Skilled team lead with commitment to addressing banker and customer concerns with experience, accuracy and professionalism. Dedicated to continue to offer a successful job performance, proven from my development as well as others development.
01/2017 to Current
Interim SupervisorWells Fargo Bank － Homewood, AL
Manage a staff of 15-20 bankers, ensuring each one consistently meets or exceeds their individual goals, while focusing on team productivity.
Work with HR to comply with Wells Fargo policies, FMLA and work accommodations.
Prepare and present information in team meetings.
On boarded and supported new hires.
Developed, implemented and monitored programs to maximize customer satisfaction.
Addressed negative customer feedback immediately.
Effectively communicated with team members to maintain clearly defined expectations.
Focused on developing team members to commitment, dedication and professionalism.
Served as a mentor to team members.
Monitored daily activities and provided a high level of leadership to support team members.
Generated and distributed daily reports and order acknowledgments to appropriate personnel.
03/2016 to Current
Team LeadWells Fargo Bank － Homewood, AL
Responsible for fostering employee retention, creating a positive work environment and award team members for outstanding achievements.
Responsible for team morale, compliance, procedural changes and escalation to secondary support groups.
Implemented new ideas in result for team morale and team member development.
Developed team members to improve and enhance behaviors to reduce team member deficiencies.
Coached and mentored team members by offering constructive feedback and taking interest in their development.
Implemented a variety of coaching methods to establish and evaluate team member performance.
01/2016 to 03/2016
Escalation BankerWells Fargo Bank － Homewood, AL
Built customer loyalty by placing follow-up calls for customer concerns.
Enforced policies and procedures and quality assurance measures.
Effective problem-solving skills to handle complex financial issues and resolve negative customer experiences.
Developed rapport with the customer base by handling difficult
issues with professionalism.
12/2014 to 12/2015
Phone Banker 1 & 2Wells Fargo Bank － Homewood, AL
Lead by example by consistently exceeding sales goals.
Working in a call center environment to manage clients financial needs, such as credit accounts and personal lines of credit.
Managed new processes that were rolled out to the team.
Provided accurate and appropriate information in response to customer inquiries.
Assisted my peers with questions to achieve customer satisfaction ratings.
05/2011 to 12/2014
ManagerChick-Fil-A － Hoover, AL
Responsible for managing a staff ranging from 15-25 staff members.
Monitored scheduling to ensure customer needs were addressed.
Developed and shared best practices across the company, including Leader Academy & Chick-fil-A leadership development program.
Recruited, hired and trained employees to adjust to comfortable positions.
Mentored, coached and trained team members.
Implemented Ideas (2)
2015 &2016 Top performer
Quarterly stellar service 2015 & 2016
Knowledge of CC Pulse, RTA, CSS, CIV, FDR, NICE, Hogan and Virtual Library.
Working knowledge of Microsoft XP professional operating systems, including office suite applications; experience with MS Word, Excel, PowerPoint and mail services via MS outlook.