Russell Wolfe Email & Phone Number

Orlando, Florida Area

• Motivational manager with a track record of success in leading teams of 14-50 professionals across various departments, including Customer Care, Fraud Prevention, Card Security, Mortgage, SWAT and Private Wealth..
• Consistently achieved the highest manager survey scores in the Client Care Center, year over year.
• Leading engagement for the entire contact center, resulting in higher teammate retention rates, client outcomes and better days at work.
• Act as a mentor to new leaders in contact center and provide tools for their success.
• Transitioned four teams of Care teammates to Mortgage ad hoc, allowing the bank to meet investor guidelines for service levels within two months.
• Started and successfully ran the multi-skilled and situational SWAT team, built to help rapidly train and deploy a team to help groups struggling with service levels.

Orlando, Florida, United States

• Summary: Dedicated coach with a focus on developing and improving the skills of teammates in their current roles while helping them pursue career advancement opportunities within the bank. Experienced in leading teams.
• Received the 2013 Gold Service Excellence Award for being within the top 2% of performers, company-wide.
• Coached the only team in Orlando to consistently meet OSAT and financial solution goals for 2013-2014
• Participated in planning floor-wide activities to boost morale and raise funds for teammate events.
• Acted as the Mass Affluent Champion for Orlando, ensuring all teammates are equipped to service mass affluent clients.
• Selected as the new Sales Champion for Orlando, driving results through meetings with coaches and floor contests.

Orlando, Florida, United States

• Worked directly with clients to satisfy their initial needs and concerns, elevate their experience with SunTrust, as well as identify opportunities for them to expand their relationship with the bank.Key Accomplishments
• Earned the 2012 Platinum Service Excellence award, awarded to the top 1% of performers company-wide.
• Selected to work in a number of smaller, specialized queues on top of normal work to focus on client satisfaction, including eBanking and Mass Affluent clientele.
• Achieved Top Performer recognition for 7 months in 2012 and 4 months in 2013 before being promoted to coach.
• Chosen to mentor new hire class due to my knowledge of systems, policies, and procedures, as well as my consistent performance.
• Consistently met department core booked product goal with an average of 17.6 per month, thirty percent above the goal.

Business Administration And Management, General

Business Administration And Management, General