JOHNNIE STEVENS
Manager
CORINNE,UT
Summary
Dynamic banking professional with over 18 years of extensive experience dedicated to driving operational excellence and enhancing customer satisfaction. Recognized for exceptional leadership skills, fostering collaborative team environments, and seamlessly adapting to evolving industry demands. Expertise in financial analysis, risk management, and customer relationship management positions as a strategic asset to any organization. Committed to delivering dependable, results-oriented solutions that align with organizational goals and promote sustained growth.
Overview
18
18
years of professional experience
Work History
Branch Manager
Wells Fargo
02.2023 - 11.2025
- Boosted team efficiency by setting clear benchmarks and conducting regular performance reviews.
- Engaged customers to assess service needs, offering tailored solutions and gaining approval to proceed with organized service events, fostering goal settings, and enhancing customer interaction strategies.
- Directed teams of up to 8, ensuring policy compliance and optimizing operational success through strategic staffing.
- Facilitated community business growth via effective networking and resolving service-related issues.
- Fostered a positive team environment by mentoring staff, enhancing morale, and strengthening collaboration across departments.
- Streamlined service processes to improve customer satisfaction, achieving noticeable gains in feedback scores and repeat business.
- Reviewed performance metrics to identify trends, enabling targeted training initiatives that enhanced team effectiveness and productivity.
- Conducted one-on-one meetings empowering staff with strategies to improve client interactions and service delivery, implemented a new scheduling system for staff shifts, optimizing resource allocation and reducing service wait times.
- Directed branch operations, ensuring compliance with policies while boosting transaction efficiency and enhancing customer satisfaction.
- Led a team of 6, providing mentorship and performance evaluations that resulted in marked gains in employee engagement and productivity.
- Cultivated a positive work environment through regular team-building activities, strengthening collaboration, and improving overall morale.
- Led branch operations, ensuring compliance with regulatory requirements and company policies.
- Developed and implemented strategic initiatives to enhance customer service and operational efficiency.
- Mentored branch staff, fostering professional development and improving team performance.
- Analyzed financial reports to identify trends and drive sales growth within the branch.
- Cultivated relationships with clients, increasing customer retention through personalized service strategies.
- Oversaw recruitment, training, and performance evaluation of branch personnel to ensure high-quality service delivery.
- Collaborated with regional management to align branch goals with organizational objectives for sustained growth.
- Continuously monitored branch performance against key performance indicators, taking corrective actions as needed to ensure objectives were met or exceeded.
- Improved customer satisfaction ratings by enhancing service quality and resolving client issues promptly.
- Ensured regulatory compliance through diligent adherence to industry standards, guidelines, and company policies.
Service Manager
Wells Fargo
04.2018 - 02.2023
- Led teams of up to 10 in delivering exceptional customer service, resulting in measurable improvements in client satisfaction scores, fostered a positive work environment by mentoring new staff, enhancing team cohesion and boosting morale.
- Analyzed service performance metrics to identify trends, enabling targeted training programs that improved service speed, Implemented streamlined processes for customer inquiries, significantly reducing response times and enhancing overall service efficiency.
- Oversaw daily operations, ensuring compliance with company policies and regulatory standards.
- Mentored team members, fostering professional development and enhancing service delivery skills.
- Managed conflict resolution processes, ensuring timely and effective solutions for customer issues.
- Established quality assurance protocols to maintain high standards in service operations across branches.
- Resolved customer complaints in professional and timely manner.
- Resolved escalated customer complaints professionally, turning potentially negative experiences into opportunities for continued patronage.
- Hired, trained and supervised team of service staff members to meet business goals.
- Analyzed service reports to identify areas of improvement.
- Developed and maintained positive relationships with customers to build rapport and trust.
Personal Banker
Wells Fargo
10.2016 - 04.2018
- Worked closely with management to strategize sales techniques to increase branch production and customer service.
- Built client rapport to ensure consistent satisfaction and loyalty.
- Conduct detailed financial reviews for business clients to tailor appropriate products and services to fit clients' needs.
- Create financial solutions to meet customer needs and provide a competitive edge, expanded client base by promoting new financial products and services.
- Facilitated personalized banking solutions for clients, enhancing customer satisfaction and loyalty.
- Managed daily operations, ensuring compliance with financial regulations and policies.
- Developed and maintained strong client relationships, identifying opportunities for product cross-selling.
- Analyzed client financial needs to recommend tailored services and products effectively.
- Utilized strong interpersonal communication skills during client interactions, resulting in increased trust and fostering long-lasting relationships.
- Maintained compliance with bank policies and regulations while executing various financial transactions for customers.
- Generated new business by conducting thorough financial needs assessments and offering tailored products to clients.
Lead Teller
Wells Fargo
05.2008 - 09.2016
- Completed special procedures for customers such as ordering new checks, placing stop payments on checks, and debit card purchases.
- Completed highly accurate, high-volume money counts via both manual and machine-driven approaches.
- Uphold strict financial controls by keeping funds secure and accurately transferring monies.
- Checked amount details and fraud markers for transaction papers such as checks and money orders.
- Monitored customer behaviors and upheld strict protocols to prevent theft and loss of assets.
- Executed customer transactions, including deposits, withdrawals, money orders, and checks. Received regional branch recognition award for sales increases quarterly.
- Volunteered for extra shifts during holidays and other busy periods to alleviate staffing shortages, Maintained balancing record with rate of accuracy.
- Bolstered understanding of banking products and services by enrolling in available training classes and seminars offered to further my knowledge of Wells Fargo and its products and services.
- Identified sales opportunities and referred customers to branch partners in financial services.
- Processed quarterly Vault and ATM audits with zero error rate.
- Rapidly and efficiently prepared customer and ATM cash and change orders.
- Observed all procedures regarding financial and customer information to prevent possible breaches and data misuse. Answered telephone inquiries on banking products including checking, savings, and lines of credit.
- Provided a high level of customer service through a friendly approach, strong professionalism, and timely assistance with customer transactions.
- Supervised daily operations of teller line, ensuring adherence to company policies and procedures.
- Trained and mentored new tellers, enhancing team performance and customer service skills.
- Monitored cash flow and maintained accurate financial records to minimize discrepancies.
- Assisted in resolving complex customer inquiries, fostering positive relationships and loyalty.
- Conducted audits of transactions to ensure compliance with regulatory standards and internal controls.
- 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.
Teller
Wells Fargo
07.2007 - 05.2008
- Checked amount details and fraud markers for transaction papers such as checks and money orders.
- Uphold strict financial controls by keeping funds secure and accurately transferring monies.
- Coordinated daily cash reconciliation in high-volume location.
- Rapidly and efficiently prepared customer and ATM cash and change orders.
- Monitored customer behaviors and upheld strict protocols to prevent theft of assets, identified sales opportunities, and referred customers to branch partners in financial services.
- Processed quarterly Vault and ATM audits with zero error rate.
- Processed customer transactions accurately and efficiently at teller window.
- Assisted customers with account inquiries and product offerings to enhance satisfaction.
- Maintained cash drawer, ensuring accurate balances through regular reconciliation.
Education
High School Diploma -
John W North High School
Riverside, CA06-1996
Skills
- Expertise in training delivery
- Client relationship management
- Effective team development
- Proficient in metrics evaluation
- Critical decision-making
- Critical thinking expertise
- High-quality client service
- Dedicated work ethic
- Professional demeanor
- Relationship management
- Regulatory compliance expertise
- Effective conflict resolution
- Regulatory adherence
- Skilled in identifying fraudulent activities
- Risk management expertise
Timeline
Branch Manager
Wells Fargo
02.2023 - 11.2025
Service Manager
Wells Fargo
04.2018 - 02.2023
Personal Banker
Wells Fargo
10.2016 - 04.2018
Lead Teller
Wells Fargo
05.2008 - 09.2016
Teller
Wells Fargo
07.2007 - 05.2008
High School Diploma -
John W North High School