Sales Customer Service

Lynn R. Beltrano

**** ********* **

Concord, CA 94521

Home: 925-***-**** Cell: 925-***-****

****.*.********@**********.***

OBJECTIVE: To join the Online Customer Service Resource Planning Team.

EMPLOYMENT HISTORY:

Wells Fargo Bank. February 2, 2008 -Present

CSR 4 - Team Lead

Presently working back in my active position as Team Lead, with primary focus on Key Driver Metric

Goals for the team and each team member, as well the entire MPP metric goals for the bankers and the

team, as well as myself as Lead. Led and developed the New-Hire Sales Teams for BOB and Consumer.

Learning & Development Project to train new Bankers for Sales, based on the Sales Training I developed

and presented to all BOB New Hires. Every team I trained met and exceeded Core Unit and Profit Goals.

Strong ability to motivate and provide provens Sales Teams.

Currently perform and time manage my detailed daily tasks beginning with Key Driver Metric analysis of

each banker inclusive of being responsible for day-to-day/as needed coaching and supervision of phone

bankers. Top BOB KDM scores for Concord as a team. All MPP goals are analyzed by me, per banker

and reported to bankers as well as my Supervisor. I have strong experience observing trends in banker

performance, service levels, staffing and am very detail oriented. Excellent at developing strategies to

meet and exceed goals as well as developing short and long-term stratgies, including working on small to

large projects to achieve ultimate results. My strengths are forecasting changes/issues before they occur,

based on data and trends, compiling and delivering to my Supervisor the information and suggestions so

we may coordinate together for ultimate results. Extremely detail oriented. Currently perform updates to

banker's schedules as needed, managing my time, which also requires compiling data and reporting. Have

a strong technical data-networking background and problem-solving abilities. Understanding of schedule

changes and adjustment come easily to me. Work very well independently and as a team. Have worked

closely with several Managers, including Rob Cole and Aaron Kale for Sales, Denise Thomas, Sales and

Brian Baxten on analysis of call types, etc. Extremely quick at troubleshooting and reporting process

gaps and problems as needed to my Supervisor/Managers. Consider myself to have advanced knowledge

of Operations Support, such as scheduling, staffing, planning and Administration. Excellent Verbal and

Written skills. Advanced knowledge of MS Office tools. Extremely self-motivated, vast experience in

handling high volume-multi-task workload.

Wells Fargo Bank

CSR 3 - Executive Office December 2005-Feb 2008

Strong experience in handling and working escalated calls in addition to complex customer issues for

Business Online. On project teams, led focus groups, implemented idea used for Direct Pay by San

Francisco. Identified, determined and executed resolutions for Private Banking Customers, worked

closely with Resolution bankers, store bankers, Commercial Electronic Office, handling all forms of

maintenance within the bank systems. Worked closely with Tech department and Wells Fargo Complex

Department. Coached bankers on calls and processes and procedures.

Wells Fargo Bank

CSR 1 - Business Online October 2004 - Dec 2005

Inbound calls, pilot programs for CIV/Portal and use of bank systems to service customers such as

CIV/CSA/Hogan/CCM, etc.

--Solid working knowledge of standard software systems including Outlook, Word, PowerPoint and Excel

-Ability to develop and facilitate training materials in a timely manner

-Demonstrated abiltiy to work closely with peers and business partners to identify needs and recommend

solutions

-Demonstrated ability to work with changing priorites and schedules

-Strong verbal and written communication

-Work independently with little supervision and knowlegable on policies, procedures, products and

services

-Able to engage an audience

Contact this candidate