Customer Service Manager
Wells Fargo Bank & The Company
Total years of experience :14 years, 4 Months
Act in partnership with the branch manager in positioning the branch team for success by fostering a positive work environment where team members are encouraged.
Motivated and developed to achieve their maximum potential by leveraging coaching and performance management tools and processes.
Responsible for managing the direction of work for several direct reports and are involved in the day-to- day operations of the teller line and the Platform (Bankers).
Customer contact which include needs assessing and referring those customers interested in a dwelling secured product to a SAFE team member.
Applying and understanding of retail compliance controls, risk management, and loss prevention.
Solid problem solving to analyze situations that require thoughtful solutions.
Directing work and monitoring performance of others, interacting positively with unsatisfied customers, developing and cultivating professional relationships.
Helping to resolve customer concerns, following procedures to minimize errors and reduce fraud by taken the appropriate decisions to reduce the Fraud
Processing account transactions effectively as well as sharing the benefit our customers may receive when meeting with a banker when appropriate.
Assist with work flow to ensure tellers are successful, consistently balance their cash daily, have great rapport with people, and enjoy helping others while maintaining ethics, integrity, and embracing diversity.
Conduct a daily, weekly, monthly huddle and meeting to discus the productivity of team members and one to one meetings.
Manage the branch personnel including training, mentoring and development; monitoring, evaluating and coaching performance; and staffing, scheduling, prioritizing, and delegating work assignments.
Professionally and actively represents the Bank in the Community by strategically participating on boards and committees, partnering with charitable organizations, coordinating and teaching financial literacy and attending local professional networking groups
Creates, drives, monitors and reports progress on branch objectives, standards and goals; develops and implements process and performance improvement solutions when gaps are identified.
Creates, drives, monitors and reports progress on branch objectives, standards and goals; develops and implements process and performance improvement solutions when gaps are identified.
Promotes a positive image of the bank; develops and maintains effective business relationships with customers, employees and retail partners; serves as a liaison between the branch and corporate departments.
Addresses and resolves complex customer service issues and employee disputes; performs and reviews tasks requiring manager level approvals.
Actively participates in bank functions and community activities as a representative of the bank.
Performs other job related duties or special projects as assigned
Resolving routine and escalated issues.
Communicating information either orally or in writing to customers, other departments, and/or senior management
Supervising work flow and quality of team members.
Working with management team to identify problems and improve customer service levels
Interfacing with other departments to resolve issues.
Communicating company and unit policy, procedures, and practices
Assisting and making employment decisions and setting performance standards.
Training and coaching staff, writing and conducting performance evaluations.
Achieving the 10 point sales process by identifying the needs of customers and provide an opportunity for their needs to be met through the purchase of products (Meet and Greet, Need Assessments, Product Presentation, and Demonstration, Trade-in Appraisal, Price/Value Discussion/Negotiation, Financial Products, Services Presentation, and Delivery)
Understands automobiles by studying characteristics, capabilities, and features, comparing and contrasting competitive models, inspecting automobiles.
Develops buyers by maintaining rapport with previous customers, suggesting trade-ins, meeting prospects at community activities, greeting drop-ins, responding to inquire, recommending sales campaigns and promotions.
Qualifies buyers by understanding buyer's requirements and interests, matching requirements and interests to various models, building rapport.
Demonstrates automobiles by explaining characteristics, capabilities, and features, taking drives, explaining warranties and services.
Closes sales by overcoming objections; asking for sales, negotiating price, completing sales or purchase contracts, explaining provisions, explaining and offering warranties, services, and financing, collects payment, delivers automobile.
Provides sales management information by completing reports.
Updates job knowledge by participating in educational opportunities, reading professional publications.
Enhances dealership reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.
Personal Loans: Managing 2 Area Sales Managers, 4 Team leaders, 90 LGs, Cross Selling Barclay's personal loans to the existing customers through outbound sales calls.
Secured Credit Cards: Managing area sales manager and 20 LGs by cross selling the Barclay's secured/non secured credit cards to existing /new to bank.
Premier Loans: Managing area sales manager and building new team ( 15 Tele/RMs ) selling to Barclay's Premier Customers the banking products of Premier loans and Premier Credit Cards .Contribute and direct contact with All Barclay's Branches Managers by referring new Premier customers .
Recruiting, interviewing & hiring new applicants to team upon new major's tasks.
Recommend new lines of business to be driven through the outlets.
Present monthly management sales reports, costs and profitability to highlight trends
Managing 20 Relationship Managers in Cairo & Alex.
Generate new business dealers, develop existing, profitable business relationships for the bank
Following up to all customers’ applications from A-Z till the delivery.
Maintains sales volume, product mix, and selling price by keeping current with supply and demand, changing trends, economic indicators, and competitors.
Senior Area Sales Manager PIL
Managing 60 Direct Sales Executive, Selling the Citibank Personal Loans to New To Bank customers.
Establishes sales objectives by forecasting and developing annual sales quotas for regions and territories; projecting expected sales volume and profit for existing and new products.
Maintains national sales staff job results by counseling and disciplining Sales; planning, monitoring, and appraising job results.
U.S Equivalency Bachelor's Degree In Hospitality Administration And Management By Educational Perspective PO Box 618056 Chicago, IL 60661-8056