Jarrell Lewis
Victorville,CA
Summary
Dynamic and results-oriented Customer Service Manager with over 10 years of experience in leading high-performing teams within fast-paced environments. Proven track record of enhancing customer satisfaction through effective coaching, strategic problem-solving, and streamlined processes. Adept at developing and implementing comprehensive training programs that elevate team performance and ensure exceptional service delivery. Exceptional communicator with strong interpersonal skills, capable of fostering relationships with both customers and stakeholders. Committed to driving operational excellence while maintaining a strong focus on improving customer experiences and achieving business objectives.
Overview
21
21
years of professional experience
Work History
Customer Service Manager
Wells Fargo & Company
San Bernardino, CA
10.2018 - 09.2024
- Supervise Customer Service Representatives in internal and external customer inquiries, complaints, and dispute resolution tasks and processes to ensure timely completion, quality, and compliance in customer service.
- Identify opportunities for customer service improvement, policy and procedure enhancement, and risk control development in customer service.
- Make daily supervisory and tactical decisions and resolve issues related to customers and colleagues, as well as staffing requirements under the direction of customer service management, leveraging interpretation of policies and procedures.
- Collaborate and consult with internal partners, relationship managers, and colleagues to ensure customer satisfaction.
- Interact directly with external customers.
- Manage allocation of people and financial resources for customer service.
- Mentor and guide talent development of direct reports, and assist in hiring talent.
- Developed and implemented strategies for providing excellent customer service experience.
Customer Service Representative
Wells Fargo & Company
San Bernardino, CA
10.2006 - 10.2018
- Handle all call types, including specialty queues, complex, and escalated calls.
- Demonstrated proficiency in effectively resolving challenging customer calls through expert deescalation techniques
- Responsible for responding to escalated inquiries for research of customer issues or complaints, CRT case resolution of tax, escrow, and cash inquiries.
- Resolution of these issues includes direct daily contact with taxing authorities, banking institutions, mortgagors, and other departments.
- Demonstrated professionalism and courtesy to internal and external customers.
- Monitor task progress and respond to the customer accordingly. Review daily task tracking reports on tasks initiated.
- Duties also included providing coaching opportunities to core CSR's and working on special projects as assigned.
- Offer products beneficial to identified customers using cross-sell techniques.
Technical Support Engineer
ULEAD SYSTEMS, INC
Torrance, CA
09.2003 - 05.2005
- Conducted in-depth research on computer systems and databases to address complaints and respond to inquiries.
- Provided assistance to customers experiencing data connectivity problems.
- Responded proactively to customer queries, offering optimal solutions timely for improving the overall experience.
- Assigned license codes to customers, both new and returning, ensuring timely delivery.
Education
Some College (No Degree) - Information Technology
Computer Education Institute
Carson, CASkills
- Handling Escalations
- Schedule Coordination
- Account Management
- Talent Development
- Audit Support
- Call Center Operations
- Conflict Resolution
- Strong Communication
- Leadership
- Analytical Thinking
- Customer Focus
- Performance Management
Timeline
Customer Service Manager
Wells Fargo & Company
10.2018 - 09.2024
Customer Service Representative
Wells Fargo & Company
10.2006 - 10.2018
Technical Support Engineer
ULEAD SYSTEMS, INC
09.2003 - 05.2005
Some College (No Degree) - Information Technology
Computer Education Institute