Susan Ludlam
Jacksonville,FL
Summary
Accomplished professional with a proven track record at Wells Fargo for 22 years, excelling in customer relationship management and problem-solving. Enhanced support quality and exceeded performance metrics through effective teamwork and collaboration. Demonstrated exceptional organizational skills and professionalism, significantly improving customer satisfaction and service efficiency. Knowledgeable and dedicated customer service professional with extensive experience in global treasury management industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success.
Overview
23
23
years of professional experience
Work History
Business Relationship Support Associate- Dedicated
Wells Fargo
03.2019 - Current
- Being accountable for a complex portfolio of customers and identifying and resolving any issues or needs uncovered.
- Provide quality support with thorough troubleshooting and problem-solving techniques ensuring customers always feel supported.
- Collaborate and consult with peers, colleagues and managers to resolve issues and achieve goals.
- Consistently meet or exceed performance metrics, showcasing dedication to providing exceptional support services.
- Continuing to stay updated on policies, procedures and compliance requirements.
Business Relationship Support Associate- NSG
Wells Fargo
07.2016 - 03.2019
- Increased support quality with thorough troubleshooting and problem-solving techniques.
- Exceeded customer expectations by going above and beyond standard customer service
- Consistently met or exceeded performance metrics, showcasing dedication to providing exceptional support services.
Branch (Service Manager, Teller, Banker)
Wells Fargo
09.2001 - 03.2019
- Delivered quality service with remarkable efficiency by skillfully overseeing daily branch operations.
- Handled customers' complaints and questions with utmost professionalism to restore satisfaction and maintain loyalty to branch.
- Improved customer satisfaction by addressing and resolving service-related issues promptly and professionally.
- Trained staff in bank products, operations procedures and successful sales strategies.
- Processed customers' deposits, transfers and cash withdrawals.
- Evaluated employee performance regularly, providing constructive feedback for continuous improvement.
- Coached staff to improve efficiency and revenue with more effective procedures and approaches.
Education
HM King High School
Skills
- Teamwork and Collaboration
- Problem-Solving
- Time Management
- Attention to Detail and accuracy skills
- Multitasking
- Calm and Professional Under Pressure
- Reliability
- Customer service excellence
- Organizational Skills
- Effective Communication
- Problem Resolution
- Relationship Building
- Professionalism
- Issue and Complaint Resolution
Accomplishments
Consistently receive rating of exceeds expectations on reviews from management.
Exceed in goals while providing excellent service to customers.
Received multiple accolades from partners for handling issues for dedicated complex customers.
Timeline
Business Relationship Support Associate- Dedicated
Wells Fargo
03.2019 - Current
Business Relationship Support Associate- NSG
Wells Fargo
07.2016 - 03.2019
Branch (Service Manager, Teller, Banker)
Wells Fargo
09.2001 - 03.2019
HM King High School
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