Manage a team of Business Banker Coaches that assist with the training and development of new hires. Facilitate training to leadership teams, onboard training programs, develop curricula to elite NBBC teams, and oversee Work From Home programs for all candidates with full time employment status. Promote a diverse & inclusive culture within remote and on-site training sessions. Collaborate with recruiting partners to assess and identify candidate profiles that align with business needs. Conduct interviews using STAR format which helps match qualifications for targeted questions. Conduct Quarterly, Mid Year and End of Year Performance Evaluations. Provide in the moment Affirming and Constructive Feedback to Banker Coaches as needed. Create opportunities for Banker Coaches by delegating responsibilities based off skill set, tenure and proven ability to work with and lead others. Foster a safe, confidential and engaging learning environment at all times. Participate in ongoing leadership meetings and serve on committees focused on strengthening Customer Satisfaction. Currently maintain the highest team Accountability, Adherence and Average Wait Time of all Coaching Queue teams within the NBBC footprint.

Managed a team of Business Bankers that supported Branch Bankers with high profile account servicing needs. Responded to direct feedback provided by internal and external customers that resulted in coaching or recognition opportunities for team members. Created competitive campaigns that promoted engagement and resulted in World Class Customer Service. Researched business entity types, procedures and protocol in order to remain proficient with the language and servicing of Business Client Relationships. Partnered with Line Of Business leaders to up-skill and train team members who were supporting Digital Sales initiative during COVID-19 Pandemic. Responsible for reviewing time cards to ensure accurate recording of worked hours, holiday and other time away. Provided side by side coaching and feedback in order to enhance banker performance. Facilitated recognition programs and volunteered in community service activities.

• Deliver training to new hires in order to develop and enhance their skills as Consumer, Online Customer Service and National Business Banking Phone Bankers. • Support multiple lines of businesses with updating and creating modifications to course curriculum.• Model professionalism, leadership, and ethical practices that align with the Visions & Values of Wells Fargo Bank. • Provide individual or group coaching to assist in the learning of new processes and skills. • Work as a liaison for leadership teams tracking attendance, job fit and behavioral concerns daily. • Monitor the progress and reward the success of individual and overall class achievements. • Contribute to the quick progression/promotion of new hires to roles as coaches after completion of training. • Possess 8+ years of supervisory experience • Support peers and assist with project management. • Deliver Virtual Training via

•Foster an environment in which morale is high and employees are motivated to deliver top performance. •Coach, develop, and train 25+ customer service and sales reps in a highly competitive and results driven environment. •Lead by example and maintain strong product knowledge and working leader responsibilities.•Facilitate bi-weekly team meetings, manage daily activities of teammates, key exceptions when appropriate to balance time scheduled away from phones.•SME: Complaint Handling & Resolution, De-escalating calls, Team Building & Training, Sales Improvement, Teammate Recognition, and Communication Skills.•Act as liaison with Resource Planning, Banker Connection, and Phone Bank Operations in order to troubleshoot and resolve complex customer issues.

•Initiated and resolved complex research in order to assist customers with inquiries regarding account history, status and activity. •Accepted payments for credit cards, line of credit accounts, and initiated transfers for customers between personal and deposit accounts. •Assisted with cross-training and coaching of new hires. •Received several awards as a Top Performing Banker. •Exceeded goals when making sales referrals and meeting performance requirements. •Reduced number of escalated calls by taking ownership of customer issues, and remaining professional during each customer interaction.

•Provided routine emergency care to soldiers while in a field or hospital setting.• Triaged patients based on acute or chronic illnesses. •Received hands on training and certification as a licensed Emergency Medical Technician. •Initiated and monitored Intravenous (IV)Therapy.•Maintained meticulous accountability and confidentiality of medical records. •Prepared soldiers for in-processing into the active duty component by giving immunizations, health screenings and physicals. •Ordered and maintained medical equipment and supplies for Troop Medical Clinics.

•Explained rate plans, evaluated alternatives, and offered to make appropriate changes in order to save customer money. •Created and worked in special projects designed to create customer loyalty. •Ensured customers needs were met by taking the appropriate action to avoid escalations.