Malcolm Washington
Los Angeles,CA
Summary
Results-oriented Support Manager offering 11 years experience in field. History of implementing successful improvements to department and leading changes by example. Industry expert with creative strategies for high-volume support ticket management.
Overview
11
11
years of professional experience
Work History
Client Support Supervisor
First Republic Bank
2018.06 - Current
- Answered customer inquiries regarding account balances, transaction history, services charges and interest rates.
- Tracked and documented metrics, and evaluated trends.
- Conducted training and mentored team members to promote productivity, accuracy and commitment to friendly service.
- Coached employees through day-to-day work and complex problems.
- Actively supported service associates by quickly responding to questions via phone and email and finding appropriate solutions to customer issues.
- Coached team members to deliver hospitable, professional service while adhering to set service models.
- Led process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team.
- Kept abreast of new company products and services to effectively answer questions and resolve complaints.
Business Banking Specialist
Wells Fargo
2016.07 - 2018.06
- Working in a fast paced sales environment
- Managing Wells Fargo’s expectations and conducting follow ups with customers and Wells Fargo partners such as WF Merchant services, WF Payroll, Business Banking Group, Treasury Management, Relationship Managers, and insurance agents
- Building affluent client relationships.
- Met with customers to assess needs and propose customized solutions.
- Delivered exceptional experience and maintained productive relationships with area small businesses.
- Stayed up-to date with latest bank products and services for businesses.
Personal Banker
Wells Fargo
2013.02 - 2016.07
- Answered customer inquiries regarding account balances, transaction history, services charges and interest rates.
- Processed customer transactions promptly, minimizing wait times.
- Completed highly accurate, high-volume money counts via both manual and machine-driven approaches.
- Learned about customer's financial needs, established trust and optimized sales opportunities resulting in quality customer service.
- Worked closely with management to strategize sales techniques to increase branch production and customer service.
- Networked to increase client base and encourage existing clients to expand financial portfolios.
Assistant Manager
Walgreens
2012.01 - 2013.01
- Merchandising
- Cash Handling
- Store resets including refrigerator and freezer
- Fast paced work environment with acute attention to detail
- Directly work with Walgreens and company’s customers in terms of sales, service needs, and day-to-day customer transactions.
- Helped with planning schedules and delegating assignments to meet coverage and service demands.
- Completed regular inventory counts to verify stock levels, address discrepancies and forecast future needs.
Education
High School Diploma -
Fairfax High School
Los Angeles, CA06.2005
Skills
- Excellent communication skills
- Strong analytical skills
- Solid Managerial aptitude
- Proficient with a variety of business software including Microsoft Office Suite
- Ability to understand complex directions and apply appropriate process as instructed
- Documentation Support
- Customer Satisfaction
- Team Support
- Employee Support
- Project Support
- Operational Support
- Staff Training
- Staff Meetings
- Customer Care
- Bank Services
Timeline
Client Support Supervisor
First Republic Bank
2018.06 - Current
Business Banking Specialist
Wells Fargo
2016.07 - 2018.06
Personal Banker
Wells Fargo
2013.02 - 2016.07
Assistant Manager
Walgreens
2012.01 - 2013.01
High School Diploma -
Fairfax High School