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Click here or scroll down to respond to this candidateCandidate's Name
Fort Lauderdale, Florida Mobile PHONE NUMBER AVAILABLE EMAIL AVAILABLECareer SummaryStrengths Relationship Account Management, Achieving Sales and Goals, Service, Business Development, Team Leadership Focused on Call Center and Customer Service Management. A well-rounded professional with a wide range of experience. Outstanding record in delivering results in service and sales. Successfully worked in multiple roles supporting various financial centers. Notably praised for ability to establish networks and relationships with clients in the community. Incredibly talented with time management. Professional ExperienceAmerican Express Plantation, Florida, December 2011 Present Quickly advanced through multiple next level roles. Recognized for creating Wow! experiences for customers. Selected to support multiple areas of the business due to ability to be flexible in ambiguous situations. Recognized for customer service excellence.Customer Service Resolution Supervisor June 2021 Present Delivered a white-glove experience for members. Built meaningful relationships with customers through a consultative approach, to understand their current and future needs, and to provide resolution and negotiate a positive outcome for the customer and the business. Conducted research into customer issues as provided follow up to ensure customer loyalty and retention. Addressed second and third level customer issues as a supervisor. Recognized as Best in Service three times in this role. Credit Collections (High Balance) March 2020 June 2021 Collected on past due, high balance accounts of $30k or greater while making quality decisions for American Express and the customers. Negotiated payments in compliance with Fair Debt Collection Practices Act (FDCPA). Relationship Customer Care Team (Supervisory Position) December 2011 February 2017 Delivered exceptional service to educate card members on brands and services. Ensured that clients were treated like humans and knew that their issues were understood and would be resolved. Used listening skills to identify the real need and determined what to give the customer to create powerful solutions to preserve client relationships. Responded quickly to escalated consumer complaints and provided feedback to team members to ensure a best in class experience. Customer Care December 2011 2013Delivered extraordinary customer care by responding to customer questions regarding their credit card accounts. Created customer relationships during every call that result in customer loyalty and value perception. Documented account information and solutions provided to customers. Worked in a fast-paced call center processing calls exceeding the performance standards for average call handling. Successfully completed required training by the standards of performance. Responsible for decision making regarding customer account resolutions. Wachovia Bank N.A. South East Florida, October 1984 to May 2011 Personal Banker, Wachovia January 2009 May 2011Sold retail banking products and services to customers and prospects. Managed customer portfolios, service relationships, and cross-sold products and services to enhance the client experience. Consulted with clients regarding financial and credit service with the goal of acquiring one hundred percent of the clients financial business. Developed and maintained relationships with Wachovia-Wells Fargo business partners to maximize sales opportunities and achieve sales standards. Used analysis and profiling tools to identify opportunities to cross sell services and products. Made outbound sales calls to increase sales ratios. Handled cash transactions. Recognized as top performer for exceeding revenue goals month to month. Responsible for consistently driving on average $10,000 or more in revenue to the business. Developed community networks which resulted in organic development of new clients each month. Roving Service Banker/Financial Center Manager, Wachovia October 2005 January 2009 Responsible for the overall daily functioning multiple financial centers, specifically bank policies and procedures, security guidelines, and compliance with federal, state and local regulations. Performed service transactions for the financial center: check reorders, address and name changes, safe deposit box access, wire transfers, and account maintenance. Handled customer service issues by conducting research, taking ownership, and following up with customers to provide results. Performed basic account opening of deposit product accounts in an accurate and efficient manner. Supervised five (5) to eight (8) Wachovia Broward Northeast Teller Rovers. Participated actively in financial center team meetings to ensure that financial center goals are achieved. Used effective leadership techniques to generate enthusiasm and motivate team members. Grew the business through the acquisition, expansion, and retention of customer relationships using exceptional customer service, making sales referrals, and executing business strategies. Lead the financial center team in establishing an environment that achieves sales and service performance objectives. Monitored progress to meet and exceed goals and objectives. Directly managed all Human Resources processes for direct reports and managed process of teller team appraisals, disciplinary actions, individual development plans, career development, training and interviews. Served as a focal point of contact for customers by greeting, assessing needs, directing to appropriate financial center team member, and performing service transactions where needed. Managed daily financial center staffing to ensure customer service levels are maintained or enhanced. Served as the decision maker and escalation point for all service and operational issues. Made proactive calls to high value customers and identified potential opportunities for growing the customer relationship with the goal of providing one hundred percent of the customers financial services needs. Teller Manager, Wachovia October 1984 October 2005 Responsible for training, productivity and quality control of more than five culturally diverse Wachovia team members. Created an environment that achieved all sales and service performance objectives. Supervised tellers and randomly audited individual teller cash tills. Followed all security and audit measures to minimize potential loss. Responsible and accountable for cash drawers and vaults including the maintenance of appropriate cash limits and cash security at all times. Advanced knowledge of financial concepts: credits, debits, and cash handling. Knowledge of Human Resources policies and procedures: hiring and performance management. Maintained oversight of financial center daily operations: security devices. Processed all cash and check transactions, deposits, withdrawals, money orders, loan and credit card payments. Balanced cash box to system cash and check totals. Counted currency and coins to compare to system balance totals. Verified ATM deposit contents and ensured that contents reconciled with transaction amounts posted to account. Ensured that all checks met with negotiability requirements and made all necessary error adjustments to balance and settle totals. Skills and TrainingMicrosoft Word, Excel, WordPerfect, Peach Tree Accounting, Anti-Money Laundering (2007) Fraud Prevention Against the Elderly (2006), Diversity (2006), Code of Ethics (2006) Compliance and Security (2007), Time Management for Managers (2007) EducationDiploma - Dillard High School Fort Lauderdale Florida 1983 Broward Community CollegeCandidate's Name
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