Tione Thorne
People Leader
Mechanicsville,VA
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
25
25
years of professional experience
Work History
Business Execution Associate Manager
Wells Fargo
05.2022 - Current
- Engaged and worked alongside cross-functional stakeholders to manage strategic initiatives.
- Collaborated with business leadership to set priorities based on business needs, resource capacity and risk exposure.
- Participated in pilot tests and revised programs based on feedback and results.
- Identified program obstacles and communicated possible impacts to team.
- Managed and supervised administrative and daily program operations, complying with policies and regulations.
- Developed and maintained logistics workflows, procedures and reports.
- Addressed and resolved technical, financial, and operational concerns by working with team members and directors.
- Met with project stakeholders on regular basis to assess progress and make adjustments.
- Managed multiple strategic projects with numerous sub-projects or workstreams.
- Facilitated workshops and conducted one-on-one training to educate team members.
- Established milestones and objectives based on input from functional areas and stakeholders.
- Worked with subject matter experts to develop and implement mentoring programs to promote better learner experiences.
- Researched industry best practices in support of training development and program content.
- Designed and developed programs and projects for dissemination to personnel.
- Built teams to address project goals and objectives for multiple projects.
Every Day Banking Associate Manager
Wells Fargo
11.2021 - 05.2022
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Helped with planning schedules and delegating assignments to meet coverage and service demands.
- Mentored team members to enhance professional development and accountability in workplace.
- Increased employee performance and job satisfaction to strengthen retention and engagement.
- Set and enforced performance and service standards to keep consistent, high-quality environment devoted to customer satisfaction.
- Remedied issues and conflicts among workers using negotiation and active listening.
- Made hiring recommendations to increase company's productivity and profitability with quality workers.
Senior Relationship Banker
Truist Financial
01.2017 - 09.2021
- Proactively acquire new affluent consumer and small business customers, and deepen existing relationships, through outreach and pre-planned appointments
- Assisted Risk management leader; accountable for alignment with applicable regulations, policy and procedure requirements, audit and escalation procedures
- Excellent interpersonal, communication, and leadership abilities, as well as extensive knowledge of bank operations and consumer laws
- Directly influence branch business growth for current and new prospects by deepening and developing strong financial relationships with clients by cultivating a purposeful approach to help clients achieve their financial freedom
- Received regional recognition for performance in problem-solving, decision-making and deescalating skills
- Received regional recognition for performance in sales, service and operations in 2019 and 2020
- Resolved customer complaints and disputes to maintain satisfaction and loyalty.
- Cultivated strong customer relationships by providing tailored advice and services.
- Counted, verified and handled bank deposits and armored car transactions.
- Executed wire transfers, stop payments and account transfers.
- Implemented strategies to increase customer retention, enabling investment growth.
- Trained new hires on customer service policies and procedures.
- Cross-sold credit cards, loans and other bank products.
- Continually boosted branch production and revenue by 11% by consistently meeting all monthly and quarterly sales goals.
- Engaged departments in customer satisfaction initiatives to uplift service ratings.
- Complied with regulatory guidelines and requirements.
- Created strategies to develop and expand existing customer sales, resulting in increase in annual sales.
- Generated financial and operational reports to assist management with business strategy.
- Implemented service improvements to enhance sales cycle.
- Examined customer loan applications for loan approvals and denials.
Small Business Manager
Capital One
10.2015 - 09.2016
- Represents organization as a Small Business Subject Matter Expert (SME)
- Focused on solving escalations, completing root cause analysis, looking for risks to business, and recommended improvements to process/procedures used in Small Business Lending Operation
- Communicated with customers and vendors positively with particular attention to problem resolution.
- Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
- Created, managed, and executed business plan and communicated company vision and objectives to motivate teams.
- Provided feedback on effectiveness of strategies, selling programs and initiatives and identified areas requiring improvement.
- Negotiated price and service with customers and vendors to decrease expenses and increase profit.
Relationship Banker
Capital One
12.2008 - 10.2015
- Provided coaching to peer Financial Center Operations Manager and employees to ensure consistent implementation of Bank’s Core Values
- Supported Banking Center Manager in communicating center’s goals, ensuring accountability and measuring performance in market
- Partnered with Market Operations Analysts to identify operational gaps and assist Branch Manager in mitigating and minimizing risk to the company
- Exercised advanced proficiency with routine client maintenance requests, problem resolution and advanced sales functions regarding deposit, credit, convenience and other product and service lines
- Consistently delivered outstanding customer experience and build strong customer relationships
- Key Accomplishment
- Received corporate recognition by being honored with the One Award for outstanding sales and service in 2008.
Account Supervisor/Supervisor/Trainer
Capital One
06.2003 - 12.2008
- Responsible for resolving escalated customer service issues transferred by Call Center, Operations, and Fraud Risk associates
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Provided coaching and development for new hire and existing associates
- Facilitated training presentations for new associates on products, systems, procedures and policies
- Oversee daily operations of a contact center team to ensure performance metrics are met
- Monitor performance goals and objectives for the contact center staff and complete daily and weekly reports
- Responsible for identifying and resolving issues, problems, and concerns with employees.
Education
Some College (No Degree) -
Skills
- Microsoft Office
- Customer Rapport
- Staff Management
- Sales Coaching
- Performance Tracking and Evaluations
- Negotiation and Conflict Resolution
- Team Bonding
- Verbal and Written Communication
- Team Leadership
- Training and Development
- Leadership Development
Timeline
Business Execution Associate Manager - Wells Fargo
05.2022 - Current
Every Day Banking Associate Manager - Wells Fargo
11.2021 - 05.2022
Senior Relationship Banker - Truist Financial
01.2017 - 09.2021
Small Business Manager - Capital One
10.2015 - 09.2016
Relationship Banker - Capital One
12.2008 - 10.2015
Account Supervisor/Supervisor/Trainer - Capital One
06.2003 - 12.2008
J Sargeant Reynolds Community College - Some College (No Degree),
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