Travis Decotiis

About Travis Decotiis

Early in my career, I realized that customer experience isn’t built in big moments — it’s built in the everyday interactions that either earn trust or quietly erode it.For the past 8+ years, I’ve focused on turning those everyday touchpoints into meaningful, long-term partnerships. I’ve managed customer portfolios ranging from to over clients, where success depended not just on responsiveness, but on truly understanding patterns, friction points, and opportunities hidden inside the data.I don’t see customer issues as isolated tickets. I see signals.By combining frontline client engagement with operational insight, I’ve helped transform transactional service models into structured, consultative experiences. That has meant identifying breakdowns in the customer journey, building action plans that align teams around measurable goals, and reinforcing accountability through performance metrics and continuous feedback loops.Whether onboarding new clients, stabilizing at-risk relationships, or aligning cross-functional stakeholders around retention strategies, I bring a calm, transparent leadership style that builds trust quickly and sustains it over time.Customer success, to me, is not about reacting. It’s about anticipating, optimizing, and creating experiences that make renewal the natural next step.I’m passionate about building systems and teams that make customers feel heard, supported, and valued — at scale.

Experience

1. Branch Manager, VP National Branch Network

   Wells Fargo

   Feb 2025 — Present · Nyack, NY, US

   As a Branch Manager and Vice President within the National Branch Network, I lead, coach, and develop a team of five direct reports while ensuring strict adherence to banking policies, compliance standards, and operational procedures in a branch managing between $500K and $700K in cash on hand. I drive customer retention and acquisition by strengthening relationship management practices and elevating consultative sales conversations beyond transactional interactions. Through structured business reviews, performance analysis, live observations, and role-play coaching, I execute focused action plans that enhance employee capability, confidence, and accountability. I also oversee branch risk management and compliance readiness, successfully preparing the team for annual internal control reviews and audits.Moreover, I was selected for a competitive five-month Hire-Ahead leadership development program, where I trained under three top-performing Branch Managers and led interim branch operations, culminating in a corporate capstone presentation with regional leadership and 50 peer managers. I earned Q4 Promoter Circle recognition for top-tier customer service performance based on randomized customer satisfaction survey results.I successfully recruited and onboarded a new banker, restoring full staffing and accelerating performance through structured coaching and clear development milestones. By shifting the team’s approach from transactional processing to broader financial consultations, I strengthened customer retention and deepened relationships, resulting in measurable gains in product engagement and overall performance trends. I also addressed a longstanding teller engagement challenge by implementing consistent skill-building practices, coaching observations, and structured feedback loops, producing sustained improvements in both performance and team morale.

Education

• St. Thomas Aquinas College

  Bachelor of Science (B.S.), Graphic Design, Marketing

Skills

• Indesign
• Leadership
• Illustrator
• Visual Arts
• Graphic Design
• Drawing
• Social Media
• Visual Communication
• Merchandising
• Social Networking
• Social Media Marketing
• Time Management
• Fashion
• Photoshop
• Retail
• Trend Analysis
• Public Speaking
• Sales Management
• Management
• Advertising
• Powerpoint
• Marketing Strategy
• Marketing
• Microsoft Word
• Team Leadership
• Customer Service
• Microsoft Office
• Sales
• Teamwork