Summary

Skills

Experience

Jillian Lucas

***** * ****** **, ******** AZ

Home: 623-***-****

ac9805@r.postjobfree.com

Customer-oriented Leader with strong history of leading high-performance teams to meet or exceed objectives. Dedicated and hardworking with internal drive to deliver excellence. Tactical team builder with strong background in training and team development.

Effective Leadership and communication skills

Analytical, interpersonal and critical thinking

Adaptable and self-motivating

Excellent time management

Wells Fargo Bank N.A April 2009 to November 2013

Team Lead Credit Card Customer Service

Phoenix, AZ

Oversaw team of 15+ Credit Card Representatives while facilitating floor wide performance Monitored employee performance, coached representatives daily Ran top ranked team by meeting and exceeding daily sales goals; through motivation and competition Assessed, motivated and empowered team members to perform in a manner that builds customer satisfaction and loyalty, leading to retention and growth Offered constructive criticism regarding quality assurance to team members Fostered positive employee relationships through effective communication, training and development coaching

Evaluated employee performance, identified areas of improvement and communicated plans to employees

Introduced team members to new programs/systems, products and procedures Wells Fargo Bank N.A April 2008 to April 2009

Team Lead Consumer Customer Service

Phoenix, AZ

Led a team of 20+ Customer Service agents on a daily basis while still assisting entire department Supported Customer Service in sales, quality assurance and resolution of in-coming calls to deliver top-notch customer service

Conducted team meetings

Included and/or directed projects that were successfully implemented in aiding customer service or sales goals

Wells Fargo Bank N.A July 2007 to April 2008

Resource Customer Service

Phoenix, AZ

Supported Team Lead's in Escalation Queue

Proactively identified and solved complex problems impacting not only customer's but company Oversaw various projects from conception to completion Resolved conflicts and clarified misunderstandings for clients Delivered an exceptional level of service to each customer by listening to concerns, asking probing questions and identifying the issue

Provided onsite training

Wells Fargo Bank N.A June 2006 to July 2007

Activities and Honors

Premier Management Accounts Customer Service

Phoenix, AZ

Handling of high value customers that expected first-rate quality of customer service and care Maintained composure and level-headed mentality during challenging concerns to best resolve situations and serve business needs

Provided outstanding customer service to new and long-standing customers by attending closely to concerns and developing solutions

Produced the highest level of service while exceeding elevated sales goals Sought out to be apart of a team that launched varies products (equity, mortgage, student loans) to be handled under the Premier team

Mentoring role to peers as well as assisting others reach their desired postions Helped develop tools and strategies to prompt growth and advancement Achieved top leader for over 10 quarters in house while achieving top leader for 3 quarters throughout company world wide

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