Tiandrea P. Lewis has over 10 years of experience in customer service roles, including as a Phone Banker Team Lead at Wells Fargo Bank. She has a proven track record of meeting sales goals and leading teams. Her experience also includes roles in cargo handling and call center support. She is proficient in various software programs and banking systems.

1. Tiandrea P. Lewis
Charlotte, NC 28269
704-534-9904
tiandrealewis@yahoo.com
Lewis, Tiandrea
1
HIGHLIGHTS:
Over 10 years of experience supporting Retail Consumer Service queues. Where I’ve developed strong skills in
leadership, project management, time management, scheduling,staffing, planning and administration. I am a strong
self-starter and the ability to work independently. Serving as a Transition Desktop Banker providing a seamless
transition for our customers from Wachovia to Wells Fargo. Provides coaching for peers and new hires in training
room environments, interning as acting supervisorfor two quarters,serving as a Retail coach at Alabang (our
Philippines site), and also assisting as a Quality coach for teammates. Lead the Banker Coach team as they provided
individual training to our new hire bankers and prepared them for the production floor. As well as building a
partnership with the training group. Experience maintaining high ethics and quality standards through effective
business risk management and by properly identifying issues and developing strong controls. Proven ability to think
strategically and lead team to implement and deliver business objectives.
PROFESSIONAL EXPERIENCE
Wells Fargo Bank, N.A. Oct 15 -Present
Business Direct Client Service Consultant (Charlotte, NC)
 Responsible for answering incoming calls and making outbound calls to Relationship managed channels .
(Business Banking, Wealth Management, Wells Fargo advisors)
 Respond to banker/customer inquiries.
 Servicing account setup and/ormaintenance request.
 Partner with related departments
 Communicate effectively with internal and external clients to book applications and/or make changes.
 Knowledge of federal Regulations
Wells Fargo Bank, N.A. Oct 10 –Oct 15
Phone Banker Team Lead (Charlotte, NC)
 Oversees team members as well as sales metrics and reporting.
 Demonstrate service based leadership.
 Partners with peers to manage the call center planning and analysis.
 Handles Resource Planning for Premier banking teams, tracking PTO Balance, attendance matrix, Holiday
Bids and scheduling time off.
 Coordinate completion of multiple tasks and meet aggressive time frames.
 Partner with senior management and distribution channels across the enterprise to ensure matrix goals are
met and best practices are leveraged.
 Leads sales team to meet and comply with all regulatory and legal requirements while providing industry-
leading customer experience.
 Point of contact when supervisoris away.
 Interim supervisor
 Knowledge of federal Regulations, policies, compliance, process and procedures.
 Knowledge and understanding of dda, sav,cd, atm, ach, claims.
 Schedules off-phone activities and training to meet regulation and compliance standards.
 Provide leadership and support to teammates to help achieve aggressive team sales goals
 Support and assist my team and otherphone bankers
 Communicate effectively with internal and external clients to create resolutions .
Wachovia Bank, N.A. Mar 06 – Oct 10

2. Tiandrea P. Lewis
Charlotte, NC 28269
704-534-9904
tiandrealewis@yahoo.com
Lewis, Tiandrea
2
Phone Banker III (Charlotte, NC)
 Clearly define solutions for customers by providing current and new customers with product
 Knowledge and general banking needs,while also building banking relationships
 Demonstrate the ability to perform underpressure with a high motivation/energy level while handling high
call volumes
 Provide leadership and support to teammates to help achieve aggressive team sales goals
 Support and assist teammates as a Point-of-Contact
 Communicate effectively with internal and external clients to create resolutions
United Airlines Feb 05 – June 06
Cargo Agent (Charlotte, NC)
 Managed 2nd shift office and warehouse employees
 Trained peers and new hires
 Assisted in inspecting freight for truck and flights set for departure
 Scheduled freights for flights and trucks
 Checked status ofreturning trucks and flights
 Verified and examined incoming and outgoing freight to ensure the airway bills matched
 Collected payments, as well as provided refunds for the customers
Sprint PCS Sep 03 – Jan 05
Call Center Support Spec. III (Charlotte, NC)
 Effectively serviced business customers with account inquiries
 Helped increase customer retention by creating resolutions for customers
 Responsible for handling inbound customer service and sales from new and existing customers
 Assist customers with billing inquiries, activating or updating accounts,executing service and equipment
resolutions
 Educated customers on products and services to build betterrelationship with the company
 Reached and exceeded sales goals throughout duration of employment
Technical Proficiencies
Windows XP, Windows 7, Microsoft Word, Microsoft Excel, Microsoft PowerPoint, Microsoft Outlook, Einstein,
Emerald, CIV, Hogan, CPS, BCS, BRM, FDR, RightFax, Salesforce, Outlook/Lync and Lotus Notes.
Certifications, Training & Associations
 Rising Star Program
 Premier
 Kana
 Servant based leadership