Banking Customer Service Leader with Sales Excellence

Clarence E. “Peter” Thornhill, Jr.

Roanoke, VA • 540-***-**** • *****@***.***

Professional Summary

Experienced banking and customer service professional with a strong background in call center operations, retail banking, sales performance, and customer relationship management. Demonstrated success handling high-volume inbound calls, resolving complex customer issues, exceeding sales goals, and coaching team members in fast-paced environments.

Core Competencies

High-Volume Call Handling • Customer Problem Resolution • Sales & Cross-Selling • Banking Compliance

(BSA/NMLS) • Relationship Building • Team Training & Coaching • Performance Metrics • Operational Efficiency Professional Experience

Member One Federal Credit Union — Customer Service & Sales Feb 2025 – Jan 2026

• Delivered high-quality service by assisting members with account inquiries, transactions, and issue resolution

• Identified opportunities to recommend appropriate financial products and services

• Maintained strong member satisfaction through effective communication and problem-solving

• Position eliminated due to organizational downsizing following merger with Virginia Credit Union American National Bank — Customer Support Manager

Jun 2022 – Jan 2025

• Led customer support operations in a fast-paced banking environment

• Supervised and coached staff to improve performance and service quality

• Resolved escalated customer concerns while maintaining strong client relationships First Citizens Bank — Sales Manager & Branch Operations Jan 2021 – May 2022

• Managed daily branch operations and ensured compliance with banking regulations

• Led sales initiatives and coached team members to exceed performance targets

• Built strong customer relationships to drive revenue and retention Advance Auto Parts — HR Frontline Support Analyst

Feb 2016 – Dec 2020

• Provided high-volume phone and chat support for employee HR inquiries

• Assisted with payroll, benefits, FMLA, and employee relations issues

• Served as escalation point for complex cases requiring detailed resolution Freedom First Credit Union — Loan Officer & Business Development Jun 2013 – Mar 2015

• Originated consumer loans and developed new business opportunities

• Ensured compliance with BSA and lending regulations

• Provided financial guidance and relationship management for members Wells Fargo — Premier Account Representative

2011 – 2013

• Handled high-volume inbound calls assisting customers with account inquiries and issue resolution

• Ranked #1 in mortgage loan sales and referrals within the team

• Achieved 300% of sales goals and 275% above referral expectations

• Maintained 98% adherence to call center performance metrics

• Served as trainer and mentor for new team members Preston’s Restaurant at The Inn at Virginia Tech & Skelton Conference Center — Manager 2008 – 2009

• Managed full-service restaurant, lounge, and room service operations in a 244-room conference hotel

• Handled hiring, training, scheduling, and coaching of approximately 40 employees

• Coordinated functions and service operations for university staff and administration Education

Ferrum College — Associate Degree in Fine Arts

Certifications & Licenses

Notary Public • NMLS Licensed • BSA Certified

Awards & Community Involvement

• Top Salesman — Member One Credit Union

• Top Performer Award Recipient (2017)

• KPI Performance Award Winner (multiple)

• Volunteer: Rescue Mission Coat Drive and local charity fundraising events

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