William Z. Lewis is a motivated professional with over 10 years of experience in banking and customer service. He has held several roles at Bank of America including Operations Team Lead, Senior Customer Service Retention Account Specialist, and Customer Service Representative. He also has experience as the Manager of B&K Fly Gear Inc. Lewis is proficient in Microsoft Office and has a Bachelor's degree in Sports Management from High Point University along with experience serving as a Disbursing Clerk in the United States Navy.

1. William Z. Lewis
Phone (336) 688-2842
3881 Tarrant Trace Circle
High Point, NC 27265 willlewis197@gmail.com
PROFESSIONAL SUMMARY
I am a motivated professional with over 10 years in the Banking and Customer Service field. I maintain a
strong commitment to quality customer service coupled with strong organizational skills, exceptional
written and verbal communication skills, and attention to detail. I pride myself at building customer loyalty
by effectively resolving problems and quickly fulfilling the needs of my consumers and constituents.
PROFESSIONAL SKILLS
 Analytical and problem solving skills
 Policy coordination and procedural compliance
management
 Employee Training
 Proficient in Microsoft Office
 Detailed Oriented
 Customer Service
 Ability to perform tasks with accuracy
 Leadership and organizational skills
 Prioritization of assigned tasks
 Excellent written and verbal
communication skills.
 Intermediate experience with NICE IEX
Workforce Management
EXPERIENCE
Operations Team Lead, Insurance Service Group, Bank of America, Greensboro, NC
March 2009 – September 2016
 Handle various functions of the day-to-day operations.
 Provide guidance to staff and handle complex problems for senior level management.
 Handle escalated customer complaints and issues.
 Responsible for identifying gaps in the department to ensure processes and procedures were
intact.
 Responsible for developing coaching strategies that improve overall call quality.
 Provide daily reports to associates and management.
 Assist with the daily EEU (Enterprise Estate Unit) process.
 Assist with the daily Deceased Notification Research.
 Responsible for facilitating weekly departmental training to associates and other managers.
 Responsible for making sure our department stays appropriately staffed to ensure SLA’s are
maintained.
 Adjust associates work schedules and adjust any vacation, sick, and personal time usage.
Sr. Customer Service Retention Account Specialist, Bank of America, Greensboro, NC
March 2007 – March 2009
 Responsible for providing excellent customer service which includes providing customers with
detailed information about the Borrowers Protection Plan and Line Protection Plan.
 Provide customers the benefits of the protection and encourage them to maintain the coverage
on their mortgage or HELOC.
Customer Service Representative I, Bank of America, Greensboro, NC
January 2006- March 2007
 Responsible for providing customers with excellent customer service in a high call volume
environment.

2.  Lead team in deposit products and best practices.
Manager, B&K Fly Gear Inc., High Point, NC
2000 - 2006
 Worked directly with the business owner in maintaining the daily functions of the company which
included daily sales.
 Consulted with customers in person to determine the best cellular plan for wireless
communications.
 Implemented and developed marketing and sales strategies to meet and exceed the company’s
goals.
SUMMARY OF QUALIFICATIONS AND ACCOMPISHMENTS
 Involved in 2 U.C.R.A. (Universal Change Risk Assessment) Projects
 Assisted with Project Denali for Insurance Service Group
 SOJT Training Coach for ISG New Hires
 Assisted in implementation of Department-wide DM Portal
 Assisted with the development and training of the New Hires
 Experience with NICE software to monitor calls
 Provide coaching and feedback to associates
 Helped develop coaching strategies for Retention agents
 Assisted with the interviewing process for the New Hire candidates
 Host call monitoring sessions for Retention Team
 Helped develop and manage the Retention Teams’ monthly contest
 Consistently sharing best practices and coaching with teammates
 Strong Debt Cancellation background
EDUCATION
 High Point University
 Bachelor of Science in Sports Management
 Minor of Study in Mass Media, May 2003
MILITARY SERVICE
Disbursing Clerk, United States Navy, Norfolk, VA, 1993 - 1996
 Responsible for payroll, travel allowances, reimbursements, and setting up allotments
 Maintained military personnel financial records
 Audit LES statements, and monetary management; tightly linking functions to achieve high levels
of efficiency for the United States Navy.
REFERENCES
 Available upon request