Tiffany Groves
Sierra Vista,AZ
Summary
Branch Manager skilled in developing and grooming exceptional bank personnel. Strong focus on staff relations and teamwork. A valuable asset to any organization.
Versatile Branch Manager offers financial consulting, cash handling and employee coaching and training expertise coupled with outstanding time management and conflict resolution skills. Seasoned leader with 10+ years of experience overseeing day-to-day operations of branch. Committed to finding creative ways to motivate employees to exceed customer service and branch strategies.
History of keeping branch operations efficient and compliant. Proficient in safety, security and confidentiality procedures. Hardworking operations leader with an ethical and diligent approach.
Results-oriented Branch Manager with a solid career history in banking environments. Familiar with all relevant governing acts and statutes, as well as strategies and best practices to improve operations and enable business growth. Decisive leader, strategic planner and complex problem-solver.
Overview
19
19
years of professional experience
Work History
CSR/Administrative Office Manager
Patio Pools and Spas
Sierra Vista , AZ
01.2024 - Current
- Collected deposits or payments and arranged for billing.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Processed orders, forms, applications, and requests.
- Educated customers on special pricing opportunities and company offerings.
- Conferred with customers by telephone or in person to provide information about products or services and take orders.
- Updated databases with new and modified customer data.
- Monitored customer satisfaction levels through surveys and feedback forms.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Ensured compliance with applicable laws and regulations for provision of services.
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
- Maintained up-to-date knowledge of company products and services.
- Provided customer service support to customers over the phone and by email.
- Analyzed customer feedback data to identify areas of improvement.
- Collaborated with sales team members to stay current on inventory levels and resolve item issues.
- Adjusted bills and refunded money to resolve customers' service or billing complaints.
- Developed strong relationships with customers to ensure satisfaction and loyalty.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Directed accounts payable and receivable, ensuring timely processing and accurate record-keeping.
- Organized and maintained documents, files and records.
- Processed invoices for payment in a timely manner.
Branch Operations Manager/Branch Manager
Wells Fargo
Sierra Vista, AZ
01.2016 - 01.2024
- Mitigated regulatory risks by ensuring all areas maintain compliance with company, state and federal protocols.
- Managed branch files per recordkeeping and compliance requirements.
- Coached staff on policies, procedures and performance strategies.
- Built strong rapport with new and existing clients to better serve financial needs and promote branch loyalty.
- Increased efficiency and drove branch revenue by optimizing daily operations.
- Complied with company policies and government regulations to prevent and detect rule violations and protect organization from fines and lawsuits.
- Assigned duties to employees and examined work for accuracy, neatness and timeliness.
- Managed and inspired team members to perform to full potential, driving branch profitability.
- Planned work schedules to maintain adequate staffing levels.
- Developed strategies to optimize branch operations.
- Ensured compliance with banking regulations and policies.
- Resolved customer complaints in a timely manner.
- Maintained accurate records of financial transactions.
- Conducted periodic reviews of existing processes to identify potential opportunities for cost savings or efficiency improvements.
- Trained assistant managers on all banking and customer service policies.
- Strengthened operational efficiencies and traceability by developing organizational filing systems for billing, receiving and delivery records and reports.
- Streamlined operational efficiencies by partnering with sales team to reevaluate and ensure peak product placement.
- Generated daily reports to comply with Bank Secrecy Acts.
- Prepared and managed cash shipments between banks.
- Elevated customer and vendor satisfaction ratings by resolving worksite damage and product issues for speedy resolutions.
- Boosted customer base, acquiring new customers and identifying needs to deliver relevant products.
- Worked cross-functionally to plan and establish branch goals, supporting strategic objectives.
Personal Banker
Wells Fargo
Sierra Vista, AZ
05.2014 - 01.2016
- Expanded customer relationships by maintaining regular follow-up processes and rapport.
- Built strong rapport with new and existing clients to better serve financial needs and promote branch loyalty.
- Partnered with loan and mortgage officers and financial advisors to provide clients with optimal financial solutions.
- Helped customers open and close accounts, apply for loans and make sound financial decisions.
- Exercised judgment when dispensing information to maintain confidentiality of sensitive information.
- Created strategic financial solutions to suit individualized client needs.
- Used product knowledge and abilities to execute consumer loans and other services.
- Educated customers on variety of retail products and digital solutions, enhancing customer experience.
- Maintained position of trust and responsibility by keeping customer business confidential.
- Recognized transaction needs and educated clients on service and digital channels to assist with self-service.
Teller/Lead Teller
Wells Fargo
Sierra Vista, AZ
07.2012 - 05.2014
- Handled cash transactions, balanced cash drawers, performed loan payments and issued cashier's checks.
- Performed basic administrative tasks regarding banking products by handling phone calls, inquiries and emails.
- Kept teller window areas clean, organized and fully stocked.
- Balanced bank's vault of daily cash for withdrawals and deposits.
- Performed currency transaction reports for foreign currency.
- Adhered to strict guidelines regarding financial and customer data to avoid breaches and information misuse.
- Increased knowledge of banking products and services by actively participating in available training classes and workshops offered to employees.
- Welcomed customers and offered pleasant service during entire transaction.
- Took on additional shifts during busy periods to minimize staffing shortages.
- Served large number of customers during high volume shifts and remained composed and professional in stressful situations.
- Reduced errors by double checking transactions.
- Maintained confidentiality of bank records and client information, directed specific questions to appropriate branch personnel and exceeded customer service satisfaction ratings.
- Greeted and assisted customers with professional, knowledgeable support for diverse banking needs.
- Assisted tellers with daily activities such as check approval, adding checks, locating errors and resolving member related questions.
Store Manager
Checkmate
Gilbert, AZ
05.2006 - 07.2010
- Delivered excellent customer service and adhered to standard practices to maximize sales and minimize shrinkage.
- Processed daily paperwork, balanced register drawers, produced staffing schedules and prepared deposits.
- Balanced sales, reconciled cash and made bank deposits to facilitate opening and closing duties.
- Generated repeat business by responding to customer concerns with friendly and knowledgeable service.
- Strengthened work flow productivity by hiring, managing and developing top talent.
- Completed thorough opening, closing and shift change functions to maintain operational standards each day.
- Exceeded team goals and resolved issues by sharing and implementing customer service initiatives.
- Answered product questions with up-to-date knowledge of sales and promotions.
- Monitored employee performance and identified performance gaps for corrective action.
- Established store tactics and strategies to achieve operational performance and sales goals.
- Enhanced customer satisfaction and store operations through relationship building and daily problem-solving.
- Trained and mentored associates to teach daily tasks and procedures.
- Prepared weekly schedules to verify proper floor coverage within fiscal guidelines.
Education
High School Diploma -
Centennial High School
Peoria, AZ05.2003
Some College (No Degree) - Accounting and Business Management
Arizona State University
Tempe, AZSkills
- Strategic planning
- Opening and closing processes
- Compliance reporting
- Safety protocol
- Cash shipment management
- Employee development
- Federal regulations
- Staff supervision
- Expert in risk management
- Excels in team leadership
- Strong interpersonal skills
- Multi-tasking ability
- People-oriented
- Reliable
- Excellent work ethic
- Employee training
- Dependable
- Excellent communication skills
- Energetic
- Regulatory compliance
- Excellent time management skills
- Audit Support
- Talent Development
- Quality Assurance
- Schedule Coordination
- Issue Resolution
- Staff Management
- Schedule Management
- Excellent Time Management Skills
- Employee Scheduling
- Cash Handling
- Purchasing and Procurement
- Administrative Support
- Turnover Minimization
- Training and Coaching
- Work Prioritization
- Policy Enforcement
- Customer-Focused
- Skilled Multi-Tasker
- Customer Relations
Timeline
CSR/Administrative Office Manager
Patio Pools and Spas
01.2024 - Current
Branch Operations Manager/Branch Manager
Wells Fargo
01.2016 - 01.2024
Personal Banker
Wells Fargo
05.2014 - 01.2016
Teller/Lead Teller
Wells Fargo
07.2012 - 05.2014
Store Manager
Checkmate
05.2006 - 07.2010
High School Diploma -
Centennial High School
Some College (No Degree) - Accounting and Business Management
Arizona State University
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