Theresa Calhoun
Bernalillo,United States
Summary
Experienced with leadership and strategic planning in high-stakes environments. Utilizes strong problem-solving and decision-making skills to drive operational success. Track record of effective team leadership and conflict resolution, ensuring mission objectives are met.
Overview
20
20
years of professional experience
Work History
Officer, Sales Team Manager
Bank of America
05.2022 - Current
- Executed Line of Business priorities, enhancing operational efficiency and client experience.
- Assist with escalated client concerns and completing necessary complex research to resolve the client's concern
- Coached and managed a diverse team, fostering employee engagement and inclusion.
- Conducted thorough research to resolve escalated client inquiries promptly and compliantly.
- Managed competing business priorities to optimize productivity and performance metrics.
- Led talent acquisition and onboarding processes, supporting team career growth.
- Advocated for team members daily, ensuring their needs and concerns were addressed
- 10 years 6 months
Senior Client Advocate
Bank of America
11.2019 - 05.2022
- Acted as primary contact for bankers in the manager's absence, demonstrating leadership.
- Assisted with annual agent reviews and analyzed site statistics for performance improvement.
- Provided coaching and support to strengthen banker skills and manage client follow-ups.
- Resolved escalated client concerns efficiently, adapting to changing environments.
- 2 years 7 months
Preferred Relationship Specialist Deposit and Small Business Specialist
Bank of America
01.2015 - 11.2019
- Provided coaching to colleagues, enhancing team performance.
- Answered incoming calls for the Bank of America Customer Contact Center professionally.
- Delivered excellent customer service, achieving individual service goals and departmental standards.
- Leveraged extensive product knowledge to make appropriate customer suggestions
- Assisted client with troubleshooting and educated client on how to use digital tools to enhance their banking experience
- 4 years 11 months
Call Center Representative
Sprint
07.2014 - 01.2015
- Provide proactive and timely resolutions for customer inquiries and concerns.
- Build customer loyalty and create value through thoughtful account management, identifying opportunities for additional products, services, and solutions.
- Deliver exceptional customer experiences using provided training tools, resources, and personal expertise.
- Meet department productivity and quality standards.
- 7 months
Call Center Customer Service Representative/Teller
BMO
10.2008 - 05.2014
- Answer all incoming calls through BMO Harris Customer Contact Center in a prompt and professional manner.
- Provide excellent customer service while assisting department meeting service levels and achieving my own service goals.
- Exhibit thorough knowledge of products and services.
- Make appropriate suggestions to customers to enhance their banking relationship.
- Ability to be flexible as call volume dictates and always be willing to put the customer first.
- Handle basic bank transactions relative to a contact center environment and personal banker functions in regards to setting up services and deposit accounts.
- Count, sort and package currency and coin quickly and accurately.
- Balance assigned cash drawer in accordance to Bank directives.
- 5 years 8 months
Co Manager
Speedway
06.2005 - 10.2008
- Oversee and train employees to ensure they adhere to company policies and procedures.
- Manage schedules and ensure staffing levels are appropriate to meet customer demands.
- Delegate daily operational duties and ensure they are completed efficiently.
- Ensure the workplace is safe, clean, and compliant with company standards.
- Help address and resolve employee issues.
- Assisted in controlling costs and ensuring the store achieved its sales and profitability goals.
- Handle cash, make deposits, and maintain accurate financial records.
- Assist in managing inventory and ensuring appropriate levels of merchandise and supplies.
- 3 years 5 months
Education
Bachelor of Science - BS - Management
University of Phoenix
Phoenix, AZ09.2027
Skills
- Claims Handling
- Banking Operations
- Small Business Banking
- Public speaking
- Data-driven decision making
- Sales coaching
- Sales team training
- Verbal and written communication
- Relationship building
- Goals and performance
- Employee motivation
- Performance coaching
Timeline
Officer, Sales Team Manager
Bank of America
05.2022 - Current
Senior Client Advocate
Bank of America
11.2019 - 05.2022
Preferred Relationship Specialist Deposit and Small Business Specialist
Bank of America
01.2015 - 11.2019
Call Center Representative
Sprint
07.2014 - 01.2015
Call Center Customer Service Representative/Teller
BMO
10.2008 - 05.2014
Co Manager
Speedway
06.2005 - 10.2008
Bachelor of Science - BS - Management
University of Phoenix
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