Samantha Duran
Watkinsville,GA
Summary
Professional and experienced operations leader with strong focus on optimizing branch performance and enhancing customer satisfaction. Skilled in process improvement, team collaboration, and adapting to changing business needs. Known for reliability, fostering cohesive team environment, and driving tangible results. Proficient in managing operational workflows, ensuring compliance, and leveraging problem solving abilities to meet organizational goals.
Overview
20
20
years of professional experience
1
1
Certification
Work History
Branch Operations Manager
Wells Fargo
Athens, GA
03.2024 - Current
- Directed daily operations of the branch to optimize workflow and maintain high levels of customer satisfaction.
- Managed a team of 9-13 employees, enhancing workplace morale and facilitating opportunities for professional growth.
- Delivered comprehensive training sessions to equip employees with proper procedures and strategies aimed at boosting productivity.
- Reviewed and verified compliance protocols on a monthly basis to uphold organizational standards and practices.
- Facilitated collaboration with senior management to design actionable plans for future branch growth and expansion.
- Developed and implemented scheduling strategies to ensure optimal staffing levels during high-traffic times.
- Directed inventory management processes to ensure precise record-keeping and timely reordering.
- Facilitated customer communication by providing detailed information on products and services to enhance satisfaction.
- Managed customer support operations, ensuring timely and accurate assistance for both internal and external clients.
- Implemented forward-thinking strategies to effectively resolve customer concerns and improve overall satisfaction.
- Processed and verified account updates, ensuring integrity and accuracy of customer data.
- Facilitated prompt resolution of customer calls, maintaining low wait times and fostering positive client interactions.
- Engaged in team meetings and training sessions to ensure awareness of product updates and changes.
- Investigated customer complaints and determined root causes to facilitate prompt and effective solutions.
- Conducted follow-up communications with customers regarding issue resolution to uphold exceptional service standards.
- Reviewed and assimilated information on product and service updates to provide accurate guidance and recommendations.
- Established and maintained meaningful client relationships, contributing to increased loyalty and sustained business growth.
- Supervised daily activities of the branch, guaranteeing alignment with company policies and regulatory requirements.
- Analyzed existing workflows and instituted improvements to streamline operations and enhance customer service quality.
- Implemented training strategies and management practices to strengthen teamwork and accountability within the branch operations.
- Conducted analysis of performance metrics to inform decision-making and enhance operational efficiency.
- Performed comprehensive evaluations of branch operations, identifying improvement opportunities and implementing corrective measures.
- Facilitated a collaborative atmosphere among team members while promoting continuous professional growth opportunities.
Associate Personal Banker
Wells Fargo
Athens, GA
04.2022 - 03.2024
- Delivered exceptional customer service by addressing inquiries and resolving issues promptly.
- Analyzed customer financial needs to recommend appropriate banking products and services.
- Educated clients on digital banking tools to enhance user experience and accessibility.
- Managed client accounts, ensuring accuracy in transactions and documentation.
- Utilized strong interpersonal communication skills during client interactions, resulting in increased trust and fostering long-lasting relationships.
- Assisted customers with setting up or closing accounts, completing loan applications, and signing up for new services.
- Maintained compliance with bank policies and regulations while executing various financial transactions for customers.
- Generated new business by conducting thorough financial needs assessments and offering tailored products to clients.
- Improved customer satisfaction by providing personalized banking solutions and exceptional service.
- Managed deposits, withdrawals and wire transfers to process smooth banking transactions for clients.
Teller
Robins Financial Credit Union
Watkinsville, GA
11.2020 - 04.2022
- Answered customer inquiries regarding account balances, transaction history, services charges, and interest rates.
- Identified sales opportunities and referred customers to branch partners in financial services which resulted in me being rewarded with the most referrals leading to a closed deal award in the company for the year of 2021.
- Completed highly accurate, high-volume money counts via both manual and machine-driven approaches.
- Educated customers on use of banking website and mobile apps.
- Learned about customer's financial needs, established trust, and optimized sales opportunities resulting in quality customer service.
- Processed customer transactions promptly, minimizing wait times.
- Facilitated procurement of customer checks and ensured verification of starting numbers to maintain operational integrity.
- Provided customer records, account statements and copies of checks.
- Built and strengthened customer relationships by leveraging excellent interpersonal and communication skills.
- Monitored cash levels and turned in surplus funds to maintain secure and accurate drawer operations.
- Identified customer needs and recommended appropriate bank products, fostering long-term client relationships.
- Assisted customers with compromised debit cards and issued new credentials.
- Balanced cash drawer daily and resolved discrepancies to provide accurate data regarding cash flow.
Teller
Wells Fargo Bank, N.A.
ATHENS, GA
06.2017 - 10.2019
- Provided excellent customer service while building a relationship and rapport with each customer to help evaluate their financial needs
- Provided information and benefits on products/services for the customer
- Maintain strict confidential standards while accessing account information and bank documents
- Adhere to bank policies and procedures to protect the customer and integrity of the bank
- Maintained proper security on all confidential, internal, restricted documents and passwords
- Checked negotiability of items when processing deposits, withdrawals, payments, and cashing checks.
- Protected the customers and bank from fraudulent activity by identifying red flags, asking questions, and following through with risk evaluations
- Assisted with preparing tellers for the Branch Control Review by staying up to date on changes with the playbooks and questioned tellers weekly around operational knowledge check
- Maintain balancing, batching, and drawer limits on personal cash line at all times.
Lead Bookkeeper
Kroger
Athens, GA
07.2016 - 03.2017
- Maintained and processed invoices, deposits, and money logs.
- Worked with senior accounting staff to prepare financial documents and reports such as bills and invoices, year-end analysis, budgets, financial records, and financial statements.
- Provided comprehensive accounting support to company by managing functions like payroll, accounts payable, accounts receivable and business expense processing.
- Reported financial data and updated financial records in ledgers and journals.
- Matched purchase orders with invoices and recorded necessary information.
- Sorted financial documents, coded accounting entries for data processing and posted daily receipts and payments.
- Reduced financial discrepancies through transaction monitoring and management.
- Tracked expenses and income for businesses while organizing and maintaining bank statements for checking accounts.
- Completed payroll for employees and maintained detailed records of procedures.
- Posted daily receipts and payments in accordance with corporate protocols.
- Reconciled and corrected issues with financial records.
- Safeguarded company assets by adhering to strict internal controls and conducting regular inventory audits.
- Assisted in the development of long-term strategic plans based on in-depth financial analysis and projections.
Support Manager
Walmart
Monroe, GA
08.2006 - 07.2016
- Monitored and ensured all store associates were up to date training modules
- Worked to resolve any customer care complaints quickly and efficiently
- Handled scheduling and worked to resolve last minute scheduling conflicts
- Prepared yearly reviews for eligible associates and provided constructive feedback
- Helped to onboard new associates
- Assisted in all departments when short staffed
- When needed would delegate task to associates to ensure timeline of daily goals were met
- Monitored employee and customer interactions to assess quality of service.
- Coached employees through day-to-day work and complex problems.
- Monitored customer service metrics and provided feedback to team members, upholding quality standards.
- Defined clear targets and objectives and communicated to other team members.
- Held one-on-one meetings with sales team members to identify selling hurdles and offered insight into best remedy.
- Coached and promoted high-achieving sales and account management employees to fill leadership positions with qualified staff and boost company growth.
Education
Associate Degree - Criminal Justice
Athens Technical College
Athens, GA05-2012
Skills
- Organizational strategy development
- Team supervision
- Compliance reporting
- Employee development
- Compliance reviews
- Federal regulations
- Cash shipment management
- Branch operations management
- Decision-making
- Cash handling
- Relationship management
- Goal setting and evaluation
Additional Information
NMLS-Registered/Active
Notary Public- Registered/Active
Certification
- CNP - Certified Notary Public
- NMLS Registered
Languages
English
Timeline
Branch Operations Manager
Wells Fargo
03.2024 - Current
Associate Personal Banker
Wells Fargo
04.2022 - 03.2024
Teller
Robins Financial Credit Union
11.2020 - 04.2022
Teller
Wells Fargo Bank, N.A.
06.2017 - 10.2019
Lead Bookkeeper
Kroger
07.2016 - 03.2017
Support Manager
Walmart
08.2006 - 07.2016
Associate Degree - Criminal Justice
Athens Technical College