Summary
Overview
Work History
Education
Skills
Timeline
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Shalena Ball

Fort Myers

Summary

Proven track record in customer service, coaching, and leadership, with a strong ability to thrive in collaborative environments. Known for going above and beyond to deliver exceptional customer experiences, while leveraging creative problem-solving skills to optimize workflows, enhance operational efficiency, and ensure the highest standards of quality.

Overview

25
25
years of professional experience

Work History

Branch Operations Coordinator

Wells Fargo Miromar
10.2018 - Current
  • Engaging customers in conversations, listening to them, and proactively helping find solutions and address concerns
  • Working as a part of a team, with bank partners, to help customers succeed financially
  • Serving as a leader in risk by following policies and procedures
  • Accurately and efficiently processing and approving transactions
  • Hired, trained and supervised team of service staff members to meet business goals.
  • Supporting teller team in education and developmental growth
  • Conducted regular audits to ensure compliance with company policies and industry regulations.
  • Boosted employee retention by fostering a positive work environment and providing ongoing support and training.

Service Manager

Wells Fargo Coconut Point
01.2017 - 10.2018
  • Lead the team and serve as a role model by providing excellent customer service including engaging customers in conversations and building relationships with them to retain their business
  • Serve as a leader in managing risk
  • Lead the team to ensure customers are informed of the ways Wells Fargo can help them, by making introductions to other branch team members
  • Participated in attracting, retaining, growing and developing talent
  • Coach and provide feedback leveraging performance management tools and processes
  • Support customers in resolving or escalating concerns or complaints
  • Manage your team’s schedule and lead the day-to-day operations
  • Hired, trained and supervised team of service staff members to meet business goals.

Teller-Lead Teller

Wells Fargo Bonita Beach
04.2013 - 01.2017
  • Engaging customers in conversations, listening to them, and proactively helping to meet their financial needs
  • Asking questions to get to know the customer to build relationships and retain their business
  • Working as a part of a team to help customers by adding value to their relationship with us
  • Maintaining a cash drawer including taking in and giving out cash and balancing

Shift Leader/Server

Perkins Restaurant
01.2001 - 03.2014
  • Performed all transactions in a cordial, efficient and professional manner
  • Primarily responsible for national training events for new hires

Education

High School Diploma -

Estero High School
01.1997

Skills

  • Branch operations management
  • Customer service
  • Strong team-builder
  • Attention to detail
  • Customer relationships

Timeline

Branch Operations Coordinator

Wells Fargo Miromar
10.2018 - Current

Service Manager

Wells Fargo Coconut Point
01.2017 - 10.2018

Teller-Lead Teller

Wells Fargo Bonita Beach
04.2013 - 01.2017

Shift Leader/Server

Perkins Restaurant
01.2001 - 03.2014

High School Diploma -

Estero High School

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Shalena Ball