MANISHA CHAPLIN
Waukee,IA
Summary
Branch Operations Lead with experience improving audit compliance and optimizing branch scheduling to align staffing with transaction volume. Drives staff development and customer experience through coaching and process checklists that reduced audit exceptions. Seeks to apply operational oversight and team leadership to enhance branch performance and client satisfaction.
Overview
9
9
years of post-secondary education
14
14
years of professional experience
Work History
BRANCH OPERATIONS LEAD
JP Morgan Chase
Des Moines
06.2024 - Current
- Ensured operations ran smoothly by overseeing audits, adherence to policies and procedures, and branch scheduling.
- Coordinated lobby scheduling across shifts to align staff availability with peak transaction volumes.
- Reduced branch audit exceptions by implementing a daily checklist and reconciling discrepancies.
- Coached and developed associate bankers on teller line in transaction processing, service maintenance, and account openings.
- Delivered exceptional customer service by actively engaging with customers and addressing their needs.
BANKER
Citizens Bank
Nashua, NH
10.2023 - 06.2024
- Opened accounts, contributed to new money and new business and consumer checking acquisition.
- Contributed to financial advisor team efforts to enhance client wealth.
- Conducted outbound lead calls to generate business and schedule appointments.
SERVICE BANKER/UNIVERSAL BANKER/SENIOR SERVICE BANKER/RELATIONSHIP BANKER
Bank of the West/BMO
Des Moines, IA
06.2018 - 10.2023
- Recommended products and services to clients, achieving referral goals Q2-Q4 2019.
- Executed transactions for clients, ensuring accuracy and customer satisfaction.
- Facilitated account openings for clients, ensuring compliance with company procedures.
- Initiated calls to clients to generate leads and boost production levels.
- Received Circle of Excellence Award for outstanding performance and dedication in 2021.
- Recognized as Growth Maker for achieving significant sales growth in Q3 2020 and Q2 2021.
BARISTA
Starbucks
Wauke, IA
04.2018 - 06.2018
- Managed drive-thru operations by taking orders via headset and providing friendly service at the window.
- Facilitated customer drink orders to enhance service.
- Supported drink preparation to ensure timely service.
CASHIER, CUSTOMER SERVICE, STOCKING, AND BARISTA
HyVee
West Des Moines, IA
01.2016 - 04.2018
- Assisted customers with online orders and shopping needs.
- Checked out customers' groceries efficiently.
- Bagged groceries efficiently for customers during peak hours.
- Obtained certification as a Barista at Starbucks. at Starbucks, maintained orderliness, and made drinks for customers.
CASHIER/CUSTOMER SERVICE
Chick-fil-A
West Des Moines, IA
07.2012 - 11.2015
- Facilitated customer orders by efficiently preparing drinks for drive-thru.
- Took orders and delivered food to customers, ensuring accurate and timely service.
- Cleaned and maintained lobby and bathrooms, contributing to a welcoming environment.
Education
ASSOCIATE OF LIBERAL ARTS -
Des Moines Area Community College
Des Moines, IAHigh School Diploma -
Des Moines Christian High School
Urbandale, IA 08.2008 - 05.2017
Skills
- Customer Service, Leadership Development, Willing to learn, Quick Learner, Accountability, Conflict Resolution, Team Collaboration, Adaptability, Time Management
- Customer service
- Branch operations
- Account opening
- Operational efficiency
Personal Information
- Title: Branch Operations Lead
- Nationality: American
ADDITIONAL INFORMATION
- Title: Branch Operations Lead
- Nationality: American
Timeline
BRANCH OPERATIONS LEAD
JP Morgan Chase
06.2024 - Current
BANKER
Citizens Bank
10.2023 - 06.2024
SERVICE BANKER/UNIVERSAL BANKER/SENIOR SERVICE BANKER/RELATIONSHIP BANKER
Bank of the West/BMO
06.2018 - 10.2023
BARISTA
Starbucks
04.2018 - 06.2018
CASHIER, CUSTOMER SERVICE, STOCKING, AND BARISTA
HyVee
01.2016 - 04.2018
CASHIER/CUSTOMER SERVICE
Chick-fil-A
07.2012 - 11.2015
High School Diploma -
Des Moines Christian High School
08.2008 - 05.2017
ASSOCIATE OF LIBERAL ARTS -
Des Moines Area Community College