Denise De Luna
Stanton
Summary
Knowledgeable Branch Manager with strong background in managing branch operations and ensuring consistent customer satisfaction. Demonstrated ability to lead teams effectively and implement strategic initiatives that enhance operational efficiency. Proven expertise in problem-solving and financial management.
Overview
17
17
years of professional experience
Work History
Branch Manager
Wells Fargo Bank, N.A.
Paramount
12.2023 - 07.2026
- Managed branch functions and facilitated staff support to uphold regulatory compliance and enforce internal policy adherence.
- Cultivated and mentored a high-performing team to implement business strategies and drive results across all segments, including affluent and business banking.
- Analyzed and mitigated low to moderately complex issues affecting customer and employee satisfaction, contributing to the achievement of branch network goals.
- Implemented strategic time management and task delegation techniques, leveraging independent judgment and critical thinking to navigate a complex, fast-paced work environment.
- Assessed multiple reports to uncover strengths and opportunities, developing a strategic plan to achieve and exceed organizational goals.
- Evaluated employee performance regularly through appraisals and feedback sessions to facilitate continuous development of skills and knowledge base within the team.
- Interviewed and hired talented individuals with top-level strengths, improving organizational talent, and skill set.
Service Manager 2
Wells Fargo Bank, Paramount
Paramount
10.2013 - 12.2023
- Collaborated with branch manager to assess branch performance trends and formulate strategies for enhancing customer experience and mitigating risks.
- Optimized scheduling processes to align with business requirements and enhance customer satisfaction.
- Evaluated transactional trends and guided team on digital resources to enhance customer convenience.
- Delivered ongoing performance feedback to employees to uphold adherence to policies and procedures, minimizing risk and preventing fraud.
- Completed detailed employee performance reviews with supporting documentation that supports semi and annual performance ratings.
- Actively listened to customers' concerns and resolve complaints in compliance with Wells Fargo’s complaints Management policies.
- Foster a positive environment where team members feel encouraged, motivated and developed. Create an individual development action plan that focuses on team members competencies and skills to master current role and prepare for future role.
- Lead an operational sound business by ensuring proper branch controls that have led to consecutive acceptable Branch Control Reviews.
Service Manager 1
Wells Fargo Bank, Paramount
Paramount
04.2013 - 10.2013
- Actively coached tellers and lead tellers to develop skills that enhanced customer experience and branch growth.
- Partnered with branch manager and service manager 2 to develop branch strategy around business priorities which include customer experience, growth, compliance and loss prevention.
- Focused on team member development by conducting career one on ones and created individual action plans that addressed the employees skills.
- Analyzed various reports to ensure branch had proper resources to lead an operationally sound business
Lead Teller
Wells Fargo Bank, Paramount
Paramount
11.2010 - 04.2013
- Handled complex customer inquiries and provided support to tellers
- Completed daily operational activities which include ATM servicing, vault balancing and monthly compliance tasks
- Supported teller growth by completing daily teller observations and conducting skills practices that led to exceptional customer service and accuracy with transaction processing
- Led quarterly loss prevention team meetings
- Contributed to the successful BCR review by completing weekly and daily reviews of operational controls
Teller
Wells Fargo Bank, Paramount
Paramount
10.2009 - 11.2010
- Processed teller transactions for customers and maintained a cash drawer
- Handled and resolved basic customer inquiries on bank product and services
- Identified customer financial needs and promoted bank products that met the needs of the customer. Introduced customers to appropriate banker as needed.
Education
Criminal Justice with a Sociological Emphasis
East Los Angeles College
01-2012
Skills
- Branch operations management
- Customer service
- Excellent time management skills
- Coaching and mentoring
- Excellent work ethic
- Regulatory compliance
Languages
Spanish
Native or Bilingual
Timeline
Branch Manager
Wells Fargo Bank, N.A.
12.2023 - 07.2026
Service Manager 2
Wells Fargo Bank, Paramount
10.2013 - 12.2023
Service Manager 1
Wells Fargo Bank, Paramount
04.2013 - 10.2013
Lead Teller
Wells Fargo Bank, Paramount
11.2010 - 04.2013
Teller
Wells Fargo Bank, Paramount
10.2009 - 11.2010
Criminal Justice with a Sociological Emphasis
East Los Angeles College