skill set.
- Implemented effective sales strategies to achieve branch targets and exceed expectations consistently.
- Submitted loan applications to underwriter for verification and recommendation.
- Utilized data-driven insights to make informed decisions regarding staffing levels during peak seasons thereby maintaining smooth functioning of branch operations.
- Complied with regulatory guidelines and requirements.
- Ensured regulatory compliance through diligent adherence to industry standards, guidelines, and company policies.
- Enhanced branch production rates by handling staff conflicts, evaluations, hiring, and termination processes and coaching employees on company protocol and payroll operations.
Teller
First Community Bank
03.2007 - 02.2009
- Balanced cash drawer daily and resolved discrepancies to provide accurate data regarding cash flow.
- Disbursed cash and checks accurately while maintaining security of cash drawers.
- Processed customer transactions promptly, minimizing wait times.
- Improved customer satisfaction by providing efficient and accurate transaction processing.
- Answered customer inquiries regarding account balances, transaction history, services charges, and interest rates.
- Promoted a welcoming atmosphere in the branch by greeting customers warmly upon arrival and addressing them by name when possible.
- Increased cross-selling opportunities by identifying customer needs and recommending appropriate banking products or services.
- Streamlined teller operations by maintaining organized workspaces and adhering to policies and procedures.
- Educated customers on use of banking website and mobile apps.
- Demonstrated adaptability during peak business hours by multitasking and prioritizing tasks to maintain efficiency and quality of service.
Assistant Manager
Belk Department Store
05.2004 - 02.2007
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Maintained a clean, safe, and organized store environment to enhance the customer experience.
- Developed strong working relationships with staff, fostering a positive work environment.
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
- Managed inventory levels to minimize stockouts while reducing overhead costs.
- Mentored junior staff members in their professional development by offering guidance/support in their assigned roles.
- Completed regular inventory counts to verify stock levels, address discrepancies, and forecast future needs.
- Enforced company policies consistently while handling disciplinary actions when necessary with fairness and respect.
- Facilitated clear communication between employees and upper management through regular meetings and updates.
- Scheduled staff shifts to ensure proper coverage during peak shopping hours without exceeding labor budgets.
- Conducted employee performance evaluations, providing constructive feedback for growth and development.
- Implemented staff training programs, enhancing product knowledge and improving customer service skills.
Education
High School Diploma -
West Point High School
Cullman, AL05-2004
Skills
- Customer relationships
- Excellent work ethic
- Customer service
- Team player
- Strong team-builder
- Excellent time management skills
- Decision-making
- Friendly
- Coaching and mentoring
- Client relationship management
- Approachable
- Verbal/written communication
Accomplishments
- Repeatedly received recognition from superiors for excellence in service.
Timeline
Branch Operations Manager
Peoples Bank of Alabama
10.2021 - Current
Branch Manager
Wells Fargo & Company
02.2009 - 10.2021
Teller
First Community Bank
03.2007 - 02.2009
Assistant Manager
Belk Department Store
05.2004 - 02.2007
High School Diploma -
West Point High School
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