Irene Leonard
Fairburn,GA
Summary
Dynamic leader with a proven track record at Wells Fargo, adept in branch operations oversight and fostering strong customer relationships. Excelled in driving service excellence, evidenced by surpassing performance metrics. Skilled in coaching and MS Office, I'm committed to continuous learning and operational excellence, ensuring both team and business growth.
Overview
21
21
years of professional experience
1
1
Certification
Work History
Branch Manager
Associated Credit Union
05.2023 - Current
- Continuously monitored branch performance against key performance indicators, taking corrective actions as needed to ensure objectives were met or exceeded.
- Increased new membership by 100 or more each year and revenue by 14.36% in two years.
- Brought business development to a larger scale at Ellenwood's branch.
- Improved customer satisfaction ratings by enhancing service quality and resolving client issues promptly.
- Evaluated employee performance regularly through appraisals, skills matrix and feedback sessions to facilitate continuous development of skills and knowledge base within the team.
- Collaborated with senior leadership on strategic planning initiatives to align branch objectives with corporate goals.
Assistant Branch Manager
Regions Bank
11.2019 - 10.2022
- Trained and developed new team members in alignment with branch service standards and objectives.
- Monitored daily branch activities, quickly identifying areas requiring improvement or corrective action to maintain operational excellence.
- Assisted in achieving branch sales goals by identifying potential cross-selling opportunities and promoting bank products and services.
- Interviewed and hired talented individuals with top-level strengths, improving organizational talent, and skill set.
- Streamlined branch operations for increased efficiency through implementation of new processes and procedures.
- Led monthly team meetings focusing on progress updates, goal-setting sessions, best practices sharing and collaborative problem solving.
Personal Banker/Business Advocate
Wells Fargo
05.2014 - 11.2019
- Utilized strong interpersonal communication skills during client interactions, resulting in increased trust and fostering long-lasting relationships.
- Assisted customers with setting up or closing accounts, completing loan applications, and signing up for new services.
- Exceeded individual performance metrics consistently while maintaining exceptional levels of client satisfaction ratings throughout tenure as Personal Banker.
- Collaborated with branch team members to achieve monthly sales targets and improve overall performance.
- Trained new personal bankers, elevating team performance and service quality.
- Identified new business opportunities through cold calling, networking, marketing and prospective database leads.
Lead Teller
Wells Fargo
10.2012 - 05.2014
- 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.
- Boosted branch sales with proactive product recommendations based on customer needs.
- Enforced compliance with bank regulations and policies to reduce financial risks.
- Collaborated with other departments to resolve complex issues, enhancing the overall banking experience for clients.
Collector
CBE Group
02.2011 - 10.2012
- Collaborated with team members to achieve monthly targets, promoting a positive work environment and boosting overall productivity.
- Contacted customers to discuss payment schedules and set up or immediately process payments.
- Reduced outstanding student loan debts by implementing strategic collections tactics and maintaining open lines of communication with customers.
- Evaluated, researched and resolved discrepancies.
- Streamlined debt collection processes for increased efficiency in the workplace.
- Maintained high volume of calls and met demands of busy and productive group.
Customer Service Representative
HSBC Bank
10.2005 - 05.2011
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Responsible for ordering, shipping, receiving and disbursing currency.
- Counted and balanced cash deposited in the ATM.
Customer Service Rep(Home Equity Loans/Deposits)
HSBC Bank
04.2004 - 10.2005
- Assisted customers with inquiries to improve satisfaction and retention.
- Resolved customer complaints in a timely manner to enhance service quality.
- Provided detailed product information to facilitate informed purchasing decisions.
- Handled high volumes of customer calls, ensuring efficient service delivery.
- Investigated, evaluated and settled complaints.
- Assisted customers with question about their home equity loans and lines.
Education
High School Diploma -
Niagara Falls High School
Niagara Falls, NY06-1999
Skills
- Branch Operations Oversight
- Service Excellence
- Customer relationships
- Strong Time Management
- Detail-Oriented Approach
- Coaching and mentoring
- Strong Communication Skills
- Staff management
- Operations management
- Decision-making
- Cash Management
- Collaborative Team Member
- Business development
- Proficient in MS office and excel
- Goal Setting
- Upselling and cross selling
- People-oriented
- Data entry
- event coordination
- Scheduling
- Strong knowledge in banking
- Rapid Learner
- Committed to Continuous Learning
- Professional demeanor
- Customer service
Certification
- NMLS license
- Notary License
Timeline
Branch Manager
Associated Credit Union
05.2023 - Current
Assistant Branch Manager
Regions Bank
11.2019 - 10.2022
Personal Banker/Business Advocate
Wells Fargo
05.2014 - 11.2019
Lead Teller
Wells Fargo
10.2012 - 05.2014
Collector
CBE Group
02.2011 - 10.2012
Customer Service Representative
HSBC Bank
10.2005 - 05.2011
Customer Service Rep(Home Equity Loans/Deposits)
HSBC Bank
04.2004 - 10.2005
High School Diploma -
Niagara Falls High School
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