Wenona Battle
Clinton,Maryland
Summary
Accomplished Bank Supervisor and Teller Operations Manager with a proven track record at TD Bank and M&T Bank, enhancing operational efficiency and customer loyalty through expert risk management and exemplary customer service. Skilled in auditing procedures and fostering teamwork, I have significantly contributed to branch success by implementing strategic cross-selling techniques and maintaining high standards of compliance and security.
Overview
33
33
years of professional experience
1
1
Certification
Work History
Bank Supervisor
TD Bank
07.2022 - Current
- Managed risk effectively by monitoring teller activities, ensuring compliance with banking regulations and policies.
- 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.
- Enhanced branch operations through effective management of daily bank teller activities and workflow prioritization.
- Assisted customers with setting up or closing accounts, completing loan applications, and signing up for new services.
- Promoted bank's products and services by consistently cross-selling to customers.
- Maintained a secure work environment by enforcing safety protocols and conducting regular audits of vaults, cash drawers, and security systems.
- Reduced errors in transactions by providing ongoing training and coaching to bank tellers on best practices.
- Coordinated scheduling for the teller team to maintain adequate coverage during peak business hours without sacrificing quality service delivery.
- Participated in regular meetings with management, offering valuable input on ways to enhance the overall performance of the branch and address any areas of concern.
- Cross-sold credit cards, loans and other bank products.
- Generated monthly reports on bank Audits.
- Improved customer satisfaction by efficiently managing teller transactions and addressing customer inquiries.
Senior Customer Support Representative
TD Bank
07.2015 - Current
- Delivered exceptional customer service by prioritizing emergency issues and developing and employing workarounds to solve problems expeditiously.
- Participated in ongoing training to learn new products and enhance skills to optimize customer support delivery.
- Maintained comprehensive knowledge of products and services, ensuring accurate information was provided to customers.
- Established strong rapport with customers, fostering long-term relationships and repeat business.
- Demonstrated excellent multitasking abilities by managing multiple concurrent tasks while ensuring timely completion.
- Engaged clients in person and over phone to answer questions and address complaints.
- Assisted customers with navigating bank systems, completing transactions and opening or closing accounts.
- Collaborated with team members to achieve branch sales targets by promoting banking products and services.
- Managed cash drawer accurately and efficiently, adhering to strict security protocols for vault access and transaction processing.
- Educated customers about available services, products and bank resources.
Teller Operations Manager
M&T Bank
08.1992 - 07.2015
- Fostered a positive work environment by promoting teamwork, collaboration, and open communication among staff members.
- Increased employee retention by providing ongoing coaching, feedback, and professional development opportunities for teller staff.
- Performed teller, personal banker and audit functions during high-volume business periods to offer expeditious service to customers.
- Trained new employees in cash handling procedures, bank policies.
- Contributed to the achievement of branch sales goals through targeted marketing efforts focused on attracting new customers while retaining existing clientele.
- Interviewed and hired teller candidates to promote adequate staff coverage during operating hours.
- Boosted sales of bank products and services by training tellers in effective cross-selling techniques.
- Enhanced branch security by implementing strict cash handling procedures and monitoring staff adherence to guidelines.
- Managed cash inventory, ensuring accurate balancing of the vault and individual teller drawers daily.
- Assisted in training new tellers to ensure a consistent level of excellent service across the team.
- Supported branch management in conducting audits, demonstrating attention to detail while verifying transactional records for accuracy.
- Replenished ATM funds in empty canisters prior to validation process.
- Prevented losses by identifying suspicious activities and escalating concerns according to bank policies and procedures.
Education
High School Diploma -
Durham High
Durham, NC06-1987
Skills
- Operational efficiency
- Branch administration
- Anti-money laundering
- Auditing procedures
- Cash management
- Teamwork and collaboration
- Customer service
- Attention to detail
- Decision-making
- Sales support
- Professional demeanor
- Multitasking
Certification
- Notary Public License - Maryland Secretary of State or Equivalent Authority.
- Mortgage Educators And Compliance Maryland 5 Hour Safe State Law PE
- Loan Signing Agent
Accomplishments-
TD Bank Demonstrating Excellence 2016
Sales Goal 2016,2017,2018,2019,2021,2023,2024 First Quarter of 2025
Timeline
Bank Supervisor
TD Bank
07.2022 - Current
Senior Customer Support Representative
TD Bank
07.2015 - Current
Teller Operations Manager
M&T Bank
08.1992 - 07.2015
High School Diploma -
Durham High
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