Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Timeline
Generic

Andrew E. Lancour

Pensacola,USA

Summary

Experienced professional with over 15 years of customer service expertise. Demonstrated ability to ensure customer satisfaction through effective communication channels. Strong leadership skills in guiding others through example and instruction. Recognized for proficiency in handling customer inquiries and complaints. Specialized in client relationship management and financial analysis within the financial sector. Collaborative approach, analytical skills, and attention to detail drive results and support team objectives in dynamic environments.

Overview

26
26
years of professional experience
1
1
Certification

Work History

Priority Banker/Messaging Specialist/Representative

Regions Bank
11.2020 - Current
  • Provide enthusiastic, professional, quality, prompt, and courteous service to customers via messaging.
  • Analyze, research, and resolve problems and discrepancies related to customer’s accounts and loans.
  • Advise current customers by clearly articulating information about Regions Bank’s products, services, and channels.
  • Identify opportunities to strengthen customers’ financial health and recommend appropriate products and services that help them achieve their financial goals.
  • Maintain knowledge of and ensure compliance to all applicable federal and state laws, rules, regulations and Regions Bank’s policies and procedures.
  • Complete all required training while also keeping current on operational and technical knowledge required to effectively interact with and assist customers.
  • Ability to adapt and be flexible to multiple departments/leadership teams.
  • Contribute to monthly Team and/or individual scorecard goals on a consistent basis by monitoring self-performance and following action plans.

Home Improvement Specialist/Handy Man

Lancour Home Improvement Services
01.2019 - 07.2020
  • Operated Power and Hand Tools to install structures and fixtures such as Windows, frames, floorings, and trim.
  • Manages prep work for remodeling projects by plastering, sanding, and finishing.
  • Collaborated with customers to determine budget for kitchen and bath remodeling projects and final appropriate material resources.
  • Installs or replaced Audio video equipment, electrical switches, outlets.
  • Performs or conducts basic repairs, cosmetic upkeep, and simple appliance installations.

Member Service Representative II / Navigator (Trainer) / Contact Center Operations

Navy Federal Credit Union
01.2016 - 12.2018
  • Analyze, research, and resolve problems and discrepancies related to member accounts/loans.
  • Actively listens to and engages the member to ensure the right information is captured and fully utilized.
  • Probes for additional information to ensure members’ needs are fully addressed.
  • Applies critical thinking skills and demonstrates best use of resources to efficiently assist members.
  • Counsel current and prospective members about Navy Federal’s products and services.
  • Identify opportunities to cross service products and increase product penetration.
  • Trained and Mentors newly hired Member Service Representatives.
  • Built rapport with members by engaging in genuine conversations and demonstrating a commitment to their financial wellbeing.

General Manager

Jersey Mike’s Subs
02.2015 - 12.2015
  • Oversee all aspects of in-store operations, including but not limited to staffing/scheduling, food safety, inventory/stock ordering, merchandising, food cost/loss tracking, equipment maintenance, cash handling and brand compliance.
  • Responsible for ensuring the store is in exceptional order and that all employees are performing duties properly and efficiently, keeping the productive and cleaning/prepping during slow times.
  • Foster an efficient workplace bridled with fun, energy, problem-solving, and assist team members to reach their own highest potential in their current position.
  • Managed a diverse team of professionals, fostering a positive work environment and high employee satisfaction.
  • Managed budget implementations, employee reviews, training, schedules, and contract negotiations.
  • Developed and implemented strategies to increase sales and profitability.
  • Cultivated strong relationships with clients, vendors, and partners to ensure long-term success and loyalty.

Electronic Banking Specialist/Online Support

Regions Bank
11.2012 - 02.2015
  • Analyze, research, and resolve problems and discrepancies related to customer’s accounts and loans.
  • Advise current customers by clearly articulating information about Regions Bank’s products, services, and channels.
  • Identify opportunities to strengthen customers’ financial health and recommend appropriate products and services that help them achieve their financial goals.
  • Maintain knowledge of and ensure compliance to all applicable federal and state laws, rules, regulations and Regions Bank’s policies and procedures.
  • Complete all required training while also keeping current on operational and technical knowledge required to effectively interact with and assist customers.
  • Ability to adapt and be flexible to multiple departments/leadership teams.
  • Contribute to monthly Team and/or individual scorecard goals on a consistent basis by monitoring self-performance and following action plans.
  • Performed additional tasks such as Team leading and training new hires.
  • Increased company revenue 70% by selling various investment products.
  • Identified opportunities to expand electronic banking services within the organization, leading to increased revenue potential.

Plumber

KWIK Staffing
03.2004 - 01.2007
  • Install and repair water, gas, and other piping systems in homes, businesses, and factories.
  • Install plumbing fixtures, such as bathtubs and toilets, and appliances, such as dishwashers and water heaters.
  • Clean drains, remove obstructions, and repair or replace broken pipes and fixtures.

Plumber

Gerber’s Home Improvement
01.1999 - 01.2004
  • Install and repair water, gas, and other piping systems in homes, businesses, and factories.
  • Install plumbing fixtures, such as bathtubs and toilets, and appliances, such as dishwashers and water heaters.
  • Clean drains, remove obstructions, and repair or replace broken pipes and fixtures.
  • Performed regular maintenance on plumbing systems to prevent costly future repairs for customers.
  • Delivered high-quality workmanship, consistently meeting or exceeding client expectations on completed jobs.
  • Completed projects within budget constraints by accurately estimating material costs and labor hours.

Education

Bachelor of Arts - Undergraduate

Jefferson State Community College
Birmingham, Alabama
01.2004

CERTIFICATE - Business Economics (short course)

University of West Florida
Pensacola, Florida
01.2018

DATA ANALYTICS AND PROGRAMMING - in progress

BELLEVUE UNIVERSITY
OMAHA, Nebraska
06.2025

Skills

  • Goal-oriented
  • Positive
  • Excellent time management skills
  • Compliance, banking laws and regulations
  • Customer service
  • Cash handling
  • Creative thinking
  • Cash management

Accomplishments

  • Facilitated new customer service initiatives that resulted in a 90% improvement in satisfaction ratings.
  • Resolved product issue through consumer testing.

Certification

  • Regions Bank “Reach Higher” Award 2023
  • “Put People First” Award for 2014 (Company’s Highest Customer Service honor) Exceeding All RPM Metrics 2022
  • QWIK Staffing Inc. Changed Sales Practices to increase efficiency of Sales by more than 30% KWIK Jobs
  • Fastest Promoted Sales Manager and GM in Company’s History due to precision and sales
  • Navy Federal Credit Union Consistently Rated HIGHEST LEVEL of Member Service Surveys 2018
  • Navigator (Trainer)-2018

Timeline

Priority Banker/Messaging Specialist/Representative

Regions Bank
11.2020 - Current

Home Improvement Specialist/Handy Man

Lancour Home Improvement Services
01.2019 - 07.2020

Member Service Representative II / Navigator (Trainer) / Contact Center Operations

Navy Federal Credit Union
01.2016 - 12.2018

General Manager

Jersey Mike’s Subs
02.2015 - 12.2015

Electronic Banking Specialist/Online Support

Regions Bank
11.2012 - 02.2015

Plumber

KWIK Staffing
03.2004 - 01.2007

Plumber

Gerber’s Home Improvement
01.1999 - 01.2004

CERTIFICATE - Business Economics (short course)

University of West Florida

DATA ANALYTICS AND PROGRAMMING - in progress

BELLEVUE UNIVERSITY

Bachelor of Arts - Undergraduate

Jefferson State Community College

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