Shantay Wolfe
@shantaywolfe
Experienced retail banking manager with a focus on client relationships.
United StatesWhat I'm looking for
With over 22 years of extensive experience in retail banking management, I have developed a strong expertise in sales, operations, and regulatory compliance. My career has been marked by a commitment to building high net worth client relationships and leveraging referral networks to drive business growth. I pride myself on being a motivated, goal-oriented team player with polished communication and organizational skills.
Throughout my career, I have achieved significant milestones, including receiving the Gallup Great Workplace Honorable Mention in 2017 and being appointed as the Regional Operations Champion for PNC Bank in 2020. My current role as a Customer Service and Support Supervisor at PNC Bank involves managing a specialized team dedicated to resolving complex escalated complaints, ensuring high-quality customer service, and leading change efforts to mitigate risks effectively.
I am passionate about inspiring and developing my team members while continuously seeking opportunities for improvement. My leadership style focuses on collaboration and achieving results that exceed expectations, making me a valuable asset to any organization.
Experience
Work history, roles, and key accomplishments
Customer Service and Support Supervisor
PNC Bank
Jan 2021 - Present (4 years 5 months)
Manages a specialized team dedicated to the resolution of complex escalated complaints for all Retail business segments. Delivers CARES model to customers and service partners. Acts as the escalation point for complex issues from Retail Escalation Representatives.
Senior Branch Manager
PNC Bank
Jan 2018 - Present (7 years 5 months)
Developed sales strategies that incorporate client segments, market opportunities, competitive forces, and sales force effectiveness. Identified priorities and ensured sales teams execute against plans that focus on deepening client relationships, elevating market share and increasing share of wallet. Drove sales teams to build a strong pipeline of prospects and clients.
Senior Client Solutions Specialist
PNC Bank/ Wealth Advisors
Jan 2018 - Present (7 years 5 months)
Assessed and effectively managed all of the risks associated with their business objectives and activities to ensure activities are in alignment with the banks and unit’s risk appetite and risk management framework. Provided sales, service, and execution support for new and ongoing client relationships. May serve as a customer solutions resource.
Senior Branch Manager
PNC Bank
Jan 2016 - Present (9 years 5 months)
Developed sales strategies that incorporate client segments, market opportunities, competitive forces, and sales force effectiveness. Identified priorities and ensured sales teams execute against plans that focus on deepening client relationships, elevating market share and increasing share of wallet. Drove sales teams to build a strong pipeline of prospects and clients.
Retail Banking Branch Manager
Santander Bank
Jan 2014 - Present (11 years 5 months)
Oversaw a team of five including bankers and tellers that executed all sales activities. Established and achieved sales goals through effective sales management techniques. Recruited, trained, and mentored staff on client profiling, conducting sales meetings, and closing deals.
In-Store Assistant Branch Manager
SunTrust Bank
Jan 2012 - Present (13 years 5 months)
Aimed to treat the bank customers with honesty and openness recommend advice by recommending only those products that fit our customers' needs. Set branch objectives and coach staff to ensure goals are exceeded. Conducted meetings and conferences with superior leadership.
Member Service Manager
XCEL Federal Credit Union
Jan 2010 - Present (15 years 5 months)
Managed the financial operations and a staff of five employees. Coached and led bank staff to deliver exceptional customer service in a busy high street branch. Worked to build new customer relationships and increase the bank's profits.
Education
Degrees, certifications, and relevant coursework
No specific school provided
High School Diploma, General Studies
This section is intentionally left blank as no specific educational details were provided in the resume. The resume focuses on professional experience and achievements.
Tech stack
Software and tools used professionally
Availability
Location
United StatesAuthorized to work in
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