Lesley Coleman
Atlanta,GA
Summary
Thorough Operations Lead with experience driving business success. Poised professional with outstanding communication, organizational and leadership skills. Motivational and seasoned to lead team of talented employees.
Overview
30
30
years of professional experience
1
1
Certification
Work History
Branch Operations Lead
JPMorgan Chase
09.2024 - Current
- Developed strong relationships with clients, resulting in increased loyalty and repeat business.
- Managed daily branch operations for optimal productivity and customer satisfaction.
- Supervised a team of employees, fostering a positive work environment and emphasizing professional growth.
- Established best practices for resolving client issues quickly while maintaining high standards of professionalism.
- Observed employees on proper procedures and strategies to improve productivity.
- Performed monthly compliance checks and Audits.
- Adhered to financial services security and audit procedures.
- Balance Teller drawers, ATM's & Vault
- Collaborated with senior management to create strategic plans for future branch growth and expansion.
Associate Banker ME (Maintenance Expert)
JPMorgan Chase
07.2017 - Current
- Fulfilled diverse duties to provide customer service, operate money counters, balance and replenish ATMs.
- Researched and resolved customer issues on personal savings, checking and lines of credit accounts.
- Entered member transaction data into online banking software.
- Managed opening and closing times for main branch.
- Processed cash withdrawals.
Relationship Banker
JPMorgan Chase
07.2022 - 12.2022
- 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.
Package Operator
FedEx SmartPost
10.2010 - 08.2011
- Sorted cargo for accurate shipment to target locations, preventing unnecessary delays and promoting productivity.
- Tracked parcel movement using hand-held scanners and daily production sheets to keep records accurate.
- Ensured timely delivery of packages by prioritizing urgent shipments and adhering to strict deadlines.
Sales Associate
NOVA for US Bank
09.2006 - 12.2009
- Managed a high volume of calls daily while maintaining professionalism and efficiency.
- Generated new leads through targeted cold calling efforts, expanding the company''s client base.
- Informed current and prospective customers of promotions and new or upgraded products.
- Contacted small business's offering merchant services such as credit card & check acceptance.
Customer Service Manager
AT&T
05.1995 - 05.2005
- Oversaw addressing of customer requests for friendly, knowledgeable service and support.
- Assessed departmental operations to determine areas for customer service improvement and support.
- Supervised 50 customer service calls per week to track support issues and improve operating procedures.
- Trained new employees on company policies, procedures, and customer service standards.
- Supervised and trained customer service team members to provide exceptional service, driving retention and satisfaction.
- Supervised and coached sales managers and sales representatives while developing training strategies to boost profitability.
- Trained new hires on relationship building, benefit-oriented sales presentations, sales processes and protocol, product knowledge, customer needs analysis and overcoming objections.
Education
Business Administration
Atlanta Metropolitan State College
Atlanta, GASkills
- Strong verbal communication
- Commitment to banking ethics
- Customer service proficiency
- Ensures financial transactions are completed accurately and efficiently, while complying with all policies, procedures and regulatory and banking requirements
- Encouraging demeanor
- Over 30 years in Customer Service In person and by Phone
Accomplishments
Awarded The One JPMC Award for Excellence in Client Service
Experience
["Managers, All Other"],["Postal Service Mail Sorters, Processors, and Processing Machine Operators"],["Computer, Automated Teller, and Office Machine Repairers"]
Certification
- Management & Leadership Series, LSU - 2/2024-6/2024
Timeline
Branch Operations Lead
JPMorgan Chase
09.2024 - Current
Relationship Banker
JPMorgan Chase
07.2022 - 12.2022
Associate Banker ME (Maintenance Expert)
JPMorgan Chase
07.2017 - Current
Package Operator
FedEx SmartPost
10.2010 - 08.2011
Sales Associate
NOVA for US Bank
09.2006 - 12.2009
Customer Service Manager
AT&T
05.1995 - 05.2005
Business Administration
Atlanta Metropolitan State College
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