Wendy Fierro
Las Vegas,NV
Summary
Consumer Coach with expertise in team leadership, employee development, and customer service excellence. Adept at mentoring peers, resolving escalations, and implementing workflow improvements that enhance service quality and operational performance. Committed to fostering a collaborative, growth-focused culture.
Overview
8
8
years of professional experience
Work History
Consumer Coach
Bank of America
01.2025 - Current
- Facilitated workshops on best practices, promoting a culture of continuous learning among associates.
- Collaborated with management to align coaching initiatives with organizational goals.
- Skilled in supporting virtual associates through strong digital communication, proactive coordination, and the ability to maintain engagement and accountability in remote settings.
- Analyzed performance metrics to identify improvement areas for coaching strategies.
Academy Coach- Proctor
Bank of America
12.2022 - 01.2025
- Streamlined onboarding processes, ensuring new hire and tenured associates received comprehensive training in bank policies and procedures.
- Analyzed coaching methods to improve associate engagement and productivity metrics.
- Facilitated regular feedback sessions, promoting open communication between staff and management to establish partnerships.
Senior Client Service Representative
Bank Of America
09.2017 - 12.2024
- Led team training sessions and weekly meetings to enhance service delivery and operational efficiency.
- Coached new associates on call handling procedures and company policies.
- Managed complex client inquiries, ensuring timely resolutions and high satisfaction levels.
Education
Associate of Science - Dental Hygiene
College of Southern Nevada
Las Vegas, NV12.2022
Skills
- Team Leadership
- Peer Training and Mentoring
- Complex Problem-Solving
- Escalation Management
- Process Monitoring and Improvement
- Tableau Proficient
- Nexidia Proficient
- Design and Development
Accomplishments
- 2023 and 2024 Pinnacle Award Winner
- Impact Award Winner
- Officer Title
- Three-Time Academy Proctor
- Interim Team Manager
- Achieved Exceeds/Exceeds rating in most recent annual review
Languages
Spanish
Native or Bilingual
Timeline
Consumer Coach
Bank of America
01.2025 - Current
Academy Coach- Proctor
Bank of America
12.2022 - 01.2025
Senior Client Service Representative
Bank Of America
09.2017 - 12.2024
Associate of Science - Dental Hygiene
College of Southern Nevada