Roland Lujan
Lubbock
Summary
Dedicated individual with a proven track record in customer service and operational leadership. Known for exceptional communication and attention to detail, ready to contribute to enhancing customer experiences and fostering a collaborative work environment.
Overview
22
22
years of professional experience
Work History
Phone Banker
Wells Fargo
Lubbock
03.2020 - 12.2025
- Assisted customers with account inquiries, providing accurate information and resolving issues efficient
- Researched fraudulent transactions and filed claims.
- Processed transactions, ensuring adherence to compliance guidelines and operational procedures.
- Educated customers on online banking and mobile banking applications.
- Maintained friendly and professional customer interactions.
- Built strong rapport with customers through empathetic listening skills, understanding their unique situations, and providing tailored assistance accordingly.
- Provided solutions to customers to avoid account closures.
- Processed wide variety of banking transactions such as account transfers, wire transfers, payments, and stop payments.
- Accurately referred customers to other banking departments for specialized needs and issues.
- Monitored and verified suspicious activity on customer accounts.
- Helped customers enroll and understand online banking services. Assisted with user access problems such as log-in issues and forgotten passwords.
- Navigated multiple banking systems simultaneously to access account information, process transactions, and update client records accurately.
- Collaborated with team members to optimize policy and procedure to improve efficiency.
- Increased customer satisfaction by promptly addressing inquiries and resolving issues in a timely manner.
- Participated in ongoing training opportunities to stay current on industry trends, product offerings, and regulatory requirements for better client support.
- Boosted customer satisfaction by offering personalized products and solutions to meet customer needs.
- Reduced average call handling time through efficient problem-solving and effective use of banking systems and resources.
- Delivered exceptional service by proactively identifying potential account issues before they escalated into larger problems.
- Assisted in training new hires by sharing knowledge, demonstrating best practices, and offering guidance on effective phone banking techniques.
- Managed high call volume while maintaining composure during peak hours or periods of increased stress.
- Achieved consistent performance metrics with a focus on customer service and adherence to company policies and procedures.
Center Manager
Advance America
Lubbock, TX
12.2011 - 03.2020
- My leadership directed turnaround efforts for three struggling centers, resulting in profitability within three months. Managed two additional centers to consistently rank at the top of region both top-line/bottom-line revenue and Bad Debt reduction maximizing profitability.
- Implemented and monitored policy and procedure compliance in five centers to achieve outstanding compliance awards.
- Achieved consistent high performance in launching and managing new product initiatives.
- Led daily operations to enhance customer experience and ensure compliance with company policies.
- Managed staff training programs to improve team performance and service delivery standards.
- Developed and implemented operational strategies to increase efficiency in branch workflow processes.
- Oversaw financial transactions, ensuring accuracy and adherence to regulatory requirements.
- Coordinated marketing initiatives to promote financial products, resulting in increased customer engagement.
- Analyzed performance metrics to identify trends and drive continuous improvement efforts across the center.
- Oversaw the recruitment, hiring, and onboarding processes to ensure a skilled workforce capable of meeting center objectives.
- Checked facility, employee work and service levels to maintain compliance with company and industry standards.
- Managed daily operations for optimal efficiency, resulting in improved revenue generation and higher customer retention rates.
- Successfully resolved client concerns by actively listening to their needs and proposing viable solutions that met their expectations.
- Enhanced customer satisfaction by implementing efficient service delivery strategies and streamlining center operations.
Floor Supervisor
Furrs Cafeteria
Lubbock, TX
01.2007 - 11.2011
- Supervised team members to ensure quality service and customer satisfaction.
- Trained and mentored staff on food safety standards and customer service.
- Monitored compliance with health regulations, maintaining safe and sanitary food handling practices.
- Resolved conflicts among staff members diplomatically, maintaining a harmonious working environment conducive to productivity.
- Addressed and resolved all customer inquiries and complaints with timeliness and professionalism.
Supervisor
Seven Eleven
Midland, TX
01.2004 - 2007
- Supervised daily operations, ensuring compliance with company policies and safety standards.
- Trained and mentored team members on effective customer service techniques.
- Managed inventory levels, conducting regular audits to prevent stock shortages.
- Resolved customer inquiries and complaints efficiently, maintaining high satisfaction rates.
- Coordinated staff schedules to optimize coverage during peak hours and events.
- Resolved conflicts among team members promptly, maintaining a harmonious working environment conducive to productivity.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Implemented safety protocols to minimize workplace accidents and maintain compliance with industry standards.
- Optimized scheduling to ensure full coverage during peak hours without overstaffing, balancing customer service with cost efficiency.
- Analyzed sales data to identify trends and adjust merchandising strategies accordingly.
- Identified operational inefficiencies and implemented corrective measures to increase effectiveness.
Education
GED -
Adult Education Center
Lubbock, TXSkills
- Goal oriented
- Building rapport with team members and customers
- Bilingual in Spanish
- Adaptability and flexibility
- Teamwork and collaboration
- Consistent Team Contributor
- Dependable and Honest
- Accurate Time Management
- Positive attitude
- Problem-solving abilities
- Multitasking Abilities
- Attention to detail
- Excellent communication
- Effective Customer Handling
- Top performer in customer satisfaction surveys
Languages
Spanish
Native or Bilingual
Timeline
Phone Banker
Wells Fargo
03.2020 - 12.2025
Center Manager
Advance America
12.2011 - 03.2020
Floor Supervisor
Furrs Cafeteria
01.2007 - 11.2011
Supervisor
Seven Eleven
01.2004 - 2007
GED -
Adult Education Center