KWESIANN VIRGO
Union,NJ
Summary
Results-driven banking leader with 20+ years of industry experience and a strong background in branch operations, branch management, and team leadership. Proven ability to develop high-performing teams, drive business results, strengthen customer relationships, and deliver exceptional client experiences. Skilled in coaching and developing talent, managing operational risk, ensuring regulatory compliance, and supporting business growth. Eager to leverage extensive banking expertise and a customer-focused leadership approach to drive branch performance and contribute to the success of a Branch Manager role.
Overview
1
1
Certification
23
23
years of professional experience
Work History
TEAM MANAGER II SPECIALTIES
TD Bank
Contact Center, NJ
10.2022 - Current
- Provided people management leadership by hiring top talent, setting goals, developing staff, and managing employee performance and compensation decisions. Promoted teamwork and handled all disciplinary actions.
- Leads, coaches, and models are a brand enhancing Customer experience with every interaction.
- Led team and oversaw complex operations, managing multiple step transactions across various systems and jurisdictions.
- Effectively handles critical and/or high-risk issues, determining the most appropriate course of action for resolution.
- Work with recruiting to onboard new hires, develop a new hire 30-day ambassador training program.
- Partners with all Contact Center sites to maximize service/quality levels.
- Coordinated workstreams within WOW Support, including career fair, new hire ambassador program, employee performance recognition, and BRG ambassador initiatives.
- Recognized as Epic Winner for Q3 2023 and Q4 2024 due to exceptional performance.
BRANCH MANAGER
TD BANK
Springfield, NJ
01.2017 - 10.2022
- Team Leadership & Coaching: Supervised, trained, and mentored branch staff, fostering high-performing teams and promoting professional development.
- Sales & Business Development: Enhanced consumer and small business lending, increased deposit growth, and strengthened local community outreach initiatives.
- Operations & Compliance: Ensure audit readiness, security protocols, regulatory compliance, and smooth daily store operations.
- Customer Experience: Resolved complex customer issues effectively, maintaining TD’s customer-focused service standards.
REGIONAL CONSUMER LENDING SPECIALIST
POPULAR COMMUNITY BANK
New York, NY
02.2012 - 12.2016
- Primarily responsible for directing and managing 14 Branches overall consumer lending strategy and execution for New York Metro.
- Lead all consumer lending campaigns within region and drive sales numbers.
- Assisted stores in achieving quarterly goals through hands-on training, one-on-one coaching, and direct customer business development activities.
- Developed customized training materials for individual and branch needs. for individual and branch performances.
- Collaborated with underwriters on new pilot to develop products and provided feedback as liaison between retail and underwriting on credit appeal process, credit reviews, and pricing issues.
- Engaged in the company's rebranding effort by writing an article on consumer lending and being nominated.
BRANCH SUPERVISOR
TD BANK
New York, NY
01.2011 - 02.2012
- Collaborated with management team on daily branch operations, auditing, sales coaching, and staff development.
- Partnered with tellers for coaching and training to enhance identification and closure of sales opportunities.
- Executed store opening and closing procedures to ensure operational readiness.
LENDING TEAM LEAD SMALL BUSINESS CHAMPION Senior Customer Service Representative
TD BANK
New York, NY
05.2006 - 01.2011
- Coached employees on business product knowledge and cross-selling strategies, updating them on new business products.
- Engage in weekly regional conference calls and Monthly Business meetings for Business Champion
- Maintained a book of business through effective networking and relationship management with existing clients.
- Reviewed all business credit applications, recommending decisions for approval or denial based on thorough analysis.
- Collaborated monthly with regional lender monthly with regional Lender, a Lending product knowledge class usually consists of 8-12 employees, ranging from Tellers to Branch Managers.
- Certified Consumer Lender within TD Bank Loan knowledge, perform loan closing.
HEAD TELLER
NORTH FORK BANK
New York, NY
04.2004 - 05.2006
- Increased deposits through cross-selling, utilizing marketing materials, and delivering prompt customer service.
- Reconciled daily teller transactions for accuracy and compliance.
- Supervised teller operations at North Fork Bank branch.
- Processed deposits, withdrawals, and account payments accurately.
- Balanced teller drawers and verified daily cash totals.
Education
Associate of Applied Science - Accounting
The City College of New York
New York, NYSkills
- Customer Relationship Management
- Branch Operations & Operational Compliance
- Operational Excellence & Risk Management
- Business Performance Optimization
- Talent Development & Coaching
- People Leadership & Team Engagement
- Customer Escalation & Issue Resolution
- Strategic Problem-Solving
- Critical Thinking & Decision-Making
- Effective Communication & Relationship Building
Certification
NMLS ID 596746 | NOTARY PUBLIC
Timeline
TEAM MANAGER II SPECIALTIES
TD Bank
10.2022 - Current
BRANCH MANAGER
TD BANK
01.2017 - 10.2022
REGIONAL CONSUMER LENDING SPECIALIST
POPULAR COMMUNITY BANK
02.2012 - 12.2016
BRANCH SUPERVISOR
TD BANK
01.2011 - 02.2012
LENDING TEAM LEAD SMALL BUSINESS CHAMPION Senior Customer Service Representative
TD BANK
05.2006 - 01.2011
HEAD TELLER
NORTH FORK BANK
04.2004 - 05.2006
Associate of Applied Science - Accounting
The City College of New York