Sontrevian Wallace
Pahokee ,FL
Summary
Driven by a proven track record of enhancing operational efficiency and leading teams to exceed sales goals, I leveraged my banking operations knowledge and people management skills at PNC Bank. Achieving a 95-100% customer service rating, I excel in building relationships and fostering teamwork, demonstrating a commitment to results and staff development.
Overview
8
8
years of professional experience
Work History
Branch Banker Team Leader
PNC Bank
Pahokee, FL
05.2023 - Current
- Delivered consistent results in meeting sales targets by motivating staff through ongoing training sessions and coaching techniques.
- Implemented innovative solutions to resolve customer complaints, enhancing overall client experience at the bank branch.
- Implemented risk management strategies, reducing fraud incidents and maintaining compliance with banking regulations.
- Developed a comprehensive training program designed to increase banking knowledge among employees.
- Collaborated with other departments to achieve overall organizational goals and improve operational efficiency.
- Organized community events to promote brand awareness and contribute positively to the local area.
- Provided personalized financial guidance for customers resulting in tailored product recommendations.
- Enhanced customer satisfaction by providing exceptional service and addressing client concerns promptly.
- Adhered to loss prevention standards and responded to alarm call.
- Ensured compliance with all federal regulations while managing day-to-day operations of the branch effectively.
- Responded to customer inquiries regarding new accounts and account services.
- Backed up teller team by handling needs of new and existing customers at main counter.
- Verified customer identity and reviewed documentation for accuracy.
- Presented new and additional products and services to existing customers.
- Interviewed customers to obtain information needed for opening new accounts or renting safe-deposit boxes.
- Contacted customers as soon as issues arose to immediately find resolution before problem escalated.
- Assisted tellers with transactions above their limits
- Maintained 9.5-10 / 10 customer service ratings
- Open and maintain consumer / business checking accounts
- Sales conversation to uncover additional client needs
Auto Claims Adjuster
State Farm
Dunwoody, GA
08.2021 - 08.2022
- Acted as a reliable point of contact for customers throughout the claims process, addressing their concerns with empathy and professionalism.
- Demonstrated expert knowledge of auto insurance policies and coverages, allowing for accurate assessment of damages and appropriate claim payouts.
- Documented all findings in concise reports.
- Enhanced customer satisfaction by efficiently managing auto claims and providing prompt resolutions.
- Established an effective system for tracking and monitoring claims from initial report to final resolution, ensuring timely updates were provided to all relevant parties.
- Utilized strong negotiation skills to settle disputed liability cases in a fair and reasonable manner, ultimately minimizing company exposure to financial risk.
- Provided exceptional customer service at all stages of the claims lifecycle while adhering to strict confidentiality guidelines regarding sensitive client information.
- Assisted clients with navigating complex insurance policies, ensuring they understood the extent of their coverage and benefits available to them during the claims process.
- Negotiated with claimants to settle claims.
- Issued payouts to claimants.
- Increased overall efficiency in claims handling by utilizing advanced technology tools for documentation, record-keeping, and data analysis.
- Mitigated potential litigation risks through careful attention to detail in documenting evidence gathered during investigations and claim evaluations.
- Negotiated fair settlements with both customers and third-party claimants, balancing empathy with fiscal responsibility to protect company assets.
Wellness Coordinator
The Joint Chiropractic
North Georgia
12.2018 - 07.2020
- Responsible for consistently meeting sales goals and client conversations
- Making sure all patient forms met HIPPA requirments
- Recording clinic daily goals in manager
- Responsible for patient plan renewals and packages
- First point of contact for patients. Making each of them feel at home and welcomed.
- Manage clinic phone calls and and appointment setting
- Manage daily clinic operations including insuring it’s clean and inventory is stocked.
- Execute all The Joint chiropractic standard operating procedures
- Participated in marketing opportunities to help the clinic build new patient counts
- Complete transactions using point of sales software and ensure all patient accounts are current and accurate
Winner Circle Team Lead
Dave & Buster's
Lawrenceville, GA
11.2016 - 12.2018
- Trained new team members by relaying information on company procedures and safety requirements.
- Promoted a positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
- Served as a role model for the team by demonstrating commitment to excellence, professionalism, and adherence to company values at all times.
- Coached team members in techniques necessary to complete job tasks.
- Enhanced overall team performance by providing regular coaching, feedback, and skill development opportunities.
- Collaborated with other department leads to streamline workflows, improve interdepartmental coordination, and achieve business goals collectively.
- Worked different stations to provide optimal coverage and meet production goals.
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
- Collected, arranged, and input information into database system.
- Keep track, count and accept store inventory
Education
Diploma -
Peachtree Ridge High School
Suwanee, GA05.2013
Skills
- Operational Efficiency
- People Management
- Sales Leadership
- Staff Development
- Teamwork and Collaboration
- Problem-Solving
- Problem-solving abilities
- Banking operations knowledge
- Active Listening
- Decision-Making
- Relationship Building
- Team building
- Self Motivation
- Time management abilities
Timeline
Branch Banker Team Leader
PNC Bank
05.2023 - Current
Auto Claims Adjuster
State Farm
08.2021 - 08.2022
Wellness Coordinator
The Joint Chiropractic
12.2018 - 07.2020
Winner Circle Team Lead
Dave & Buster's
11.2016 - 12.2018
Diploma -
Peachtree Ridge High School