Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Generic

Zakiyyah Evans

Roanoke

Summary

Dynamic, results-driven Customer Service Team Lead with extensive experience in banking and customer service at Wells Fargo Bank. Skilled in guiding teams to surpass objectives, ensuring compliance, and enhancing customer experience. Aiming to utilize expertise in team leadership, intricate problem-solving, and customer engagement in a challenging role to elevate customer satisfaction and operational efficiency.

Overview

18
18
years of professional experience

Work History

Title Support Representative

Cornerstone Staffing & Recruiting
Fort Worth
04.2024 - 06.2025
  • Resolved escalated customer complaints promptly and efficiently.
  • Trained new staff on company policies and customer service protocols.
  • Collaborated with team members to improve service delivery processes.
  • Maintained positive demeanor while addressing challenging customer situations.
  • Adhered to company policies while delivering exceptional customer service.
  • Responded swiftly to all incoming customer assistance requests.

CUSTOMER SERVICE TEAM LEAD

Wells Fargo
Irving
07.2018 - 06.2023
  • Developed coaching plans, enhancing team performance to meet and exceed 100+ individual goals and targets.
  • Mentored 25+ new hires, significantly improving training outcomes and daily performance standards.
  • Provided key feedback for continuous improvement, leading to a 15% increase in team efficiency.
  • Maintained professional cross-departmental relationships, resulting in a 20% faster resolution of document requests.
  • Handled 50+ complex customer inquiries weekly, ensuring high satisfaction and accurate transaction processing.

EXECUTIVE RESOLUTION SPECIALIST

Wells Fargo
Irving
06.2014 - 06.2018
  • Drafted over 150 detailed correspondences annually for the CEO, addressing complex customer complaints.
  • Resolved over 200 escalated customer complaints each year, identifying root causes and implementing solutions.
  • Collaborated with business partners, reducing customer complaints by 25% through strategic problem-solving.
  • Identified and implemented key areas of improvement in customer service processes, enhancing customer experience.
  • Maintained a comprehensive database of customer resolutions, leading to a 15% increase in addressing future complaints.

CUSTOMER SERVICE REPRESENTATIVE III

Wells Fargo
Irving
03.2007 - 05.2014
  • Serviced the transactional needs of both indirect and direct loan customers, handling over 100 customer transactions daily.
  • Managed a diverse range of complex customer inquiries, processing an average of 70 intricate transactions daily.
  • Navigated through multiple banking systems, maintaining accurate documentation for 1,000+ customer accounts.
  • Processed 30+ loan applications and deferments weekly, contributing to the team's achievement of monthly goals by 20%.
  • Played a crucial role in training 15 new hires annually, enhancing their understanding of complex banking procedures.

Education

HIGH SCHOOL DIPLOMA -

Dothan High School
Dothan, AL
06.1996

Skills

  • Team leadership
  • Coaching and mentoring
  • Call monitoring and scoring
  • Policy compliance
  • Meeting facilitation
  • Interviewing techniques
  • Process review and optimization
  • Feedback management
  • Cross-functional collaboration
  • Documentation compliance
  • Complex inquiry resolution
  • Transaction processing
  • Written communication
  • Complaint resolution strategies
  • Data analysis and reporting
  • System navigation skills
  • Loan processing expertise
  • Training development programs
  • High-quality customer service delivery
  • Outbound calling techniques
  • Microsoft Office Suite proficiency
  • CRM software management (Salesforce)
  • Advanced CRM strategies (Salesforce)
  • Efficient call monitoring practices
  • Customer data navigation (banking systems)
  • Escalation handling techniques (troubleshooting tools)

Accomplishments

  • Spearheaded a customer feedback initiative, resulting in a 10% improvement in service quality.
  • Played a key role in implementing a new CRM system (Salesforce), enhancing customer tracking and interaction.
  • Led a project to digitize customer communication, reducing response time by 30%.
  • Developed a comprehensive training module for new hires, improving team performance by 20%.
  • Managed complex customer cases, recognized for outstanding problem-solving skills.

Timeline

Title Support Representative

Cornerstone Staffing & Recruiting
04.2024 - 06.2025

CUSTOMER SERVICE TEAM LEAD

Wells Fargo
07.2018 - 06.2023

EXECUTIVE RESOLUTION SPECIALIST

Wells Fargo
06.2014 - 06.2018

CUSTOMER SERVICE REPRESENTATIVE III

Wells Fargo
03.2007 - 05.2014

HIGH SCHOOL DIPLOMA -

Dothan High School

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