Melissa Buchanan
Wilmington,NC
Summary
Professional in financial services industry, bringing comprehensive expertise in banking operations and client relationship management. Proven ability to improve branch performance through strategic planning and effective problem-solving. Known for fostering collaborative environments and delivering results, ensuring seamless adaptation to changing demands. Key skills include financial advising, risk management, customer service excellence, abiding to all policies and procedures.
Overview
25
25
years of professional experience
Work History
Branch Banker Sr
PNC Bank
11.2021 - Current
- Manage daily branch operations ensuring compliance with banking regulations and internal policies to maintain a secure environment.
- Facilitate account opening processes for new clients, enhancing customer onboarding experience.
- Support loan processing on personal loans, home equities and mortgages by gathering necessary documentation and assisting clients through the application process.
- Train and mentor staff on operational procedures and customer service best practices.
- Assist clients with account management, including transactions, inquiries, and service requests.
- Deliver exceptional service through effective communication skills, empathy towards clients' needs, problem-solving abilities, and attention to detail in daily tasks.
- Mentor junior bankers, fostering professional growth and development through coaching sessions.
- Count currency, coins and checks in cash drawer, night depository and ATM.
- Support tellers by processing transactions involving money orders, cashiers checks and payments.
- Communicate with team sales goals by reviewing monthly and quarterly targets.
General Manager/Delivery Driver
Papa John's Pizza
12.2011 - 02.2025
- Managed and assumed responsibility for all functions of the restaurant to ensure high quality products and great customer service.
- Executed all company policies, procedures, programs, and systems.
- Professionally and promptly responded to all customer concerns and issues to improve operations.
- Managed sales and profit goals against budget and prior year trends.
- Ensured food, labor and other controllable expenditures are within budget.
- Generated schedule for 20+ employees.
- Answered multi-phone line system.
- Documented accurate inventory and deposits nightly.
- Recruited, interviewed, hired and trained all employees to create the best talent for store operations.
Branch Service and Sales Associate
PNC Bank
05.2017 - 11.2021
- Assisted customers in identifying financial products to meet their needs.
- Executed daily sales transactions accurately and efficiently.
- Collaborated with team members to enhance customer service delivery.
- Conducted product knowledge sessions to improve team understanding of offerings.
- Engaged with customers to build rapport and encourage loyalty.
- Handled cash transactions efficiently while adhering to company cash handling policies, ensuring accuracy in all financial exchanges.
- Managed account openings and closings in accordance with company procedures.
- Built relationships with customers to encourage repeat business.
Teller
PNC Bank
01.2016 - 05.2017
- Greeted customers in a courteous and professional manner.
- Quickly established credibility with clients and retain over 100+ names of regulars, creating friendly and professional relationships.
- Abided by strict operational guidelines.
- Recorded and processed night deposits.
- Comply with safe deposit box operations and guidelines.
- Processed standard teller transactions for customers including deposits, withdrawals, cashing checks, loan payments, cashiers checks and transfers while maintaining a balanced cash drawer.
- Provided customers with balances and statements.
- Met and exceeded all referral goals in every quarter by recommending products that meet customer's precise needs.
- Followed all opening and closing procedures to ensure customer and bank protection.
Assistant Unit Director
Tandz Inc. DBA Bojangles
01.2011 - 12.2011
- Interacted with team members, encouraging each to be outgoing and offer excellent service to customers.
- Established performance goals for 20-30 staff members, conducting regular evaluations and providing constructive feedback for improvement.
- Streamlined daily operations for increased efficiency through detailed task delegation and precise scheduling.
- Coordinated efforts between multiple teams during high-pressure situations to ensure deadlines were met without sacrificing quality or safety standards.
- Opened and closed restaurant.
- Oversaw front of house personnel to maintain adequate staffing and minimize overtime.
- Inventory and daily deposits.
General Manager
Holiday Delta DBA Domino's Pizza
09.2000 - 12.2010
- Directed daily operations to enhance efficiency and service quality.
- Implemented training programs that improved team performance and service delivery.
- Monitored inventory levels to ensure optimal stock availability and minimize waste.
- Coordinated staff schedules to maintain adequate coverage during peak business hours.
- Resolved customer complaints promptly, enhancing overall satisfaction and loyalty.
- Enhanced employee onboarding processes to reduce training time and improve retention.
- Promoted a culture of safety and compliance within the workplace to mitigate risks.
- Managed budget implementations, employee reviews, training, schedules, and contract negotiations.
Education
High School Diploma -
John T Hoggard High School
Wilmington05-2000
Skills
- Support for all employees
- Cash handling proficiency
- Goal and result oriented
- Ability to work well under pressure
- Natural leader
- Strong work ethic
- Performance coaching and mentoring
- Regulatory and Risk Management
Accomplishments
Mentored and assisted in onboarding and training of new employees, while meeting sales goals as one of the top producers in the region.
Timeline
Branch Banker Sr
PNC Bank
11.2021 - Current
Branch Service and Sales Associate
PNC Bank
05.2017 - 11.2021
Teller
PNC Bank
01.2016 - 05.2017
General Manager/Delivery Driver
Papa John's Pizza
12.2011 - 02.2025
Assistant Unit Director
Tandz Inc. DBA Bojangles
01.2011 - 12.2011
General Manager
Holiday Delta DBA Domino's Pizza
09.2000 - 12.2010
High School Diploma -
John T Hoggard High School