Melissa Wenninger

• Oversaw daily branch operations, ensuring compliance, accuracy, and exceptional customer service. • Led, coached, and developed branch staff to meet performance goals and deliver consistent customer experience. • Managed branch sales performance, driving growth in consumer and business banking products. • Resolved complex customer issues and escalations, enhancing customer satisfaction and retention. • Ensured adherence to risk management, audit standards, and regulatory requirements. • Partnered with district leadership to implement strategic initiatives, driving branch productivity and alignment with company goals. • Monitored branch financials and staffing levels, ensuring operational excellence and effective resource allocation.

• Managed daily branch operations and ensured compliance with regulations.
• Supervised staff performance and provided ongoing training and support.
• Developed strategies to enhance customer service and build relationships.

• Provided exceptional customer service in resolving inquiries, complaints and conflicts efficiently and effectively.
• Followed up with existing customers to suggest additional service or product purchases.
• Made appropriate account corrections to resolve customer problems.
• Determined charges for services requested, setting up payment arrangements and taking credit card payments.
• Supported bankers in developing effective solutions for customer challenges.
• Weekly coaching conversations to help peers. Led sales results.
• Mentor new hires in the district. Follow-up with questions and training materials.
• Organized regular meetings between team members and key stakeholders in order to assess progress on initiatives related to improving customer experience.
• Operated multi-line telephone to communicate with internal and external customers.

• Coaches and provides immediate feedback to ensure all store employees provide the Torrid Experience to every customer.
• Coached store management to maximize sales through effective staff scheduling and floor coverage monitoring.
• Embodies the belief that operational tasks are another way to service the customer and this is reflected in store teams.
• Ensures that all store team members are versed in current product knowledge and all required company training.
• Ensures the store environment is appealing to customers with visual merchandising adhering to company standards.
• Educated store management teams and provided expertise on store operations, staffing, recruiting, and company policies.
• Proactively assessed district manpower needs and maintained a pool of qualified internal and external candidates focused on sales and fashion.

• Spearheaded multiple projects from concept through completion while successfully managing budgets and timelines on each project.
• Facilitated weekly staff meetings to review performance standards and pinpoint areas for improvement.
• Evaluated employees' performance regularly using established criteria.
• Resolved employee conflicts and customer issues through effective problem-solving techniques.
• Analyzed financial statements, sales reports, and performance data to assess and enhance productivity.
• Recognized potential theft situations by monitoring customers' activities within the store.