Alana Swepson
Lumberton,NJ
Summary
Professional with strong background in branch management. Skilled in enhancing operational efficiency, driving growth, and fostering team collaboration. Known for adaptability to changing needs and effective problem-solving. Expertise in strategic planning, customer service, and financial oversight. Reliable leader focused on achieving results and empowering teams.
Overview
20
20
years of professional experience
Work History
Branch Manager
Wells Fargo Bank
Lawrence, NJ
08.2018 - Current
- Boosted branch output by overseeing hiring, termination, and coaching on company protocols.
- Maintained confidentiality of bank records and client information to prevent mishandling of data and potential breaches.
- Boosted branch sales by developing and deepening customer loyalty through incentive programs.
- Protected company assets with strategic risk management approaches.
- Met deadlines by proactively managing individual and team tasks and implementing best practices.
- Maximized branch revenue by optimizing daily operations.
- Developed annual branch business plan for maximum profitability and effectiveness.
- Planned and coordinated risk mitigation strategies to protect company assets.
- Optimized staff productivity by managing inter-team conflict resolution, yearly performance reviews, hiring and terminating processes, training initiatives, scheduling, time and attendance and payroll.
- Worked with regulatory representatives to complete accurate filings and maintain compliance.
- Oversaw branch team with 6+ customer service representatives and 3+ personal bankers and implemented training for all new employees.
- Collaborated with senior leadership on strategic planning initiatives to align branch objectives with corporate goals.
- Developed a high-performing team through targeted recruitment, training, and performance management initiatives.
- Ensured regulatory compliance through diligent adherence to industry standards, guidelines, and company policies.
- Drove cross-selling efforts by collaborating with various departments within the organization to maximize revenues from existing clients.
Service Manager
Wells Fargo Bank
Hamilton Square, NJ
09.2014 - 08.2018
- Resolved customer complaints in professional and timely manner.
- Met with customers to discuss service needs and offer available solutions.
- Resolved escalated customer complaints professionally, turning potentially negative experiences into opportunities for continued patronage.
- Hired, trained and supervised team of service staff members to meet business goals.
- Reduced service downtime for clients by proactively addressing potential issues and maintaining clear communication channels.
- Developed and maintained positive relationships with customers to build rapport and trust.
Teller/Lead Teller
Wells Fargo Bank
Maplewood, NJ
04.2005 - 09.2014
- Monitored customer behaviors and upheld strict protocols to prevent theft of assets.
- Maintained balancing record with 95% rate of accuracy.
- Executed customer transactions, including deposits, withdrawals, money orders and checks.
- Provided high level of customer service through friendly approach, strong professionalism and timely assistance with customer transactions.
- Completed highly accurate, high-volume money counts via both manual and machine-driven approaches.
- Uphold strict financial controls by keeping funds secure and accurately transferring monies.
- Processed quarterly Vault and ATM audits with zero error rate.
- Rapidly and efficiently prepared customer and ATM cash and change orders.
- Promoted products or services to each customer to consistently achieve sales targets.
- Identified sales opportunities and referred customers to branch partners in financial services.
- 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.
- Investigated and promptly resolved issues with patron accounts.
- Mentored junior tellers, fostering professional growth and improved performance within the team.
- Provided exceptional customer service, resulting in increased loyalty among existing clients and referrals of new business opportunities from satisfied customers.
- 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.
- Implemented security measures to protect sensitive client information and financial assets from potential fraud or theft.
- Boosted branch sales with proactive product recommendations based on customer needs.
- Enforced compliance with bank regulations and policies to reduce financial risks.
- Mentored and trained new tellers on bank procedures and customer service standards.
Education
Social Sciences
Essex County College
West Caldwell, NJSkills
- Team Player
- Self-sufficient
- Business development
- Regulatory compliance
- Goals and performance
- Resourceful nature
- Relationship management
- Banking
- Staff management
- Friendly
- Goal-oriented
- Analytical
- Flexible
- Customer service awareness
- Organized
- Sales professional
- Cash handling expertise
- Relationship building and management
Accomplishments
- Selected as a risk proponent for my entire district.
- Collaborated with Regional Services Consultant for overall coaching in success around risk management.
- Brought a team to success yearly audit of 92% with an annual risk accountability at 100% for the entire year (2018) in absence of Branch Manager.
- Acts as an advocate and point of contact for other team members and managers for resources and best practices around managing team members and managing risks.
- Mentored other managers in my district.
- Conducted multiple meetings (with and without power point) and conference calls for team members and managers in the district.
- Covered meetings and conference calls for Regional Services Consultant and District Manager.
Timeline
Branch Manager
Wells Fargo Bank
08.2018 - Current
Service Manager
Wells Fargo Bank
09.2014 - 08.2018
Teller/Lead Teller
Wells Fargo Bank
04.2005 - 09.2014
Social Sciences
Essex County College