Delona Matthews

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

White Stone, VA 22578

Cell 804-***-****

I am an effective communicator with the ability to delegate clearly. I have proven to be a creative thinker that works efficiently in fast-paced environments, while producing quality results. I have managed projects, people and processes that demand constant improvement. I have been involved in fundraising and developing a strategic financial growth plan throughout my career. I have an extensive background in retail service & sales and I am confident that this position would be a good fit for me.

Experience and strengths include:

30 + years of leadership/management/implementation experience and training

25+ years of financial literacy, resolving complex problems and providing excellent customer service

Project management, coordinating across Wells Fargo Virtual Channels and WF Advisors

Ability to work and partner in the community to support community events and initiatives

Strong technical abilities including report analysis and creation, incentive and script creation

Management experience concerning staffing, performance appraisals, promotions, salary recommendations,

performance management and terminations

Ability to inspire leaders and bankers to perform and exceed all goals and compliance requirements

Ability to implement process efficiencies to improve customer service and team member experience

Excellent verbal, written, and interpersonal communication skills with partners and senior management

30+ years sales experience including credit product sales

Wells Fargo Bank, Richmond, VA - Phone Bank Manager/Vice President - 01/01/2007 to 5/01/2020

Led Six Consumer Team Managers and six Phone Banker Assistant Team Managers who led approximately 120 front-line Consumer Service teammates

Ensure that leaders are adequately supporting and motivating teammates to provide excellent customer service and support Wells Fargo’s vision and values by offering services and products to meet our client’s financial needs

Coach my leaders and bankers to find solutions, including digital services and financial health conversations

Assist with leader’s/banker’s development and career goals

Analyze daily results and recommend activities to achieve aggressive goals

Wachovia Bank, Richmond VA - Financial Sales Leader, 07/01/05 to 01/01/2007

Led 11 – 14 Financial Specialists

Responsible for all coaching and development to exceed sales/service goals

Team was a top performing team at our site and consistently exceeded goals

Team achieved most profiles each month

Profiles help our bankers better understand client financial goals and needs

Wachovia Bank, Richmond VA - Outbound Service/Sales Unit Leader, 07/01/02 to 07/01/05

Led up to fifty outbound Phone Bank Representatives to make outbound calls to potential and existing customers

Primary duties were to maximize productivity, manage the various outbound projects and develop all employees

Analyzed list performance and made recommendations to upper management

Bankers called existing clients to explain the benefits of various credit cards and debit cards

Responsible for all reporting, script creation, script and list analysis, employee hiring and quality management

Worked with a number of partners within Wachovia Direct Access and MBNA America to ensure the Richmond Dialer Team was supporting the overall business strategy and also developed several in house initiatives to deepen client relationships

Wachovia Bank, Columbia SC - Team Leader, 03/98 to 07/01/02

Managed outbound sales and service bankers who dialed customers manually and with a dialer to enhance the client relationship

Bankers called existing clients to offer them credit and debit products

I worked with the manual PRO (Outbound Sales) bankers and improved sales by 180% the first year. I also led the Wachovia at Work program and the temporary Employee Financial Services team.

MBNA America, Brunswick ME - Section Manager, 6/1/95 to 2/1/98, Outbound Telemarketing/Sales - Telesales/Balance Maximization

Manage up to 37 Representatives and develop their sales/service abilities

Responsibilities included maximizing productivity and being responsible for a sales team in the outward telemarketing department

My sales team consistently exceeded goals and became one of the top ten teams out of 130 in the company

Education

Southern Wesleyan University - Columbia, SC, Degree-MS, Major-Science Management

University of Maine - Augusta, ME, Degree-BA, Major-Social Science, Minor-Psychology

Prairie State College - Chicago Heights, IL, Degree-AS, Major-Interior Design

Southern Maine Technical Institute, South Portland, ME, Degree-AS, Major-Culinary Arts

Community Service

I coordinated and led the Financial Literacy for Youth Program in Richmond. I partnered and coordinated with school liaisons, WFVC, the Wells Fargo Branches and Urban Financial Services Coalition to get volunteers out to the Richmond schools and provide financial literature and guidance to our high school students.

Shady Grove YMCA in Glen Allen – Volunteer 2013 to 2018

Other Achievements

Leadership Metro Richmond - Graduate 2016

The President’s Volunteer Service Award 2014

Prior to MBNA I went to school and worked in the retail/restaurant customer service while I was attending college. I was also co-owner of a retail business in Chicago Illinois for three years. My education as well as my retail service experience helped me to succeed at MBNA and at Wells Fargo. My diverse background brings in new ideas and creative solutions.

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