Marsean Chestnut has over 10 years of experience in customer service, sales, and management roles. He is currently a Call Center Manager at Bank of America, where he manages a team that services credit cards and deposits. Previously, he held senior customer service and sales roles at Bank of America and Verizon Wireless. He has a track record of success in coaching employees, exceeding sales goals, and providing excellent customer service. Chestnut has a Bachelor's degree from St. Augustine's University.

1. MARSEAN CHESTNUT
6933 West Sophie Lane Laveen, Arizona 85339 Phone: 602-672-2589 Email:chetsnut@yahoo.com
CAREER PROFILE
I am a leader with years of successful supervisory, sales and customer service experience. Demonstrated
ability to motivate employees to achieve and maintain optimum performance levels. Achieved promotions
within every company based leadership qualities, and managerial skills. Chosen to coach and train new hires
with pod visioning, on the job training, delivery of huddles and provide online support for colleagues and
associates. Understanding of the role that proper delegation plays in today’s fast paced environment and the
“On the Job” experience it provides to the leaders of tomorrow. An outstanding coach and mentor with a
track record of success through top performing teams. A fantastic communicator that is able to think,
communicate and present information effectively to people from all social backgrounds and professional
experiences.
PROFESSIONAL EXPERIENCE
Call Center Manager-Online Banking- Bank of America- Phoenix, Arizona
December 2014 to present
 Managea team of Online Banking Specialists (inbound) servicing credit card and deposit needs;
indirect responsibility to 200 call center associates when on staff.
 Responsible to Drive Customers Call Expectations inclusive of Customer Experience, Calls Resolved,
Average Handle Time, and excellent service per Eligible Call.
 Coach to efficiency and manage by fact to maintain meets/exceeds performers- Ranked in the top 3
Managers from January 2015 to September 2015.
 Managing all activities associates with customer operations, including developing and implementing
policies and procedures on systems and the flow of information, and establishing and implementing
performance/service standards to ensure productivity meet or exceed service and quality standards.
 Customer Experience champion: responsible for driving and delivering excellent customer Service
through the line of business.
 Execute daily, weekly, monthly manager routines for coaching, proficiency, call listening, and leading
from the floor routines, On Job Training Coach Manager- responsible for successful on-boarding of
new hires.
Senior Customer Service Specialist Team Lead - Bank of America - Tempe,
Arizona
June 2014 to December 2014
 Deliver team meetings and huddles delivering vital information on changes made within the line of
business.
 Coaching and Development of new hire associates.
 Perform associate call monitors, measuring the quality of service delivered to customers.
 Ensure associates follow policy and procedures thus avoiding unnecessary risk to the bank.
 Mentor associates supporting their personal and professional growth.
 Collaborate with peers discussing options and solutions during situations in which there are
opportunities to improve the customer and associate experience

2.  Coaching low performers to exceeds performance ratings
 Facilitation of associate training of OFAC remediation and procedure
Senior Customer Service Specialist - Bank of America - Tempe, Arizona
January 2012 to 2014
 Resolve complex and escalated consumer contacts while delivering superior customer service.
 Coach to internal partners and banking center associates on a broad spectrum of topics related to
consumer policy and procedure as well as risk based decisions.
 Support new hire associates in banking policies and procedures, to ensure they areknowledgeable of
how to interact with customers and to assist with any problems, concerns and resolution.
 Once in production provide support and mentoring to new associates to ensure quick results.
 Selected to support the CD/IRA skill on deposit products that contributed to decreasing customer
hold times. A part of a strong leadership team who acquired a stellar service reputation.
Personal Banker |Bank of America - Phoenix, Arizona
October 2010 to 2011
 Generate business and deepen relationships by selling products and services to potential and existing
customers.
 Exceeded aggressive sales goals and providing high quality customer service.
 Developed strong relationships with established accounts while acquiring new accounts.
Retail Customer Support - Sales Representative Verizon Wireless - Phoenix, Arizona
November 2008 to 2010
 Assist customers experiencing difficulty with their cell phones, phone service, technical services,
contract stipulations and a variety of requests.
 Provide customer service via telephone and face-to-face, which includes processing orders through
our internal software system and sales tools.
 Trained classes of fifteen or greater teaching associates how to trouble shoot electronic devices
including ways to assist angry customers.
Key Accomplishments:
 Selected to be a part of an elite group of thirty associates to pilot Bank of America HBA (home base
associates) Proof Concept.
 Consistently maintain a top three ranking out of all associates in my district.
 Known to build quality relationships with clients.
 Hand chosen by Market Managersto demonstrate to a class of personal bankers my key practices
and diverse ways to sale products to clients.
 Selected as the only customer service representative to represent the Southwest District in the
National Verizon Wireless Conference in Las Vegas based on:
 Management's recognition of leadership potential.
 Consistently exceeding in performance score card system every month.
 Assimilating training quickly and then helping to train and coach other employees.
EDUCATION
Earned Bachelors of Science degree at St. Augustine’s University located in Raleigh North Carolina.