DWIGHT MCDANIEL
Gilbert,AZ
Summary
Proven leader with a track record at Bank of America Merrill Lynch, enhancing team productivity and customer satisfaction. Excelled in workload management and motivational skills, achieving departmental goals and boosting employee morale. Skilled in decision-making and computer proficiency, consistently exceeded performance metrics and facilitated professional growth.
Overview
14
14
years of professional experience
Work History
Team Leader Manager
Bank of America Merrill Lynch
Chandler, AZ
04.2022 - Current
- Enhanced team productivity by implementing efficient workflow processes and setting clear performance expectations while Team Manager was out on leave.
- Led employee relations through effective communication, coaching, training, and development while managing team.
- Conducted regular 1 on 1's, providing constructive feedback and coaching to facilitate continuous improvement among employees.
- Consistently met or exceeded departmental goals for OSAT (Voices Surveys) by effectively managing resources and establishing clear objectives for the team.
- Boosted employee morale through regular recognition(e-cards for BofA employees- emails for contractors) for outstanding work and providing opportunities for professional growth.
Private Bank Customer Service Representative
Bank of America Merrill Lynch
Chandler, AZ
08.2018 - 04.2022
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
Short Sale Specialist
Bank of America
Chandler, AZ
01.2011 - 04.2016
- Collaborated with real estate agents to gather necessary information and documents for successful short sale transactions.
- Performed proper calculations and prepared payoff figures. Calculated newly founded incentives from Freddie Mac and Fannie Mae (ranging from $500-$3000)
- Managed a high volume of short sale cases concurrently, ensuring accurate documentation and timely completion.
Education
High School Diploma -
Buchtel High School
Akron, OH06.1991
Skills
- Customer Focus
- Workload Management
- Motivational Skills
- Team Leadership
- Decision-Making
- Computer Skills
- Employee Coaching and Mentoring
Timeline
Team Leader Manager
Bank of America Merrill Lynch
04.2022 - Current
Private Bank Customer Service Representative
Bank of America Merrill Lynch
08.2018 - 04.2022
Short Sale Specialist
Bank of America
01.2011 - 04.2016
High School Diploma -
Buchtel High School