Robert Thomas
Fairhope,AL
Summary
Dedicated personal banker with over 7 years of experience in financial advising and client education. Committed to delivering exceptional customer service and building lasting relationships to enhance client satisfaction and loyalty.
Overview
23
23
years of professional experience
Work History
Personal Banker
Wells Fargo Bank, N.A.
Fairhope, Alabama
02.2017 - 12.2024
- Guided clients through account inquiries and financial product selection to enhance banking experiences.
- Promoted and cross-sold banking products, including credit cards, loans, and investments, to fulfill client needs.
- Delivered exceptional customer service, resulting in increased client satisfaction and retention rates.
- Educated customers on retail products and digital solutions to improve overall customer experience.
- Facilitated account openings, closures, loan applications, and financial decision-making for clients.
- Collaborated with team members to optimize branch operations, boosting efficiency and achieving objectives.
- Trained new staff on customer service best practices and compliance regulations effectively.
Supervisor/Team Leader
SouthTrust Bank/Wachovia Bank Call Center
Homewood, Alabama
08.2001 - 02.2005
- Led team of 8-12 employees in daily operations to achieve service goals.
- Supervised daily operations of call center team to ensure service quality.
- Trained staff on customer service protocols and effective communication techniques.
- Monitored performance metrics and provided actionable feedback to improve team effectiveness.
- Resolved escalated customer issues to maintain satisfaction and loyalty.
- Resolved customer complaints in a timely manner while ensuring customer satisfaction.
- Conducted regular team meetings to discuss goals and share best practices.
- Monitored employee productivity to provide constructive feedback and coaching.
- Trained and mentored staff on company policies and procedures to ensure compliance and consistency.
- Complied with company policies, objectives and communication goals.
Education
High School Diploma -
Shelby Academy
Montevallo, AL05-1985
Some College (No Degree) - Undeclared
University of Montevallo
Montevallo, ALSkills
- Risk management
- Product promotion
- Relationship management
- Financial product knowledge
- Team leadership
- Customer rapport
Filling in the Gaps
- In April of 1985, during my Senior year of HS, I started out as a sales clerk with Turtle's Records & Tapes. By the fall, during my Freshman year at U of M, I had become 3rd Key. By Spring, Assistant Manger and by age 20, Manager. Over the next 11 years, I managed stores in Panama City, FL, Tuscaloosa, AL and Homewood, AL.
- In 2000, I became a Stay-at-Home dad just before my second child was born until I started a new career in banking with SouthTrust in 2001.
- In 2005, I returned to being a Stay-at-Home dad shortly after my third child was born and moved to Fairhope, AL.
- In 2017, I began working for Wells Fargo until late 2024. Since then I've enjoyed spending time with my grandson while assisting my son with him being a Stay-at-Home dad.
- I'll looking forward to the next chapter in life.
Timeline
Personal Banker
Wells Fargo Bank, N.A.
02.2017 - 12.2024
Supervisor/Team Leader
SouthTrust Bank/Wachovia Bank Call Center
08.2001 - 02.2005
High School Diploma -
Shelby Academy
Some College (No Degree) - Undeclared
University of Montevallo