Denise Morales
Columbus
Summary
Customer-focused professional with successful 23+-year career in Retail Banking. Experienced with team leadership, strategic planning, and operational management. Utilizes effective communication and organizational skills to drive project success. Track record of fostering productive work environments and achieving set goals.
Overview
24
24
years of professional experience
1
1
Certification
Work History
REGIONAL BANKING MANAGER
Wells Fargo Bank N.A.
Hanover, MD/ Columbus,GA
07.2018 - Current
- Lead, manage and develop a team of direct and indirect reports with low to moderate complexity and risk in retail banking branch
- Developed and implemented training programs for new staff, improving onboarding efficiency.
- Analyzed key performance indicators to identify areas for operational improvement and growth.
- Mentored team members on compliance protocols, ensuring regulatory adherence across all branches.
- Managed and motivated employees to be productive and engaged in work.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Make decisions and resolve issues regarding customer and team experience, risks, and growth of the retail banking team to meet regional banking business objectives
- Serve as a role model to deliver an exceptional customer experience and focus on building relationships
- Engage customers to understand their financial needs, and work proactively to help customers succeed financially
- Led operational strategy to enhance customer service and optimize branch performance.
BRANCH OPERATIONS ASSOCIATE MANAGER
Wells Fargo Bank N.A.
Glen Burnie, MD
02.2013 - 06.2019
- Lead and supervise risk and the operations of teller functions to deliver exceptional customer service and colleague experience, and ensure timely completion, quality, and compliance in teller functions
- Perform operational and customer support tasks
- Make decisions and resolve issues related to daily operations of the teller line, under direction of regional banking management
Retail Branch Manager Service Manager
Wells Fargo
Santa Fe, NM
12.2001 - 06.2008
- Led branch operations, ensuring compliance with regulatory requirements and company policies.
- Developed and implemented strategies to enhance customer satisfaction and retention.
- Trained and mentored staff, fostering professional growth and improving team performance.
- Analyzed branch performance metrics to identify areas for operational improvement.
Education
High School Diploma -
Gallup High
Gallup, NMSkills
- Customer service
- Team leadership
- Time management
- Decision-making
- Complex Problem-solving
- Verbal and written communication
- Staff training and development
- Staff management
- Operations management
- Cross-functional teamwork
- Performance management
- Staff development
- Sales management
Certification
- CM - Certified Manager Certification
Timeline
REGIONAL BANKING MANAGER
Wells Fargo Bank N.A.
07.2018 - Current
BRANCH OPERATIONS ASSOCIATE MANAGER
Wells Fargo Bank N.A.
02.2013 - 06.2019
Retail Branch Manager Service Manager
Wells Fargo
12.2001 - 06.2008
High School Diploma -
Gallup High