Elizabeth Etonam Zanou
Germantown,MD
Summary
Team Leader experienced in directing activities of workgroups. Develops strategies, provides training, sets goals and obtains team feedback. Excellent interpersonal and communication skills. Big picture focus with excellence in communicating goals and vision to succeed. Problem solver, networker and consensus builder.
Overview
9
9
years of professional experience
Work History
Bank Team Lead
Wells Fargo, NA
04.2021 - Current
- Trained new team members by relaying information on company procedures and safety requirements.
- Coached team members in techniques necessary to complete job tasks.
- Worked different stations to provide optimal coverage and meet production goals.
- Evaluated employee skills and knowledge regularly, training, and mentoring individuals with lagging skills.
- Minimized resource and time losses by addressing employee or production issue directly and implementing timely solutions.
- Managed schedules, accepted time off requests and found coverage for short shifts.
- Developed monthly and daily production output plans to deliver on customer service and financial metrics.
- Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
- Built strong relationships with customers through positive attitude and attentive response.
- Supervised team members to confirm compliance with set procedures and quality requirements.
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
- Worked with team to identify areas of improvement and devised solutions based on findings.
- Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
- Promoted high standards through personal example to help each member understand expected behaviors and standards.
- Held weekly team meetings to inform team members on company news and updates.
- Assisted in recruitment of new team members, hiring highest qualified to build team of top performers.
- Managed leave requests and absences and arranged covers to facilitate smooth flow of operations.
Personal Banker
Wells Fargo, NA
10.2019 - 03.2021
- Worked closely with management to strategize sales techniques to increase branch production and customer service.
- Assisted customers with setting up or closing accounts, completing loan applications, and signing up for new services.
- Cross-sold bank products and services to meet customer needs and provide options.
- Promoted financial products by maintaining excellent service offering knowledge.
- Managed deposits, withdrawals and wire transfers to process smooth banking transactions for clients.
- Followed up with customers to gather feedback and provide additional assistance.
- Balanced cash drawers and vault accounts on daily basis with zero discrepancies.
- Networked to increase client base and encourage existing clients to expand financial portfolios.
- Established new accounts for high net worth individuals and serviced existing accounts to maximize revenue.
- Expanded client base by promoting new financial products.
- Utilized customer relationship management software to provide accurate and complete customer service.
- Maintained customer records and updated account information.
Administrative Assistant
EKA FINANCIALS And Accounting
01.2017 - 09.2019
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Restocked supplies and placed purchase orders to maintain adequate stock levels.
- Executed record filing system to improve document organization and management.
- Scheduled office meetings and client appointments for staff teams.
- Received and sorted incoming mail and packages to record, dispatch, or distribute to correct recipient.
- Created and maintained databases to track and record customer data.
- Developed and updated spreadsheets and databases to track, analyze, and report on performance and sales data.
- Coordinated and scheduled meetings and conference calls to optimize scheduling of senior staff.
- Drafted correspondence and other documents for CEO and department heads in company's voice.
- Negotiated contracts with vendors and suppliers for office supplies, equipment and services.
- Managed department budgets and generated financial reports for management review.
- Managed filing system, entered data and completed other clerical tasks.
- Built and maintained excellent customer relationships through timely response to inquiries and going above and beyond to accommodate unusual requests.
- Created and maintained detailed administrative processes and procedures to drive efficiency and accuracy.
Customer Service Manager
Walmart
01.2014 - 02.2017
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Took ownership of customer issues and followed problems through to resolution.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- 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.
- Collaborated with upper management to improve customer service processes and support structures company-wide.
- Kept accurate records to document customer service actions and discussions.
- Assisted with pricing questions, inventory availability and changes to existing order and shipping information.
- Reviewed repeated issues within operations and business management to solve problems and improve company outcomes.
- Researched and corrected customer concerns to promote company loyalty.
Education
MBA - Business Administration And Management
Liberty University
Lynchburg, VA05.2023
MBA - Healthcare Management
Eller College of Management of Arizona University
04.2021
Bachelor of Science - Health Administration
Stratford University
Falls Church, VA05.2019
Skills
- Technique Optimization
- Operational Efficiency and Safety
- Software Application Testing
- Lead Identification
- Quality Control
- Quality Standards
- Production Monitoring
- Process Improvement Initiatives
- Team Monitoring
Languages
French
Native or Bilingual
Timeline
Bank Team Lead
Wells Fargo, NA
04.2021 - Current
Personal Banker
Wells Fargo, NA
10.2019 - 03.2021
Administrative Assistant
EKA FINANCIALS And Accounting
01.2017 - 09.2019
Customer Service Manager
Walmart
01.2014 - 02.2017
MBA - Business Administration And Management
Liberty University
MBA - Healthcare Management
Eller College of Management of Arizona University
Bachelor of Science - Health Administration
Stratford University
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