Customer Service Manager

Ana Yelda

***** **** **** ******, ** *****

Phone: 619-***-****

***.*****@**********.***

Skills

Self-motivated with a high level of initiative and accountability

Ability to lead a team to influence, educate, and connect customers to technology and share the value of digital banking options

Knowledge around compliance controls, risk management and loss prevention

The ability to uncover and assist with customer or employee needs to promote success

Experience

WELLS FARGO BANK, LA JOLLA VILLAGE SQUARE

January 2022 to Current

Branch Manager

Lead, manage and develop a team with complexity and risk in retail banking branch.

Make decisions and resolve issues regarding customer and team experience, risks, and growth of the retail banking team regarding regional banking business objectives.

Be a role model with deliver an exceptional customer experience and focus on building relationships

Ask question to understand customers financial needs, and work proactively to help customers succeed financially

Implement policies and procedures in alignment with appropriate regulations, as well as audit and escalation procedures

Assisted other Branch location’s due to short staffing to ensure business runs as needed.

WELLS FARGO BANK, UNIVERSITY TOWNE CENTER/SORRENTO MESA/MISSION BEACH

March 2017 to January 2022

Service Manager

Responsible for hiring, promoting, coaching and developing team members in their current as well as future roles in customer service, operations, and assessing customer needs.

Successful completion of audits in compliance with rules and regulations.

Responsible for scheduling team members to meet customer needs during branch hours.

Being knowledgeable on policy and procedure in order to maintain quality of sales and service.

Being knowledgeable and coaching the team in risk management for illegal or fraudulent activity that could affect customers and the bank.

Branch customer experience consistently meeting/ succeeding minimum acceptable requirements.

Assisting customers with maintenance on direct deposit accounts/credit accounts, working closely with partners in order to improve segmentation for different lines of business

WELLS FARGO BANK, FLETCHER PARKWAY/CAMINO CANADA

October 2013 to March 2017

Lead Teller

Satisfy all customers’ financial needs and help them succeed financially.

Exercising Excellent Customer Experience in all customer interactions.

Following procedure to minimize errors and manage risk on behalf of our customers while providing information on new products and services.

Lead by example and build rapport with all customers to help them reach their financial goals.

Handling compliance of audit operations and regulatory issues.

Assisting the Branch and Service Manager in everyday tasks such as creating the schedule, assigning breaks/lunches, ordering cash/supplies, as well as ensuring each team member is following company compliance

WELLS FARGO BANK, FLETCHER PARKWAY

April 2011 to October 2013

Teller

Process customer transactions within guidelines while providing a great Customer Experience.

Consistently asking fact finding questions to customers in order to uncover needs and recommend options to fulfill needs.

Provide excellent duties include safe deposit, merchant/vault, ATM processing, night drop, control online task, and releasing bags.

Handling compliance of audit operations and regulatory issues.

Contact this candidate