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YYYYYY X. YYYYYY
P.O. Box 0000 xxxxxx xxxx , xxxx , xxxxx 00000 661-645-9283 abc@xyz.com
Summary of Qualifications
Award-winning customer service and team management leader with a work history of stellar achievement.
Earned multiple awards during tenure with Bank of America for exceeding performance metrics, including diamond, gold, silver and bronze awards, as well as for leading a Top 10 Customer Assistance Center.
Experience creating highly-productivity teams to maximize their potential and excel.
Outstanding listening, verbal communication and interpersonal skills to work well with a variety of key stakeholders, from clients to colleagues to vendors.
Solid team training, oral presentation and curriculum development skills to teach best practices.
Proficient with Microsoft Word, Excel and PowerPoint.
Professional Experience
Team Management/Training:
Built and led a team of up 12 personnel to maximize their individual potential and excel.
Trained, mentored and coached team members on best practices of customer service and operations.
Conducted training via one-on-one sessions as well as before large groups at seminars.
Led weekly meetings to review performance, identify areas for improvement and set goals.
Delegated responsibilities to individual personnel based on their unique skills and abilities.
Collaborated effectively with personnel across multiple departments, including managers.
Administrative/Event Management:
Led daily operations of a retail branch and all associated administrative matters.
Ensured adherence and compliance to corporate policies and procedures and service level agreements.
Planned special events while serving as Planning Committee Chairperson and Head Chair for An Odyssey of Success Event for Associate Networking.
Customer Service Management:
Proactively resolved complaints from customers in a timely and efficient manner.
Maintained diplomacy and tact when communicating with frustrated or irate clientele.
Identified reasonable, logical and practical solutions to resolve problems and maintain client loyalty.
Work History
Bank of America
Jan. 2010-Present
Assistant Vice President, Resolution Advocacy (Dec. 2014-Present)
Assistant Vice President, Customer Assistance Center Manager (July 2011-Dec. 2014)
Assistant Vice President, Mortgage Fulfillment Manager (Jan. 2010-July 2011)
Wells Fargo Home Mortgage
June
2000-Dec. 2009
Office Manager/Supervisor (Nov. 2008-Dec. 2009)
Processing Team Supervisor (June 2000-Nov. 2008)
Education and Designations
Associate of Arts (AA), Moorpark College; expected June 2017
Notary Public, State of California, Commission No. 2069927; expires May 2018
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