Jordan Brandel
Altoona,IA
Summary
Dynamic Customer Service professional with proven skills in team member training, complaint resolution, and process improvement. Expertise in driving client satisfaction through effective mentorship and streamlined operations.
Overview
11
11
years of professional experience
Work History
Lead Customer Service Representative
Wells Fargo
09.2022 - Current
- Mentored team members to enhance customer service skills and improve overall performance.
- Implemented process improvements to streamline customer interactions and reduce response times.
- Resolved complex customer issues by providing tailored solutions, ensuring high satisfaction levels.
- Analyzed customer feedback to identify trends and develop strategies for service enhancements.
- Collaborated with cross-functional teams to address systemic issues affecting customer experience.
Customer Service Team Lead
Wells Fargo
10.2019 - 07.2022
- Led customer service team in resolving complex inquiries and enhancing client satisfaction.
- Developed and implemented training programs to improve team performance and product knowledge.
- Streamlined communication processes between departments, fostering collaboration and efficiency.
- Analyzed customer feedback to identify trends and drive improvements in service delivery.
- Mentored new team members, promoting a positive work environment and knowledge sharing.
- Managed escalated issues, ensuring timely resolutions while maintaining high service standards.
- Coached new team members on service techniques and provided scoring through quality assurance program.
- Led regular team meetings to review performance data, discuss best practices, and collaborate on continuous improvement initiatives.
Lead Bank Teller
Citizens Community Credit Union
09.2015 - 11.2018
- Supervised daily operations of teller line, ensuring compliance with policies and procedures.
- Trained and mentored staff on customer service best practices and operational efficiency.
- Implemented process improvements that enhanced transaction accuracy and reduced waiting times.
- Managed cash handling procedures, maintaining accountability and minimizing discrepancies.
- Resolved complex customer inquiries, fostering strong relationships and enhancing member satisfaction.
- Trained junior tellers in best practices for client interactions, upholding excellent standards of service quality across the team.
- Oversaw teller staff scheduling to maintain appropriate coverage during business hours.
- Maintained cash drawer accuracy, effectively balancing daily deposits and withdrawals.
- Reduced errors and discrepancies, ensuring all transactions were accurately recorded and reported.
Education
Associate of Arts - Criminal Justice
Iowa Central Community College
Fort Dodge, IA05-2013
Skills
- Complaint handling
- Team member training
- Work prioritization
- Call management
- Call center experience
- Customer complaint resolution
- Customer support
- Willingness to lead
- Customer correspondence
- Multitasking and organization
- Positive and friendly
Timeline
Lead Customer Service Representative
Wells Fargo
09.2022 - Current
Customer Service Team Lead
Wells Fargo
10.2019 - 07.2022
Lead Bank Teller
Citizens Community Credit Union
09.2015 - 11.2018
Associate of Arts - Criminal Justice
Iowa Central Community College