David Welch

**** ****** ***** ** ********* MI, **346

Phone: 248-***-****

Email: adt6cc@r.postjobfree.com

adt6cc@r.postjobfree.com

SUMMARY

Self-motivated, focused, and results oriented. Strong work ethic and attention to detail. Excellent written and oral communication skills. Ability to build rapport and identify a customer’s needs with a high-resolution rate. Leader by example and humbled by opportunity.

PROFESSIONAL BACKGROUND

Comerica Bank, Auburn Hills, Mi 2016-Present

RSC Team Manager- First Level officer

Provide 1st level support for close to 3,000 internal users.

Basic trouble shooting for technological & hardware issues.

Manage 14 direct reports to a successful or higher rating through monthly KPM’s in areas such as: Workflow, Schedule Adherence, Retention and Risk & Compliance.

Met or exceeded desired metrics in: Abandonment rate, Survey Results and Quality Assurance.

Review documents monthly for accuracy & compliance in the following categories: Reg CC, Wires & Ira Rebuilds and any unclaimed or Monies found in or around the Banking Centers.

Completed aging reports for full audit- processed and scanned required documents for audit.

Installation/set up of RSC Time clocks- was the SMHE for time clock servicing for both RSC/ITM agents. Paired with ADP and Steve Adragna.

RSC Allego Champion- Was the SMHE for the RSC in creating the RSC Allego page along with training videos to be used on Both ITM & phone side.

IRA/CD Escheats- Worked directly with Karen Paholak, Jessica Slone-Azevedo from LPS on escheats for over 300 CD’s & IRA’s.

09 Status Review- Partnered with Lynn Hughes, Kate Fok & LPS to process closure on DDA accounts.

Canvas Course- Assisted in building a course for new hires and reskill current agents.

Product Captain for new GL account system- Digifi/Workday

Experienced in Dash services for Bc’s and the digital mail product system

C3 Agent Team lead (Grade 30)

● 2019 Executor of Excellence award recipient

● Performed side by side encouragement and coaching’s along with providing floor coverage for C3.

● Top performer in quality, sales, referrals, and productivity with limited phone time (4 hrs. a day).

● Lead team briefs/huddles (QA reports, sales and referral techniques, and adherence numbers).

● Assisted in pilot programs including Mastercard BOTS Testing, Blended Agents transition, Converge Coverage & Tier up transitions. Was a SMHE for the Pega filing system and IVR fallout callbacks.

● Was a SMHE for the Pega filing system and IVR fallout callbacks.

● Hands on with the onboarding process of new hires and temporary agents.

Card Service Specialist 28/Blended Skills Agent Tier 3

●Able to process some team lead activities and skills already (102 RTD, temporary limit increases, authorizations of releases, and other services).

●Top performer in quality, sales, referrals, and productivity. (2017-2018 top agent in referrals and products booked).

●Lead team briefs/huddles (QA reports, sales and referral techniques, and adherence numbers).

●Assisted in pilot programs including Mastercard BOTS Testing, Blended Agents and Converge Coverage, Online banking responses along with promoting team competition to raise numbers.

Timberland Grounds Management, Auburn Hills, MI 2009-2016

Crew Leader/Landscape Architect/Marketing and Sales Representative

●Managed client accounts- Residential & Commercial.

●Managed and coordinated weekly routes for 5 lawn care & snow removal teams.

●Supervised a team of 3-7 fellow leaders.

●Marketing and Sales Representative.

●Responsible for maintaining customers, as well as obtaining new customers for the upcoming season.

●Prepare and present bids to current and new customers for services needed.

Palace Sports & Entertainment, Auburn Hills, MI 2004-2016

Crowd Control Services

●Provided a security presence for all venues and all events: The Palace of Auburn Hills, DTE Energy Music Theater, and Meadowbrook Music Hall.

●Held a permanent floor spot for the NBA (these are given based upon outstanding performance and hold a higher level of responsibility & awareness). Provided security for visiting team locker room.

●Lead trainings and shadow sessions for new hires & transfers.

Skills

External Focus: Maintain great relationships with internal customers and strive to ensure their needs are met. Assist, coach & develop agents in their journey with Comerica Bank. Dedicated leader from the onboarding or new hire stage all the way to transition and tiering up.

Passionate: Make every effort to do the right thing for my direct reports, fellow leaders & customers.

Accountable: Responsible for my actions and strive to learn from customer and peer feedback.

Technical Skills: Microsoft programs, NCR, Hogan, Trio, AWS, Converge, Portfolio Viewer, Allego, Digifi, Digital Mail.

Education

Oakland University, Rochester Hills, MI June 2005

Bachelor of Arts and Science in Journalism and a minor in Communications and Sales/Marketing.

Internship for the WNBA’s Detroit Shock from 2004-2005 in Media Relations and Operations.

REFERENCES

Todd Music

Comerica Bank

Retail Banker Group MGR

Office: 248-***-****

adt6cc@r.postjobfree.com

Patrick Burns

Timberland Grounds Management

Owner

Office: 248-***-****

adt6cc@r.postjobfree.com

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