Phone Banker 2 Resume Example Wells Fargo

PHONE BANKER 2

Professional Summary

To work in a position in which my experience, knowledge and understanding will be utilized to help others.

Experience

04/2005 to 12/2015

Phone Banker 2Wells Fargo － Lubbock, TX

Assist customers in Spanish and English with account information, payments, file and resolve disputes.
Profile customers' accounts for sales opportunities and present the service or product to the customers.
Received the company's Sales and Service Conference Award in 2007 and 2009 for top yearly performance in customer service and sales.
Frontline Management Development Program - Participated in conference calls, focus groups for the improvement of the company and the bankers' process and coach other bankers with company and call process. Completed coursework to expand knowledge for facilitating team meetings, providing feedback, development of good time management skills, presentation skills and skills in determining appropriate communication with a diverse groups and individuals. Review Case Studies similar to those experienced by Frontline Managers, determine tools and resources that should be used, outline steps for managing a variety of scenarios and discuss results with the Frontline Management Mentor. Learn responsibilities, tasks, systems and processes used by Frontline Managers. Conduct and assist with team meetings and coach individuals one on one for improvements on QA's, average handle time and sales before, during and after the regular work day to accommodate other's work schedules. Use Excel worksheet to track progress for weekly and monthly team stats, manage time for one on one coachings and record Frontline Management Development Program progress. Use Microsoft Word to compost aids and use Power Point for presentations. Schedule and attend weekly coaching sessions with Frontline Management Mentor to discuss progress, case studies, improve leadership skills and coaching skills.
Floorwalker/Committee - assist bankers with system issues, answer questions regarding system, banker processes and assist customers on escalated issues. Create, execute and report team blitz's, coach team members on QA's and sales, and compile reports for average handle time and incentive payouts. Instruct bankers on new services, products, call procedures and company processes. Compile and send Excel reports on team performance hourly, daily and monthly for sales, QA and Customer Satisfaction. Organize and administer team blitzes. Use Excel worksheets to compile blitz results.

01/1996 to 05/2005

Bilingual Quality Assurance MonitorExcel Services Operator Service Company － Lubbock, TX

Monitor, evaluate and report performances for customer service representatives for the departments of Long Distance Billing, Operator Service and Directory Assistance while on an open work schedule to accommodate employees work schedules.
Evaluate quality assurance standards for the Long Distance Billing, Operator Service and Directory Assistance departments, recommend and discuss changes, complete changes, adjust QA ratings for changes and communicate changes to each department.
Attend weekly calibration conference calls with other centers in Texas.
Maintenance and program E-talk to capture weekly recording for agents.
Program and maintain Excel Worksheets for all QA monitors to calculate actual hours worked in the various divisions of their employment.
Complete weekly progress reports through Excel for all QA Departments.
Scheduled and coached customer service representatives in one-on-one sessions to clarify and improve of their QA's.
Attended new training classes to explain the QA process and the criteria for each standard of QA.
Organize and distribute QA tip sheets of the most common QA errors for each department and work with managers and supervisors for best possible solution to avoid repeat of errors.

Education

1998

Business Administration Courses *Business Marketing CoursesSouth Plains College － Lubbock, TX

1996

Chemical Engineering and Computer ScienceTexas Tech University － Lubbock, TXChemical Engineering and Computer Science

1994

Basic College CoursesOdessa College － Odessa, TX

Interests

LISD - Have volunteered thru Wheelock Elementary, Smiley Wilson Middle School Choir Booster and held different position with the Wheelock PTA for 6 years. Girl Scouts - Volunteer as an Assistant Troop Leader since 2008. Our Lady of Guadalupe CCE (Congregation for Catholic Education) - Aid the CCE director as an the office assistant, teach class in the absence of a teacher and help with various activities.

Additional Information

Volunteer LISD - Have volunteered thru Wheelock Elementary, Smiley Wilson Middle School Choir Booster and was an Wheelock PTA Board Member for 6 years. Girl Scouts - Volunteer as an Assistant Troop Leader to help develop girls into tomorrow's leaders. Our Lady of Guadalupe CCE (Congregation for Catholic Education) - Aid the CCE director as an the office assistant, teach class in the absence of a teacher and help with various activities.

Skills

Basic, Billing, Business Administration, calibration, clarify, coach, coaching, Customer Satisfaction, customer service, English, focus, leadership skills, managing, Management Development, Marketing, meetings, Mentor, Excel, Power Point, Microsoft Word, monitors, presentations, presentation skills, processes, progress, quality assurance, QA, recording, Sales, Spanish, time management

Resume Overview

Companies Worked For:

Wells Fargo
Excel Services Operator Service Company

School Attended

South Plains College
Texas Tech University
Odessa College

Job Titles Held:

Phone Banker 2
Bilingual Quality Assurance Monitor

Degrees

Business Administration Courses *Business Marketing Courses
Chemical Engineering and Computer Science
Basic College Courses

Phone Banker 2 Resume Example

Resume Score: 85%

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