Lachelle R. Day
Lubbock
Summary
Professional with strong background in branch management. Skilled in enhancing operational efficiency, driving growth, and fostering team collaboration. Known for adaptability to changing needs and effective problem-solving. Expertise in strategic planning, customer service, and financial oversight. Reliable leader focused on achieving results and empowering teams.
Overview
21
21
years of professional experience
Work History
Branch Manager
Wells Fargo Bank, N.A.
Lubbock, TX
07.2011 - Current
- Consistently coaching employees on complete customer experience, focusing on helping customers succeed financially, by engaging more and helping more
- Maintained friendly and professional customer interactions, leading branch by example
- Gathered and reviewed NPS customer feedback to improve operations, and overall branch experience
- Successfully identify promotion opportunities within staff through observations and coaching; helping several staff members promote from Teller and Lead Teller positions to Service Manager, Personal Banker, and Assistant Store Manager, as well as Assistant Branch Manager to Branch Manager
- Responsible for managing multiple branch locations
- Credit Education Team for Lubbock District, leading credit for 13 branches
- Extensive Employee Relations experience – managing time away issues, including attendance and punctuality, leave of absence, policy and procedure violations, and conduct issues
- Met deadlines by proactively managing individual and team tasks and streamlining processes
- Protected company assets with strategic risk management approaches
Assistant Branch Manager
Wells Fargo Bank, N.A.
05.2010 - 07.2011
- Administer coaching and compliance inspection to all Branch employees
- Organizing sales blitzes and balancing both Sales and Management in a position that requires both
- Handle with poise very challenging personal interactions among bankers to maintain positive and productive work
- Able to assume high level responsibility during the month of 2/2011 taking responsibility for the entire branch work environment, meeting both individual and branch goals
Service Manager II
Wells Fargo Bank, N.A.
01.2010 - 05.2010
- Able to meet production demands and heavy workloads while maintaining excellence in production and SOCR compliance
- Responsible for frequent coaching and exceeding retention and employee bonus averages across peer team managers (90% success rate)
Business Specialist
Wells Fargo Bank, N.A.
01.2009 - 12.2009
- Used highest level of rapport building and banking knowledge to secure new business deposit accounts, merchant services and loans
- Capitalize on multi-faceted sales skills learned throughout banking career to maintain and build upon existing contacts
- Conducted research to identify customer needs
Personal Banker
Wells Fargo Bank, N.A.
04.2007 - 01.2009
- Consistently exceeds sales metrics in all areas; displays consistent ability to build initial rapport with new clients to generate ongoing solutions
- Applies all aspects of previous phone banking position in the face-to-face setting; maintains diversity in exceeding production and business relationships through both phone and in-person contacts
- Sales and Service banker of the year - 2008
Sales Development Banker
Wells Fargo Bank, N.A.
03.2005 - 04.2007
- Manage multiple high-profile clients and a multi-million dollar loan pipeline to ensure consistent funding of profit objectives
- Develop tactics to increase assets and profitability across a wide range of customers and account combinations
- Banker coach chosen to lead and train new hires utilizing the tenets of the Siebel coaching model and effective needs based profiling
- Counsel high net-worth individuals and corporate clients with regard to asset leverage, debt management, and projected monetary returns for the purposes of growing the banking relationship
Education
Bachelor of Science - Business Management
University of Phoenix
Tempe, AZSkills
- Strategic Planning
- Proactive and Focused
- Active Listening
- Problem Anticipation and Resolution
- Management of Financial Resources
- Customer Service
- Adaptable to Changing Conditions
- Prioritizing and Planning
- Coaching and Mentoring
- Process Improvement
- Performance Review
- Branch Operations Management
Accomplishments
- Improved employee satisfaction and reduced turnover
- Responsible for managing multiple branch locations
Timeline
Branch Manager
Wells Fargo Bank, N.A.
07.2011 - Current
Assistant Branch Manager
Wells Fargo Bank, N.A.
05.2010 - 07.2011
Service Manager II
Wells Fargo Bank, N.A.
01.2010 - 05.2010
Business Specialist
Wells Fargo Bank, N.A.
01.2009 - 12.2009
Personal Banker
Wells Fargo Bank, N.A.
04.2007 - 01.2009
Sales Development Banker
Wells Fargo Bank, N.A.
03.2005 - 04.2007
Bachelor of Science - Business Management
University of Phoenix