Nicole Carlson
10844 Belle Creek Blvd
Summary
Dynamic Branch Manager with a proven track record at Wells Fargo, excelling in branch operations management and customer relationships. Achieved a 98% in customer satisfaction through strategic planning and effective coaching. Branch manager leads through outcomes will come through consistency in behavior framework. This has led to a increase in effectiveness in most areas of the business. Renowned for attention to detail and decision-making, fostering a culture of excellence and accountability within high-performing teams.
Overview
10
10
years of professional experience
Work History
Branch Manager
Wells Fargo
10.2022 - Current
- Directed branch operations to enhance customer satisfaction and service quality leading to being a leader in behaviors and voice of the customer. We ended the year at 97% in 3 of 3 behaviors.
- Developed and implemented strategic goals to achieve branch performance targets. Including being a leader in quarterly growth focus, was top 10 in the region.
- Mentored staff on compliance regulations, improving adherence and reducing errors. As a branch we had zero CIPs and minimized risk in our risk dashboard
- Analyzed financial reports and dashboards to identify trends, driving informed business decisions.
- Oversaw team training programs, enhancing employee skills and productivity. Utilized the behavior framework, branch manager routines, and quarterly focus guides to help build my teams skill through skill practices and observations.
- Collaborated with management and tools provided to align branch objectives with corporate strategy.
- Continuously monitored branch performance against key performance indicators, taking corrective actions as needed to ensure objectives were met or exceeded.
- Increased customer satisfaction with personalized banking solutions, tailoring services to meet individual financial goals and ensure we are following up on those discussions.
- Fostered culture of excellence and accountability, resulting in branch consistently exceeding performance targets.
Branch Manager
Chase
10.2018 - 01.2022
- Created structure and routines that led to success in customer experience and in increasing sales
- Evaluated employee performance regularly through appraisals and feedback sessions to facilitate continuous development of skills and knowledge base within the team.
- Developed strategic plans for day-to-day financial operations.
- Continuously monitored branch performance against key performance indicators, taking corrective actions as needed to ensure objectives were met or exceeded.
- Improved customer satisfaction ratings by enhancing service quality and resolving client issues promptly. The branch had previously struggled in customer experience and we increased it by 20%.
Service Manager
Wells Fargo
03.2016 - 10.2018
- Maintained friendly and professional customer interactions by creating high standards of building rapport and using names.
- Implemented effective sales strategies to achieve branch targets and exceed expectations consistently. Ensuring my tellers were looking for ways to help customers add value to their relationship.
- Interviewed and hired talented individuals with top-level strengths, improving organizational talent, and skill set.
- Met deadlines by proactively managing individual and team tasks and streamlining processes. Ensured the branch had risk routines to led to a strong risk environment.
- Implemented risk management strategies to minimize potential losses while maintaining a healthy balance between risk and return on investments.
- Complied with established internal controls and policies.
- Conducted service manager weekly calls and quarterly meetings for the district to help drive consistently and success.
Education
Bachelor of Science - Business Management
University of Phoenix
Tempe, AZ05.2017
Skills
- Branch operations management
- Customer relationships
- Excellent time management skills
- Coaching and mentoring
- Excellent work ethic
- Attention to detail
- Team supervision
- Verbal/written communication
- Decision-making
- Process improvement
Timeline
Branch Manager
Wells Fargo
10.2022 - Current
Branch Manager
Chase
10.2018 - 01.2022
Service Manager
Wells Fargo
03.2016 - 10.2018
Bachelor of Science - Business Management
University of Phoenix