Chico Lopez
Beaverton,OR
Summary
Dynamic leader with extensive experience at Wells Fargo Bank, N.A., excelling in team development and customer service. Proven track record in process improvement and issue resolution, enhancing customer satisfaction. Adept at training and mentoring, I leverage critical analysis and effective communication to drive team success and achieve ambitious goals.
Overview
27
27
years of professional experience
Work History
Executive Office Escalations Team Lead
Wells Fargo Bank, N.A.
Hillsboro, Oregon
07.2017 - 10.2023
- Led and nurtured teams of up to 12.
- Executed intricate administrative and customer support functions by overseeing daily schedules and guiding team efforts.
- Interacted with internal and external customers to resolve complex issues.
- Facilitated establishment of performance standards and recommended process improvements to elevate customer satisfaction.
- Delivered subject matter expertise in banking regulations and procedures.
- Guided peers and facilitated onboarding processes.
- Facilitated Managers' access to contacts for procedure updates via strategic networking.
- Partnered with supervisors and peers to design and conduct live training sessions enhancing team understanding of processes and procedures.
- Developed tools to streamline workflow and improve efficiency for team operations. enabling teams to manage high volumes of work, including reference materials for swift information retrieval, and training resources for effective utilization of complex systems in research.
Card Executive Office Research Remediation Associate
Wells Fargo Bank, N.A.
Beaverton, OR
03.2016 - 07.2017
- Investigated highest-level complaints and relayed resolutions directly to customers.
- Enhanced company policies and procedures to mitigate regulation breaches, ensuring compliance.
- Established practices to streamline business processes.
- Delivered support and direction to Private Bankers.
- Collaborated with Supervisors and Managers to successfully execute special projects.
- Guided and developed peers alongside onboarding new hires.
Card Services Team Lead
Wells Fargo Bank, N.A.
Beaverton, OR
06.2008 - 02.2016
- Directed and cultivated teams of up to 24 representatives, fostering a collaborative environment to achieve team goals.
- Coached representatives to meet ambitious sales and servicing objectives, contributing to overall team success.
- Managed team efforts to ensure adherence to compliance and regulatory standards.
- Mentored peers to strengthen team performance and collaboration.
- Collaborated with managers across departments to implement procedure changes that improved customer and company experiences.
- Addressed representative inquiries promptly to ensure efficient resolution.
- Performed in-depth research and ensured prompt follow-up on intricate matters.
Card Services Premier Representative
Wells Fargo Bank, N.A.
Beaverton, OR
02.2007 - 06.2008
- Provided exceptional sales and service to high-value Credit Card customers.
- Resolved complex customer issues, enhancing overall customer satisfaction.
- Assisted team leads in managing escalated calls amid high call volumes.
- Documented suspicious activity, contributing to theft prevention efforts.
- Created reference documents, supporting peers in achieving company goals.
- Supported enhancement of policies and procedures.
Card Customer Service Representative
Wells Fargo Bank, N.A.
Beaverton, OR
11.1998 - 02.2007
- Resolved customer issues using tailored sales strategies, enhancing customer satisfaction and loyalty.
- Met and exceeded company goals, contributing to overall team success and performance.
- Achieved prestigious awards for exceptional service quality, enhancing company reputation and customer satisfaction.
- Trained and developed fellow representatives, improving team knowledge and service quality.
Department Team Lead
Target
Hillsboro, OR
08.1996 - 11.1998
- Drove revenue growth through targeted sales strategies
- Supervised and trained team of 5 to enhance performance and collaboration
- Collaborated with representatives on special projects and events to achieve objectives
- Monitored and safeguarded high-end merchandise to protect assets.
Education
High School Diploma -
Glencoe High School
Hillsboro, OR06-1997
Skills
- Customer service
- Research and analysis
- Effective communication
- Collaboration and teamwork
- Mentoring
- Problem solving
- Critical thinking
- Conflict resolution
- Risk management
- Networking
- Organization and time management
- Multitasking
- Detail-oriented
- Adaptability
- Process improvement
- Intermediate Microsoft Office Suite
- Sales expertise
Timeline
Executive Office Escalations Team Lead
Wells Fargo Bank, N.A.
07.2017 - 10.2023
Card Executive Office Research Remediation Associate
Wells Fargo Bank, N.A.
03.2016 - 07.2017
Card Services Team Lead
Wells Fargo Bank, N.A.
06.2008 - 02.2016
Card Services Premier Representative
Wells Fargo Bank, N.A.
02.2007 - 06.2008
Card Customer Service Representative
Wells Fargo Bank, N.A.
11.1998 - 02.2007
Department Team Lead
Target
08.1996 - 11.1998
High School Diploma -
Glencoe High School