Shay Scott
Corpus Christi
Summary
Dynamic leader with extensive experience at Wells Fargo Bank, N.A., excelling in staff training and development, and performance management. Achieved significant improvements in customer satisfaction and team productivity through effective decision-making and goal setting. Demonstrates exceptional customer service and team leadership, ensuring high-quality service delivery and enhanced team morale.
Overview
18
18
years of professional experience
Work History
Branch Operations Accociate Manager
Wells Fargo Bank, N.A.
03.2018 - Current
- Managed and motivated employees to be productive and engaged in work.
- Accomplished multiple tasks within established timeframes.
- Maintained professional, organized, and safe environment for employees and patrons.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Maximized performance by monitoring daily activities and mentoring team members.
Service Manager 1
Wells Fargo Bank, N.A.
08.2015 - 03.2018
- Resolved escalated customer complaints professionally, turning potentially negative experiences into opportunities for continued patronage.
- Resolved customer complaints in professional and timely manner.
- Conducted regular performance evaluations for staff members, offering constructive feedback and facilitating professional development opportunities.
- Enhanced team morale through regular recognition of exceptional performance and organizing team-building events.
Lead Teller
Wells Fargo Bank, N.A.
07.2012 - 08.2015
- Managed cash inventory, ensuring accurate balancing of the vault and individual teller drawers daily.
- Assisted in training new tellers to ensure a consistent level of excellent service across the team.
- Supported branch management in conducting audits, demonstrating attention to detail while verifying transactional records for accuracy.
- Mentored junior tellers, fostering professional growth and improved performance within the team.
Teller
Wells Fargo Bank, N.A.
01.2011 - 07.2012
- Balanced cash drawer daily and resolved discrepancies to provide accurate data regarding cash flow.
- Disbursed cash and checks accurately while maintaining security of cash drawers.
- Balanced cash drawers daily, identifying discrepancies and taking corrective actions as needed.
- Processed customer transactions promptly, minimizing wait times.
Customer Service Desk Associate
Walmart
03.2007 - 01.2011
- Demonstrated excellent multitasking skills by juggling multiple tasks simultaneously while maintaining attention to detail and accuracy.
- Assisted customers in finding suitable products, leading to increased sales and repeat business.
- Leveraged strong problem-solving abilities to address unique customer situations effectively while adhering to company guidelines.
Education
High School Diploma -
Portales High School
Portales, NM05-2004
Skills
- Customer service
- Team leadership
- Time management
- Decision-making
- Goal setting
- Staff management
- Staff training and development
- Performance management
- Shift scheduling
- Expectation setting
Timeline
Branch Operations Accociate Manager
Wells Fargo Bank, N.A.
03.2018 - Current
Service Manager 1
Wells Fargo Bank, N.A.
08.2015 - 03.2018
Lead Teller
Wells Fargo Bank, N.A.
07.2012 - 08.2015
Teller
Wells Fargo Bank, N.A.
01.2011 - 07.2012
Customer Service Desk Associate
Walmart
03.2007 - 01.2011
High School Diploma -
Portales High School
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