Summary
Overview
Work History
Education
Skills
Timeline
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Shenelle Johnson

Maryland Heights

Summary

Operations professional with robust background in managing branch operations. Known for driving process improvements and ensuring operational excellence. Focused on fostering team collaboration and achieving high results, adapting seamlessly to changing needs. Skilled in resource management and strategic planning


Knowledgeable branch operations with solid background in financial transactions and customer service. Successfully managed daily operations and resolved client inquiries, contributing to efficiency of branch activities. Demonstrated proficiency in cash handling, researching teller/customer transaction errors, and adherence to regulatory policies.


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Overview

18
18
years of professional experience
5
5
years of post-secondary education

Work History

Branch Operations Lead

JPMorgan Chase
10.2019 - Current
  • Works with the Branch Manager to set the tone of the branch environment to provide an exceptional customer experience and a dynamic and engaging culture
  • Engages clients as they enter the branch by welcoming them and making customers feel appreciated, performing transactions, managing lobby traffic, checking clients into the waiting queue and scheduling/canceling client meetings
  • Performs branch operations which may include managing cash devices such as the cash vault, ATM, or others while adhering to all bank policies and procedures
  • Introduces customers to the branch team who will build relationships and assist with specialized financial needs
  • Makes customers’ lives easier by sharing and setting up self-service options to access their accounts 24 hours a day/ 7 days a week
  • Supports the Branch Manager with all aspects of branch operations, including loss control, compliance, and audit standards
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.

Assistant Branch Manager

US Bank National Association
08.2006 - 10.2019
  • Supported the Branch Manager with daily tasks, ensuring smooth branch functioning and effective communication amongst team members.
  • Trained and developed new team members in alignment with branch service standards and objectives.
  • Monitored daily branch activities, quickly identifying areas requiring improvement or corrective action to maintain operational excellence.
  • Worked with customers in person and via telephone to answer questions, process transactions, and resolve issues.
  • Ensured accuracy of client information, verifying data collected during the application process and updating records as needed.
  • Assisted loan officers with origination and closing processes to fastrack procedures and promote teamwork.
  • Improved loan processing efficiency by streamlining documentation and communication procedures. Loans included personal, business, mortgage, and investment products.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.

Education

High School Diploma -

Cleveland NJROTC
St Louis, MO
09.1998 - 05.2002

Associate of Arts - Business Administration

Saint Louis Community College
St. Louis, MO
08.2022 - 05.2024

Skills

  • Motivational attitude
  • Operations manager
  • Customer relationship management
  • Performance monitoring
  • Customer service
  • Work ethic and integrity
  • Patience and empathy
  • Cash handling
  • Leadership and people development
  • Goal oriented
  • Adapts to change quickly
  • Navigate multiple computer systems

Timeline

Associate of Arts - Business Administration

Saint Louis Community College
08.2022 - 05.2024

Branch Operations Lead

JPMorgan Chase
10.2019 - Current

Assistant Branch Manager

US Bank National Association
08.2006 - 10.2019

High School Diploma -

Cleveland NJROTC
09.1998 - 05.2002

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Shenelle Johnson