Download PDF

Work experience

Apr 2015Present

Customer Service Phone Rep

American Express

CEN Network Ft Lauderdale, FL

Part of the Customer Experience Network that focuses on providing a market superior experience for American Express Platinum card members.  Assist card members with billing questions, disputes and membership benefits.  Main focus on relationship care and providing an experience for members that personify the American Express brand.   

Dec 2014Apr 2015

Personal Banker 2

Wells Fargo Bank

Personal Banker 2 Ft Lauderdale, FL

Detailed focus on daily interactions to drive daily sales goals while maintaining superior customer experience. Daily coaching with teller staff to improve skill set utilizing warm ups at beginning of shift and cool downs at the end of shift; holding a high level of accountability among teller staff.

Dec 2012Dec 2014

Branch Manager 

Wells Fargo Bank 

Manager Coral Springs, FL

Manage sales team to meet daily, weekly, monthly and quarterly goals. Provide a healthy and productive environment for team members. Develop and coach team members for growth within the company. Weekly reporting to DM, strategic planning to overcome opportunities and to drive results.

Jun 2012Dec 2012

Personal Banker 1

Wells Fargo Bank

Personal Banker 1 Coral Springs, FL

Daily focus on driving sales while maintaining excellent customer experience. Met and exceeded sales incentive for role and was promoted to store manager.

Jan 2012Jun 2012

Store Manager

T-Mobile

Pembroke Pines Store Manager

Maintaining positive environment while driving quotas and meeting monthly objectives for location. Compiled procedure manual for daily store procedures, opening/closing procedures, RQ4 system, and Office Drop. Assisting CEOO and District Manager with running reports and area managers with daily procedures and reports. The" go to" person for the two districts. Created solutions in the areas of inventory, sales reporting, distribution and product upgrades that led to system improvements and streamlined processes.

Jul 2011Jan 2012

Retail Sales Associate

AT&T, Pembroke Pines

Retail Sales Associate Pembroke Pines, FL

Demonstrated that customers come first by serving them with a sense of urgency.

Sep 2007May 2011

Assistant Store Manager

Verizon Wireless

Assistant Store Manager North Miami Beach, Fl

Generated monthly and annual sales reports. Responsible for assisting the store manager in daily duties. Participate in weekly store calls by preparing agendas. Assign and hold staff accountable for weekly tasks. Weekly tasks include 5 Star call, Small Business Funnel management and Appointment log. Attend manager meetings in the absence of the store manager. Coached employees to improve performance and to obtain quota goals. Oversee merchandising leads and follow up to confirm POP refreshes and pricing are current. Send weekly KPI forecast to district manager. Proactively assist on the sales floor to maintain sales floor manager program and to meet the needs of the customer.

Education

University of South Florida, Tampa 

Music Performance - no degree

May 1991

HSD

Lois Cowles Harrison Visual and Performing Arts Center at Lakeland High School

High School Diploma.

Skills

Customer Service

Ability to meet and exceed customer's needs as well as anticipate their needs for the future. Successful record of providing outstanding experiences whether it be cell phone customers, banking customers or card members.

Management 

Successful manager that has the ability to drive sales goals and incentives as well as maintain inventory levels, marketing materials and create a positive atmosphere for staff.

Microsoft Office Products

Experienced in Microsoft products.

Strategic Planning

Strategic planning skill set used to develop action plans to meet and/or exceed sales goals and customer experience .