James Omondi
Ransom Canyon
Summary
Dynamic Customer Service Manager with extensive experience at Wells Fargo & Company, excelling in problem-solving and personnel training. Achieved significant improvements in customer satisfaction through strategic process enhancements and quality assurance controls. Proven ability to foster strong customer relations while maintaining compliance with industry standards. Committed to driving operational excellence and team development.
Overview
19
19
years of professional experience
Work History
Customer Service Manager
Wells Fargo & Company
07.2018 - 12.2025
- Led customer service team to enhance client satisfaction and resolve issues efficiently.
- Implemented process improvements, resulting in streamlined operations and reduced response times.
- Trained and mentored staff on best practices for customer interactions and problem resolution.
- Developed training materials that improved employee onboarding and knowledge retention.
- Analyzed customer feedback to identify trends, driving strategic changes in service delivery.
- Collaborated with cross-functional teams to align customer service strategies with business goals.
- Oversaw performance metrics, ensuring adherence to company standards and policies.
- Facilitated regular team meetings to foster communication and share updates on initiatives.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Took ownership of customer issues and followed problems through to resolution.
- Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
- Reduced customer complaints, proactively addressing issues and implementing effective solutions.
- Leveraged data and analytics to make informed decisions and drive business improvements.
- Streamlined and monitored quality programs to alleviate overdue compliance activities.
- Launched quality assurance practices for each phase of development
- Controlled resources and assets for department activities to comply with industry standards and government regulations.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
- Established team priorities, maintained schedules and monitored performance.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Conducted quarterly customer satisfaction surveys to identify areas for improvement.
- Pioneered mentorship program to expedite onboarding process for new hires.
- Facilitated cross-departmental meetings to ensure cohesive customer service strategies.
- Coordinated with product development team to address frequent customer issues.
- Analyzed customer feedback data to identify trends and areas for improvement, driving continuous enhancement of services provided.
- Optimized workflow processes to maximize efficiency while maintaining an unwavering commitment to client satisfaction.
- Collaborated with upper management to improve customer service processes and support structures company-wide.
- Developed strong relationships with key clients, ensuring their needs were met consistently and promptly.
- Conducted regular performance evaluations for team members, identifying areas for improvement and creating targeted action plans.
- Managed complex customer issues effectively, navigating multiple internal resources to identify and implement the best possible solutions.
Contact Center Manager
Wells Fargo & Company
03.2018 - 07.2018
- Led team of 21 agents to achieve high customer satisfaction scores.
- Increased first-call resolution rates through targeted training sessions focused on problem-solving techniques.
- Streamlined workflow processes to maximize efficiency within the contact center operations.
- Analyzed key performance metrics to identify areas of improvement and implement targeted action plans.
- Reduced call wait times by optimizing workforce scheduling and utilizing real-time data insights.
- Reached target KPIs consistently by closely monitoring agent performance, providing ongoing coaching, and addressing any gaps in knowledge or skill sets.
- Increased employee retention through effective coaching, mentoring, and professional development opportunities.
- Trained and guided team members to maintain high productivity and performance metrics.
- Assisted in recruiting, hiring and training of team members.
Inbound Sales Supervisor
Wells Fargo & Company
09.2012 - 03.2018
- Managed a team of inbound sales representatives, ensuring optimal performance and high-quality service delivery.
- Resolved escalated customer issues effectively, maintaining high levels of satisfaction and retention rates.
- Developed training programs that enhanced product knowledge and improved customer engagement strategies.
- Analyzed sales data to identify trends, informing strategic decisions and optimizing resource allocation.
- Streamlined and monitored quality programs to alleviate overdue compliance activities.
- Communicated best practices among on-site and external personnel to align efforts and goals.
- Developed and implemented strategies to increase sales and improve customer service.
- Enforced policies and procedures for compliance with company policies.
- Coordinated with other departments to provide smooth execution of sales initiatives.
- Facilitated regular team meetings to discuss challenges, successes and strategies.
- Trained and coached sales team members on best practices for customer service and sales techniques.
- Maintained up-to-date knowledge of products and services offered to customers.
- Monitored daily sales performance and provided feedback to each team member.
- Provided leadership, guidance and direction to sales team members, offering assistance with any need at any time.
- Handled escalated customer concerns promptly and professionally, maintaining a high level of customer satisfaction despite potential issues.
- Conducted regular performance evaluations for team members, offering constructive feedback and actionable development plans for improvement.
- Facilitated weekly meetings with the sales team to review progress towards goals while addressing any challenges or roadblocks encountered.
- Streamlined the sales process with thorough analysis of customer needs, resulting in shorter call times and increased conversions.
- Enhanced employee productivity by conducting regular training sessions on product knowledge, communication skills, and closing techniques.
Customer Service Supervisor
Wells Fargo & Company
04.2007 - 09.2012
- Supervised daily customer service operations, ensuring high-quality support and satisfaction.
- Trained and mentored team members on effective communication and problem-solving techniques.
- Implemented process improvements that enhanced response times and streamlined workflows.
- Resolved complex customer inquiries, fostering strong relationships and loyalty.
- Analyzed performance metrics to identify trends and inform strategic decision-making.
- Coordinated cross-departmental communication to address customer needs efficiently.
- Led initiatives that reduced operational costs while maintaining service quality standards.
- Coached employees through day-to-day work and complex problems.
- Improved customer satisfaction by addressing and resolving escalated issues promptly and professionally.
- Enhanced team productivity through regular coaching, feedback, and performance evaluations.
- Maintained up-to-date knowledge of company products and services, effectively communicating changes to the team for seamless customer support.
- Demonstrated exceptional problem-solving abilities in navigating challenging customer scenarios and finding solutions that met their needs as well as aligned with company policies.
- Managed escalated calls with diplomacy, successfully deescalating situations while ensuring satisfactory resolutions for both parties involved.
- Assessed team performance through regular reporting, identifying opportunities for further skill development and training initiatives.
- Evaluated individual performance metrics to identify areas of improvement, providing targeted coaching to boost results.
- Reduced employee turnover by cultivating a supportive culture focused on professional growth opportunities and recognition of achievements.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Identified customer service trends to provide recommendations for process and procedural improvements.
- Conducted regular quality assurance checks on team interactions with customers, ensuring adherence to company standards.
- Monitored call center data to assess trends, proactively implementing solutions for identified issues.
- Monitored and analyzed call metrics to identify trends and areas for process enhancement.
- Enhanced team morale and productivity by implementing regular feedback sessions and recognition programs.
- Implemented project management techniques to overcome obstacles and increase team productivity.
Education
Bachelor of Arts - Business Administration
Lubbock Christian University
Lubbock, TXMaster of Arts - Business Administration And Management
Wayland Baptist University
Plainview, TX05-2019
Skills
- Customer service
- Problem-solving
- Verbal and written communication
- Regulatory compliance
- Quality assurance controls
- Personnel training and development
- Project management
- Product knowledge
- Issue resolution
- Adherence to high customer service standards
- Customer relations
- Microsoft outlook, word, and Excel
- Customer focused
Languages
English
Full Professional
Swahili
Full Professional
Timeline
Customer Service Manager
Wells Fargo & Company
07.2018 - 12.2025
Contact Center Manager
Wells Fargo & Company
03.2018 - 07.2018
Inbound Sales Supervisor
Wells Fargo & Company
09.2012 - 03.2018
Customer Service Supervisor
Wells Fargo & Company
04.2007 - 09.2012
Bachelor of Arts - Business Administration
Lubbock Christian University
Master of Arts - Business Administration And Management
Wayland Baptist University