Johanna Flores Amaro
Auburn Hills,WA
Summary
Motivated Bank Manager passionate about providing excellent customer service and exceeding expectations. Inspires staff loyalty through strong leadership and communication skills. Organized and dependable Branch manager successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Excellent with customer Service and Team member engagement which are both important to grow business.
Overview
10
10
years of professional experience
Work History
Branch Manager
Wells Fargo Bank
Tukwila , WA
04.2018 - Current
- Maintained friendly and professional customer interactions.
- Leads home branch and supports other branches in daily operation around risk management, banking service and advice, accountability, and growth by leveraging and adhering to PM&R, community banking policies, procedures
- Executes risk management strategies by monitoring team’s progress with managing complaints, proactively observing and coaching team using BCR Review and Operational Excellence Playbook, control tasks, audits, BSP alerts, BVO opportunities, BOLO, losses, and other operational risk reporting tools .
- Coaches Personal Bankers, Specialty Bankers and SM on helping consumer and business customers achieve financial goals through deposit, credit, and other partner products and services with focus on asking customers questions to uncover needs and educating them around digital capabilities; on daily basis, assigns CRV leads, prepares bankers for outreach hours, follows up on progress by conducting post reviews.
- Executes and observes leadership activities including morning huddles, skill practices, daily touch-points, observations, 1:1s; meetings, etc. in which constructive feedback is provided to ensure team are led with integrity, motivated, and empowered to grow.
- Recognizes excellent performance and successes by leveraging workbook, performance evaluation reviews, and other recognition activities to support team with their career path.
- Schedules team 4 weeks in advance according to forecast to ensure branch is appropriately staffed, allowing time for team to engage in extra learning activities and protected customer outreach hours.
- Key successes: Leads branches to exceed on CE and through changes in Customers First and NPS; achieved performing BCR reviews for Q1-Q2 2019, Q1&Q2 2020. Q3-Q4 2021 Q2-Q3 2022. Various perfect centralized reviews with no findings which led to Various recognitions from district manager and Branch Banking Region Director.
- Excellent at resolving customer inquiries and complaints quickly and sharing learnings with team.
Branch Manager
Wells Fargo
Seattle, WA
06.2016 - 04.2018
- Engaged employees in business processes with positive motivational techniques.
- Generated new business from customers. Building strong relationships with customers.
- Providing sound leadership to staff. Maintaining accurate time sheets and personnel records.
- Participating in and contributing to any branch manager’s meetings. Involved in recruitment of branch staff.
- Performed monthly 1on1’s with team members. Performed Quarterly Dap plans with team members.
- Facilitated Wow strategy meetings.
- Implementation of Workbooks in morning warm ups, meetings and any coaching moments.
- Building positive, energetic and uplifting branch culture. Resolving customer issues in timely and professional manner. Coaching and mentoring of service manager and tellers.
- 4 team member promotions.
Assistant Branch Manager
Wells Fargo
Burien , WA
07.2015 - 06.2016
- Trained and developed new team members in alignment with branch service standards and objectives.
- Supervised team of 13 branch employees and made recommendations regarding performance evaluations.
- Responded to customer concerns, working with manager to significantly raise customer satisfaction ratings.
- Supervised and evaluated staff, enabling them to improve skills, achieve daily objectives and attain advancement.
- Lead 7 bankers to achieve metric goals every quarter by helping them with strategy plan.
- Conducted Morning huddles with team of 10 or more Lead skills practices with team of 10 or more on daily basis
- Stepped into Main management role when team had no branch manager for 4 months.
Personal Banker
Wells Fargo
Burien , WA
04.2013 - 07.2015
- Assisted customers with setting up or closing accounts, completing loan applications and signing up for new services.
- Promoted financial products by maintaining excellent service offering knowledge.
- Worked closely with management to strategize sales techniques to increase branch production and customer service.
- Balanced cash drawers and vault accounts on daily basis with zero discrepancies.
- Achieved consistent recognition as top sales performer.
- Presented new and additional products and services to existing customers.
- Met and exceeded metric goals every quarter Credit champion for our district Circle of Stars champion.
- Wells @ Work advocate Offsite business acquisition
- Mentored and coached Tellers to perform at best level and generate leads to bankers for new business acquisition.
- Demonstrated leadership skills through facilitating branch meetings and conducting morning huddles.
Education
Associate of Arts - Translation And Interpretation
Bellevue College
Bellevue, WASkills
- Coaching and Mentoring
- Staff Recruitment and Hiring
- Adaptable to Changing Conditions
- Operational Reporting
- Customer Service
- Interviewing and Hiring
- Banking Products and Services
- Branch Operations Management
- Regulatory Compliance
- Problem Anticipation and Resolution
- Prioritizing and Planning
- Proactive and Focused
- Training and Development
- Conflict Resolution
- Accountability
Timeline
Branch Manager
Wells Fargo Bank
04.2018 - Current
Branch Manager
Wells Fargo
06.2016 - 04.2018
Assistant Branch Manager
Wells Fargo
07.2015 - 06.2016
Personal Banker
Wells Fargo
04.2013 - 07.2015
Associate of Arts - Translation And Interpretation
Bellevue College
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