Mickey Tesfay
Saint Paul,MN
Summary
Currently work as a Branch Operations Manager at Wells Fargo Bank, N.A., skilled in coaching and risk management. Proven track record in enhancing team performance and customer satisfaction through effective coaching and conflict resolution. Excel at fostering relationships and effective team dynamics while leveraging strong organizational and multi-tasking skills.
Overview
7
7
years of professional experience
Work History
Branch Operations Manager
Wells Fargo Bank, N.A.
12.2024 - Current
- Interview candidates, assess their capabilities to perform job functions, hire, and onboard selected candidates
- Schedule and document monthly meetings with each report, to create action plans to support employee success within their role, prior to conducting employee evaluations
- Interpret company quarterly objectives, and integrate expectations within reports by identifying deficiencies in execution, and delivering personalized coaching approaches to ensure success
- Initiate consultations with Human Resources to escalate accommodation requests, advise on performance issues, administer resources for employees in urgent situations, assist with ethical concerns, and support staff well-being
- Monitor the completion of monthly control tasks, time-sensitive training, and administrative tasks, including delegating responsibilities among the team to effectively manage operations prior to deadlines
- Audit employee time sheet submissions in contrast to the attendance and punctuality tracker prior to granting approval to the payroll department
- Review company procedures, news alerts, and regulations to ensure strict transactional and operational compliance with retail risk management
Associate Personal Banker
Wells Fargo Bank, N.A.
06.2024 - 12.2024
- Regularly complete outreach calls, intended for offering assistance with current or future banking needs and pre-appointment calls, intended to build rapport and pre-plan task execution
- Connect with customers to understand their financial goals and personalize options to ensure achievement
- Ask questions and identify clues to understand customer needs, offer guidance, and determine partner segmentation
- Manage lobby by greeting customers, discussing interaction quality, routing walk-ins, and approving team member transactions up to $150,000
- Assist with digital or self-service options to improve customer satisfaction and reduce traffic
- Bond with diverse customer base to build trust, security, and transparency with new consumers and maintaining current relationships
- Advocate for customers by inquiring about satisfaction, sharing resolutions, documenting and escalating complaints accordingly
- Enable tellers to utilize their resources to mitigate risk, comply with procedures, and maintain customer security
Teller
Wells Fargo Bank, N.A.
05.2021 - 06.2024
- Provided quality customer service, shared benefits of banker meetings, and informed customers of feedback platform
- Accurately maintained and balanced a personal cash drawer of $50,000
- Reviewed, verified, and approved transactions of other employees up to $100,000
- Assessed transactions to mitigate risk by using various systems to ensure fraud prevention and customer security
- Encouraged customers to utilize online and digital banking options by providing step by step instructions
- Modeled behaviors for new employees to provide consistent and holistic customer experiences
Administrative Assistant
Dougherty Family College Professional Internship Program
01.2019 - 05.2020
- Provided direct support for the Director of the Professional Internship Program
- Conducted calls, responded to emails, and managed calendar for and on the Director’s behalf
- Attended perspective partner meetings that promoted the college and the internship program
- Performed data entry projects using Salesforce
- Prioritized and completed time-sensitive tasks in fast-paced environment
Education
Bachelor Degree - Business Administration: Human Resources Management
University of St. Thomas
Skills
- Intermediacy in Microsoft Office 365
- Profiency in Salesforce, Verint (CloudCourds) and Workday
- Interpersonal skills, bridging, and bonding
- Excellent comprehension and communication
- Mediation and conflict resolution
Top 5 Clifton Strengths
- Restorative
- Developer
- Adaptability
- Relator
- Belief
Timeline
Branch Operations Manager
Wells Fargo Bank, N.A.
12.2024 - Current
Associate Personal Banker
Wells Fargo Bank, N.A.
06.2024 - 12.2024
Teller
Wells Fargo Bank, N.A.
05.2021 - 06.2024
Administrative Assistant
Dougherty Family College Professional Internship Program
01.2019 - 05.2020
Bachelor Degree - Business Administration: Human Resources Management
University of St. Thomas