TERRY LYONS
Laveen
Summary
Results-driven representative recognized for high productivity and task efficiency. Expertise in client communication, problem resolution, and process optimization. Proficient in developing negotiation strategies and managing customer relationships. Utilizes active listening, empathy, and persuasive speaking to achieve objectives and exceed performance goals.
Overview
22
22
years of professional experience
Work History
Senior Account Resolution Representitive
Wells Fargo, NA
Phoenix
08.2004 - Current
- Assisted customers with account inquiries and transaction processing, ensuring timely resolution.
- Collaborated with team members to resolve customer issues, streamlining service delivery and improving customer satisfaction.
- Educated clients on banking products and services, enhancing their understanding and informed decision-making.
- Maintained accurate records of customer interactions and transactions, supporting effective reference and analysis for future improvements.
- Demonstrated effective telephone etiquette while managing difficult calls with professionalism.
- Consistently achieved daily performance goals set by management to drive operational success.
- Trained new staff on customer service protocols and system usage to ensure consistency.
- Supported co-workers during peak periods to uphold high standards of customer service.
Education
Life Insurance Agent -
National Insurance Producer Registry
Phoenix, AZ11-2021
Notary Public -
State of Arizona
The Capital In Phoenix02-2013
Some College (No Degree) - Computer Programming
University of New Mexico
Gallup, NM05-1992
Skills
- Team collaboration and independence
- Collections expertise
- Critical thinking and problem-solving
- Intermediate Microsoft Office proficiency
- Verbal, written, and interpersonal communication
- Computer systems navigation and information retrieval
- Analytical skills with attention to detail
- Customer service and active listening
Timeline
Senior Account Resolution Representitive
Wells Fargo, NA
08.2004 - Current
Life Insurance Agent -
National Insurance Producer Registry
Notary Public -
State of Arizona
Some College (No Degree) - Computer Programming
University of New Mexico