Annette Lovato
Rio Rancho,NM
Summary
Accomplished Retail Banking Coach and Service Associate at Bank of America, adept in Performance Management and Coaching and Mentoring. Spearheaded initiatives that significantly enhanced team productivity. Recognized for exceeding performance metrics and driving quality assurance, demonstrating exceptional problem-solving and staff motivation skills.
Results-driven professional prepared for Team Manager role. Offers extensive experience in developing tailored coaching programs that drive measurable improvements. Focuses on collaborative team efforts and adaptability to changing needs, ensuring consistent achievement of goals.
Overview
19
19
years of professional experience
Work History
Retail Banking Coach
Bank of America
02.2021 - Current
- Supervised day-to-day operations to meet performance, quality, risk and service excellence.
- Collaborated with other coaches to share best practices, techniques, and insights for overall site improvement.
- AHT Champion role, identifying outliers and developing coaching strategies for site to move associates to expectations.
- Managed and motivated employees to be productive and engaged in work.
- Collaborated with other departments to resolve complex customer issues, ensuring overall company success and client satisfaction.
Customer Service Associate
Bank of America
03.2006 - 03.2021
- Managed customer issues and enhanced satisfaction by matching optimal solutions to individual customer needs.
- Assisted customers with inquiries, resolving issues promptly for improved customer retention.
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Exceeded performance metrics consistently, earning recognition as top performer within site.
Skills
- Performance Management
- Staff Training and Development
- Team motivation
- Call Monitoring
- Quality Assurance
- Complex Problem-Solving
- Performance Evaluations
- Expectation setting
Accomplishments
- Achieved Pinnacle Award through effectively helping with overall site improvement for CE
- SCA Mentor
- Initiated #noassociateleftbehing
- Initiated AHT SMART Goals
Affiliations
- HOLA Member
- MSAG Member
- LGBTQ+ Member
Timeline
Retail Banking Coach
Bank of America
02.2021 - Current
Customer Service Associate
Bank of America
03.2006 - 03.2021