LaDazsa Freeman
Covington,GA
Summary
Accomplished Branch Operations Manager at Wells Fargo Bank, N.A., with a proven track record in enhancing productivity and customer satisfaction. Excelled in staff supervision and team leadership, achieving higher employee retention rates. Skilled in complex problem-solving and verbal communication, significantly improved operational efficiency and client trust through strategic staffing and personalized solutions.
Overview
12
12
years of professional experience
Work History
Branch Operations Manager
Wells Fargo Bank, N.A.
11.2021 - Current
- Manage daily branch operations for optimal productivity and customer satisfaction.
- Supervise a team of 10 employees, fostering a positive work environment and emphasizing professional growth.
- Participate in comprehensive interviews, assessing candidate skills and cultural fit for successful placements.
- Conduct pre-employment screenings, background checks, and documentation requirements to expedite hiring timelines and reduce potential delays in bringing talent onboard.
- Put together employee files and collected required digital or physical information to meet requirements.
- Train employees on proper procedures and strategies to improve productivity.
- Work closely with new hires, answering questions and addressing various concerns during onboarding process.
- Resolve staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Improve staffing model formulating strategies during busy periods and operational gaps.
- Achieve higher employee retention rates by fostering a positive work environment and providing opportunities for professional growth.
Personal Banking Associate
Wells Fargo Bank, N.A.
02.2016 - 11.2021
- 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.
- Maintained compliance with bank policies and regulations while executing various financial transactions for customers.
- Improved customer satisfaction by providing personalized banking solutions and exceptional service.
- Managed time efficiently in order to complete all tasks within deadlines.
- Resolved customer complaints using de-escalation communication while offering products and services for customer satisfaction.
Lead Bank Teller
Wells Fargo Bank, N.A.
01.2013 - 02.2016
- Trained junior tellers in best practices for client interactions, upholding excellent standards of service quality across the team.
- Oversaw teller staff scheduling to maintain appropriate coverage during business hours.
- Maintained cash drawer accuracy, effectively balancing daily deposits and withdrawals.
- Streamlined teller operations for improved efficiency and reduced wait times.
- Mentored new hires, facilitating their onboarding process and fostering a positive team environment.
Education
Bachelor of Science - Human Resources Management
Columbia Southern University
Orange Beach, AL03-2024
Skills
- Staff supervision
- Team leadership
- Time management
- Verbal and written communication
- Complex Problem-solving
- Staff training and development
- Employment Law Familiarity
- Customer service
- Employee onboarding
- Coaching and mentoring
- Recruiting and interviewing
- Problem resolution
Accomplishments
- Collaborated with team of 5 in the development of Teller Cash Recycler Project.
- Achieved Top Customer Service Q2 and Q3 employee performance.
Timeline
Branch Operations Manager
Wells Fargo Bank, N.A.
11.2021 - Current
Personal Banking Associate
Wells Fargo Bank, N.A.
02.2016 - 11.2021
Lead Bank Teller
Wells Fargo Bank, N.A.
01.2013 - 02.2016
Bachelor of Science - Human Resources Management
Columbia Southern University
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