Michelle Shibata
Fort Worth
Summary
Professional in branch management with strong expertise in operations and team leadership. Skilled in customer service, financial oversight, and staff development. Adept at fostering collaboration and driving results. Reliable, adaptable, and focused on meeting organizational goals.
Overview
11
11
years of professional experience
Work History
Assistant Branch Manager
Texas Regional Bank
Fort Worth, TX
04.2023 - Current
- Led daily branch operations, ensuring compliance with banking regulations and organizational policies.
- Trained and mentored new staff on customer service standards and operational procedures.
- Developed and implemented strategies to enhance customer engagement and satisfaction levels.
- Analyzed branch performance metrics to identify areas for improvement and drive efficiency.
- Oversaw cash management processes, including deposits, withdrawals, and balancing cash drawers.
- Facilitated regular team meetings to communicate goals, challenges, and best practices among staff.
- Supported the Branch Manager with daily tasks, ensuring smooth branch functioning and effective communication amongst team members.
- Oversaw successful completion of internal audits with minimal findings, demonstrating strong adherence to bank policies and regulations.
Branch Banker I
PNC Bank
Colleyville, TX
01.2022 - 02.2023
- Acquires and deepens the branch customer base through a variety of proactive sales and service activities. Manages the customer experience by identifying opportunities to improve the customer's financial wellbeing. Collaborates with ecosystem partners to grow customer's share of wallet. Positions PNC solutions to drive new revenue and customer loyalty.
- Drives proactive sales conversations through internal and outbound interactions with a defined sales process including outbound calling, service to sales, teller interactions, appointment setting and effective lobby engagement, ultimately elevating client loyalty. Delivers a full PNC conversation with every client interaction to identify appropriate PNC solutions. Leverages ecosystem partnerships as well as community Centers of Influence to acquire, expand and retain relationships.
- Creates customer loyalty and grows customer share of wallet through a differentiated customer experience. Performs lobby engagement activities to connect with customers and position PNC products to meet their needs. Educates customers on options for managing financial transactions by leveraging technology, tools and resources.
- Applies product and procedural knowledge to identify, mitigate and solve customer problems effectively to drive customer loyalty.
- Manages risk through adherence to all policies and procedures, demonstrating sound judgment within established limits. Demonstrates a heightened scrutiny to identify and avoid loss. Participates in branch daily operations, ensuring they are completed in an efficient and accurate manner.
Bank teller/Senior Relationship Banker
Simmons Bank
Arlington, TX
01.2015 - 01.2021
- Process standard teller transactions for customers including servicing client accounts, accepting loan payments, managing safe deposit box payments, cashing checks, balancing cash drawers, handling night deposits, correcting discrepancies.
- Balance Teller Cash Recyclers
- Assisted the ABM with audits and daily balancing of the vault.
- Assumed the leadership role in the absence of the supervisor and maintained bank’s normal operations and procedures.
- Process customer transactions with extreme attention to detail.
- Built rapport with customers, displaying friendly, attentive service in all transactions.
- Assists customers with enrolling in online banking and e-statements
- Have Needs Base Conversations with customers to provide the best financial advice Simmons Bank has to offer.
- Currently Senior Relationship Banker position. In charge of all operations task, keeping ROB updated and training new hires.
Education
Esthetician License - undefined
Paul Mitchell Cosmetology and Career Center
Carrollton, TX10.2006
Paralegal Courses
Central Texas College
Killeen, TX12.1992
Skills
- Operations management
- Business development
- Team development
- Banking
- Audit preparation
- Relationship building and management
Timeline
Assistant Branch Manager
Texas Regional Bank
04.2023 - Current
Branch Banker I
PNC Bank
01.2022 - 02.2023
Bank teller/Senior Relationship Banker
Simmons Bank
01.2015 - 01.2021
Esthetician License - undefined
Paul Mitchell Cosmetology and Career Center
Paralegal Courses
Central Texas College