Monica Wilson
Puyallup,WA
Summary
Professional with 17 years in financial services and over 13 years in management. Strong analytical skills and ability to thrive in high-pressure environments. Expertise in prioritizing and streamlining workloads to enhance efficiency. Committed to fostering partnerships and mentoring for team success.
Overview
14
14
years of professional experience
Work History
Learning and Development Facilitator
Wells Fargo Bank
El Monte, CA / Remote
05.2022 - 04.2024
- Executed training programs for 7 job roles spanning 5 departments, each featuring distinct curricula in customer service, sales, risk, and compliance.
- Conducted new hire training centered around effective on-boarding and organizational standards
- Oversaw enrollment, course completion, and employee performance of 25 participants per class while delivering continuous feedback to department managers.
- Proposed curriculum enhancements to fill gaps in information and resources for fostering a more engaging learner experience
- Upheld comprehensive procedure and policy understanding of all job roles supported to ensure delivery of precise and up-to-date information to learners
- Executed trainer observations to offer constructive feedback and share best practices with peers in equivalent positions
Branch Manager
Wells Fargo Bank
Huntington Beach, CA
12.2021 - 05.2022
- Directed re-opening of retail branch; coordinated vendor relations, staff deployment, and operational compliance
- Revitalized client base, enabling branch to exceed goal by 10% in new accounts, loans, and investments
- Attained top 5% standing in customer service within initial quarter
Branch Operations Manager / Service Manager
Wells Fargo Bank
Huntington Beach, CA / Various Locations
07.2010 - 12.2021
- Developed district-leading teams to deliver exceptional customer service and foster strong relationships
- Achieved exceptional ratings on control audits while guiding peer managers in developing and executing action plans to attain comparable outcomes
- Guided employees to success through targeted training, coaching, and mentoring, leading to an average of 1 promotion every quarter
- Supervised 10 branches within 5 regional initiatives, pinpointing areas for additional support
- Led creation and execution of district-wide training workshops for branch leaders
- Guided new Operations Managers and Branch Managers in implementing suitable control points for inspection of procedures and mentoring on quality improvement opportunities for teams
- Functioned as Subject Matter Expert on branch policy and procedures, delivering support to surrounding branches and districts
Education
Bachelor of Science - Mathematics
California State University, Fullerton
Fullerton, CASome College (No Degree) - Computer Science
University of California, Irvine
Irvine, CASkills
- Employee training and facilitation
- Performance management
- Collaboration and teamwork
- Customer service and experience
- Regulatory compliance
- Risk management
- Organizational skills
- Communication skills
- Process improvement strategies
- Time management and goal setting
- Banking operations expertise
- Microsoft Office proficiency
Volunteer Work
Pack Activity Chair and Den Leader | 12/2022 - 07/2025
Boy Scouts of America | Huntington Beach, CA
- Plan quarterly community outreach and nature excursion activities for a pack of over 60 cub scouts
- Guide a den of 10 cub scouts through the year to reach completion of their current rank
Various Roles | 01/2021 - 07/2025
Huntington West Little League | Huntington Beach, CA
- Manage team funds and organizing parental support for activities
- Represent league at local, district and regional trainings
- Guide new volunteers on completion of required training, deadlines and best practices
Classroom Support | 02/2024 - 06/2025
Village View Elementary | Huntington Beach, CA
- Assist classroom teacher with small group activities in classroom
- Aid in student management for field trips and special events
Timeline
Learning and Development Facilitator
Wells Fargo Bank
05.2022 - 04.2024
Branch Manager
Wells Fargo Bank
12.2021 - 05.2022
Branch Operations Manager / Service Manager
Wells Fargo Bank
07.2010 - 12.2021
Bachelor of Science - Mathematics
California State University, Fullerton
Some College (No Degree) - Computer Science
University of California, Irvine
Similar Profiles
PATRICIA M. SCHERERPATRICIA M. SCHERER
Regional Bank Private Banker II at Wells Fargo Bank / Wells Fargo AdvisorsRegional Bank Private Banker II at Wells Fargo Bank / Wells Fargo Advisors
Andrew S. HollenbachAndrew S. Hollenbach
Collateral Valuation Analysis at Wells Fargo Home Mortgage and Wells Fargo Bank NACollateral Valuation Analysis at Wells Fargo Home Mortgage and Wells Fargo Bank NA
Frederick TulayFrederick Tulay
Commercial Banking Portfolio Associate at Wells Fargo Bank NA (Commercial Investment Bank-CIB)Commercial Banking Portfolio Associate at Wells Fargo Bank NA (Commercial Investment Bank-CIB)
Taylor VegaTaylor Vega
Teller at Wells Fargo BankTeller at Wells Fargo Bank
Michael AustinMichael Austin
Rebar Fabricator at Nucor Rebar FabricationRebar Fabricator at Nucor Rebar Fabrication