Summary
Overview
Work History
Education
Skills
Websites
Awards
Timeline
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Julie Breshers

Lubbock,TX

Summary

25 Years of dedicated and results-driven professional with extensive experience in relationship management, team leadership, and customer service. Proven expertise in operational excellence, employee development, and risk management within financial and telecommunications industries. Ability to work on site or in a remote setting. Professional banking specialist with proven expertise in financial services, client relationship management, and sales strategies. Adept at fostering collaborative team environments and delivering impactful results. Skilled in financial advising, account management, and cross-selling, with strong adaptability to evolving client needs. Known for reliability and effective communication.

Overview

25
25
years of professional experience

Work History

Relationship Banker

Bank of America
01.2024 - 04.2025
  • Uphold the bank’s risk culture by promoting operational excellence and ensuring compliance with legal and regulatory standards.
  • Build business acumen through collaboration with small business, lending, and investment experts.
  • Manage financial center operations, including client traffic, scheduling, and outbound calls.
  • Handle cash management and mitigate risk effectively.
  • Educate clients on self-service banking tools, such as ATMs, online banking, and mobile apps.
  • Utilize critical thinking to identify tailored solutions and enhance clients’ financial well-being.
  • Demonstrate efficient time and capacity management for optimized productivity.
  • Outbound calling to build customer relationships
  • Developed and maintained strong customer relationships through personalized financial advice and support.
  • Executed daily banking operations, ensuring compliance with policies and regulations.
  • Analyzed client needs to recommend appropriate products and services for financial growth.
  • Collaborated with team members to enhance service delivery and customer satisfaction levels.
  • Achieved excellent customer satisfaction ratings by addressing concerns promptly and professionally, demonstrating empathy throughout interactions.
  • Strengthened client relationships by providing personalized banking solutions and excellent customer service.
  • Maintained up-to-date knowledge of banking products and industry trends to provide expert advice to clients effectively.
  • Assisted customers in achieving financial goals by recommending suitable products and services based on their needs.
  • Expanded client base through effective networking and referral generation, leading to increased business opportunities.
  • Resolved customer complaints and disputes to maintain satisfaction and loyalty.
  • Answered customer questions and explained available services such as deposit, account, credit cards, auto loans, Mortgages and referrals for investment products.
  • Collaborated with branch team members to improve overall performance and achieve sales targets consistently.
  • Assisted customers with completing required forms for opening and closing bank accounts.
  • Facilitated customer transactions, including deposits, withdrawals and transfers.
  • Conducted comprehensive financial reviews for clients, resulting in more informed decision-making and better risk management.
  • Managed multiple customer accounts efficiently, ensuring accurate record-keeping and timely resolution of issues.
  • Fostered a positive working environment by actively participating in team meetings and supporting colleagues in their professional development.
  • Actively participated in community events to promote bank services, expanding market reach.
  • System use, Excel, Salesforce, Voice (CAST), workday, customer engagement workstation (CEW), Webex

Customer Service Associate Manager

Wells Fargo Bank, N.A.
01.2013 - 10.2023
  • Directed a team of 25 Customer Service Representatives in virtual and in-person settings.
  • Exceeded business objectives by optimizing workflow processes and enhancing service performance.
  • Repeated top performing manager year after year, continuously rated as exceeds expectations
  • Coached and developed employees, driving significant improvements in customer satisfaction.
  • Managed Team leads, created schedule to ensure there was adequate coverage.
  • Led the Team Lead Chat Project, streamlining operations and increasing customer engagement.
  • Mentored aspiring managers and supported team leaders in leadership development.
  • Served as Site Safety Coordinator, promoting a safe and efficient workplace.
  • Conducted interviews as a site interview specialist, identifying and recruiting top talent.
  • System use, workday, workforce management, Nice, Medallia survey, (customer satisfaction)
  • Resolved customer inquiries efficiently, enhancing overall satisfaction and loyalty.
  • Provided training and mentorship to new associates, fostering a collaborative work environment.
  • Implemented process improvements that streamlined service delivery and reduced wait times.
  • Analyzed customer feedback to identify trends and recommend enhancements to service protocols.
  • Coordinated with cross-functional teams to address complex customer issues effectively.
  • Developed training materials for ongoing staff development initiatives, improving team performance.
  • Led efforts in maintaining high-quality service standards across all customer touchpoints.
  • Handled customer complaints professionally, resulting in satisfactory outcomes and positive feedback.
  • Collaborated with team members to achieve monthly targets and optimize workflow efficiency.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Enhanced customer satisfaction by effectively addressing inquiries and resolving issues.
  • Achieved consistently high levels of customer satisfaction by prioritizing empathy, patience, and effective problem-solving skills during interactions.
  • Managed high call volume with exceptional time management skills, minimizing wait times for customers.
  • Trained new associates in company policies and procedures, fostering a supportive work environment.
  • Fostered positive team environment, contributing to higher staff retention rates.
  • Increased team productivity with effective communication and coordination of tasks.
  • Enhanced customer loyalty by providing empathetic and efficient resolution to issues.
  • Trained new associates in customer service protocols, elevating overall team's performance.
  • Implemented new CRM system to better track customer interactions and outcomes.
  • Led team project to revamp customer service training program, resulting in more effective onboarding.
  • Streamlined customer service processes to reduce wait times and improve service quality.
  • Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
  • Increased efficiency and team productivity by promoting operational best practices.
  • Microsoft office, skype, Teams, coaching journal, Jira Tickets, Understanding of all KPI’s
  • AHT, productivity, FCR, Net promoter, SLA

Team Supervisor

Convergys
08.2000 - 12.2012
  • Supervised a team of 30 Customer Service Representatives in a telecommunications setting.
  • Improved service performance by managing workflows and surpassing business goals.
  • Provided coaching and feedback to foster employee growth and achieve sales targets.
  • Spearheaded the Video Project, forming an ESCO team to handle inquiries and escalations.
  • Recognized as a top-performing supervisor with a proven ability to inspire and drive results.
  • Top performing sales team

Education

Some College (No Degree) - Nursing

South Plains College
Levelland, TX

Skills

  • Project Management
  • Relationship building and management
  • Leadership & Team Building
  • Risk Management
  • Communication & Negotiation
  • Time Management & Planning
  • Analytical & Problem-Solving Skills
  • Financial Acumen & Inventory Control
  • Microsoft Office 365 & Basic Computer Skills
  • Data Entry & Record Keeping
  • Customer Service-oriented
  • Cash flow management
  • Recordkeeping requirements
  • Policy development and implementation
  • Resourcefulness
  • Loss prevention
  • Account closings
  • Critical thinking
  • Organizational skills
  • Teamwork and collaboration
  • Excellent communication
  • Decision-making
  • Documentation
  • Attention to detail
  • Multitasking
  • Customer service
  • Records maintenance
  • Team building
  • Interpersonal communication
  • Relationship building
  • Teamwork
  • Problem-solving
  • Team collaboration
  • Effective communication
  • Adaptability and flexibility
  • Self motivation
  • Interpersonal skills
  • Client relationship management
  • Goal setting
  • Risk assessment
  • Professionalism
  • Document processing
  • Record keeping
  • Adaptability
  • Continuous improvement
  • Administrative support
  • Office equipment operation
  • Problem-solving aptitude
  • Bookkeeping
  • Financial software
  • Account management
  • Fraud detection
  • Database management
  • Financial analysis
  • Adaptability & Multitasking
  • Conflict Resolution & Coaching

Awards

In 2018 I was awarded the AVP title with Wells Fargo for outstanding performance.   I was able to improve overall team productivity over 30%.  I help to improve not only team but over center customer satisfaction more than 50%.  


In 2006 I was award Supervisor of the year with Convergys.   I built the support team for Comcast Video.  I recurred and trained the team.  I wrote policy for these agents to follow when handling customer complaints.    

Timeline

Relationship Banker

Bank of America
01.2024 - 04.2025

Customer Service Associate Manager

Wells Fargo Bank, N.A.
01.2013 - 10.2023

Team Supervisor

Convergys
08.2000 - 12.2012

Some College (No Degree) - Nursing

South Plains College

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