Perla Morales
Denver,CO
Summary
Seasoned Branch Manager with background in steering operations and driving growth. Leveraged leadership skills to enhance team performance, customer satisfaction, and bottom-line results in previous roles. Possess strong strategic planning and problem-solving abilities, coupled with proficiency in customer relationship management, sales strategy implementation, and staff development. Successfully boosted branch productivity by optimizing processes and cultivating high-performing teams.
Overview
15
15
years of professional experience
Work History
Branch Manager
Wells Fargo
Westminster, Colorado
07.2019 - Current
- Oversaw Wells Fargo branch operations and optimized daily customer service workflows to enhance client satisfaction.
- Guided bankers in sales conversations, service standards, and product knowledge, improving team effectiveness.
- Monitored compliance with banking policies, procedures, and risk controls.
- Managed and inspired team members to perform to full potential, driving branch profitability.
- Built strong rapport with new and existing clients to better serve financial needs and promote branch loyalty.
- Developed customer relationships through targeted outreach initiatives, fostering loyalty and retention.
- Worked cross-functionally to plan and establish branch goals, supporting strategic objectives.
- Boosted customer base, acquiring new customers and identifying needs to deliver relevant products.
Service Manager
Wells Fargo
Aurora, CO
05.2016 - 07.2019
- Managed Wells Fargo branch service operations and daily customer support
- Resolved client complaints using bank policies and service guidelines
- Conducted regular team meetings to discuss customer feedback, process improvements, and operational objectives.
- Hired and trained service department staff to drive performance.
- Upheld team productivity and quality objectives by setting and maintaining clear benchmarks for service.
- Ensured compliance with applicable laws and regulations related to services provided.
- Developed strategies for improving customer experience through enhanced product features or improved processes.
- Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.
Personal Banker
Wells Fargo
Aurora, Colorado
04.2012 - 05.2016
- Advised Wells Fargo customers on checking, savings, and credit solutions
- Analyzed customer credit data and other financial information to identify solutions that aligned with customer needs.
- Identified customer needs through conversations and account reviews, tailoring solutions to enhance customer satisfaction.
- Conducted meetings with customers to analyze financial needs and maximize sales opportunities.
- Resolved customer concerns with clear communication and professional service.
- Cultivated relationships with partners to fulfill or provide appropriate referrals for clients.
- Followed operational standards, promoting security, risk management and compliance.
Teller
Wells Fargo
Denver, Colorado
10.2011 - 04.2012
- Met or exceeded sales goals by promoting bank products and services in customer interactions.
- Explained account services and bank products using Wells Fargo guidelines.
- Resolved routine customer questions with clear, professional service.
Education
Westminster High School
Westminster, COSkills
- Branch operations
- Banking compliance
- 12 years of sales development
- 12 years of sales coaching
- 12 years of performance coaching
- 17 years customer service
- Decision-making
- Strong team-builder
- Employee development
- Spanish fluency
Timeline
Branch Manager
Wells Fargo
07.2019 - Current
Service Manager
Wells Fargo
05.2016 - 07.2019
Personal Banker
Wells Fargo
04.2012 - 05.2016
Teller
Wells Fargo
10.2011 - 04.2012
Westminster High School