Ed Shehadeh ac0s4j@r.postjobfree.com Cell: 916-***-****

Summary of Qualification

Over 18 years of experience effectively working in customer service, sales and banking.

Efficient in generating new business by cross selling products and services to new and established customers.

Proven ability to promptly and effectively manage over 18 team members in reaching and exceeding sales goals.

Excellent interpersonal skills with the ability to build positive, solid working relationships and rapport with customers resulting in years of loyalty.

Comfortable working with team members on an individual or group level to help achieve goals.

Proven experience mentoring, coaching and supporting team members while providing feedback around customer service, sales and how to improve team’s skills.

Skills:

Sales Leadership-Sales Management-Team Member Development-Business Advocate-Coaching

Retail Banking-Phone Banking Operations Excellence-Excel Building Customer Relationships

Customer Service-Management-Operational Risk Management-Customer Acquisition-Banking

Customer Preservation Team: Progressive Insurance – Current

Assist customer with renewing policies and making payments

Update and change coverages to whatever our customer needs

Help retain our existing customers that want to leave from policy changes or increases

Build trust by understanding the unique needs of our customers, and resolving those needs effectively and efficiently

Help customers with insurance needs like adding/deleting vehicles and drivers from policies, or processing renewals, cancellations, reinstatements, and payments

Take escalated customer calls and help overcome objections by offering resolutions and great customer service.

Ability to effectively build, maintain and repair customer relationships that inspire trust

Cross-sells Progressive's products and services through benefits selling

Asks for the customer's business; addresses objections

Consistently asks for the sale or asks for the renewal

Utilizes different approaches to retain existing customers or close the sale

Assists consumers who started a quote online via the internet or mobile device

Handles inquiries or transactions for single or multiple lines of business

Identifies the customer's motive for calling, either sales or service, and understands the customer's insurance needs

Handles overflow calls from other areas as needed (commercial)

Services agency calls when required

Uses software applications (i.e., PolicyPro, FAO, OWB) to track, gather information, and answer inquiries

Shares expertise and pertinent information to ensure appropriate insurance coverage

Partners with a coach or supervisor to continually develop skills and improve results

Stays current on products, services and procedures

Remains flexible to better meet the needs of the customer

Non-traditional work hours

Customer Service Representative: Golden 1 Credit Union- 02/16-07/16

Assisted members with accounts with professional and accurate customer service.

Helped with members’ online and mobile banking.

Utilized multiple systems to assist members with online banking, bill pay, and unlocking passwords.

Assisted members with transfers from multiple accounts.

Meet and exceed daily referral goals.

Excellent skills in transitioning call to sales and referring products and services.

Customer Service Representative: Vision Service Plan 04/15-12/15

Assisted members with their benefits and explained their plans and options.

Helped members located providers and understand their insurance.

Worked with doctors and members to file their claims.

Worked with doctors in explaining the benefits and insurance to their patients.

Helped member with filing and resolving complaints.

Overcame objections and came to a compromise with members over their concerns.

Answered 100 + calls a day with FCR and excellent tone and customer service.

Over 98% adherence and customer ratings.

World class certified customer service representative.

Assistant Branch Manager: Wells Fargo, Sacramento, CA. 06/14-12/14

Proven Sales skills, by demonstrated success in consistently meeting sales/production goals

Staff Coaching in Sales techniques and achievement of retail sales goals both on the individual

Experience in processing account transactions, loan applications, new accounts

Ability to problem solve within established policies and procedures, with the understanding and compliance of all state and federal regulations and laws.

Experience in ensuring compliance with all governing regulations, especially Bank Secrecy Act requirements including: Currency Transaction Reports and monitoring and reporting as appropriate any suspected suspicious activity and all audit requirements are met and followed on a daily basis.

Managing a banking center by utilizing my leadership skills to achieve all goals – sales, profitability, team growth, compliance, excellent service

Ability to accept and perform and adapt to new job responsibilities as needed.

Able to adapt to change when required in performance of job responsibilities.

Ability to learn and utilize new technologies and systems to enhance job.

Good Oral and written communication skills in handling both employee and member relations.

Make effective referrals to other specialists when appropriate.

Develop and review the MSRs in sales, and help team improve skills.

Ensure adequate staffing for efficient branch operation.

Perform all job responsibilities with a positive approach at all times.

Advise Branch Manager of any department or branch office issues.

In the absence of the Branch Manager have working knowledge of these responsibilities to be able to work as manager.

Working very close with all possible banking partners and getting involved with community support to help with growth of my business

Manage the security and safety of the branch. By having responsibility to adhere to security and safety policies and procedures, and to alert staff to any changes.

Ensure that the opening and closing procedures, (i.e. alarms, vault, balance ATM’s, night deposits, etc.) and end of day balancing of branch are being completed by branch head teller, branch staff, and assisting when necessary.

Helping customers to succeed financially through our all-different kinds of lending services.

Sells retail banking products and services to customer and prospect.

Personal Banker 1: Wells Fargo, Sacramento, CA. 11/13-06/14

MVP Banker January 2014

2013 Leadership of WOW AWARD recipient for being top banker in greater Sacramento.

Continuously achieved sales goals after rookie quarter.

Demonstrated leadership skills and assisted with coaching of other team members at my branch.

Top personal banker for 4th quarter in my district.

Proficient in basic administrative skills.

Always welcoming to additional responsibilities.

Positive leadership skills throughout Wells Fargo career as Phone Banker and Personal banker.

Continuously promoted each year showing my ability to adapt and take on all responsibilities.

NBBC Banker Coach: Wells Fargo, Sacramento, CA. 09/12-11/13

Observed and documented skill and knowledge levels of new team members to help supervisor's evaluations and assessments

Train new team members to navigate through various banking computer systems effectively and knowledgeably

Train new team members how to use our Soft phone and Hard phone systems for taking inbound calls

Facilitate and assist in classes for new and tenured team members in training

Monitor and assess team members on calls to help enhance their call quality and sales opportunity

Helped increase team moral by providing positive feedback on team members daily

performances

Scheduling and coordinating activities, for contests and campaigns to build enthusiasm and sales

Support many team members and supervisors in resolving customer's escalations from less experienced bankers

Scheduling and coordinating team activities

Coaching one on one and groups of bankers to meet Sales, Productivity and QA requirements

NBBC Phone Banker 2: Wells Fargo, Sacramento, CA. 04/11-09/12

Responded to customer inquiries including resolving problems for Consumer and Premier customers

Referring appropriate products and services to customers in order to maintain and expand their banking relationship

Exceeding center goals for sales by promoting Wells Fargo products and services in the form of sales referrals

Consistently achieved level 5 performance in sales and referrals

Responsible for developing and maintaining my knowledge on a variety of products and services

Consumer Phone Banker: Wells Fargo, Sacramento, CA. 08/10-04/11

Proven record of exceeding sales goals by promoting Wells Fargo products and services in the form of sales referrals

Exhibit strong listening, written and verbal communication skills with team member and management.

Demonstrate self-motivation, a positive attitude, have the ability to work well on a team and have a solid work history

Handling each customer with a friendly, courteous tone while following strict procedures in VL for various types of inquiries and requests

Demonstrated ability to problem-solve team member inquires

Worked with peers in creating team competitions and games to increase sales referrals

Met and Exceeded team goals in Consumer Phone Bank service levels

Collections Representative I: CRSI, Sacramento, CA. 01/10-06/10

Contracted through Sacramento county to collect on a variety of loans including pay day loans

Collected on delinquent accounts that were 30, 60, 90 day past due

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Utilized different resources to find customers that had refused to pay on accounts that were past due.

Overcame objections

Created payment plans for customers

Lead Collections Representative: First Union Bank, Sacramento, CA. 4/98 – 12/2004

Collected on First Mortgage loans and credit cards

Worked with HUD, FHA loans

Created payment plans for delinquent customers

Worked with other teams to work out modifications on loans

Skip traced different customer’s information and helped locate customers

Worked on accounts that were 30, 60, 90 days delinquent

Handled irate customer’s complaints and resolved all customer issues

Retained customers’ accounts that were defaulted

Sr. Collections Representative: The Money Store, Sacramento, CA. 03/93- 04/98

Worked on loans that were first mortgage refinanced through the money store

Sears siding home improvement loans

Collected on loans that were delinquent and also assisted with customer making payments on loans that are current

Worked with team in coaching them on how to overcome objections and get customers that were delinquent to pay on loans

Assisted team in making payment plans for our customers

Worked with FHA, HUD loans and worked with government regulations and guidelines to insure we were abiding by the laws in place

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