NICOLE SAPP
Spring,TX
Summary
Results-driven Branch Manager with expertise in sales growth, team development, and audit readiness. Proven track record in enhancing customer experiences and driving operational efficiency within branch operations.
Overview
18
18
years of professional experience
Work History
BRANCH MANAGER, AVP
REGIONS BANK
CONROE, TX
04.2022 - 06.2026
- Managed daily branch operations, ensuring operational efficiency, accuracy, security, and compliance with bank policies, procedures, regulatory requirements, and internal audit standards.
- Executed outside sales initiatives targeting market opportunities, expanding client base.
- Coached branch associates, enhancing skills and performance.
- Ensured consistent delivery of optimal customer experiences throughout interactions.
- Resolved escalated issues for customers and associates to maintain satisfaction.
- Educated and advised customers on consumer and business products effectively.
- Engaged in community outreach initiatives, building relationships with local organizations and strengthening bank presence.
ASSISTANT BRANCH MANAGER
PNC BANK
The Woodlands, TX
10.2021 - 04.2022
- Led, coached, and developed branch employees to achieve individual and team sales, service, and operational goals.
- Supported branch manager in overseeing daily operations, sales performance, and customer service, contributing to overall branch profitability.
- Coordinated recruiting, onboarding, training, and performance management processes to build a high-performing team.
- Assessed financial needs and recommended tailored banking products and services to enhance client experiences.
- Supported retail lending activities, including identifying lending opportunities and connecting clients with appropriate credit solutions.
CLIENT EXPERIENCE OPERATIONS MANAGER
BBVA
The Woodlands, TX
10.2016 - 10.2021
- Resolved complex client concerns and escalations through research, solution identification, and timely follow-up to ensure client satisfaction.
- Monitored client satisfaction and service-quality metrics, identifying trends and developing action plans that enhanced client experience.
- Acted as key point of contact for operational issues, supporting leadership in maintaining business continuity and optimizing branch performance.
- Managed daily staffing, workflow, and operational priorities to ensure adequate coverage and efficient bench performance.
- Prepared operational reports and maintained records, communicating performance trends, risks, and improvement opportunities to leadership for informed decision-making.
- Conducted audits and regulatory examinations by ensuring documentation, controls, procedures, and operational practices were maintained accurately.
Store Manager
The Home Depot Inc
Cypress, Texas
01.2008 - 02.2012
- Directed all aspects of daily store operations, ensuring exceptional customer service, strong sales performance, operational efficiency, and profitability.
- Led weekly leadership and staff meetings to communicate goals, review performance metrics, and establish priorities, ensuring alignment and accountability across the team.
- Analyzed sales, financial, productivity, shrink, and operational reports to identify trends, opportunities, and performance gaps and implemented corrective action plans.
- Conducted regular store walks and operational reviews to identify and implement improvements in merchandising, customer service, inventory management, safety, and store standards.
- Enforced company safety policies, conducted safety reviews, and addressed hazards to maintain a safe working environment and ensure compliance among leadership and associates.
Education
Bachelor of Science - Architecture
Prairie View A&M University
Prairie View, TX12-2007
Skills
- Branch management
- Retail Banking Solutions
- Retail lending
- Sales growth
- Sales strategy
- Customer strategy
- Regulatory compliance
- Risk management
- Process Improvement
- Team development
- Performance coaching
Personal Information
Title: BANKING EXECUTIVE -BRANCH LEADERSHIP-FINANCIAL OPERATIONS
Affiliations
Gamma Sigma Sigma National Service Sorority, Member, 2006-Present
Timeline
BRANCH MANAGER, AVP
REGIONS BANK
04.2022 - 06.2026
ASSISTANT BRANCH MANAGER
PNC BANK
10.2021 - 04.2022
CLIENT EXPERIENCE OPERATIONS MANAGER
BBVA
10.2016 - 10.2021
Store Manager
The Home Depot Inc
01.2008 - 02.2012
Bachelor of Science - Architecture
Prairie View A&M University