Customer Support Team Lead - Banking Specialist

Jordan Martinson

Saint Paul, MN *****

651-***-**** - ********@*****.***

Professional Summary

Dynamic Customer Support Team Lead at Bremer Bank with a proven track record in team management and problem-solving. Enhanced customer satisfaction through effective communication and streamlined processes, achieving significant improvements in team efficiency. Skilled in training and mentoring, fostering a culture of continuous learning and collaboration across departments.

Skills

Team management

Escalation handling

Policy enforcement

Feedback delivery

Training and mentoring

Training and coaching

Schedule management

Team building

Inter-department collaboration

Problem-solving

Attention to detail

Effective communication

Verbal and written communication

Work History

06/2020 to 11/2025

Customer Support Team Lead

Bremer Bank – Lake Elmo, MN

Assisted team in resolving customer inquiries effectively and efficiently.

Learned company policies and procedures to provide accurate support to customers.

Coordinated with team members to streamline workflow processes and enhance service delivery.

Documented customer interactions for quality assurance and future reference.

Adapted quickly to new tools and systems for managing customer requests.

Enhanced customer satisfaction by resolving complex issues and providing timely solutions.

Streamlined support processes for improved efficiency and reduced response times.

Mentored new hires for seamless integration into the customer support team.

Fostered a culture of continuous learning by sharing best practices across the team regularly.

07/2019 to 06/2020

Customer Support Specialist

Bremer Bank – Lake Elmo, MN

Resolved customer inquiries through effective communication and problem-solving techniques.

Collaborated with cross-functional teams to address complex customer issues efficiently.

Delivered exceptional customer service experiences by maintaining a positive attitude, active listening skills, and empathetic responses to customer concerns.

Managed a high volume of inbound calls while maintaining excellent call quality standards and adhering to established procedures.

Enhanced customer satisfaction by addressing and resolving complex issues promptly and professionally.

Helped large volume of customers every day with positive attitude and focus on customer satisfaction.

06/2016 to 03/2019

Front End Manager

Menards – Maplewood, MN

Led front-end team in delivering exceptional customer service and enhancing store experience.

Implemented training programs to improve staff performance and product knowledge.

Mentored junior staff, fostering a culture of continuous improvement and accountability.

Managed scheduling and staffing to ensure optimal coverage during peak business hours.

Oversaw cash handling procedures, minimizing discrepancies in end-of-day reports through diligent monitoring of transactions.

Monitored cash drawers in 20 checkout stations to verify adequate cash supply.

Oversaw cashier operations, bookkeeping, and security.

Evaluated employee performance and made recommendations for improvements.

Education

High School Diploma

Mahtomedi High School - Mahtomedi, MN

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