Banking Operations & Management Leader

GRACIE WALDEN

PROFESSIONAL SUMMARY

Accomplished Banking and Management professional with 22+ years of management experience directing teams, optimizing operations, and driving organizational success. Expertise in employee development, performance management, process improvement, compliance, customer experience, and cross-functional collaboration.

WORK EXPERIENCE

Contract Supervisor, 06/2023 to 07/2026

CGI Houston Passport Agency - Houston, TX

Served as Communications Supervisor for a federal passport contract.

Led a team of 15–20 employees while overseeing daily operations and workload distribution.

Monitored employee performance, provided coaching, oversaw performance improvement plans, and managed training to improve productivity.

Interviewed, onboarded, and trained new employees.

Maintained compliance with internal controls and federal operating procedures.

Resolved complex applicant inquiries and document processing issues.

Served as Backup Cashier Supervisor and Backup Counter Acceptance Supervisor.

Served as Backup Assistant Passport Manager, overseeing the operations of approximately 75 employees.

Held a Secret Clearance.

Seasonal Bookseller/Cashier, 11/2025 to 03/2026

Barnes & Noble - Humble, TX

Delivered exceptional customer service during the holiday season.

Operated the cash register and processed customer transactions accurately.

Maintained sales floor presentation and stock inventory.

Associate Personal Banker, 02/2023 to 06/2023

Wells Fargo Bank - Humble, TX

Built customer relationships by identifying financial needs and recommending appropriate banking products.

Assisted customers with opening new accounts, service requests, and credit applications.

Educated customers on digital banking solutions and self-service tools.

NMLS ID: 2473661

Assistant Branch Manager, 03/2002 to 11/2022

JPMorgan Chase & Co. - Humble, TX

Managed daily operations of a high-volume retail banking branch.

Led, coached, and developed a team of up to 19 employees.

Managed employee scheduling, workforce planning, and timekeeping approvals.

Recruited, interviewed, onboarded, trained, and retained branch staff.

Conducted performance reviews, coaching sessions, corrective actions, and terminations.

Conducted internal control checks and coordinated branch audits.

Ensured compliance with banking regulations, internal controls, and security procedures.

Managed and resolved customer concerns while maintaining exceptional customer service.

Referred clients to business partners and scheduled client meetings.

Served as a Notary Public and maintained expertise in banking products, disclosures, and operational procedures.

Managed branch cash operations, including ATMs, vaults, and cash recyclers.

Educated clients on digital banking technology and self-service conveniences.

Successfully completed Chase internal audits with scores of 96% or higher, including four perfect 100% ratings.

Traveled to disaster-affected markets to provide operational support and leadership.

EDUCATION

High School Diploma

Hargrave High School - Huffman, TX

CONTACT

Address: New Caney, TX 77357

Phone: 832-***-****

Email: *********@*****.***

SKILLS

Operations Management

Team leadership

Workforce planning

Performance coaching

Scheduling coordination

Process compliance

KPI tracking

Workflow optimization

Branch operations

Client Service & Support

Customer issue resolution

Internal controls

Cash handling

Document processing

Audit support

Employee relations

Cross-selling

Escalation management

Risk assessment

Regulatory reporting

Customer retention

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