Customer Service & Branch Operations Leader

Tyson J. Burton

319-***-**** ************@*****.***

Summary

Customer-focused financial services professional with experience leading bank branch operations, supporting insurance clients, and addressing customer needs through consultative solutions. Skilled in resolving service issues, explaining products and coverage, maintaining regulatory and operational standards, and building lasting customer relationships.

Skills

•Customer Service: Contact Center Customer Service

•Microsoft Office: Microsoft Office

Work Experience

Shelter Insurance Agency Mar 2025 - Apr 2026

Owner/Operator Cedar Falls, IA

Help individuals and businesses protect their assets by the appropriate insurance products such as auto, home, life, renters, and business insurance policies. Build client relationships, identify coverage needs, generate new business, and provide ongoing customer support. Sell and promote Allstate insurance products and services. Assess customer insurance needs and recommend suitable coverage options. Maintain relationships with existing clients and provide policy reviews. Recruit, hire and develop my team.

•Provided Contact Center customer service by responding to customer inquiries, assessing coverage needs, and recommending appropriate auto, home, life, renters, and business insurance products.

•Researched customer policy questions and resolved coverage concerns through policy reviews and ongoing support.

•Used Microsoft Office to support client relationships, manage policy-related information, and coordinate agency operations.

Regions Bank Aug ‘20 - March ‘25

Branch Manager Waterloo, IA

Responsible for maintaining an engaged, operationally sound, and high performing team dedicated to improving the financial wellness of our customers. Oversaw branch operations, directly managed associate performance, and provided guidance as needed to ensure associates are helping customers reach their financial goals by understanding and meeting customer needs. Drove branch performance results through strong individual sales performance in addition to ensuring the team meets and exceeds branch sales, quality, and service goals while maintaining an operationally efficient and compliant branch. Also led customer satisfaction efforts for 15 branches

•Oversaw branch operations and guided associates in understanding customer needs, recommending financial solutions, and improving customer satisfaction.

•Resolved customer concerns and supported associates in addressing service issues while maintaining quality, service, and compliance standards.

•Led customer satisfaction efforts across 15 branches and managed associate performance to support financial wellness and branch goals.

Allstate Insurance Agency Sep 2018 - May 2020

Owner/Operator Waterloo, IA

Help individuals and businesses protect their assets by the appropriate insurance products such as auto, home, life, renters, and business insurance policies. Build client relationships, identify coverage needs, generate new business, and provide ongoing customer support. Sell and promote Allstate insurance products and services. Assess customer insurance needs and recommend suitable coverage options. Maintain relationships with existing clients and provide policy reviews. Recruit, hire and develop my team.

Cedar Ridge Insurance Services Dec 2017 - Aug 2018

Independent Producer Waterloo, IA

Strategically planning and executing a game plan to increase my book of business, and providing consulting services reflecting industry trends, and solution-based approaches. Delivering excellent service to my clients, having a positive impact on my community, and providing leadership to our team.

Aflac Feb 2015 - Jun 2017

Owner/Independent Agent & District Coordinator Cedar Falls, IA

Strategically planning and executing a game plan to expand my market share, serving as a benefits consultant to my clients and their team members through a solutions-based approach, providing excellent service to my clients, having a positive impact on my community, and providing leadership to our team.

Strategic Market Solutions Apr 2013 - Aug 2014

Senior Area Manager Buffalo Grove, IL

Growing and developing our market share in the area through solution-based information too small to medium sized businesses through our analytical process. Executing, daily, previously set warm leads as well as developing new leads within the area. Throughout all phases of the process, promoting high levels of communication team-wide to keep everyone in sync and allowing evaluation of what is and is not effective, growing our web of opportunity, and continuing to educate and improve sales-skills and current business issues. I have been able to achieve levels of cash collect that were previously thought to be unreachable in my region.

Snap Fitness May 2007 - Apr 2014

Partner/General Manager Cedar Falls/Waterloo/Hiawatha, IA

Created, established, and maintained a presence and reputation within the community that allowed us to literally change lives, by providing fitness solutions to individuals and businesses; which simultaneously increased our market share. This was a result of our emphasis on business-to-business relationships and sales. Being in a perpetual state of activity allowed me to implement systems and controls that best positioned the company and our team for success; educate team members on the processes and procedures of the organization and hold them accountable to them, as well as, their weekly, monthly, annual goals that they created; creating educational material for brown-bag lunches and other community based educational events; creating appropriate educational programs for our membership base as a whole, individual clients, and our team at all locations, in addition to partnering with local businesses; and executing all aspects of day-today operations.

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