Allan Intriago Fontanez
Lewisville
Summary
Motivated professional with experience in training and coaching individuals on company policies and procedures. Handles escalated banker issues effectively, maintaining results and satisfaction. Focused on establishing clear performance metrics to track team progress and drive continuous improvement through tailored coaching.
Ability to educate and connect with all kinds of bankers in different paces and scenarios.Energetic and motivating individual with talent for guiding others to achieve their best. Possesses comprehensive knowledge of banking operations and financial products, coupled with skills in coaching and mentoring. Committed to driving team performance and enhancing customer satisfaction.
Overview
3
3
years of professional experience
Work History
Customer Service Representative
Wells Fargo
11.2023 - Current
- Provided product information and account updates to enhance customer satisfaction.
- Assisted in training new team members on company policies and procedures.
- Handled escalated issues, ensuring timely resolution and maintaining customer trust. Ensuring new or established bankers of how successful they can be with the right tools.
- Collaborated with cross-functional teams to streamline service processes.
- Coached team members in techniques necessary to complete job tasks.
- Evaluated employee skills and knowledge regularly, training, and mentoring individuals with lagging skills.
- Established clear performance metrics for the team which helped in tracking progress towards set targets effectively.
- Analyzed performance data to tailor coaching sessions for individual team members.
- Mentored junior bankers, fostering professional development and growth within the team.
- Have participated in many meetings and training sessions to improve team performance. Participated in several Quarterly Champion Events, volunteer to help waves of new bankers both English and Spanish know their tools and resources to help our customers and know how to get started in the banking field. Supported management countless times with helping of new hires and even tenured bankers with customer inquiries in an urgent manner.
Education
High School Diploma -
Northwest Highschool
Justin, TX08-2015
Skills
- Active listening
- Critical thinking
- Data entry
- Bilingual
- Accountability
- Follow-up skills
- Product knowledge
- Team development
- Staff training
- De-escalation techniques
- Building rapport
Timeline
Customer Service Representative
Wells Fargo
11.2023 - Current
High School Diploma -
Northwest Highschool