Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Erik Pellom

Midvale,UT

Summary

Accomplished Learning & Development Consultant at Wells Fargo, NA, with a proven track record in enhancing client satisfaction and team performance through expert problem-solving and team leadership. Skilled in MS Office and client relationship management, I've significantly improved operational efficiencies and fostered strong client rapport, driving substantial business growth. Effective advisor communicates well with people of all ages and backgrounds. Excellent eye for detail enabling quick identification of areas for improvement and suggesting strategies to help businesses reach goals. Focused on introducing efficient systems and processes.

Overview

23
23
years of professional experience
1
1
Certification

Work History

Learning & Development Consultant

Wells Fargo, NA
01.2016 - 05.2024
  • Evaluated client needs and expectations, establishing clear goals for each consulting engagement.
  • Delivered outstanding service to clients to maintain and extend relationship for future business opportunities.
  • Liaised with clients, management, and training team to better understand customer needs and recommend appropriate solutions.
  • Managed client relationships through regular check-ins and updates on project progress.
  • Improved client satisfaction by effectively managing multiple projects and consistently meeting deadlines.
  • Designed tailored training programs for employees at various levels within the organization, boosting overall skillsets.
  • Helped meet changing demands by recommending improvements to business systems or procedures.
  • Generated reports detailing findings and recommendations.
  • Maintained database systems to track and analyze operational data.
  • Collaborated with cross-functional teams to successfully deliver comprehensive solutions for clients.

Team Lead

Wells Fargo, NA
06.2004 - 01.2016
  • Trained new team members by relaying information on company procedures and safety requirements.
  • Promoted a positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
  • Served as a role model for the team by demonstrating commitment to excellence, professionalism, and adherence to company values at all times.
  • Coached team members in techniques necessary to complete job tasks.
  • Enhanced overall team performance by providing regular coaching, feedback, and skill development opportunities.
  • Collaborated with other department leads to streamline workflows, improve interdepartmental coordination, and achieve business goals collectively.
  • Evaluated employee skills and knowledge regularly, training, and mentoring individuals with lagging skills.
  • Nurtured long-term partnerships with clients by understanding their needs accurately, delivering projects on time, and providing exceptional customer support.
  • Managed risks and mitigated potential issues through proactive planning, monitoring, and timely decision making.
  • Built strong relationships with customers through positive attitude and attentive response.
  • Established open and professional relationships with team members to achieve quick resolutions for various issues.
  • Conducted training and mentored team members to promote productivity and commitment to friendly service.
  • Optimized customer experience by delivering superior services and effectively troubleshooting issues.
  • Generated reports detailing findings and recommendations.
  • Provided reporting for forecast analysis and ad-hoc reporting in support of decision-making.
  • Spearheaded multiple high-impact projects simultaneously while meeting tight deadlines under pressure-packed situations.
  • Worked exclusively with high value/net-worth clients to ensure loyalty to the firm.

Customer Service Representative Team Lead

Wells Fargo, NA
01.2001 - 06.2004
  • Provided ongoing support to team members through mentoring, coaching, and skill development sessions.
  • Boosted morale within the team by organizing engaging team-building activities and encouraging open communication among peers.
  • Managed escalated customer issues, ensuring swift resolution and maintaining positive relationships with clients.
  • Conducted regular performance evaluations, setting clear expectations and providing constructive feedback to support professional growth.
  • Monitored team metrics, identifying opportunities for improvement and implementing targeted coaching plans.
  • Improved overall call center performance with effective coaching and feedback to team members.
  • Reduced average handle time by providing ongoing coaching on efficient call handling techniques.
  • Collaborated with cross-functional departments to resolve complex customer issues in a timely manner.
  • Handled day-to-day customer contact via phones, faxes, and emails.
  • Fostered a positive work environment that encouraged collaboration and teamwork among employees.
  • Increased first call resolution rates, reducing the need for follow-up calls and improving customer satisfaction.
  • Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
  • Resolved escalated customer service inquiries and complaints to maintain satisfaction.
  • Coached and mentored service representatives to deliver polite, professional customer interactions.
  • Built positive rapport and relationships for high levels of customer satisfaction.
  • Evaluated staff performance and provided feedback to improve customer service delivery.
  • Created reporting systems to track customer service performance and improve insight.
  • Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
  • Resolved issues through active listening and open-ended questioning, escalating major problems to manager.

Education

High School Diploma -

Hillcrest High School
Midvale, UT
06.1996

Skills

    Problem-Solving

    Attention to Detail

    Team Leadership & Development

    Client Relationships

    MS Office

    Analytical Thinking

    Issue Resolution

    Customer Relationship Management

    Client rapport

    Analysis & Evaluation

    Best Practices Implementation

    Process Improvement

Certification

  • Licensed Stock Broker with Series 7 and Series 63 licenses.

Timeline

Learning & Development Consultant

Wells Fargo, NA
01.2016 - 05.2024

Team Lead

Wells Fargo, NA
06.2004 - 01.2016

Customer Service Representative Team Lead

Wells Fargo, NA
01.2001 - 06.2004

High School Diploma -

Hillcrest High School

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Erik Pellom