Customer Service Sales

PERSONAL OBJECTIVE

My personal objective is to seek a full-time position with a prestigious company, where I can further develop my financial services and/or customer service career by using my knowledge and experience in the financial services and customer service industry.

CHARACTERISTICS/SKILLS

• Positive and Friendly Personality

• Hard and Prolific Worker

• Strong Interpersonal Communication Skills

• Good Listener and Direction Follower

• Quick Learner and Willing to Take on Tasks Outside of Regular Required Duties

• Strong Attention to Detail, Time Management, and Organization

• Responsible, Reliable and Professional

• Patient and Empathetic

• Computer Literate and Strong Knowledge of All Microsoft Office Products

• Proficient Using Ten Key and Adding Machine

• Notary Public

WORK HISTORY

2003 - Present, Senior Lead Sales Banker, Wells Fargo

As a senior lead sales banker I manage a team of sales bankers that receive inbound customer calls in a call center environment. They deal with numerous customer transactions, account opening procedures, and different customer questions and issues on a daily basis. My main focus is to make sure my team provides professional customer service over the telephone while profiling customers’ account relationships for referral opportunities for other products and services that would benefit the customer's financial well-being with the bank. I set weekly and monthly goals for my bankers and help them strategize the necessary ways for them to achieve their goals and succeed for my sales team. I have the authority to override any action that a sales banker on my team cannot complete and I also take all escalated calls from my team or help them de-escalate their call so they can stay on the call and have an opportunity to cross-sell to the customer on the phone and complete the phone call. I also review calls daily for quality assurance and proper and professional sales techniques. After reviewing the calls I provide my team with the proper coaching sessions they need to help them better their productivity, quality and effectiveness of their calls.

My job has provided me with the training and experience to learn what it takes to provide quality customer service to customers in a fast paced environment. My job has also helped me become strong at profiling customers’ relationships with our financial institution and has taught me that building a strong rapport with customers while servicing their individual needs is a key component in maintaining and establishing a long term relationship with our financial institution; always looking towards the larger picture, which is trying to improve the customer's financial well-being by providing the customer with the most beneficial account products and services and a positive customer service experience.

Before I became a senior lead sales banker I was a teller and operations supervisor at an in-store retail branch. I focused mainly on employee sales, cashiering and branch operations. I developed different sales and marketing strategies for banking products and services and helped employees familiarize themselves with sales and product knowledge. I problem solved and made impromptu decisions when I was a manager on duty and dealt with customer concerns and issues on a daily basis. I handled the general ledger for the branch and was in charge of overriding transactions for employees at the teller line. I signed off on teller balancing records and was responsible for monthly drawer and vault cash audits as well. I also handled official and travelers check, flex spending, and expense accounts record keeping and auditing; while always being responsible for making sure employees followed bank policy, regulations and compliance. I also am experienced in balancing the ATM and vault, and properly opening and closing the branch in accordance to the policy procedure rules.

Working at an in-store retail branch helped me create a strong knowledge of the banking industry and its wide range of terminology, services and products. It also helped me garner the knowledge to create my own cross-selling and sales techniques in order to become very comfortable with talking to customers about different products and services that could be offered to them. I learned the importance of providing excellent customer service at all times, to all customers, no matter how difficult or stressful the situation might be. That knowledge gained and used led to my promotion to become a supervisor and gave me the manager experience I needed to become confident at successfully leading by example and established the initiative to become more team oriented in able to lead a productive team by effectively working together and being able to analyze situations in order to problem solve and work in a prolific and efficient manner. I also excelled as a top sales performer and leader for my branch receiving various recognition reviews and accolades for my personal and branch sales performances and productivity.

EDUCATION

2004 - 2006, Normandale Community College, General Studies

1998 - 2002, Apple Valley High School, High School Diploma

REFERENCES

Priyadarshine Singh, Business Manager, 763-***-****

Linda Waters, Community Housing Supervisor, 612-***-****

Sgt. Desmond Jones, US Army Recruiter, 612-***-****

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