Destiny Allen
Pomona,CA
Summary
Dynamic sales leader, excelling in customer satisfaction and team performance. Skilled in analytical problem-solving and proactive approach to new task. Recognized for mentoring staff and driving accountability, consistently achieving performance targets. Known for adaptability, creativity, and results-oriented mindset. Committed to making meaningful contributions and advancing organizational goals.
Overview
11
11
years of professional experience
Work History
NBBC Sales Team Lead
Wells Fargo & Company
El Monte, CA
05.2019 - Current
- Preform, guide and leads team and others in resolving complex escalated customer inquiries and issues, that required planning, evaluation and interpretation, enhancing overall satisfaction and maintaining clients trust
- Support Management in daily Administration of individuals that handel customer inquires and issues for efficient performance and overall effectiveness of business sales team
- Implement process improvements from provided feedback, reducing response times for customer queries.
- Analyze customer feedback to identify trends and inform service enhancements.
- Coordinate cross-functional interactions and communication between departments to streamline service delivery.
- Develop training materials and resources to support ongoing staff development and new hire initiatives.
- Monitor performance metrics, driving accountability through regular feedback sessions with team members
- Manage a team of business sales team representatives, consistently achieving performance targets and goals.
- Train, oversees, and mentors new team members to strengthen performance and job expertise.
- Actively participate in interdepartmental projects aimed at improving overall organizational effectiveness within portfolio.
- Successfully manage multiple priority tasks while maintaining excellent attention to detail under tight deadlines.
- Implemented new CRM software, improving response times and overall efficiency in handling customer requests.
- Leads cross-functional projects aimed at optimizing support workflows.
- Establish standard operating procedures to ensure consistency in support operations across teams.
- Identifies and resolves discrepancies and errors in customer accounts.
- Sought ways to improve processes and services provided.
NBBC Sales Representative
Wells Fargo & Company
El Monte, CA
05.2017 - 05.2019
- Established strong rapport with customers, fostering long-term relationships and repeat business.
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Demonstrated excellent multitasking abilities by managing multiple concurrent tasks while ensuring timely completion.
- Enhanced customer satisfaction by promptly addressing and resolving complex inquiries and complaints.
- Trained and directed new employees in call script use, conflict resolution, and data entry practices to boost customer satisfaction ratings.
- Consistently exceeded performance targets, earning recognition as a top-performing Senior Customer Service Representative on multiple occasions.
- Developed solutions-oriented approaches when faced with challenging situations or dissatisfied customers.
- Watched flagged customer accounts to monitor ongoing issues and deploy newfound solutions for outstanding concerns.
- Developed strong relationships with clients by providing exceptional service and communication throughout the investment process.
- Collaborated closely with sales team members to ensure seamless coordination between portfolio management activities and client relationship building efforts.
Inbound Sales Representative
Wells Fargo & Company
Reno, NV
11.2015 - 05.2017
- Cultivated strong relationships with clients through effective communication and active listening.
- Analyzed customer needs to recommend appropriate banking products and services.
- Consistently met or exceeded assigned sales quotas while maintaining excellent customer satisfaction ratings.
- Increased product knowledge through continuous training, resulting in improved sales performance.
- Responded to customers within required turnaround times.
- Documented details of calls and customer interactions.
- Managed high call volume efficiently, maintaining a professional demeanor under pressure.
- Provided tailored product recommendations to enhance customer satisfaction and drive sales growth.
- Handled high volume of inbound calls per shift to offer callers product and service information and generate quotes.
- Maintained a high level of product knowledge, staying up-to-date on new features and offerings to provide expert guidance to customers.
Everyday Banking Customer Service Representative
Wells Fargo & Company
Reno, NV
11.2014 - 11.2015
- Assisted customers with account inquiries, enhancing service quality and satisfaction.
- Processed transactions accurately, ensuring compliance with banking regulations and procedures.
- Resolved customer issues efficiently, contributing to improved retention rates.
- Educated clients on financial products, increasing awareness and usage of services offered.
- Mentored new staff on best practices in customer service and banking protocols.
- Reduced wait times for customers by efficiently handling high volumes of calls and resolving issues quickly.
- Assisted customers in navigating online banking platforms, improving their overall digital banking experience.
- Supported sales goals with effective cross-selling of banking products, increasing overall revenue.
Education
Career College of Northern Nevada
Reno, NVSkills
- Strong analytical skills with high attention to detail and accuracy
- Excellent verbal, written and interpersonal communication skills
- Excellent organizational, multi-tasking, and prioritizing skills
- Strong leadership development skills, achieving high success rates
Timeline
NBBC Sales Team Lead
Wells Fargo & Company
05.2019 - Current
NBBC Sales Representative
Wells Fargo & Company
05.2017 - 05.2019
Inbound Sales Representative
Wells Fargo & Company
11.2015 - 05.2017
Everyday Banking Customer Service Representative
Wells Fargo & Company
11.2014 - 11.2015
Career College of Northern Nevada