Summary
Overview
Work History
Skills
Affiliations
Timeline
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D. Brent Reynolds

Pelham,AL

Summary

Dynamic leader with a proven sustainable track record, adept in people management and fostering customer satisfaction. Spearheaded initiatives that constantly surpassed KPI's, showcasing exceptional team building and leadership. Excelled in implementing training protocols and strategic decision-making, significantly enhancing operational efficiency and service delivery.

Overview

18
18
years of professional experience

Work History

Customer Service Manager, VP

Wells Fargo
Birmingham, AL
02.2019 - 09.2024
  • Led a team of 130+ employees, fostering collaboration and high performance.
  • Created and implemented training protocols for consistent quality monitoring that generated tactical blueprints achieving a 3% advantage over counterparts.
  • Allocated resources effectively to remain within designated financial plan.
  • Enhanced operational efficiency by implementing innovative solutions to mitigate risks and streamline workflows.
  • Boosted customer service delivery through comprehensive training and strategic decision-making with a notable increase in KPI metrics.
  • Surpassed line-specific objectives with a consistent 7% improvement in customer satisfaction.

Credit Center Group Manager, AVP

Regions Bank
Birmingham, AL
09.2014 - 08.2018
  • Counseled, led, and was responsible for 100+ customer service bankers with elevated skills to support core banking, HELOC, HELOAN, credit card, and personal loan/line customers while identifying opportunities to grow the business.
  • Demonstrated my ability to adapt to change by traveling and working virtually across many locations to develop, coach, and drive the overall performance of an exempt-level management team.
  • Assessed, monitored operating structure, process application, policies, and procedures to enhance associate involvement, build customer loyalty, maintain quality standards, monitor risk, meet regulatory requirements, and increase sales performance by an average of 35%.
  • Directed team efforts to exceed KPIs, achieving an impressive 98% success rate.

Credit Card Manager, Officer

Regions Bank
Birmingham, AL
05.2012 - 09.2014
  • Trained 25+ customer service representatives in key areas of banking operations and credit card services.
  • Directed creation and maintenance of a robust online knowledge repository supporting associates in delivering solutions.
  • Prepared extensive documentation outlining team performance indicators.
  • Increased productivity by fostering a supportive coaching environment.
  • Optimized HR processes, maintaining consistent company performance.

Relationship Banking Team Manager, Officer

Regions Bank
Birmingham , AL
02.2007 - 05.2012
  • Coached group of associates exceeding 15 members on specialized knowledge of core banking products.
  • Managed datasets effectively to boost productivity.
  • Developed a high performing team and received Regions Bank Leadership Chairman's Club acknowledgment in 2009 and 2010. Eligibility requirement: Top 10% in sales, KPI, and customer engagement.

Skills

  • Metric tracking
  • Staffing coordination
  • Complaint resolution
  • Training and mentoring
  • Schedule management
  • CRM software
  • Personnel training and development
  • Performance evaluations
  • Verbal and written communication
  • Sales proficiency
  • Staff education and training
  • Turnover minimization
  • Persuasive
  • Escalation handling
  • Budgeting and reporting
  • Focused on customer satisfaction
  • Conflict resolution techniques
  • Workforce management
  • Team building and leadership
  • Call center management
  • Positive and constructive feedback
  • Excellent time management skills
  • Call center operations
  • Quality assurance

Affiliations

  • Women's Connection, Alabama Chair
  • Habitat For Humanity
  • Community Food Bank Of Central Alabama
  • Christian Service Mission
  • Firehouse Ministries

Timeline

Customer Service Manager, VP

Wells Fargo
02.2019 - 09.2024

Credit Center Group Manager, AVP

Regions Bank
09.2014 - 08.2018

Credit Card Manager, Officer

Regions Bank
05.2012 - 09.2014

Relationship Banking Team Manager, Officer

Regions Bank
02.2007 - 05.2012

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D. Brent Reynolds