Customer Success Quality Assurance
Resume:
John Michael Salem
Training & Development
Customer Success
ad39jg@r.postjobfree.com
linkedin.com/in/john-michael-salem
Charlotte, NC
SKILLS
Training & Development, Customer Success Management, Project Management, Quality Assurance, Risk Management, Relationship Building, Process Improvement
Technologies
Data Warehouse, Mapics, Excel, BOLT, AS400, Service Now, BETA, MS Office, Sharepoint
General Management
Six Sigma, Lean Six Sigma
EDUCATION
University of North Carolina
Bachelor of Arts, Biology
Community Impact
Trellis Point HOA Board
Treasurer and Landscaping Chairman form 2017 to present
SUMMARY
Customer Success Manager skilled in cross-channel relationship building. Interactive training and development leader focused on coaching and mentoring to drive performance levels.
RELEVANT EXPERIENCES
Airetel Staffing 10/2022 to 03/2024
Vendor Specialist HR Compliance for American Airlines
●Fingerprinted employees to comply with TSA requirement.
●Verified Individuals identity prior to fingerprinting.
●Confirmed the quality of fingerprints prior to submitting to the state.
●Reviewed Fingerprint Application for accuracy and completeness.
Wells Fargo 03/2017 to 11/2021
CUSTOMER SUCCESS MANAGER
●Manage team of 40 Client Service Representatives (CSR); train, coach and mentor to drive departmental results and better meet KPIs. Over a 6-month period department errors decreased by 80%.
●Conduct over 25, 6-week onboarding training courses for 20-30 CSRs. Used 80/20 model to ensure a minimum of 80% course pass rate.
●Created and implemented preparedness evaluations and mentorship pairings to ensure trainees are knowledgeable about product offerings and feel comfortable making recommendations to customers.
●Developed, trained and evaluated new software for sending customer requests to operations for processing.
●Worked with partners to improve forms and processes. As a result the customer was able to complete their requests online or provided standing instructions.
●Reviewed all policies and procedures for accuracy and compliance.
Wells Fargo 08/2015 to 03/2017
CUSTOMER SERVICE TEAM LEAD
●Support team of 18 Client Service Representatives; trained, coached and mentored to drive an increase in proficiency in knowledge of product resulting in an increase in phone calls answered within one minute from 20% to 70%.
●Conducted upscale training and bi-weekly cross site meetings for the Manila, Philippines Call Center.
●Represented divisions with projects concerning Apple Pay, Google pay and Samsung pay applications to provide divisions needs and requirements.
Wells Fargo Advisors 09/2011 to 08/2015
CUSTOMER SERVICE/SUBJECT MATTER EXPERT
●Created process maps to support business direction.
●Trained all new team members and created training guides on 30 topics.
●Subject matter expert on 13 products such as checking, IRA’s and 4 types of brokerage accounts.
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