Stephanie Romero
Los Angeles,CA
Summary
Branch Operations Manager skilled in customer relationship management, operational efficiency, and team leadership. Known for enhancing operational efficiency and coaching teams to achieve targets, driving improved customer engagement and satisfaction.
Overview
8
8
years of professional experience
Work History
Branch Operations Manager
Wells Fargo
Larchmont Village
06.2025 - Current
- Conducted performance evaluations and provided constructive feedback to team members.
- Planned work schedules to maintain adequate staffing levels.
- Assisted clients with account inquiries and service requests.
- Implemented engagement strategies to motivate teams during coaching sessions consistently.
- Provided excellent service and attention to customers when face-to-face or through phone conversations.
Branch Operations Manager
Wells Fargo
Western & Wilshire
08.2024 - 06.2025
- Monitored branch performance metrics to identify areas for improvement.
- Led team meetings to discuss goals, challenges, and best practices.
- Developed and implemented process enhancements for operational efficiency.
- Resolved customer inquiries and escalated issues as needed.
- Resolved customer complaints in a timely manner.
- Provided guidance on best practices for handling difficult customers or situations.
- Managed inventory levels of cash, supplies, and other resources.
- Organized daily workflow to maximize efficiency and productivity.
- Monitored staff performance and provided feedback.
- Coached staff on policies, procedures and performance strategies.
- Assigned duties to employees and examined work for accuracy, neatness and timeliness.
Personal Banker
Wells Fargo
Wilshire & Lucas
04.2023 - 08.2024
- Assisted customers with account openings and inquiries at Wells Fargo branches.
- Educated clients on financial products and services offered by Wells Fargo.
- Managed customer accounts, updating information and resolving issues promptly.
- Conducted financial needs assessments to recommend appropriate solutions.
- Educated customers on variety of retail products and digital solutions, enhancing customer experience.
- Built strong rapport with new and existing clients to better serve financial needs and promote branch loyalty.
- Collaborated with team members to meet branch targets and objectives.
Lead Teller
Wells Fargo
Adams & Broadway
04.2018 - 04.2023
- Supervised daily operations of teller line and ensured compliance with policies.
- Trained and mentored new tellers on procedures and customer service standards.
- Managed cash handling processes and balanced cash drawers at the end of shifts.
- Assisted customers with account inquiries and transactions in a timely manner.
- Collaborated with management to address customer concerns and improve service quality.
- Identified potential fraud risks or suspicious activities within the branch's financial accounts.
- Handled daily team scheduling and properly staffed shifts.
Education
Cal State University Northridge
Northridge, CASkills
- Performance evaluation
- Customer relationship management
- Operational efficiency
- Cash management
- Process improvement
- Team leadership
- Time management
- Client engagement
- Problem solving
- Critical thinking
- Employee development
Languages
Spanish
Professional
Timeline
Branch Operations Manager
Wells Fargo
06.2025 - Current
Branch Operations Manager
Wells Fargo
08.2024 - 06.2025
Personal Banker
Wells Fargo
04.2023 - 08.2024
Lead Teller
Wells Fargo
04.2018 - 04.2023
Cal State University Northridge