Dustin Brown
Beaverton,OR
Summary
Dedicated service professional with extensive leadership experience in a highly regulated and dynamic financial service environment. Experience in project management and dedicated team player.
Overview
11
11
years of professional experience
Work History
Customer Success Associate Manager
Wells Fargo
06.2020 - 04.2025
- Maximized performance by monitoring daily activities and mentoring team members.
- Prepared and recommended long-range plans for development of department personnel.
- Applied customer feedback to develop process improvements and support long-term business needs.
- Regularly responsible for a plethora of sensitive tasks. Completed ahead of established deadlines on a daily, weekly, and monthly basis.
- Onboarded new employees with training and new hire documentation.
- Evaluated employees’ strengths and assigned tasks based upon experience and training.
- Responded to escalated customer requests for products, services and company information.
Home Equity Customer Service Manager
Wells Fargo
04.2018 - 06.2020
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
- Reviewed repeated issues within operations and business management to solve problems and improve company outcomes.
- Required high level of adaptability and problem solving due to changes in organization and economic challenges.
Credit Card Team Lead
Wells Fargo
03.2016 - 04.2018
- Worked with clients to improve life choices and maximize benefits of programs.
- Determined needed and relevant interventions based on each client’s cognitive abilities and current needs.
- Performed duties in accordance with applicable standards, policies and regulatory guidelines.
- Proved successful working within tight deadlines and fast-paced atmosphere.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Coached team members in techniques necessary to complete job tasks.
- Minimized resource and time losses by addressing employee or production issues directly and implementing timely solutions.
- Developed monthly and daily production output plans to deliver on customer service and financial metrics.
- Managed escalated phone calls by applying conflict resolutions skills and extensive knowledge of bank policies, products and services.
- Adhered to established security procedures and reported potential fraud or safety violations to management for immediate recourse.
- Upheld stringent bank standards for loans, money handling and legal considerations.
Phone Banker
Wells Fargo
09.2014 - 03.2016
- Completed transactions for customers and capitalized on opportunities to cross-sell products and services.
- Offered friendly and efficient service to customers, handled challenging situations with ease.
- Adhered to strict Regulatory and Compliance Guidelines.
Education
General Studies -
Scappoose High School
Scappoose, ORSkills
- Leadership and People Development
- Articulate, energetic and results-oriented with exemplary passion and proven skills developing relationships, cultivating partnerships and growing businesses
- Cross-functional coordination
- Problem-solving
- Time management
- Feedback collection
- Active listening
- Adaptability and flexibility
- Verbal and written communication
- Decision-making
- Problem resolution
Accomplishments
- Managed teams of up to 25 staff members.
- Developing Relationships and Collaboration with Partners
- Time management and Execution
- Change and Growth Management
- Effective Communicator
- Policy and Procedure Expertise
- Microsoft Office
- 40+ Excellence Awards
- Member of Onboarding Committee- Developed and implemented a weekly, six month onboarding and retention program
- Developed a efficiency boosting and cost saving procedure that were implemented department wide.
- Built ongoing relationships with several external hiring agencies
Timeline
Customer Success Associate Manager
Wells Fargo
06.2020 - 04.2025
Home Equity Customer Service Manager
Wells Fargo
04.2018 - 06.2020
Credit Card Team Lead
Wells Fargo
03.2016 - 04.2018
Phone Banker
Wells Fargo
09.2014 - 03.2016
General Studies -
Scappoose High School
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