Customer Service Sales

Michelle Leone

**** ******** **** ***** ****, TX 78665- ********.*.*****@*****.*** 512-***-****

Training and Development

Proven ability to coordinate, plan and support training and design for staff and decision-makers, including partnering with HR and management teams to meet strategic goals.

Detail oriented with commitment to produce consistently accurate and quality work.

19+ years of versatile experience in administration, accounting support, training and customer service.

Dynamic collaboration and mentoring talents; lead teams to top productivity and retention.

Professionally manage confidential information and serve as effective first point of contact.

Highly focused and results-oriented; continually stay ahead of schedule, identify goals, and priorities and resolve problems in initial stages.

Proficient in Microsoft Office applications and proprietary databases; demonstrated aptitude for quickly learning new policies, procedures and business systems.

Professional Experience

Wells Fargo Private Mortgage Austin, TX 2010 to Present

Supported the Private Mortgage Banking Sales Team, in recruiting, onboarding training and the overall branch goals and profitability.

Area Administrative Assistant (2010 to Present)

Contributed support to a successful mortgage banking team by reviewing and hiring candidates onboarding and off boarding marketing delivering continued support to new hire mortgage bankers . Supported the review and monitoring of new hire performance standards in sales / service and policies and procedures compliance. Tracked new hire monthly progress, generated monthly reports and maintained personnel / HR documents pertaining to the area sales team.

Key Contributions:

Performed recruiting tasks and procedures supporting the Private Mortgage Area Sales Manager for potential candidates for the entire state of Texas.

Continually collaborated with human resources, recruiting and marketing partners to meet strategic staffing goals while ensuring open communication channels.

Assumed responsibility of reviewing area and branch general ledger reports and expense management for the private mortgage sales team.

Consistently provided support to area branches for branch risk reviews, lock extensions, assisting with new hire onboarding and i-9 input.

Designed and developed area recognition emails to the sales team.

Organized and planned area annual meetings and offsite training events.

Compiled data and various reports on a daily basis.

Wachovia/Wells Fargo Bank Austin, TX 2005 to 4/2010

Promoted through progressive administrative, leadership, training and customer service roles for leading banking institution.

Retail Teller Training Coach (2007 to 4/2010)

Built strong sustainable teller teams by hiring candidates with strong communication talents, delivering motivating coaching and facilitating classroom training. Evaluated new hire performance in sales / service and policies and procedures compliance. Tracked new hire scores, generated monthly reports and maintained personnel / HR documents pertaining to new hires. Identified opportunities for coaching and directing new hires in career development paths.

Key Contributions:

Formally led new hire orientation for Austin and San Antonio districts and dynamically delivered 2-3-day trainings to customer service / sales staff and managers.

Continually collaborated with human resource, recruiting and marketing partners to meet strategic staffing goals while ensuring open communication channels.

Assumed responsibility of facilitating conference calls across departments designed to support and improve branch performance and audit scores.

Consistently met deadlines by analyzing priorities and applying highly effective time management, prioritizing, organization and project coordination skills.

Designed and developed training assessments to evaluate new hire comprehension.

Initiated “teller buddy team” to assist with monitoring new teller performance functions.

Served as highly dedicated and only Training Coach in Central Texas area.

Administrative Lead (2005 to 2007)

Delivered efficient, timely and accurate support to 5 regional marketing managers; ensured smooth administrative and daily operations. Generated reports, updated calendars and scheduled meetings and conferences. Input, stored, retrieved and integrated information into business systems. Answered, screened and directed calls to managers. Scheduled facility and office equipment repairs and maintenance. Distributed mail and interdepartmental memos. Developed and modified documents, including invoices, reports, memos, business communication materials and financial statements using Microsoft Office. Scheduled travel arrangements and tracked expense accounts. Supported special events and projects.

Key Contributions:

Streamlined administrative operations by designing user-friendly forms.

Served as first point of contact for customers and tactfully resolved problem areas.

Stayed ahead of schedule and provided prompt and organized support to decision-makers.

Teller Manager (2005)

Hired to supervise teller operations for financial center. Hired, trained, mentored and coached 5 team members in sales and service strategies. Provided quality customer service and recognized referral opportunities. Collaborated with branch manager to meet strategic business and customer service goals. Ensured compliance to organizational policies and procedures. Processed ATM functions and cash shipments. Opened and closed branch.

Key Contributions:

Continually promoted positive team environment and coached team members in reaching goals, resulting in excellent morale and retention.

Strategically scheduled staff to ensure adequate coverage while maintaining cost controls.

Achieved high branch audit scores.

Bank of America Pasadena and Los Angeles, CA / Fort Worth, TX 1997 to 2004

Premier Relationship Specialist (2004)

Delivered support to customer service operations and staff by processing and reviewing auto loan documents, credit reports and payment information. Investigated, researched and resolved missing deposits and non-posted entries in customer accounts, as well as set up trust accounts. Processed auto loan and credit card applications. Key Contribution:

Maintained excellent team productivity rates and ensured critical customer documentation, application and account accuracy.

Personal Banker (2003 to 2004)

Established and fostered productive client relationships, assessed customer banking needs and offered products and services. Opened and processed accounts, evaluated credit / auto loan applications and documented, reviewed and closed loan packages. Key Contribution:

Focused on promptly resolving customer issues, resulting in high customer satisfaction rates.

Networked at business and community events to ensure positive public relations.

Senior Teller (1997 to 2003)

Provided customer service and recommended banking products and services. Coached, mentored and trained new tellers. Key Contributions:

Earned multiple awards for highest number of teller referrals.

Consistently met quarterly goals by transforming service issues into sales opportunities.

Recommended additional coaching for tellers, resulting in higher level of customer service quality.

Education

Bachelor of Science in Accounting Control Systems

University of North Texas, Denton, TX

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