Tracey Johnson
Dorchester
Summary
Results-driven professional with extensive experience in leading banking operations. Skilled in team development, enhancing customer experiences, and achieving financial goals through a culture of continuous improvement and employee engagement.
Overview
37
37
years of professional experience
Work History
Branch Manager
Santander Bank
South Boston and Multiple locations
09.1989 - Current
- Oversaw branch performance and daily operations, ensuring excellent customer experience, meeting financial goals, and maintaining efficient operations.
- Led and coached a team, managed sales activities, deepened customer relationships, and complied with banking regulations.
- Developing a culture within the branch in which quality and continuous improvement on all performance accountabilities are understood and utilized by all team members.
- Direct overall branch performance, leading team to achieve sales targets, optimize operational processes and enhance customer satisfaction.
- Develop and implement sales strategies to grow revenue and market share.
- Motivate sales teams to effectively manage a pipeline of prospects and customers.
- Engage in consultative conversations with customers to offer tailored solutions that enhance their financial well-being, foster customer loyalty and increase branch productivity.
- Analyzed branch performance data to inform strategic decisions, improving overall branch performance and operational efficiency.
- Coach and develop team members, setting clear expectations, enhancing performance and fostering professional development.
- Utilize digital technologies and platforms to enhance customer interactions, educate them on self-service options and drive business outcomes.
- Provide an elevated experience, simplifying processes for customers while ensuring exceptional customer service.
- Manage escalated customer problems and provide effective solutions.
- Communicate clearly and effectively with customers in person, over the phone, or through digital channels.
- Managed risk and compliance within a complex business environment, followed all company policies and regulatory requirements.
- Supported nearby branch locations to meet operational demands.
Education
Some College (No Degree) - Finance
New England College of Finance
BostonSkills
- Operational management
- Financial management
- Risk assessment
- Compliance auditing
- Customer relationship management
- Team leadership
- Customer experience
Timeline
Branch Manager
Santander Bank
09.1989 - Current
Some College (No Degree) - Finance
New England College of Finance