Twainia Dortch
Monroe,GEORGIA
Summary
Knowledgeable Assistant Manager with over 30 years of experience in Retail Banking. Proven track record in managing branch operations and driving team performance. Successfully implemented process improvements that enhanced customer satisfaction and operational efficiency. Demonstrated leadership and problem-solving skills, consistently fostering collaborative work environment.
Results-oriented Assistant Branch Manager with extensive experience developing high net worth client relationships and referral networks. Top-performer with track record of consistently meeting or exceeding sales goals. Talented at educating customers on banking services and products and recommending best options to meet long- and short-term needs.
Overview
22
22
years of professional experience
1
1
Certification
Work History
Assistant Branch Manager
Fidelity/Ameris Bank
Conyers, GA
08.2015 - Current
- Led daily operations to ensure compliance with banking regulations and policies.
- Developed training programs for branch staff, enhancing service delivery and operational efficiency.
- Implemented process improvements that streamlined customer onboarding and account management workflows.
- Monitored branch performance metrics, identifying trends to drive strategic decision-making and resource allocation.
- Cultivated strong relationships with clients, resulting in increased customer satisfaction and loyalty.
- Supported the Branch Manager with daily tasks, ensuring smooth branch functioning and effective communication amongst team members.
- Supervised team of 3 branch employees and made recommendations regarding performance evaluations.
FINANCIAL SERVICE REP III
Fifth Third Bank – Retail Banking
Marietta, GA
01.2012 - 08.2015
- Discuss and identify customer financial needs by offering a full range of retail bank products/services to meet and exceed sales goals to support overall sales objectives; Utilize basic sales techniques to influence a prospect to explore the bank's products and services.
- Operated in dynamic, high-volume environments to provide skilled assistance to more than 15 customers each day.
PERSONAL BANKER III
SunTrust Bank – Retail Banking
Marietta, GA
05.2011 - 01.2012
- Seek opportunities to develop customer relationships and sales opportunity while providing superb customer service and detail. Participate in sales and marketing activities for the purpose of meeting branch sales goals and objectives which include but not limited to outside personal and business territory.
- Conducted comprehensive financial assessments to align products with client needs.
- Developed strategies to increase cross-selling opportunities, boosting overall branch performance.
- Analyzed market trends to identify growth opportunities and adjust service offerings accordingly.
- Led initiatives that improved customer satisfaction ratings through targeted feedback implementation.
CUSTOMER SERVICE REP
Dodge Learning Resources – Education
Tyrone, GA
01.2009 - 01.2011
- Assisted customer with purchasing professional and trade books for all schools in Georgia, South Carolina, Florida and Tennessee; Provided Elementary, Middle Schools and RESA's with up to date materials in order for students to meet and exceed test such as the CRCT.
- Managed order processing and fulfillment, ensuring timely delivery of educational resources.
- Implemented feedback mechanisms to enhance service quality and customer satisfaction.
ACCOUNT MANAGER
Next Media, Inc. – Information Technology
Atlanta, GA
01.2007 - 01.2009
- Fostered strong client relationships to enhance satisfaction and retention.
- Developed tailored solutions to address unique client needs and drive engagement.
- Coordinated cross-functional teams to ensure seamless project execution and delivery.
BRANCH MANAGER
SunTrust Bank – Retail Banking
Atlanta, GA
01.2004 - 01.2007
- Maintained the sales goals of the branch by means of one on one meetings, dual branch meetings and promotions; Handles outside calls in my respective field to bring in deposits.
- Led branch operations to enhance customer satisfaction and service delivery.
- Mentored staff on compliance regulations, improving adherence and reducing errors.
- Analyzed financial reports to identify trends and optimize branch performance.
Education
Some College (No Degree) - Business Administration And Management
Athens Area College
Athens, GA05-1993
Skills
- AREAS OF EXPERTISE
- Active listening
- Customer solutions
- Interpersonal skills
- Customer rapport
- PROFESSIONAL SKILLS
- Knowledge of administrative procedures
- Juggling administration tasks and duties effectively
- Proficient in the use of Microsoft Office tools
- Strong organizational and prioritization skills
- PERSONAL SKILLS
- Can work with minimal supervision
- A motivated team player
- Assertive techniques to manage difficult tasks
- Professional and friendly at all times with great energy and enthusiasm
Certification
NMLS # 982614
Timeline
Assistant Branch Manager
Fidelity/Ameris Bank
08.2015 - Current
FINANCIAL SERVICE REP III
Fifth Third Bank – Retail Banking
01.2012 - 08.2015
PERSONAL BANKER III
SunTrust Bank – Retail Banking
05.2011 - 01.2012
CUSTOMER SERVICE REP
Dodge Learning Resources – Education
01.2009 - 01.2011
ACCOUNT MANAGER
Next Media, Inc. – Information Technology
01.2007 - 01.2009
BRANCH MANAGER
SunTrust Bank – Retail Banking
01.2004 - 01.2007
Some College (No Degree) - Business Administration And Management
Athens Area College